FAQ

Please take a few minutes to read through the Frequently Asked Questions for the My Mortgage Gift℠ program.

Ordering

How do I place an order?

It's just four easy steps:

1. Review the gift selections.
2. Select an item.
   Once you have found an item you would like to order, simply click on the gift. Once you have clicked on the gift, you will be taken to a screen showing you the product description. After your selection, click on the Add button. Proceed to check out by clicking on the Cart button. Then click on the Check Out button to begin processing your order.
3. Verify your shipping information.
   Home Phone – Please enter a phone number where we can contact you. If needed, a call will be made to arrange for the delivery of your gift or we may need to reach you to discuss your order. Important Note: It is important to confirm we have the appropriate and correct phone and shipping information as incorrect information can cause delay or loss of your item.

• Shipping Address – We regret we are unable to ship to P.O. Box addresses. Please enter your shipping address and double check that it is correct. We will not be replacing gifts where we can confirm delivery was made.
• Email Address – Please include your email address to receive order confirmation and order shipping and tracking information.

4. Review your order information.
   Please review the shipping information, contact phone numbers, and gift selection for accuracy. Once you have finalized your shipping information, click on the button Place Order.

How do I know that the gifts I see on the website have the value of my gift offer?

The code that you receive determines the gift amount that you are eligible to receive. Each gift or gift package that you see on the My Mortgage Gift website are at the gift value that you are eligible to receive. You only need to choose one gift or gift package.

Will I receive a confirmation of my order?

When a valid email address is provided,

• You will receive an email confirmation within a few minutes of placing your order.
• Your email confirmation will contain your order number, a product number and product description. Please have this information available if you need to contact us about the status of your order. For questions, please email Mortgage Gift Headquarters at Contact Us.
• We may also use your email address to provide you with shipping information or other product updates (back ordered or a product substitution option).

Who is eligible to receive the offer?

Eligible individuals will be sent redemption instructions for the My Mortgage Gift℠ award approximately 2 weeks after closing on a new purchase or refinance loan secured by an eligible first mortgage or deed of trust with Wells Fargo Home Mortgage (“New Loan”), subject to qualification, approval and closing. Union Plus and Corporate Mortgage Benefit Program Offers are not available with any Wells Fargo employee mortgage offer. Only one My Mortgage Gift award is permitted per eligible New Loan. This award may not be combined with any other award, discount or rebate, except as described in the Terms and Conditions. This award is void where prohibited, not transferable, and subject to change or cancellation with no prior notice. Awards may constitute taxable income. Federal, state, and local taxes, and any use of the award not otherwise specified in the Terms and Conditions (available at www.wellsfargo.com/mymortgageterms and provided at receipt of award) are the sole responsibility of the My Mortgage Gift recipient.

How long will I have to make my gift selection?

As an eligible borrower, you will receive an email or letter with information on how to redeem your gift. That communication will include the expiration date of your offer.

Can I have the gift shipped to a different address?

Gifts may be sent to your choice of address. During the checkout process, please be sure to check your shipping address. You are responsible for making sure the email and delivery address is correct for your gift order. Make sure to include suite numbers or company name, if applicable. Please confirm that this is an acceptable address to ensure receipt of your package. We will not be replacing gifts where we can confirm delivery was made.

Do I have to pay shipping charges?

No additional charges will be added to your order.

Are there any considerations, or extra shipping if I reside, or ship, my order outside of the United States?

Unfortunately, we are unable to ship any products outside of the United States.

How do I track my order or what if I do not receive my order?

• If you purchased a merchandise item, you can track your order by logging back into My Mortgage Gift website www.mymortgagegift.com using the code previously provided to redeem your My Mortgage Gift which are: coupon code, last six digits of your new loan number, and new loan property zip.
• Click on your Account Name and select Order History to view your order status or track your shipment.
• For additional questions, please email Mortgage Gift Headquarters at Contact Us.

Do I have to order my gift today?

You may review the gift options as often as you would like, provided it is within the redemption period. The email or letter that you receive will include the expiration date of the offer. Please be aware that gifts are subject to change without notice

See "How long will I have to make my gift selection?"

Is there someone that can give me more information about the gift selections?

Yes, our customer service team would be happy to provide you more information about a specific product you see in the gift selection. Please email Mortgage Gift Headquarters at Contact Us.

How will my order be shipped?

Merchandise orders:

Our merchandise gift selection is sourced from a variety of locations and will arrive via a traceable method (typically ground service) from carriers like USPS, UPS or FedEx depending on availability in your area. Shipping cannot be expedited. Products can take up to 10-12 business days for fulfillment and shipping. If you are ordering for a specific occasion, please place your order early to avoid any delays.

Please be sure to check your shipping address. You are responsible for making sure the delivery address is correct for your gift order. Make sure to include suite numbers or company name, if applicable. Please confirm that this is an acceptable address to ensure receipt of your package. We will not be replacing gifts where we can confirm delivery was made.

Performance Plus Prepaid VISA® Card:

The Performance Plus Prepaid VISA® Card is sent via the U.S. Postal Service. Award cards will arrive in a standard, white security envelope with "Program Headquarters" as the return address. Please watch carefully for your Performance Plus Prepaid VISA® Card to ensure that it is not discarded by accident. If your card has been lost or stolen, please visit https://www.performanceplusaward.com/about-your-card/ with instructions on how to report your card lost or stolen.

For cards not received, a replacement Performance Plus Prepaid VISA® Card can be reissued WITHOUT A FEE ONE TIME ONLY IF the card was not received AND the full card balance remains. A $10 replacement fee will be deducted from the card balance for subsequent cards not received, if you have lost the card, or the card has expired. This information is listed on the card description in the catalog and the Gift Card Shipping Terms in the shopping cart. The fee is defined in the Cardholder Agreement/Terms and Conditions of the Performance Plus Card received with the card.

E-Gift Cards:

All e-Gift Cards are sent via email. Please be sure to check your email address. You are responsible for making sure the email address is correct for your gift order. Please confirm that this is an acceptable email address to ensure receipt of your order. We will not be replacing gifts where we can confirm delivery was made.

How long will it take to receive my order?

Shipping times vary by product and may take up to 10-12 business days from the time the order is placed. If an email address was provided, an email will be sent with shipping and tracking information once it becomes available. If we experience any shipping delays you will be contacted directly via email or phone for product updates. If your order does not arrive within these time frames, please email Mortgage Gift Headquarters at Contact Us.

During the holiday season, please place your order early to avoid any delays. You can expect arrival of your order within 2-3 weeks, during seasonal times. We strongly recommend you place your order by November 10th in order to avoid any delivery issues.

Please allow up to 1-3 business days to receive your e-Gift Card via email from noreply@vcdelivery.com. If you have not received your e-Gift Card after this time, please email Mortgage Gift Headquarters at Contact Us. You may also want to check the filters on your email to be sure it was not filtered as spam/junk.

Can I exchange, cancel or return a gift package that includes a gift card or e-Gift card?

No, all gift card orders are final and therefore gift packages that include either a gift card or e-Gift card cannot be cancelled, returned, or exchanged. If any portion of your gift package is damaged or defective, we will gladly replace it for the same item.

What is the return policy if I am dissatisfied with the item?

Returning Merchandise (not Damaged or Defective):

Your complete satisfaction with your gift selection is important to us. Returns are welcomed, no questions asked, within 14 days of receipt. Please email Mortgage Gift Headquarters at Contact Us to make return arrangements as a Return Merchandise Authorization number will be required. All products must be returned in the original packaging along with all packaging and instructional materials. Return shipments must be sent via a traceable method and include shipping insurance for the value of the item. All return shipping charges are the responsibility of the person returning the item. You will be able to select a new gift as soon as your original selection comes back in an acceptable condition. Note: Each individual product within the gift package must be included with the return.

Exceptions and Considerations for Returning and Exchanging Merchandise:

• All gift card orders are final and therefore gift packages that include either a gift card or e-Gift card cannot be cancelled, returned or exchanged.
• Food/gourmet items including all edible items such as steaks, meals, fruit, candy, nuts, etc. cannot be exchanged or returned. If you have a concern regarding the quality of these products please email Mortgage Gift Headquarters at Contact Us and we will consult the manufacturer for resolution.
• Due to federal regulations, gas-powered tools and equipment may not be returned or exchanged if they have been used.
• Due to manufacturer restrictions, desktop and notebook computers, tablets and headphones may not be returned or exchanged. Please contact the manufacturer directly or Mortgage Gift Headquarters for repair assistance.
• Due to manufacturer restrictions, Dooney & Bourke, Coleman, Seiko, Apple, Citizen, Michael Kors, Manfred Mantis Play Sets and Fisher-Price do not accept returns unless there is a shipping error.
• Any product missing the serial numbers or UPC will not be able to be returned and exchanged.
• Any product that has been opened and used cannot be returned or exchanged.

Returning Damaged Merchandise:

If your product is damaged in transit, or parts are missing, and the shipper is still present, please take the following steps:

• Refuse shipment and write on delivery receipt "Refused Due to Damage."
• Take photos of the damage to the package from all angles and photos of the damage to the product if the package was opened.
• Ask the driver to sign the receipt.
• Immediately email Mortgage Gift Headquarters at Contact Us to explain and document the issue. Ask for assistance with ordering a replacement.

If the item was left at your address, please take the following steps within 30 days of delivery of the product:

• Email Mortgage Gift Headquarters IMMEDIATELY at Contact Us.
• Take photos of the damage to the package from all angles and photos of the damage to the product. Then email the photos to us. We will submit these photos to the supplier when contacting them to file a damage claim.
• The carrier may contact you to conduct a damage inspection.
• We will email you either return instructions or instructions on how to contact the warranty company for a replacement.
• For RETURNS: We will email you to let you know if the damaged item needs to be returned or not. If the supplier wants the item returned, we will email you return instructions and a prepaid return label. Then we will order you a replacement.
• For WARRANTY REPLACEMENT: We will email you instructions on how to contact the warranty company for a direct replacement.
• Products must be returned in the original packaging along with all packaging and instructional materials.
• After 30 days from delivery, products cannot be returned, exchanged, refunded, or replaced.

Returning Defective Merchandise

If your product is defective, please take the following steps:

• Immediately email Mortgage Gift Headquarters at Contact Us to provide specific details as to why the product is defective. For example, does it turn on and off, is it making an unusual noise, and any other details that would be helpful.
• We will email you either return instructions or instructions on how to contact the warranty company for a replacement.
• For RETURNS: We will email you to let you know if the defective item needs to be returned or not. If the supplier wants the item returned, we will email you return instructions and a prepaid return label. Then we will order you a replacement.
• For WARRANTY REPLACEMENT: We will email you instructions on how to contact the warranty company for a direct replacement.
• Products must be returned in the original packaging along with all packaging and instructional materials.
• After 30 days from delivery, products cannot be returned, exchanged, refunded, or replaced.

Exceptions and Considerations for Returning Damaged or Defective Merchandise:

• Due to federal regulations, gas-powered tools and equipment may not be returned or exchanged if they have been used. Please contact the manufacturer directly or Mortgage Gift Headquarters for repair assistance.
• Due to manufacturer restrictions, desktop and notebook computers, tablets and headphones may not be returned or exchanged. Please contact the manufacturer directly or Mortgage Gift Headquarters for repair assistance.
• All gift card orders are final and therefore gift packages that include either a gift card or e-Gift card cannot be cancelled, returned, or exchanged. If any portion of your gift package is damaged or defective, we will gladly replace it for the same item.

Warranties:

If after opening your gift and using it, you find that the item is not working, please contact the warranty or manufacturer's technical support line found in the owner's manual. Often by calling the support line, the problem can be resolved over the phone.

All gifts are subject only to the manufacturers' standard applicable warranty, with claims and adjustments being the sole responsibility of the manufacturer. Refer to the warranty information packed with your gift and retain the packing slip as your proof of purchase. Mortgage Gift Headquarters specifically disclaims any implied warranties.

Where do I send correspondences?

Please email Mortgage Gift Headquarters at Contact Us.

Will gift selections remain the same?

Product availability is subject to change. Product features and specifications can change and we will make every attempt to keep product description as up to date as possible. While every attempt is made to ensure accuracy, errors can occur during publication and we reserve the right to amend selection at any time.

What will I receive with each Gift Package shipment?

Your gift package will contain the item you have selected along with a packing slip and any other product specific information (owner's manual, product warranties, etc.).

Contact Us

If you have questions or concerns about the My Mortgage Gift program, please email Mortgage Gift Headquarters at Contact Us.