Who should I contact for support with questions about a redemption order that has already been submitted?
- Members should contact Maritz Customer Service at 844-402-0044. Note, Maritz Customer Service is available from 8am to 4:30pm CST, Monday through Friday and is closed on major holidays. Customer Service hours may be impacted during severe weather.
- Sonesta Travel Pass Members may also email Maritz Customer Service with order questions or item information through their Contact Us form.
How do I review and check order history?
- Members can check order history by visiting http://sonesta.com/gift-cards entering the Gift Card Mall and selecting My Account/My Orders.
How do I check order status or look up a tracking number for a redemption?
- Members can check order status by visiting http://sonesta.com/gift-cards entering the Gift Card Mall and selecting My Account/My Orders. The first page will display all order history. Click on the appropriate order number to view the status of that order and access tracking numbers, when applicable.
When can I expect to receive an order for a gift card?
- All gift card orders require 2 business days to process. Electronic gift cards are typically delivered via email 72 hours after order.
- Physical gift cards are shipped directly from the merchant. Please allow 1-8 weeks for delivery, depending on the item. Estimated time of delivery can be reviewed by visiting http://sonesta.com/gift-cards entering the Gift Card Mall and selecting My Account/My Orders. If additional delivery details are needed or if the card is suspected of being lost by the shipping carrier, contact Maritz Customer Service at 844-402-0044. The Customer Service team will file a claim on behalf of the member. Please note, if a claim is filed directly with the shipping company, it may delay, hinder or prohibit resolution by Maritz Customer Service.
I redeemed points for multiple gift cards, will they arrive together?
- Items ordered may not necessarily ship together, even if they are from the same merchant.
Where will my gift card be sent?
- Electronic gift cards will only be sent to the email address on the member’s account. If an update to the member email account is needed, the member should contact Sonesta Travel Pass member support at 855-622-2160.
- Physical gift cards will be sent to the shipping address entered when the gift card is ordered.
Are there limitations to where a gift card can be sent?
- Physical gift cards may not be shipped to PO Boxes or Armed Forces/Foreign (FPO/APO) Post Office Boxes.
- Orders may not be shipped outside of the United States.
- Orders shipped to Alaska, Guam, Hawaii, Puerto Rico and the Virgin Islands may require additional shipping charges. Standard delivery charges apply to delivery within the 48 Contiguous States only.
Can I return or cancel a redemption for gift cards?
- All gift cards and electronic gift cards are not returnable, exchangeable, refundable, or redeemable for cash, credit or previously purchased items under any circumstances.