FREQUENTLY ASKED QUESTIONS
Purchasing & Sending
Are there any fees associated with the purchase of an eGift Card or a Plastic Gift Card?
eGift Card: No. You will only be charged the face value of the eGift Card, and we will not impose shipping or any other fees at any time.
Plastic Gift Card: Not for standard delivery, which is always free. If you choose an expedited shipping method (e.g. UPS Next Day Air), you will be charged a shipping fee.
Can I change the value of an eGift Card or a Plastic Gift Card after I've paid for it?
Not at this time.
How do I cancel the purchase of an eGift Card or a Plastic Gift Card?
If you chose a delivery date that is in the future, you can cancel your purchase by contacting Customer Support. If the delivery date is today or in the past, your purchase cannot be cancelled.
Which credit cards do you accept?
VISA, MasterCard, American Express and Discover. We do not accept international billing addresses at this time.
What is a credit card Security Code and why is it required?
In order to protect you from unauthorized transactions, we require your credit card's Security Code
- MasterCard, VISA, and Discover: The Security Code is the 3-digit number printed on the signature panel on the back of your card. It immediately follows the account number.
- American Express: The card Security Code (also referred to as the CID number) is printed above the imprinted card number on the front of the card (on either the left or right). **
** Please note, there are a small percentage of "plastic-less" card accounts for American Express - Corporate and Purchasing Card accounts. If you have one of these accounts with no AMEX card, please enter 5555 as your card security code.
When is my credit card charged for my purchase?
Your credit card is charged at the time of purchase. This purchase will appear on your credit/debit card statement as TBL CS GIFT CARD.
Can I buy an eGift Card or a Plastic Gift Card for myself?
Yes. To do so, enter your own email address in the "Recipient Email" fields or your physical shipping address in the "Delivery Details" field, enter your own name as the recipient name, and complete the transaction. When you receive your eGift Card alert via email, follow the instructions in this message to retrieve and redeem your eGift Card. If you purchased a Plastic Gift Card, it will be delivered in to the physical address you entered by the delivery method you selected.
I want a printed eGift Card to present to someone as a gift. How do I do this?
Simply personalize the eGift Card for your recipient, have it sent to yourself, and then print it. To do this, enter your own email address in the "Recipient's Email" field. Next, enter your recipient's name and your personal message on the gift card preview, and complete the transaction normally. You will receive an eGift Card alert via email. Follow the instructions in this message to retrieve your eGift Card, and then choose "Click to print this page." The resulting printout may be presented as a gift to the recipient.
Can I send two (or more) eGift Cards or Plastic Gift Cards in one order or to two (or more) different people who share an email address?
Yes. You can purchase an eGift Card and a Gift Card in the same order. After you input the details for the first order, select the "Add Another Gift Card" option and you can purchase another eGift Card or Plastic Gift Card. If you send separate gift cards to Aunt Mary and Uncle Jim at their shared email address, they will receive two messages with the subject "[Sender] sent you an eGift Card from www.Timberland.com" with your name in place of [Sender]. Within the text of the emails, each message will be addressed to the respective recipient, using the name you entered in the purchase process, for example: "Dear Mary Smith, John Jones sent you a $XX eGift Card from www.Timberland.com."
Receiving & Redeeming
What exactly does the recipient receive when I send an eGift Card or a Plastic Gift Card?
eGift Card: On the delivery date you choose, a message is sent to the recipient informing them of your gift, with a link to retrieve it online. The link in the email goes to a page showing the eGift Card you created (the design you selected, with your recipient's name and your personalized message), its value, and code number. This page also gives simple instructions for redeeming the eGift Card. Sometimes, special offers and promotions are listed on the page.
Plastic Gift Card: The recipient will receive an envelope via the delivery method you selected during the purchase, which will include a carrier with your personalized method and the Plastic Gift Card, with the design you selected. We are not able to ship Plastic Gift Cards to international addresses at this time.
When is the eGift Card sent to the recipient?
The eGift Card alert message is sent to the recipient on the date you choose. The delivery date is pre-set to the current date, so if you do not select a different date, the alert message is sent on the same day as your purchase.
Where can I use my eGift Card or Plastic Gift Card?
Timberland® Specialty Retail locations, Timberland® Factory Outlet locations and online at Timberland.com. Acceptance of this card constitutes acceptance of these terms and conditions, which may change at any time. Please refer to timberland.cashstar.com for more details.
Do I need a special printer to print my eGift Card? Do I need to print color?
No and no. Most standard office and household printers are equipped to print eGift Cards, and you do not need to print in color. Some printers produce great results, and older printers sometimes don't print certain images well, but the most important thing is that the code number below the eGift Card is clear. If it is not, you may need to install a new ink cartridge. Photocopies will not be accepted.
When does the eGift Card or Plastic Gift Card expire?
There is no expiration date on your eGift Card or Plastic Gift Card.
Can I reload my eGift Card or Plastic Gift Card after I've spent the full value?
Gift Cards cannot be reloaded at this time.
Can I send a Plastic Gift Card to an international address?
Not this time.
Security & Reliability
Is my order secure?
All personal and financial information is transmitted using the https protocol over a Secure Sockets Layer (SSL), utilizing state of the art technology for consumer protection. Behind the scenes, your web browser is sending all personal and financial information over SSL. The eGift Card purchase process is fully PCI compliant. If you have any questions or concerns, please contact Customer Support.
How do you prevent the email from getting lost as spam?
We adhere to all industry best practices to ensure successful delivery of the eGift Card via email. Still, there is a chance that the email will be treated as spam or the recipient didn't notice it in their email inbox. You will receive an email message confirming delivery of the Gift Card alert email, and a message notifying you that the eGift Card has been viewed. If the eGift Card goes un-viewed for 15 days after delivery, you will receive a message with options for resolving the issue.
How do I know the recipient actually received the eGift Card I sent them?
You will receive an email message confirming delivery, and a message notifying you that the eGift Card has been viewed. If the eGift Card goes un-viewed for 15 days after delivery, you will receive a message with options for resolving the issue. You may also contact Customer Support with the order number from the email you received confirming your purchase, and we can tell you if the recipient has viewed their eGift Card.
What if someone makes a copy of my printed eGift Card or I lose my Plastic Gift Card?
Our state of the art technology inhibits fraud, but you must safeguard your eGift Card or Plastic Gift Card for your own protection. If someone makes a copy of your eGift Card or you lose your Plastic Gift Card and redeem it for the full amount, your eGift Card or Plastic Gift Card will have no value. No matter how many copies are made of the eGift Card, the value of the eGift Card is tied to the gift card number. When that number is used, the value of the purchase is deducted from the eGift Card. If you suspect that someone has copied or stolen your eGift Card or Plastic Gift Card contact Customer Support immediately. Any value that has not been used can be re-issued to you in a new eGift Card or Plastic Gift Card.
Who is CashStar?
CashStar is a Maine-based company specializing in eGift Cards that allow consumers and businesses to securely send gift cards over the internet. CashStar's focus is on developing a secure payment technology platform and service dedicated to bridging the digital and physical divide. CashStar is fully PCI compliant.
www.Timberland.com eGift Card, powered by CashStar.