Where’s my e-gift card?
Our team delivers e-gift cards electronically within 3–5 business days of your request, and often sooner. You can follow yours on its status card, on your Trips page and on the Rewards page.
If it's only been a few days, it's normal not to have it yet. Your request is with our team, and its status card shows where it stands.
How long does it take?
Delivery takes 3–5 business days, and often less. Weekends don't count, so a request made late in the week may arrive the following week.
For example, if you submit your request on a Friday, expect your e-gift card between Wednesday and Friday of the following week.
How do I check on it?
- Look at your status card. It's on your Trips page and on the Rewards page. It reads "Submitted · in progress" while our team works on your request, then shows the answer once it's resolved.
- Check your email. When our team resolves your request, you also get the answer by email. If you don't see it, look in your spam or junk folder.
My Miles are gone, but there's no card yet. Is that normal?
Yes. When you redeem on the Rewards page, your Miles come out of your balance right away, and our team then delivers your card within 3–5 business days. If you asked the Defera Concierge in chat instead, our team takes the Miles from your balance when it handles your request.
If our team can't fulfill your e-gift card, your Miles are returned to your balance.
Can I change the merchant or amount?
No. Your choice is final once you submit it, so the merchant and the amount can't be changed afterward.
Still waiting after 5 business days?
Chat with the Defera Concierge, our AI concierge, and tell it:
- the merchant you chose,
- how many Miles you redeemed,
- and the day you submitted your request.
It can send a request to our team to check on it, and you'll get the answer by email.
You can also call +1 (415) 319-8553, where the same AI concierge answers by voice 24/7, or email support@defera.app. Our email response time is 2–5 hours.