Please use the form below to submit your question regarding the Online Rewards website. You may also submit questions or comments to StarBUX@aimco.com.
For technical problems with your account, like difficulty changing your account information, or errors appearing in the program, please use the help form above. Please be sure to include as much relevant information as possible so that we can get back to you.
For questions about merchandise orders please use the help form above. Include your order number, and the approximate date you placed the order. You can always find your order numbers under the 'My Account' section or by clicking here.
Delivery: Items are generally delivered within 2-3 weeks of placing an order. Some items may take up to 4 weeks. If Online-Rewards anticipates a delay with your order greater than 3 weeks, you will be contacted via email. At that point you will have the option to reply to the email with instructions to cancel the order and receive a refund of the value of points for that item if the order has not shipped by the time the cancellation request is received.
Catalog substitutions: Due to new product introductions throughout the year, certain models are discontinued and replaced by items of equal or greater value. We reserve the right to withdraw any product offering from the program catalog and introduce suitable substitute items if available.
Discontinued items: Due to changes in product availabilities on a day-to-day basis, items ordered may be unavailable to ship. In such circumstances we may offer a suitable substitute of equal or greater value. You will receive any substitute offer notifications via email. To accept the substitution, you will need to respond to the email within 5 business days. In the event that you do not respond to the substitution email, we will cancel your order and refund the points to your account.
Tracking orders: You can track the status of your order by visiting the My Account section of the program web site and viewing the my account section of the site. In some circumstances, online tracking information is not available depending upon the shipper used.
Shipping: Items are shipped UPS/ FedEx/ DHL ground service. Expedited shipping services are not available. Large items are shipped by local carriers. Some items are shipped USPS.
Defective Merchandise: If an item is defective and you submit a claim within 15 days of receipt of the item, the item will be replaced at no charge. We will require that you return the item in the original packaging. Please complete the help form and include your order number, description of the product and description of the problem. Once you have submitted a claim for defective merchandise, we will contact you with an RMA number and return instructions. Items that are returned without the original packaging will not be accepted. Once the defective item has been received, a replacement will be sent out.
Damaged in Transit: If an item is delivered and the packaging is damaged, please do not accept the package and complete the help form immediately. Include your order number, description of product and nature of damage. Once you have submitted a claim for the replacement of an item that has been damaged in transit, we will contact you with any additional instructions. Items damaged in transit will be returned to the manufacturer and a replacement sent out at no charge or your points will be refunded.
Returns: Items can be returned within 15 days of receipt. All returns must be un-opened, in the original packaging. Return requests must be submitted in writing using the help form. Please include your order number, description of product and reason for return. We will contact you with an RMA number and return instructions. All shipping costs for returns are at your expense. A restocking fee of up to 25% may apply for certain items. Any restocking fees will be deducted from your account once the points are refunded. All returns must be shipped through either UPS, FedEx or DHL and tracking information provided.