Mpell processes many different redemptions at the same time. Some of these questions will not be applicable to your redemption, so please don't let this confuse you.
Q: I am supposed to receive a redemption certificate from you by email and have not received it yet – what should I do?
Q: Why do I have to supply a picture ID?
Q: What is an acceptable form of personal identification?
Q: How do you protect my personal information? Do you have a Privacy Policy?
Q: Why do I have to send in a money order or cashiers check for the shipping and handling fee?
Q: What is a cashiers check?
Q: Who do I make the S&H check payable to?
Q: What is an acceptable Proof of Purchase?
Q: I don’t have any Proof of Purchase, what do I do?
Q: Why do I have to send in a self-addressed, stamped envelope?
Q: What is a #10 envelope? How much postage is required on the -addressed, stamped envelope?
Q: It is past the date listed on the certificate that I had to send it in by, can I still send in the redemption?
Q: Why do I have to do the things listed on the certificate – I just want to give you my shipping data over the phone or by email and then pay with a credit card?
Q: Can I just have the value of the product in money?
Q: How do you ship the product?
Q: How do you ship the product if I pay to express ship?
Q: Can I request overnight shipping?
Q: The shipping and handling fee seems really high, why is that?
Q: How long will the product take to get to me – the certificate says 6 weeks?
Q: What are the products available?
Q: I want to change my redemption product, can I?
Q: What is the standard warranty?
Q: What is the extended warranty?
Q: The product I received doesn’t work, what do I do?
Q: Who is Mpell?
Q: I am supposed to receive a redemption certificate from you by email and have not received it yet – what should I do?
A: Please note the time period specified by the company that offered you your certificate. They typically specify that they have up to 30-45 days to get your certificate to you. We typically distribute certificates within 2-3 days of receiving the distribution request. So if you have not received your certificate, it is almost certainly because we have not received a distribution request from the company that offered you the certificate. If it has not exceeded the time period specified by the company that offered you the certificate, then please be patient. If it has exceeded this time period, then please contact customer support and we will help you determine why you have not received a certificate. back to top
Q: Why do I have to supply a picture ID?
A: We wish that we didn’t have to request a picture ID, but offers like this are often distributed on the Web and we are constantly sent fraudulent redemptions. Requesting a personal ID has significantly reduced our rate of fraudulent redemptions. back to top
Q: What is an acceptable form of personal identification?
A: We will accept almost any ID with your picture on it. If you don’t have one, or absolutely don’t want to provide one, then please contact customer support for assistance. back to top
Q: How do you protect my personal information? Do you have a Privacy Policy?
A: Mpell Solutions only uses your personal information for purposes of this redemption. The only information stored in our IT systems is that information provided by you on the actual redemption certificate. Any picture ID that you provide as part of the redemption is only used to verify your identity and is destroyed by Mpell. Your personal information will not be provided to any other marketing enitities. back to top
Q: Why do I have to send in a money order or cashiers check for the shipping and handling fee?
A: This simply helps us quickly process your redemption. If we accepted personal checks then we would have to hold your shipment until your check clears. This would delay the shipment of your product. Accepting personal checks also greatly increases our costs manage the redemption process, we have to monitor check clearance as well as deal with bad checks. back to top
Q: What is a cashiers check?
A: A cashiers check is similar to a money order but is typically available from your bank or credit union. back to top
Q: Who do I make the S&H check payable to?
A: Please make the check payable to Mpell! back to top
Q: What is an acceptable Proof of Purchase?
A: We will accept virtually any receipt/invoice or order confirmation, which you received from the company that offered you your free product. The receipt or order confirmation should have something on it that identifies your order, like an order number. back to top
Q: I don’t have any Proof of Purchase, what do I do?
A: You must contact the company you received the redemption certificate from and request a Proof of Purchase. back to top
Q: Why do I have to send in a self-addressed, stamped envelope?
A: This simply helps us quickly resolve any issues with your redemption. If something is incorrect, then we will be able to quickly return the redemption to you to be fixed and resubmitted. back to top
Q: What is a #10 envelope? How much postage is required on the -addressed, stamped envelope?
A: You can send an envelope of any size with a $.37 stamp. back to top
Q: It is past the date listed on the certificate that I had to send it in by, can I still send in the redemption?
A: Yes, if you pay the appropriate late fee in addition to fulfilling all other instructions listed on the certificate. Please contact customer support for the late fee applicable to your redemption. back to top
Q: Why do I have to do the things listed on the certificate – I just want to give you my shipping data over the phone or by email and then pay with a credit card?
A: Sorry, but the best way to minimize the costs of a program that gives products away is to simplify the redemption process as much as possible. We have a very simple and streamlined process and can’t easily deviate from it. You must fulfill the redemption as described in the certificate. If you don’t, the redemption will be declined and you will only be able to complete the redemption with an additional charge. back to top
Q: Can I just have the value of the product in money?
A: Sorry, no. We are only allowed to redeem for the products listed on the certificate. back to top
Q: How do you ship the product?
A: We typically use UPS or Fedex ground, which generally takes about 5-7 business days. back to top
Q: How do you ship the product if I pay to express ship?
A: If you choose to upgrade to express shipping then we typically use UPS or Fedex 2-day shipping. back to top
Q: Can I request overnight shipping?
A: Sorry, we don’t offer that service because we can’t guarantee that your redemption will be processed in a day. back to top
Q: The shipping and handling fee seems really high, why is that?
A: We ship to the entire US via UPS or Fedex with tracking. The shipping and handling charge is calculated as an average to cover shipping costs across the country. This charge covers the cost to package and ship your product. The shipping and handling fee is set by the company that offered you your redemption certificate, not by Mpell. back to top
Q: How long will the product take to get to me – the certificate says 6 weeks?
A: That is to make sure that we have time to get the product to you if we ever have a supply issue or a heavy volume of redemptions. Products will typically get to you in 1-2 weeks with a valid redemption. back to top
Q: What are the products available?
A: You can review the products at www.mpellsolutions.com. back to top
Q: I want to change my redemption product, can I?
A: Sorry, but you can only redeem for the product(s) listed on your redemption certificate. back to top
Q: What is the standard warranty?
A: The standard warranty is 90 days from date of redemption. This is a full replacement warranty if anything goes wrong. You are required to pay the shipping to return the product and we will pay the shipping to send the new product. Your product will be replaced with the same or a comparable quality product. You must first call us for a “return authorization” code. Then ship your product back to us with the code clearly written on the box. You will be supplied with the return shipping address when you receive your return authorization code.
Your product may come with a manufacturers warranty that extends beyond 90 days or even 1 year. If this is the case then the manufacturers warranty will be detailed in the retail package your product is shipped in. back to top
Q: What is the extended warranty?
A: If you choose to purchase it, the extended warranty increases the standard warranty to 1 year from date of redemption. If you have questions about purchasing the extended warranty then please contact customer support. back to top
Q: The product I received doesn’t work, what do I do?
A: If it is within the warranty then return it. Contact customer support to receive a “return authorization” number and instructions on how to return the product for replacement. back to top
Q: Who is Mpell?
A: Mpell Solutions, Inc. is an incentive marketing company that provides programs to, and fulfills programs for, companies that want to offer a merchandise incentive to their customers. We provide the entire infrastructure to offer and fulfill merchandise incentive programs. We do not determine the specifics of a redemption offer. The company making the offer determines the products offered, the shipping and handling fees collected, and the specific terms of the offer. back to top
