FREQUENTLY ASKED QUESTIONS

How do I login?

Simply enter the certificate number and authorization code from your certificate.

Please note: you will receive your certificate code for the fundraising level you achieved approximately 8-10 weeks after your Walk.

Who should I contact if I lose my certificate?

Contact your local JDRF Chapter. To find your chapter, please visit jdrf.org.

When will I receive my reward?

Your selection will be shipped within 10 working days after you have placed your order. Please allow 2 - 3 weeks from the time you place your order for delivery.

How do I know you received my order?

You will receive an e-mail confirmation of your order to the e-mail address you provide. When your item ships, you will receive another e-mail with the UPS tracking number.

When does my reward selection expire?

The expiration date to redeem your reward is on your certificate. It will be 90 days from date of issuance.

I WOULD LIKE TO GET A REWARD FOUND ON A DIFFERENT LEVEL. CAN I SELECT IT?

If the reward is in a level below what you earned, yes, you can select it.

I RECEIVED AN ITEM SIMILAR TO, BUT NOT THE SAME REWARD THAT I SELECTED?

In some cases an item will have to be substituted with a similar item of greater or equal value. We strive to offer products that will be available long term but cannot always guarantee the duration of availability.

I WOULD LIKE TO EXCHANGE MY REWARD FOR A DIFFERENT SELECTION.

Exchanges or returns of a reward are not allowed, with the exception of one exchange for different size on select apparel items. Customized apparel is not eligible for exchange or return.

Should it become necessary to return any product, call customer care at toll-free # 877-847-8717 between 8:00am - 4:30pm CST, Monday - Friday or email cs.returns@summitmg.com to obtain a Return Authorization number (RA#). Unauthorized returns without an RA # will not be accepted. All returned product must be complete and include all components of the item being returned. If you wish to return an item for reasons other than damage, defective, or incorrect item contact customer care within 30 days of receipt of the product to initiate such a return or exchange. No returns or exchanges may be made after 30 days

I RECEIVED MY REWARD AND IT ARRIVED BROKEN OR DOES NOT WORK.

Inspect all packages immediately upon receipt. You may refuse delivery of a damaged package. All damages, shortages or errors must be reported to Customer Care within one week of receipt of the package. Please have the order number ready when you call so that the representative may file a damage claim with the carrier. Once the carrier has confirmed the damaged shipment, a replacement unit will be shipped at no expense to you.

For product shipped directly from a supplier's facility, Customer Care will coordinate with the supplier to have the unit in question picked up from the customer. Once the supplier has received and inspected the returned product, a replacement unit will be shipped at no expense to you directly from the supplier. All components of the product must be returned in their original packaging.

I AM HAVING PROBLEMS REDEEMING MY REWARD ON THE WEBSITE. WHO CAN I CONTACT FOR TECHNICAL SUPPORT?

For technical support, please contact the customer care team at cs.jdrf@summitmg.com or by phone at 1-877-847-8892. Our hours of operation are 7:30 am - 5:30pm CST Monday through Friday.

IS MY PERSONAL INFORMATION KEPT PRIVATE FROM OUTSIDE PARTIES?

We are committed to respecting the privacy rights of our customers and all visitors to this website. We take this matter very seriously and have instituted many procedures to insure your privacy rights, as stated herein. For more information please see our complete Privacy Statement.