Shipping & Delivery
I have not received my order, what should I do?
If you're looking for information on your Reward we recommend you first have a look at your email inbox. Whenever you use your Miles on a Dream Reward we send you a Thank You confirmation email. Once the Reward leaves our warehouse we send you another email advising Your package has been shipped! This email will come with shipping details like shipping and tracking number for the courier. So, be sure to check your junk mail in case our emails are ending up there. If you have not received your package within 4 weeks, contact us and we will try to locate your package. To get in touch with us, scroll to the bottom of the screen and click Contact us!
When will my Reward be delivered?
Unless otherwise stated on the product page, our aim is to ship Merchandise Rewards within four (4) weeks from the date your order was placed. These Rewards will be delivered via standard shipping using common Canadian carriers. Normal delivery hours are: Monday to Friday 9:00 to 5:00 local time.
With Certificate Rewards, our aim is to ship them within three (3) weeks from the date your order was placed.
For more specific shipping information, please review the "Shipping Details" tab on your desired Merchandise or Certificate Reward's product page.
Travel Certificates (valid with Marlin Travel, Transat Travel, Travel Plus, Trip Central, Voyages Transat and Club Voyages) are shipped via courier within three (3) business days of the order date at no additional cost to the Collector. A signature is required upon delivery.
To assist in a seamless fulfillment process, we ask that Collectors please ensure their shipping and e-mail addresses are up to date.
What does "shipping details unavailable" or "Drop Ship" mean?
These are terms we use at AIR MILES to describe the particular stages of shipping for your Dream Reward. If the shipping details are showing as unavailable, this may be for the following 2 reasons:
- The Reward has not yet left our warehouse or the Reward has not been shipped by traceable mail (not all of our Merchandise can be tracked).
- Some of our Rewards are not stored or shipped by our merchandise warehouse, so if you see "Drop Ship", this just means that the Reward is being sent directly from the supplier. In either situation, the delivery time for Dream Rewards is typically within 4 weeks.
Where do I find warranty information for products ordered through AIR MILES?
The manufacturer's contact information as well as warranty coverage should be included in the packaging, but if you can't find it, you can contact the manufacturer directly or visit their website for more information. If something happens to your product and it is still covered under the manufacturer's warranty, you can contact the manufacturer to make a claim.