FREQUENTLY ASKED QUESTIONS

Q.	Where can I find the status of the points I have earned?
A.	From the home page, click on “My Activity.” This link is found on the right side of the screen under “Points Available”.
Q.	How do I know which gifts I can select from?
A.	You may select any award pictured in the online catalog, as long as you have enough points in your point bank to redeem that award.
Q.	Do my points rollover from year to year?
A.	Yes! This allows you to accumulate bigger point totals towards items on your "wish list."
Q.	Do I have to use my points within a specific timeframe?
A.	Points earned through Engage™ expire three (3) years from the date they post to your account. Points may be redeemed at any time after they are credited to your account and until the relevant expiration date.
Q.	May I transfer my points to another purchaser or can we combine our points?
A.	The points you have received are a personal thank you from the Fina family for your continued loyalty. For this reason, your points are not transferable and can’t be combined.
Q.	What is a Goal Award?
A.	From the Awards Center you can choose items to add to your wish list. You can add as many items to your wish list as you would like. Each item placed on the wish list is considered a “goal” item. Each time that you refresh your screen, you will see one of your goal items displayed on the right side of the screen and the number of points needed to reach your goal will appear.
Q.	I have questions regarding a gift offered and cannot seem to find an answer in the item description. How can I learn more specific gift information?
A.	Our Customer Care Representative can answer any questions you may have regarding a gift offering. To speak with an Engage representative, please call us toll-free at 1.800.BUY.FINA (1.800.289.3462) or email us at rewards@mcfina.com.
Q.	Can I see the status of orders that I’ve placed?
A.	Yes. Once you have logged in, click on "Order History". This button is on the left side of the screen at the end of the menu.
Q.	Why doesn’t my order history show my jewelry purchases?
A.	The Engage website only shows the order status of items that you have redeemed using the points you have earned from your jewelry purchases. For information on a pending purchase order you can contact your jewelry sales consultant directly. To contact your sales consultant via phone or email, simply click here for our Jewelry Staff Directory.
Q.	When will my gift arrive?
A.	We will begin processing your gift order within 24 hours of receiving your selection. Most orders are shipped from our fulfillment center within 2-3 days.
Q.	How will my award be delivered to me?
A.	Your merchandise will be sent directly to the address you have in your profile.
Q.	How will my gift be delivered?
A.	All gifts are delivered by UPS Ground service, except for gifts that are very large, which will be delivered by a private truck. If your order will be delivered by a private truck, you will be contacted by telephone to schedule a delivery.
Q.	Is there an extra charge for shipping outside of the US?
A.	Shipping is only available within the continental U.S.
Q.	Can I choose where my gift will be shipped?
A.	Yes, the address you have in your “Profile” is automatically put into the checkout form. However, you can change it at the time of checkout if you would like to do so. Note: UPS cannot deliver to P.O. Boxes.
Q.	Can I change the information on my profile?
A.	You can change some items such as your password, mailing address and phone number. You cannot change your user name (email address).
Q.	Are the gifts offered in this recognition program covered under a warranty?
A.	All electronics are covered under the manufacturer’s warranty.
Q.	I redeemed points using Engage, received the confirmation of my order, but I want to change my delivery address. Can I make this change?
A.	Sorry, for security reasons, once you have completed selecting a gift, Engage will not allow you to directly access the ordering area. But do not fret - simply call your Customer Care Representative toll-free at 1.800.BUY.FINA (1.800.289.3462) or via email at rewards@mcfina.com, and they can make any changes you wish.
Q.	It looks like points have been deducted from my account but I haven't redeemed any points for merchandise. How can I get my points back?
A.	You may have added an item to your shopping cart while you were in the Awards Center. Once you do that, points are temporarily deducted from your account to keep track of how many points you have left to continue shopping with. If you didn't complete the order but left the item in the shopping cart, the points associated with that item will stay in the shopping cart until you either complete the order by clicking on "Proceed to Checkout" from the shopping cart or delete the item from your shopping cart. To delete an item, click the checkbox next to the item marked "delete" and then click "update cart" and the points will return to your point balance.
Q.	I have a question that wasn’t on this list? Whom should I ask about it?
A.	To speak with an Engage representative, please call us toll-free at 1.800.BUY.FINA(1.800.289.3462) or email us at rewards@mcfina.com.