Frequently Asked Questions

General Membership Questions

That's easy! As a ShopHQ® VIP member, you can get the following benefits:

    Shop at ShopHQ
  • Unlimited 5% Cash Back on Every Purchase
  • Unlimited Shipping & Return Shipping Refunds
    Shop at 1,000+ Marketplace Retailers
  • 5% Cash Back on Purchases from Marketplace Retailers, up to $1,000 per Membership year
  • Up to $500 in Shipping Refunds and up to $500 in Return Shipping Refunds

You can reach our ShopHQ VIP Customer Service Department by phone, 24 hours a day, 7 days a week, at 877-808-4846. You can also email us at CustomerService@ShopHQVIP.com or reach us via the 'Contact ShopHQ VIP Customer Service' form on our website. We’ll respond to your request within 24 hours.

To cancel your membership by phone, you can call us 24 hours a day, 7 days a week, at 877-808-4846. If you would prefer to cancel online, simply sign into your account at ShopHQVIP.com and click “Account” from the navigation menu. Then click the “Cancel Membership” link, and follow the instructions provided. You can also email ShopHQ VIP Customer Service at CustomerService@ShopHQVIP.com or submit your cancellation request through the "Contact ShopHQ VIP Customer Service" form. Our ShopHQ VIP Customer Service Department will process your cancellation within 24 hours, but usually much sooner.

ShopHQ *VIP is part of the billing descriptor that shows on your credit or debit card statement when you're charged the ShopHQ VIP membership fee. After you enroll in ShopHQ VIP and your 30-day free trial period ends, you’ll start receiving a monthly charge for your membership. This will appear on your statement along with the invoice number for the order you placed at the time you enrolled:

ShopHQ *VIP-[invoice number]. 877-8084846

If you have any questions about the cost of your ShopHQ VIP membership, you may contact our ShopHQ VIP Customer Service Department at any time by calling 877-808-4846 or by emailing your inquiry to CustomerService@ShopHQVIP.com.

ShopHQ VIP Loyalty is part of the billing descriptor that shows on your credit card statement when you’re charged for the ShopHQ VIP membership fee. After you enroll in ShopHQ VIP and your 30-day free trial period ends, you’ll start receiving a monthly charge for your membership. Depending on how you enrolled, the charge for your ShopHQ VIP membership will appear on your statement in one of two ways:

If you joined ShopHQ VIP after placing a phone order with your ShopHQ credit card, this is the billing descriptor you’ll see on your bank statement when you’re charged for your ShopHQ VIP membership:

ShopHQ Phone Orders EDEN PRAIRIE MN
ShopHQ VIP Loyalty – 8778084846
Order Number- VIP-123456789

If you joined ShopHQ VIP after placing an online order with your ShopHQ credit card, this is the billing descriptor you’ll see on your bank statement when you’re charged for your ShopHQ VIP membership.

ShopHQ.com Orders EDEN PRAIRIE MN
ShopHQ VIP Loyalty – 8778084846
Order Number- VIP-123456789

If you have any questions about the cost of your ShopHQ VIP membership, you may contact our ShopHQ VIP Customer Service Department at any time by calling 877-808-4846 or by emailing your inquiry to CustomerService@ShopHQVIP.com.

You can send all your refund documentation via email to Refunds@ShopHQVIP.com. You'll be assigned a claim number when you fill out our online claim form. Simply copy your claim number and paste it in the "subject line” of your email when you send us your documentation. Please note that refund claims must be submitted within 60 days of the original order date or return date.

5% CASH BACK

Earning 5% cash back on your ShopHQ purchases is easy! You can earn 5% cash back on every purchase you make with ShopHQ.

Online Orders: Sign in to ShopHQVIP.com. Click “Shop” from the main navigation, then “ShopHQ” from the drop-down. Click the “Shop Now” button and use the new browser tab that opens to shop online as you normally would. For online orders, your 5% cash back will be automatically applied to your Savings.

Phone Orders: After you make your purchase from ShopHQ, submit a refund claim through the mail or online at ShopHQVIP.com. Refunds will apply to your Savings upon approval. Please allow 3-6 weeks for refunds to appear on your Savings page.

Visit the “Refunds” page on ShopHQVIP.com and fill out and submit the electronic refund form.

Email your proof-of-purchase documentation along with your claim number to Refunds@ShopHQVIP.com.

Please note that 5% cash back claims must be submitted within 60 days of the original order date. Refunds will apply to your Savings upon approval. Please allow 3-6 weeks for refunds to appear on your Savings page.

Mail your proof-of-purchase documentation, along with your clearly written name, address, and phone number to ShopHQ VIP Refunds, P.O. Box 290728, Wethersfield, CT 06129-0728. Refund forms are included in your Welcome Kit for your convenience, but you are not required to use them. You can print additional refund forms online at ShopHQVIP.com. You can also call our ShopHQ VIP Customer Service Department at 877-808-4846 to request additional forms.

Refunds will apply to your Savings upon approval. Please allow 3-6 weeks for refunds to appear on your Savings page.

As a ShopHQ VIP member, you can earn up to $1,000 in cash back on Marketplace purchases every membership year!

Online: Sign in to ShopHQVIP.com. Click "Shop" from the main navigation, then “Marketplace” from the drop-down. Select any retailer listed. Click “Shop Now” and use the new browser tab that opens to shop online as you normally would. Just be sure to complete your purchase within the new tab that opens and in that same shopping session. Once the retailer notifies us of your order shipment, we’ll apply your 5% cash back to your Savings. Notification typically occurs within 5-7 days of your purchase shipment, but it can take longer if the item you've purchased is on backorder. Please note that we cannot automatically apply the 5% cash back on purchases made at online retailers labeled “Refund Claim Required.” For these retailers, simply submit a refund claim online to receive your 5% cash back. Please refer to the “How to Submit a Refund Claim” section for details.

In stores, by phone, and by mail: After you make your purchase, sign in to ShopHQVIP.com, click "Refunds" from the main navigation, and fill out a 5% cash back refund form. To submit your refund claim through the mail, send your proof-of-purchase documentation, along with your clearly written name, address, and phone number, to ShopHQ VIP Refunds, P.O. Box 290728, Wethersfield, CT 06129-0728. Refund forms have been provided in your welcome booklet for your convenience but are not required. You can obtain additional forms by printing them online at ShopHQVIP.com or by calling 877-808-4846. Submit your completed refund form along with proof-of-purchase documentation. Acceptable forms of proof-of-purchase documentation include sales receipts, packing slips, and order confirmation pages or emails. Please note that 5% cash back claims must be submitted within 60 days of the original order date. Refunds will apply to your Savings upon approval. Please allow 3-6 weeks for refunds to appear on your Savings page.

You’ll receive your 5% cash back along with any refunds in the form of a check, mailed to you on the 15th of every month. Your monthly check will include any cash back or refunds earned on approved purchases made the previous month. Please allow 7-10 business days to receive your check.

As a member, you will receive unlimited 5% cash back on every purchase you make with ShopHQ during your active membership. The 5% is based on your order amount (minus taxes and fees).

You can earn up to $1,000 in cash back on Marketplace purchases each membership year. The 5% is based on your order amount (minus taxes and fees). One purchase per retailer per day is eligible for 5% cash back. Purchases of gift cards and money orders, as well as purchases using a retailer’s bill-pay service, are not eligible for 5% cash back.

Your 5% cash back is calculated based on the subtotal of your final purchase amount after any promotional discounts or offers are applied. Taxes, shipping charges, extended warranty purchases, and other fees are not included in the final purchase amount.

The Marketplace is our hub of 1,000+ retailers, from popular brand-name outlets to niche and specialty merchants. You can earn 5% cash back at Marketplace retailers like Macy’s, Gap, Petco, Target, Walgreens, Best Buy, Home Depot, and many more!

There are many retailers included in the online Marketplace, but the list is subject to change at any time. To view the current list, please visit the online Marketplace by clicking “Shop” from your main navigation, then “Marketplace” from the drop-down.

SHIPPING & RETURN SHIPPING REFUNDS

Shipping and return shipping refunds are a great way to save on purchases from ShopHQ and Marketplace retailers. As an active member of ShopHQ VIP, you can claim a full refund for your shipping or return shipping charge on every ShopHQ purchase. You can also claim refunds of up to $10 per order when you pay for shipping or return shipping on Marketplace purchases.

For Marketplace purchases, you can claim shipping refunds of up to $10 per order and receive up to $500 in shipping refunds each membership year. You can also claim return shipping refunds of up to $10 per order and receive up to $500 in return shipping refunds per membership year. There's no limit to the number of shipping refunds or return shipping refunds you can claim on ShopHQ purchases.

Shipping and return shipping refunds will be applied to your Savings and paid out in the form of a monthly check.

 

You can claim shipping and return shipping refunds on any purchase from a participating retailer, as long as you provide the proof-of-purchase documentation required to verify your shipping or return shipping charge.

This includes ShopHQ and Marketplace purchases made online, over the phone, or by mail. Acceptable documentation for shipping refunds includes receipts, packing slips, and order confirmations that display the price, retailer information, shipping and handling charges, and purchase date. Return shipping refunds require two forms of documentation: valid proof-of-purchase, and valid proof of the return shipping fee you were charged.

For Marketplace purchases, you can claim shipping refunds of up to $10 per order and receive up to $500 in shipping refunds each membership year. You can also claim return shipping refunds of up to $10 per order and receive up to $500 in return shipping refunds per membership year. There are no limits to the number of shipping refunds or return shipping refunds you can claim on ShopHQ purchases.

As a member, you can claim an unlimited number of shipping and return shipping refunds on ShopHQ purchases.

For Marketplace purchases, you can claim shipping refunds of up to $10 per order and receive up to $500 in shipping refunds each membership year. You can also claim return shipping refunds of up to $10 per order and receive up to $500 in return shipping refunds per membership year.

 

To claim your shipping or return shipping refund, simply click "Refunds" on your main navigation and follow the instructions provided. To submit your refund through the mail, send your proof-of-purchase documentation, along with your clearly written name, address, and phone number, to ShopHQ VIP Refunds, P.O. Box 290728, Wethersfield, CT 06129-0728.

Refund forms have been provided in your Welcome Booklet for your convenience, but you are not required to use them. You can obtain additional forms by printing them from your Refunds page or calling our ShopHQ VIP Customer Service Department at 877-808-4846.

Please note that you must submit your shipping refund claim and required documentation within 60 days of the original order date. For return shipping refunds, your proof-of-purchase and return documentation must be dated and submitted within 60 days of your return date. Refunds will apply to your Savings upon approval. Please allow 3-6 weeks for refunds to appear on your Savings page. You’ll receive your shipping refunds along with any other program earnings in the form of a check, mailed to you on the 15th of every month. Your monthly check will include any cash back or refunds earned on approved purchases made the previous month. Please allow 7-10 days to receive your check.

 

You must submit your refund claim and proof-of-purchase online or by mail within 60 days of the original order date or return date.

To claim your shipping refund, simply fill out and submit a refund form along with your proof-of-purchase, i.e., a document from the retailer that displays the price, retailer information, shipping and handling charges, and sales date. Acceptable forms of documentation include:

  • An order confirmation page;
  • An order confirmation email;
  • A packing slip; or
  • A sales receipt

To claim your return shipping refund, simply fill out and submit a refund form along with your acceptable proof of original purchase documentation above, as well as your valid proof of the return shipping fee you were charged, including the date, retailer information, and the return shipping fee you paid.

Savings

Your Savings page is where you can track your 5% cash back earnings, as well as shipping and return shipping refunds you’ve earned throughout your ShopHQ VIP membership.

"Submitted" means that we've received your claim for 5% cash back, or a shipping or return shipping refund.

"Approved" means we've verified and processed your claim for 5% cash back, or a shipping or return shipping refund.

"Paid" means we've sent you a check as payout for that specific 5% cash back, shipping or return shipping refund.

“Declined” means your claim was not approved. Please contact our ShopHQ VIP Customer Service Department at 877-808-4846 if you have any questions.

You have 60 days from the date of your order to contact our ShopHQ VIP Customer Service Department if you believe cash back from a qualifying purchase is missing from your Savings. Please note that an online ShopHQ or Marketplace purchase won't appear in your Savings until the retailer notifies us that your order has shipped; it can take 5-7 business days for such notification to reach us. Also, if an item you've purchased is on backorder, that item won't ship until the retailer receives it.

For refund claims, please be sure you've submitted the necessary proof-of-purchase documentation (a purchase receipt, packing slip, or order confirmation page or email) along with your refund claim. Also, please remember that return shipping refunds require proof-of-purchase documentation AND proof of the return shipping charge (see below).

You also have 60 days from the date your return shipment was sent to contact our ShopHQ VIP Customer Service Department if you believe that a return shipping refund claim is missing from your Savings. Please check that you’ve submitted both of the following required forms of documentation along with your return shipping refund claim:

  • Either the order confirmation or the packing slip from the retailer where you purchased the returned item, displaying the price, item, retailer information, and order and shipping dates;

AND

  • A shipping receipt for the return shipment displaying the date, shipping destination, and price paid. USPS receipts that indicate the destination zip code are acceptable. (If you returned a purchase using a ShopHQ return label, but you do not have an email address associated with your VIP account, please contact ShopHQ customer service at 1-800-676-5523 for verification of your return shipping charges. We will process your return shipping refund once verification is complete.)

Your Refund Check Mailing Address is the destination to which we mail your monthly check. It is only used for sending and receiving your monthly payouts throughout your membership. You can update your Refund Check Mailing Address from your online account by signing in at ShopHQVIP.com, clicking “Account” from the main navigation, then “Address” from the drop-down.

Your Billing Address is the address tied to your overall billing information, which is used to bill you for the monthly cost of membership. To update your Billing Address or overall billing information, please contact ShopHQ Customer Service directly at 1-800-676-5523.