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Here is the FREQUENTLY ASKED QUESTIONS

Looking for missing points?

To help us answer your e-Store enquiries including missing Points claims, we ask that you kindly complete our guided enquiry process to enable us to aid you faster.

FREQUENTLY ASKED QUESTIONS

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

Join

What is the Velocity e-Store?

The Velocity e-Store is Velocity Frequent Flyer’s online shopping website for earning Velocity Points when you shop with over 200 local and international online retailers.

To earn Velocity Points by using the Velocity e-Store, 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

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 fee. Click here to join online now.

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.

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.

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.

To earn Velocity Points at the Velocity e-Store 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 e-Store retailer direct without coming through e-Store first, your purchase won’t track. If you login to e-Store, then go directly to a retailer (in new web page), your transaction may not be attributed to the e-Store.

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.

We use cookies to track Velocity e-Store 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 purchase history so we can allocate Points to your account.

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 purchase 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.

In Google Chrome, you open up the browser then:

  • Click the Chrome menu bar on the browser toolbar
  • Select ‘Settings’ and then click ‘Advanced’ settings
  • Select ‘Site Settings’
  • Under Permissions, select ‘Cookies’
  • Select ‘Allow sites to save and read cookie data (recommended)

In Safari, you open up the browser then:

  • Go to the ‘Safari’ on the browser toolbar
  • Select ‘Preferences’
  • Select the ‘Privacy’ tab
  • Under ’Cookies & website data’, select ‘Allow from websites | visit

In Firefox, you open up the browser then:

  • Go to ‘Tools’ on the browser toolbar
  • Select ‘Options’
  • Select ‘Privacy & Security’
  • Select ‘Cookies and Site Data’
  • Select ‘Manage Permissions’
  • Add in the Velocity e-Store website address
  • Select ‘Allow’
  • Select ‘Save Changes’

In Edge, you open up the browser then:

  • Go to ‘Tools’ on the browser toolbar
  • Select ‘Settings’
  • Scroll down to ‘Advanced Settings’,
  • Select ‘View advanced settings’
  • Scroll down to ‘Cookies’
  • Select ‘Don’t block cookies
  • Click out

In Internet Explorer, you open up the browser then:

  • Go to ‘Tools’ on the browser toolbar
  • Select ‘Options’
  • Select ‘Privacy’ tab
  • Under ‘Advanced’, select ‘Accept’ First- party cookies and Third- party cookies
  • Select ‘Always allow session cookies’
  • Select ‘Ok’ on all pop up’s

In Samsung Internet, you open up the browser then:

  • Go to the ‘Menu’, on the browser toolbar
  • Select ‘Settings’
  • Under ‘Advanced’, select ‘Privacy & Security’
  • Under ‘General’, select ‘Accept/Enable Cookies’

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

The Velocity e-Store 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 retailers will pay 2 points per $1 spent. For example, if a retailer is offering 2 Points per $1 spent, and your transaction total is $50, you can expect to receive 100 Points. Transactions typically exclude GST and Shipping when calculating Points.

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

No – when you buy something, the transaction will appear in your Velocity e-Store My Purchases as ‘Pending’ within 7 days*.

We will then confirm the transaction with the retailer before updating the transaction status to ‘Approved’ and adding Velocity Points to your account. This takes up to 37 days from purchase.

Once your purchase is approved, Points will be appear on your Velocity account and be available for redemption.

If you would like help, please contact us.

*Eligible iTunes purchases do not enter a pending state, instead they will appear as approved approximately 20 days from purchase date. Points on Apple purchases will show as pending in your account once shipped. Ebay purchases in some circumstances take 14 days to appear as pending.

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.

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 eligible purchase is made after you have logged in and clicked through from the Velocity e-Store.

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

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.

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.

You will need to check with each individual retailer for full details of their delivery options. Unless overwise stated, all international retailers deliver to Australia.

Unfortunately, we are unable to award Points if you did not access the retailer website via the Velocity eStore before making a purchase. The next time you shop, always visit the retailer’s website after you log into your account. Then click on the ‘Shop Now’ button so that cookies can track your visit and we can award Points.

Yes. When you make an eligible purchase, the transaction will appear in your Velocity e-Store My Purchases as ‘Pending’ within 7 days*. We will then confirm the transaction with the retailer, update the transaction status to ‘Approved’ and credit the Velocity Points to your Velocity account within 37 days.

* Eligible iTunes purchases do not enter a pending state, instead they will appear as approved approximately 20 days from purchase date. Points on Apple purchases will show as pending in your account once shipped. Ebay purchases in some circumstances take 14 days to appear as pending.

There are two possibilities. It takes 7 days for a purchase to display as ‘Pending’ in your e-Store My Purchases and up to 37 days for Velocity Points to be credited to your account.

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 ‘e-Store Claim Missing Points’ within your Velocity account Page located on the credentials drop-down.

* Eligible iTunes purchases do not enter a pending state, instead they will appear as approved approximately 20 days from purchase date. Points on Apple purchases will show as pending in your account once shipped. Ebay purchases in some circumstances take 14 days to appear as pending.

To submit an online claim, please complete all fields at the following missing Points claim form page.

You must be logged in to submit an enquiry.

From time to time retailers may decide they no longer wish to participate in the Velocity e-Store and provide Points for purchases.

All purchases of goods and services at the Velocity e-Store 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.

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 e-Store 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.

Due to the recent updates on iOS 12 and MacOS Mojave, members may not earn Points when transacting on the Safari browser at the below merchants. If you shop with any of the impacted merchants, we advise you to use an alternative browser when shopping on the e-Store.

If you have clicked ‘Shop Now’ and transacted with a merchant on the e-Store but have not received your Points, please submit a missing points claim here.

As from 1 May 2019 the below merchants are impacted by this:

123InkJets, Adore Beauty Australia, Ancestry.com.au, Angus & Robertson Bookworld, Anthropologie, Appliances Online AU, Australian Ugg Boots AU, Aveda, Banana Republic US, Blackmores, Blue Nile AU, Bobbi Brown, Bonds, Boodjera, Booktopia, Bras N Things, Champs Sports, Clarks AU, Clinique, Connor AU, Crabtree & Evelyn (AU), Crossroads (AU), David Lawrence, Dell Australia, Dotti, eastbay.com, Edible Blooms, Estee Lauder Australia, Farfetch AU, Footlocker.com, Fortnum & Mason, Fossil, Gap US, General Pants AU, GHD AU, Glasshouse Fragrances, GoDaddy.com, Growing Gifts, Hallenstein Brothers, Hotel Chocolat, HP Australia, Hush Puppies Australia, Jacqui E, JAG AU, Jay Jays, Jeff Banks, Johnny Bigg, Julius Marlow, Just Jeans, Katies, Kobo Australia, Kogan.com, Lenovo AUS, M.J. Bale, Macarthur Baskets AU, MARCS AU, Marks & Spencer AU, Molton Brown, Mossimo, Mothercare, Mydeal, Myer, National Geographic Store, Naturalizer, Oasis AU, Old Navy US, Oroton, Petals, Petbarn, Peter Alexander AU, Peter Alexander [NZ], Points4Purpose, Portmans, PrettyLittleThing, Priceline, R.M. Williams, Rays Outdoors, RSL Art Union, SABA, Sheridan, Shopbop AU, Smiggle, Sportscraft, SSENSE, StrawberryNET, Stylebop.com, Styletread AU, Sunglass Hut AU, SurfStitch, Swarovski AU, T.M. Lewin, Temple & Webster Australia, The Body Shop AU, The Vet Shed, Thomas Pink UK, Vitality 4 Life, Volley, Winc, Yogee Toys.

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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 Rewards Store for gift cards and all sorts of great retail items. Visit Redeem for more information on redeeming Points.

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.

Not as long as you are an active Velocity member. You are an active member if you earn, redeem or buy Points within a two 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.

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

Velocity Frequent Flyer will not share personal information about you with our e-Store retailers.

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

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

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.

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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