FAQs

Use these links to jump to specific topics or else just scroll down the screen to read our frequently asked questions.

JOIN

What is Velocity eStore?

Velocity eStore is Velocity Frequent Flyer’s online shopping website for earning Velocity Points when you shop with over 150 local and international online retailers.

Do I need to join Velocity eStore to earn Velocity Points?

To earn Velocity Points by using the Velocity eStore, you need to be a member of Velocity Frequent Flyer and logged into your Account while shopping. Velocity is free to join and there are no annual membership fees. Click here to join now.

Do I need to join Velocity to earn Points when I purchase through Velocity eStore?

Yes, you must be a Velocity member to earn Velocity Points. You also need to be logged in to your Account while shopping, so that Velocity Points can be credited for your purchases. Velocity is free to join online and there are no annual membership fees. Click here to join online now.

How do I become a Velocity Frequent Flyer member?

It is free to join Velocity Frequent Flyer online, and can be done in just a few minutes. We will give you a membership number straight away so you can start earning Velocity Points. You will receive a membership card within 21 working days.

Can I join if I live outside of Australia or New Zealand?

At this stage only residents of Australia, New Zealand, Papua New Guinea, Fiji, Cook Islands, Vanuatu, Tonga, Solomon Islands or Samoa can join Velocity.

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EARN

Can I earn Points if I am not a Velocity member?

No. You must be a Velocity member to earn Velocity Points. Velocity is free and easy to join online.

I am a New Zealand Velocity member; can I still shop and earn Points?

Yes. All Velocity members are eligible to earn Velocity Points when they login and shop online with any one of our retailers. Points earn rate per dollar spent relate to the allocation of Points per Australian dollar calculated on the current exchange rate. When you make your purchases, you need to ensure the retailer you choose delivers to New Zealand.

How do I start shopping and earning Velocity Points at the Velocity eStore?

To earn Velocity Points at the Velocity eStore you need to be a Velocity member and logged into your Account while you are shopping. You must click on the ‘Shop Now’ button each time and every time you want to earn Velocity Points.

If you visit an eStore retailer direct without coming through eStore first, your purchase won’t track. If you login to eStore, then go directly to a retailer (in new web page), your transaction may not be attributed to the eStore.

You must click from the eStore ‘Shop Now’ button for your purchase to track.

In order for your purchases to be tracked and Points to be allocated, your cookies must be turned on before you click on the ‘Shop Now’ button.

How are cookies used at Velocity eStore?

We use cookies to track Velocity eStore transactions so that we can credit Velocity Points to your Velocity Account for any purchases made with our retailers. Our cookies are a safe and temporary piece of code placed on your computer which will be recorded via our retailers’ website. The code records your unique ID number and transaction, and then passes the information from the retailer back to us. We then use this information to match it back to your transaction history so we can allocate Points to your Account.

What’s a cookie?

A cookie is a piece of code placed on your computer which will be recorded via our retailers’ website. The code records your unique ID number and transaction details, and then passes the information from the retailer back to us. We then use this information to match it back to your transaction history so we can allocate Points to your Account. Cookies can be turned on and off by you at any time in your web browser menu.

How can I check my cookies are turned on?

In Internet Explorer, you open up the browser then:

  • Go to ‘Tools’
  • Select ‘Options’
  • Under ‘Privacy’, move settings slider to ‘Medium’ or lower
  • Hit ‘Ok’.

In Firefox, you open up the browser then:

  • Go to ‘Tools’
  • Select ‘Options’
  • Under ‘Privacy’, select ‘Accept cookies from sites’
  • Hit ‘Ok’.

In Safari, you open up the browser then:

  • Go to ‘Edit’
  • Select ‘Preferences’
  • Under the ‘Security’ tab in the ‘Allow Cookies’ section, select ’Only sites you navigate to’
  • Hit ‘Ok’.

In Google Chrome, you open up the browser then:

  • Click the Chrome menu bar on the browser toolbar
  • Select ‘Settings’ and show advanced settings
  • In the ‘Privacy’ section click the Content settings button
  • In the ‘Privacy’ section, you can change the following cookies settings: Allow cookies by default.

If using any other browser, just check out their Help section.

How do I know how many Points I will earn?

The Velocity eStore will clearly outline how many Velocity Points you will earn. In most cases, this will be expressed as a number of Points earned per dollar spent. Generally all retailers will pay 2 points per $1 spent. For example, if a retailer is offering 2 Points per dollar spent, and your transaction total is $50, you can expect to receive 100 Points. All transactions typically exclude GST and Shipping when calculating Points.

Will I earn Points for postage/handling or tax included in my transaction?

Velocity Points are not calculated on postage/handling or tax.

Are my Points immediately credited to my Account?

No – when you buy something, the transaction will appear in your Velocity eStore transaction history as ‘Pending’ within 1 working day*. International Retailer transactions may take up to 5 days to appear as ‘Pending’.

We will then confirm the transaction with the retailer before updating the transaction status to ‘Approved’ and adding Velocity Points to your Account. This process takes 30 working days.

Once your transaction history is set to ‘Approved’, Points will be shown on your Velocity Account and member statement, and will be available for redemption.

If you would like help, please contact us.

*iTunes transactions will not appear as ‘Pending’ in 1 working day, iTunes transactions will appear only once approved and this will be around 14 working days from your transaction date. For onsport.com.au, Experience Oz & NZ, Gift It Now, Golf2Day and iSUBSCRiBE purchases, Points will not display in your eStore Account. Please refer to your Velocity Account to view these transactions. For these retailers, you will be reminded before shopping to add your Velocity membership number at check-out to earn your Points. Please refer to your Velocity Account Page to view these transactions. Ebay purchases in some circumstances may take 7-10 business days to appear as ‘Pending’.

Why do I earn more Points with some Retailers than with others?

Our retailers each make an individual decision on the number of Points given for shopping with them. The amount of Points you earn with each retailer may change from time to time.

I am an Australian Velocity Frequent Flyer member but want to have my order delivered overseas, can I do this and still earn Points?

Yes, you can still earn Velocity Points on purchases delivered overseas. For delivery coverage information for each retailer, please refer to the individual retailer’s delivery Terms & Conditions. You will earn Points as long as your purchase is made after you have logged in and clicked through from the Velocity eStore.

Remember, once on the retailer’s website if you change from an AU version environment to an overseas version, your purchase is unlikely to track.

How are Points calculated on international purchases?

Any purchase made in international currency will be converted to AUD at the time of calculating Points. Points are always calculated based on a purchase price (as per specific retailers terms and conditions) in AUD.

How is the exchange rate for international retailers calculated?

Points earn rate per dollar spent relate to the allocation of Points per Australian dollar calculated on the current exchange rate. The rate is updated at the beginning of each month and is obtained by Velocity Frequent Flyer from Reuters.

Where will Velocity eStore Retailers deliver to?

You will need to check with each individual retailer for full details of their delivery options. Please note that all international retailers deliver to Australia, unless otherwise stated.

I forgot to login before buying something. Can I still have my Points?

Unfortunately we are unable to retrospectively allocate Points if you did not login on the Velocity eStore. The next time you shop, always visit the retailer’s website after you log into your account and then click on the ‘Shop Now’ button so that cookies can track your visit and we can allocate Points.

* Please note that onsport.com.au and iSUBSCRiBE purchases can be retrospectively claimed via ‘Claim Missing Points’ within your Velocity Account Page.

Can I see my Velocity eStore transaction history online?

Yes. When you buy something, the transaction will appear in your Velocity eStore Transaction History as ’Pending’ within one working day*. International Retailer transactions may take up to 5 days to appear as ‘Pending’. We will then confirm the transaction with the retailer before updating the transaction status to ‘Approved’ and adding Points to your Account. This takes on average 30 working days.* From there, Points will be shown on your Velocity membership Account and member statement, and will be available for redemption.

*iTunes transactions will not appear as ‘Pending’ in 1 working day, iTunes transactions will appear only once approved and this will be around 14 working days from your transaction date. For onsport.com.au, Experience Oz & NZ, Gift It Now, Golf2Day and iSUBSCRiBE purchases, Points will not display in your eStore Account. Please refer to your Velocity Account to view these transactions. For these retailers, you will be reminded before shopping to add your Velocity membership number at check-out to earn your Points. Please refer to your Velocity Account Page to view these transactions. Ebay purchases in some circumstances may take 7-10 business days to appear as ‘Pending’.

I logged-in to my Account and made purchases via Velocity eStore, but my sales aren’t showing up in my Account.

There are two possibilities. It takes one working day for a purchase to display as ‘Pending’ and up to 30 days on average for Velocity Points to be credited to your Account. *. International Retailer transactions may take up to 5 days to appear as ‘Pending’.

Alternatively, it may be that at the time of purchase, your internet browser cookies were disabled. Cookies allow us to track your purchase and without them the system is unable to allocate Points to your Account. Read more about cookies.

If none of the above applies and you would like further help, please contact us via ‘eStore Claim Missing Points’ within your Velocity Account Page located on the credentials drop-down.

*iTunes transactions will not appear as ‘Pending’ in 1 working day, iTunes transactions will appear only once approved and this will be around 14 working days from your transaction date. For onsport.com.au, Experience Oz & NZ, Gift It Now, Golf2Day and iSUBSCRiBE purchases, Points will not display in your eStore Account. Please refer to your Velocity Account to view these transactions. For these retailers, you will be reminded before shopping to add your Velocity membership number at check-out to earn your Points. Please refer to your Velocity Account Page to view these transactions. Ebay purchases in some circumstances may take 7-10 business days to appear as ‘Pending’.

How do I submit a missing Points claim online?

To submit an online claim please complete all fields at the following missing Points claim form page: http://estore.velocityfrequentflyer.com/claimpoints

You must be logged in to submit an enquiry

I was interested in a retailer who is no longer listed. Can you tell me why they are no longer available?

From time to time retailers may decide they no longer wish to participate in the Velocity Frequent Flyer Program and provide Points for purchases.

I purchased with an eStore retailer but have not received the goods within the expected delivery timeframe. What should I do?

All purchases of goods and services at the Velocity eStore will be subject to the terms and conditions of the Retailer from which they are purchased including, but not limited to, delivery and return policies. If you have any questions regarding your purchase, or complaints, please contact the Retailer directly.

I received the wrong product/size/colour or specification that I ordered. What should I do?

If you have any questions regarding your purchase, including queries relating to the delivered product, please contact the Retailer directly. All purchases of goods and services at the Velocity eStore will be subject to the terms and conditions of the Retailer from which they are purchased including, but not limited to, delivery and return policies.

There is an online shop I visit frequently, but it is not part of Velocity eStore. How can I get it added?

We are constantly adding and looking for new retailers, so if you know of an online service or shop that you would like to see added to our growing list, please let us know.

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REDEEM

Can I redeem my Points?

Absolutely. Once Velocity Points are credited to your Velocity Account you can redeem them for your choice of rewards. Select from domestic and international flights, accommodation, car hire and more. You can also redeem your Points at the Velocity Frequent Flyer Online Rewards Store for gift cards and all sorts of great retail items. Visit Redeem for more information on redeeming Points.

Can I exchange my Points for cash?

No. Once Velocity Points are credited to your Velocity Account you can redeem them for domestic and international flights, gift cards, and all sorts of great retail items. Visit Redeem for more information on redeeming Points.

Can I purchase products directly from Velocity eStore online retailers with my Points?

Yes with onsport.com.au but not with other Velocity eStore retailers. We do however have a large selection of products you can redeem Points for.

Select from domestic and international flights, accommodation, car hire and more. You can also redeem your Points at the Velocity Frequent Flyer Online Rewards Store for gift cards and all sorts of great retail items. Visit Redeem for more information on redeeming Points.

Do the Points in my Account ever expire?

No, not as long as you are an active member. This means that you earn or redeem Points within a three year period.

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SECURITY

Are my personal details safe?

Your personal information is kept completely confidential. You can read our Privacy Policy here.

How do I update my personal details?

Login to your Velocity Account using your membership number and password, then click on ‘My Details’.

Will I be contacted by any of your partners or retailers?

Velocity Frequent Flyer will not share any personal information about you with our partners or retailers.

However, please note that for Velocity eStore, when you click a ‘Shop Now’ link to a retailer, you will leave the Velocity eStore site and be subject to that retailer’s Terms & Conditions. If you leave your details with a retailer, they may contact you.

Can I cancel my Velocity membership?

You can cancel your membership at any time. Just contact us at Velocity Frequent Flyer.

I have forgotten my Velocity password. What should I do?

Click the ‘Forgot Password’ link next to where you login. Enter your membership number, the email address you used when you joined, and the answer to your security question. Once all details are correct, you will be able to enter a new password.

If you are having problems accessing your Account, we are happy to assist. Just contact us at Velocity Frequent Flyer.

I have forgotten my membership number or the email address that I used to join with. What should I do?

Forgotten your membership number? Click here and enter your details to have your membership number sent to your registered email address.

Forgotten your email address? Contact us and we will be happy to assist.

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