A Counter Salesperson or employee with an equivalent job title who is currently employed at a participating Independent NAPA Auto Parts Store.
You will lose your access and the ability to redeem points after termination.
If you have forgotten your password, please go to the login page and click on ‘Forgotten Password’. Enter the email address registered to your account and you will then receive an email with a link to reset your password. Please check your junk and spam folders for this email and use the password reset link within the 24 hours.
When resetting your password, please ensure to follow the below criteria otherwise this will not be accepted:
Points do not have a monetary value. The number of points required for a reward varies depending on a number of factors relating to the specific setup of your rewards program.
No – Additional points cannot be purchased. Only points awarded through your rewards program can be used to place orders for products within your current points balance.
No – Points are awarded to individual accounts and can only be redeemed by the intended recipient. You cannot transfer your points to another participant of the rewards program.
12 month expiry - Participants have 12 months from the date that your points are awarded to redeem these. Any unspent points will expire after 12 months and will be removed from your balance.
Providing that your order has not yet been dispatched you can request any delivery amendments to your order. Orders can sometimes be dispatched the same day so please contact [email protected] as soon as possible to request your delivery amendments.
Please note that any amendments or correction you request for an order that has already been dispatched may incur additional fees. These fees will either be deducted from the balance on your reward account or invoiced to you directly for payment.
When placing your order, you can enter additional information such as personalisation in the extra text box provided on the order page.
Please note that while all efforts are made to ensure that your request is carried out, there may be occasions when this cannot be applied to your order.
Your order history will show on your account. If you need any further help on a previous order placed please contact [email protected] your order number and product name and our team will be able to assist you further.
If you have provided incorrect delivery information, please contact [email protected] as soon as possible with the correct details. Our team will try their best to update the address if your order has not yet been dispatched. This however cannot be guaranteed and if your order has been dispatched you may be charged additional fees to correct this.
When placing an order, please ensure you check your delivery details carefully and update these before you place your order if needed. If your delivery country is not showing correctly, please contact [email protected] to have this updated before you place your order. If your reward is to be delivered to a company address, please ensure to include the company name and building name / number in Address Line 1.
If a product is showing as out of stock, our supplier unfortunately does not currently have this item available to ship straight away. As soon as stock is secured, the item will become available to order. The product description will show any expected availability dates, otherwise we would suggest checking the reward catalogue frequently for any updates on specific items that are out of stock.
Your points can only be redeemed for items that are available in the reward catalogue and you cannot use your points to purchase items from stores or retail websites.
REWARDS - RECEIVING
Please check the product description for the sender email address.
Physical products – Physical products are processed daily and can take between 3 – 5 working days to dispatch. Once dispatched, please allow up to 14 working days to receive your order at your chosen delivery address.
Delivery timescales can vary depending on the product type and supplier, therefore we would always suggest checking the item description for this information before placing your order.
Please check the product description for the sender email address.
Physical products – Physical products generally require a signature upon receipt, particularly if they are large items or high in value. When placing your order, please enter a delivery address where someone will be available to sign for it.
If for any reason you miss the delivery of a reward that requires a signature, the courier will leave details on how to re-arrange delivery or collect the item from your local depot.
You can check the status of your order in the “My Account” area of your online rewards account. When an order is first placed it will show as “Pending”. Once our supplier acknowledges your order, this will update to “Processing” and means that the supplier is checking stock and arranging the dispatch. Your order will be set to “Dispatched” as soon as the order has shipped. If tracking is provided you will also be able to see these details on the order record and will receive an email to confirm dispatch.
Please check the product description for the sender email address.
Physical products – If you have not received your physical reward after 14 working days of the dispatch date, please check any tracking information provided in your “My Account” area. If you can still not locate the reward or you do not have tracking information, please contact [email protected] and our team will be able to provide more information on the delivery of your order.
REWARDS – FAULTS / RETURNS / CANCELLATIONS
Physical products – Providing that your order has not yet been dispatched you can request a cancellation. Orders can sometimes be dispatched the same day but changes may not be reflected on your account until 24 hours after this time, so please contact [email protected] as soon as possible with your order reference to request your cancellation*.
* Please note that if your order has been dispatched but we have been able to stop delivery, you will not be refunded the original delivery amount for your order.
If your reward arrives faulty or damaged, please contact [email protected] with your order reference and proof of damage / fault within 24 hours of delivery. Our suppliers are only able to replace damaged or faulty rewards if we are notified within 24 hours of the delivery date and any claims made outside of this period may incur additional fees, which will be deducted from your points balance or invoiced to you directly for payment.
Please note that if your product is returned for testing and no fault is found, you may be charged for the collection and reshipment fee to send the item back out to you. Our supplier will not issue a credit for any products which are not found faulty.
If your reward develops a fault after 28 days of receiving, you will need to raise a claim directly with the manufacturers of the product to resolve this. Please contact [email protected] as soon as possible and our team will be happy to request a proof of purchase from our suppliers to assist you with your direct claim.
If you have received an incorrect item for your order, please contact [email protected] within 48 hours of delivery with your order reference and images of the product received. Our team will contact the relevant supplier to arrange collection and replacement of your order. We ask that you please do not open the incorrect item you have received if possible.
Physical products – We can accept returns requests for physical products provided they are unused and in a re-saleable condition. Returns are however subject to collection and restocking fees which will be deducted from your points balance or invoiced to you directly for payment. Fees will vary depending on the supplier of the item and for more information please contact [email protected] with your order reference for further details and assistance. Once an item has been returned you will be refunded for the cost of the item only and will not be refunded for any original delivery fees.
Please note that certain products are exempt from return such as personal accessories including but not limited to sunglasses and jewellery etc. Details will be provided in the product description so please make sure to check this before placing your order if in doubt.
SHELL REWARDS PREPAID MASTERCARD®
This is a reloadable card you can use to make online and in store purchases where Mastercard is accepted.
When you redeem your points, you will receive a digital token via email [email protected] with a link to the cardholder website.
Your digital token must be redeemed within 3 months, and you must complete your Digital Wallet profile and provide the delivery address you’d like your physical card to be mailed to.
You will receive an email when your card has been shipped.
To allow additional card loads to be successfully added to your balance, you must redeem the first digital token that was sent to you.
You must use the same email address you used when you first redeemed points for your card.
You will receive an email when your card balance has been automatically updated.
Your card will take 2-3 weeks to arrive at your chosen address. All cards, regardless of currency or location, are shipped from the USA.
Your digital token is sent from [email protected]. Check your junk and spam folders.
Once you have redeemed your initial token, any future card loads will be automatically added to your card balance, providing you have used the same email address.
If you have difficulties redeeming your initial digital token, or your card has not been correctly loaded, visit the cardholder website to speak to cardholder services.
You cannot transfer digital tokens across digital wallets so ensure you use the same email address.
You do not need to complete any verification to access your funds.
Once you have redeemed your digital token, your card will arrive activated and ready to use.
Call the number on the back of your card to check your balance. You can also check your balance, card details, shipment dates, PINs, spend history and more on the cardholder website.
Call Cardholder Services right away. Your card will be suspended, and we’ll issue you a new card for the remaining balance.
Call Cardholder Services right away. Your card will be suspended, and we’ll send you a new card for the remaining balance minus a card reissue fee.
Check your cardholder agreement for the reissue fee.
If you have moved home and would like to update the address of your card, log into the cardholder website, use the dropdown menu “Manage Details” and choose “Manage Personal Information”.
You can use your card online, over the phone and in store where Mastercard is accepted. You can even add it to your favorite retailer, service, or fast-food mobile apps as a payment method.
Your card cannot be used to pay at the pump. To purchase fuel, you must pay inside with the cashier.
Your card is not compatible with apps or services that allow you to send funds digitally to multiple merchants or people (such as Venmo, PayPal and Zelle).
Your card cannot be used to set up a direct debit payment.
You’ll need your 16-digit card number, expiration date, security code and the address your card is registered to.
You can use your card where Mastercard is accepted. The front of your card will show if usage is restricted to a certain country. E.g., Valid only in the US.
If your card doesn’t show any restrictions, it will work when you travel to a different country. If the transaction needs to be converted to a different currency, a 2% conversion fee will apply.
Your card can be used at an ATM or bank for cash. The back of your card will list the cash access fees.
Your card can’t be loaded with your own money.
I returned something I purchased with my card, when will the credit show?
Even after you’ve spent the card, keep it until you know you won’t be returning any purchases. Once the retailer processes the return, allow 7-10 days for the credit to show on your card balance.
Your card will expire, so pay close attention to the expiration date. Your card can be used until the last day of the month it expires. You can't use the funds after expiration.
If you are eligible for an automatic replacement card, you will receive a new card in the mail.
If you do not automatically receive a replacement card, call Cardholder Services.
Check the product description for more useful information.
Visit the cardholder website to access additional FAQs.
Contact Cardholder Support if required.
USD INTL
Use your card anywhere Mastercard is accepted. This card is issued by The Bancorp Bank, N.A., pursuant to license by Mastercard International. Mastercard and the circles design are registered trademarks of Mastercard International Incorporated. The Bancorp Bank, N.A.; Member FDIC. This is not a gift card. This card is issued for loyalty, award or promotional purposes.
GENERAL INFORMATION
Our office hours are Monday to Friday 8:30 am – 9:00 pm EST, and Saturdays: 9:00 am - 5:30 pm EST excluding Holidays and we aim to respond to all queries within 24 hours.
Where a query cannot be resolved the same day, our team will provide updates every 1 – 3 working days until your query has been resolved.
Additional delivery fees
