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FAQs

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

Join

How do I become a Velocity Rewards Member?

It is free to join Velocity Rewards online, and can be done in just a few minutes. We’ll give you a Membership Number straight away so you can start earning Velocity Points. You’ll receive a Membership Card within 21 working days.

Can I join if I live outside of Australia or New Zealand?

Sorry no, at this stage only Australian or New Zealand citizens can join Velocity.

Do I need to join Velocity to earn Points when I purchase through ShopAndEarn?

Yes. As long as you’re a Member and have logged in, you can earn Points while shopping online.

Do I need to join ShopAndEarn to earn Velocity Points?

You don’t join ShopAndEarn. As long as you’re a Velocity Member and have logged in, you can earn Velocity Points while shopping online.
Can I purchase from ShopAndEarn if I am not a Velocity Member?
Anyone can browse the ShopAndEarn Store, however you must be a Velocity Member to purchase and earn Points.

Earn

How do I start shopping and earning Points at ShopandEarn?

Login at velocityrewards.com.au or shopandearn.com.au (at the login box in the top-right corner of the screen).
Use your Velocity Membership Number and password to login.

Can I earn Points if I am not a Velocity Member?

No. You must be a Velocity Member to earn Points. Join online – it’s free and easy!

I signed into my Account and made purchases via ShopAndEarn, but my sales aren't showing up in my Account - what's going on?

If your purchase was with one of our Domestic Retailers it may take up to 24 hours for it to display as ‘Pending’ in your Account and if your purchase was with one of our International Retailers it may take up to 5 days for it to display as ‘pending’ in your Account.
The time for approval varies but usually takes about 30 days (but can take up to 60 days) for Domestic Retailers and 60 days for International Retailers.
It may be that the web browser used at the time of purchase had cookies disabled. Cookies allow us to track your purchase - without them there’s no way for the system to allocate Points to your Account. Read more about cookies.

If you’d like help figuring out what’s happened, contact us.

I forgot to Login before buying something. Can I still have my Points?

Sorry no, we’re unable to retrospectively allocate Points. The next time you shop, always visit the Retailer’s website via ShopandEarn so that cookies can track your visit and we can allocate Points.

Are my Points immediately credited to my Account?

When you buy something the transaction will appear in your ShopAndEarn Transaction History as ’Pending’ within 1 working day for Domestic Retailers and 5 days for International Retailers.
We’ll then confirm the transaction with the Retailer before updating the transaction status to ‘Approved’ and adding Points to your Account. This takes 30 working days on average, but may take up to 60 days (and is subject to the Retailer’s Terms & Conditions).
From there, Points will be shown on your Velocity Membership Account and Member Statement, and will be available for redemption.

If you’d like help please contact us.

How do I know how many Points I’ll earn?

The ShopAndEarn Store will clearly outline how many Points you’ll earn. In most cases, this will be expressed as a number of Points earned per dollar spent.

For example, if a Retailer is offering 2 Points per dollar spent, and your transaction total is $50, you can expect to receive 100 Points.
In another example, you may not earn Points per dollar spent, but rather X Points for a single purchase, or by registering for a service with that Retailer. In this instance, you’ll receive Points for that one action, but not for subsequent actions or purchases on that Retailer’s site.

Will I earn Points for postage/handling or tax included in my transaction?

This will vary from one Retailer to the next. In most instances, we recommend calculating the Points you expect to earn based on the total transaction value before GST and postage/handling is applied.

Can I see my ShopAndEarn Transaction History online?

Yes.

When you buy something the transaction will appear in your ShopAndEarn Transaction History as ’Pending’ within one working day for Domestic Retailers and 5 days for International Retailers.
We’ll then confirm the transaction with the Retailer before updating the transaction status to ‘Approved’ and adding Points to your Account. This takes on average 30 working day, but may take up to 60 days (and is subject to the Retailer’s Terms & Conditions).
From there, Points will be shown on your Velocity Membership Account and Member Statement, and will be available for redemption.

Why do I earn more Points with some Retailers than with others?

It’s our Retailers who make a call on the level of Points given for shopping with them.

There's an online shop I visit frequently, but it's not part of ShopAndEarn. How can I get it added?

We're constantly adding and looking for new Retailers, so if you know of a great online service or shop that you'd like to see added to our growing list, please get in touch.

I was interested in a Retailer who is no longer listed, can you tell me why?

From time to time Retailers may decide they no longer wish to participate in the Velocity Rewards Program and fund Points for our Members. When this happens, we bid them a fond farewell and remove them from our listings.

I am an Australian Velocity Rewards Member but want to have my order delivered overseas, can I do this and still earn Points?

All of our Domestic Retailers deliver within Australia and some also deliver internationally - for delivery coverage info please refer to individual Retailer Terms & Conditions.
Some of our International Retailers deliver to Australia but some only deliver to international destinations – for delivery coverage info please refer to individual Retailer Terms & Conditions.
As long as your purchase is made after you’ve logged in and clicked through from the ShopAndEarn Store, yes you will earn Points.

I am a New Zealand Velocity Member, can I still shop and earn?

Yes. All Members are eligible to earn Points when they login and shop online at any one of our Retailers. Points per dollar relate to the allocation of Points per Australian dollar.

How is the exchange rate for International Retailers calculated?

The rate is updated at the beginning of each month and is obtained by Velocity Rewards from Reuters.

Redeem

Can I use my Points to redeem?

Yes, that’s what they’re for! Once Points are credited to your Velocity Membership Account you can redeem them on flights and all sorts of everyday shopping items with the Virgin Blue Group, our Program Partners and at the Velocity Rewards Store.

Can I purchase products directly from ShopAndEarn online Retailers with my Points?

Not with our ShopAndEarn Retailers, but we do have a large selection of products you can redeem Points for, either with our extensive range of Program Partners or at the Velocity Rewards Store.

Can I exchange my Points for cash?

No. Once Points are credited to your Account you can redeem on flights and all sorts of everyday shopping items with the Virgin Blue Group, our Program Partners and at the Velocity Rewards Store.

Do the Points in my Account ever expire?

No, not as long as you’re an active Member (that is, a Member who earns or redeems Velocity Points within a 3 year period).

Security

Are my personal details safe?

Your personal info is kept completely confidential. (You can read our Privacy Policy here).

Will I be contacted by any of your Retailers?

Velocity Rewards will not share any personal information about you with our Retailers. Please note though that when you click a ‘Shop Now’ link to a Retailer, you will leave ShopAndEarn completely and be subject to that Retailer’s Terms & Conditions. If you leave your details with a Retailer, they may contact you.

What’s a cookie?

A cookie is a small piece of data used by web servers to help identify web users. Cookies can be turned on and off by you at any time in your web browser menu.
Cookies allow Velocity to award your Points for any transactions with Retailers.

How are cookies used at ShopAndEarn?

We use cookies to track ShopAndEarn transactions so that we can credit your Velocity Account for any purchases made with our Retailers.
How it works is that a piece of code on our Retailers’ websites records your unique ID number and transaction, and then passes that back to us. We then use this to match it back to your details so we can allocate Points to your Account.

How can I check my cookies are turned on?

In Internet Explorer, you open up the browser then:

go to ‘Tools’
select ‘Options’
under ‘Privacy’, move settings slider to ‘Medium’ or lower
hit ‘Ok’.

In Firefox, you open up the browser then:

go to ‘Tools’
select ‘Options’
under ‘Privacy’, select ‘Accept cookies from sites’
hit ‘Ok’.

In Safari, you open up the browser then:

go to ‘Edit’
select ‘Preferences’
under the ‘Security’ tab in the ‘Allow Cookies’ section, select ’Only sites you navigate to’
hit ‘Ok’.

In Konqueror 3 and 4 (for Linux):

select ‘Configure Konqueror’ from the ‘Settings’ menu
in the new Configure Konqueror menu, find and select ‘Cookies’ from the left side menu (you might need to scroll down the list a bit),
to enable:
- Select ‘Automatically accept session cookies’
hit ‘Ok’.

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

Membership

Can I cancel my Velocity Membership?

We’d be sad to see you go, but of course you can cancel. Just contact us at Velocity Rewards:

What do I do if I’ve forgotten my Velocity password?

Click the ‘Forgot Password’ link next to where you login. Enter your Velocity 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.

What do I do if I forget my Membership Number or the email address that I used to join with?

Get in contact with us.

How do I update my personal details?

Delivery

Where will ShopAndEarn Retailers deliver to?

You will need to check with each individual Retailer for full details of their delivery options. Please note that some International Retailers do not deliver to Australia.