Customer Service: Everything at your fingertips

We want to make your experience as pleasant as possible. Our team is here to help manage your FreeShipping.com membership and answer any questions you may have.

Frequently Asked Questions

General Membership Questions

  • Why should I join FreeShipping.com?

    That's simple! Like most online shoppers, you want to get the best deal you can, and FreeShipping.com offers you the perfect online shopping companion: You can earn 10% cash back and qualify for free shipping at over 1,000 top online retailers, and if you do pay for shipping, you can claim shipping and return shipping rebates! Plus you can use our innovative search tool to find and compares prices on any item sold by any retailer in our 10% cash-back network — in seconds!

    Our members also enjoy additional savings at the stores in our online network through our coupons, which are updated regularly, as well as added peace of mind with our price protection rebates, all included with your membership. So go ahead and join the hundreds of thousands savvy shoppers who make FreeShipping.com "The first stop when you shop!"

  • If I have a question, whom may I contact?

    Use the "Contact Us" form to send us an email, and we'll get back to you within 24 hours — and usually much sooner! (You can also use that form to send us a review of our program, benefits, and services.) Plus, our Customer Service Department can be reached by phone 24 hours a day, 7 days a week at our toll-free phone number 1-800-515-9185.

  • How can I cancel my membership?

    Simply log in to your account and click on the "Help" tab. Then click the "Cancel My Membership" link, and follow the instructions provided. You can also email us your request; just use our "Contact Us" form, and our Customer Service Department will process your cancellation right away.

  • What is IC *FREESHIPPING.COM?

    IC *FREESHIPPING.COM (Telephone Support: 1-800-515-9185) is the billing descriptor that will be listed on your statement when you are charged a membership fee.

  • Where do I send my rebate documentation?

    You can send all of your rebate documentation via email to Rebates@FreeShipping.com . Please include the claim number in the subject line.

    Rebates can also be submitted by mail. Please send your supporting documentation to:

    FreeShipping.com Rebates
    PO Box 290728
    Wethersfield, CT 06129-0728

10% Cash Back

  • How does the 10% cash-back benefit work?

    As long as you're an active member of FreeShipping.com, you can earn 10% cash back on every qualifying purchase you make at over 1,000 online retailers, up to a maximum of $1,000 every membership year, by shopping through the links of stores that participate in our 10% cash-back network. Your 10% cash-back earnings will be automatically deposited in your Savings Center account as soon as we receive notification of your purchase from the retailer. To qualify for 10% cash back, purchases must be made through US-based websites (which use .com extensions); purchases made through Canadian websites (which use .ca extensions) do not qualify for 10% cash back. Please note that if you choose to have your purchase shipped to Canada, you may be re-directed to the retailer's .ca site, in which case your purchase will no longer be eligible for 10% cash back.

    Savings tips: Type any retailer's name into the search bar to find out whether the retailer is in our program and to get a direct link to that retailer's FreeShipping.com page. The headline on each retailer's page will also tell you whether or not you can earn 10% cash back on purchases at that retailer.

    Want to find the best possible deal on any product sold in our 10% cash-back network? Use our search tool to shop for exact items! Just enter any product term into the search bar, from a general phrase ("female gold watches") to an exact description ("Kate Spade New York Gramercy Grand - Gold"), to see a list of every item matching your chosen term. You can keep narrowing down your search results by using any or all of the four filters — Price, Category, Brand (e.g., Kate Spade), and Store (e.g., Macy's or Bloomingdale's).

    Best of all, you can also compare prices on every item offered at participating retailers, as well as any coupons you can use to lower the purchase price even more (in addition to your 10% cash-back earnings).

    When you use our search tool, you can make any purchase with complete confidence, knowing that you're paying the lowest price available at over 1,000 top retailers!

    Please see our Terms of Service for full details on the 10% cash-back benefit.

  • How does a purchase qualify for 10% cash back?

    To qualify for 10% cash back, your purchase must be made while you're an active member of FreeShipping.com, and it must be initiated and completed through a link from the FreeShipping.com website. Additionally, your purchase must be made at a retailer that participates in our 10% cash-back network; purchases made at store that carry a "Rebates Only" ribbon do not qualify for 10% cash back. Qualifying purchases must also be made through U.S.-based websites (which use .com extensions); purchases made through Canadian websites (which use .ca extensions) do not qualify for 10% cash back. Please note that if you choose to have your purchase shipped to Canada, you may be re-directed to the retailer's .ca site, in which case your purchase will no longer be eligible for 10% cash back.

    For complete details on how purchases qualify for 10% cash back, please see our Terms of Service .

  • Why doesn't my purchase qualify for 10% cash back?

    Some of our online retailers aren't part of our 10% cash-back network. Retailers that don't participate in the 10% cash-back network are identified by "Rebates Only" ribbons. However, when you shop at those retailers through FreeShipping.com, you can still redeem their coupon offers, and you can also claim shipping and return shipping rebates if you have to pay a shipping charge and/or return an order.

    There are a few other reasons why your purchase might not qualify for 10% cash back. Please see the Terms of Service for more details on why you might not receive 10% cash back on a purchase.

  • How is the 10% cash-back amount determined?

    The amount will be calculated by applying 10% to the total amount you pay for a qualifying purchase, not including taxes and other charges. If your purchase qualifies for any discount(s) or coupon offer(s) from the online retailer, the 10% cash back will be calculated using the price you pay after any such discounts are applied. Because there is a maximum of $1,000 in 10% cash-back payments per member every membership year, the purchase that takes you to the $1,000 threshold may qualify for less than 10% cash back. Please review our Terms of Service for complete details.

  • When will I receive my cash back?

    You'll receive a cash-back check every three calendar months. To qualify for 10% cash back, your purchase must be made through the links on the Home page of the FreeShipping.com website. As soon as we receive notification of your purchase from the retailer, we'll deposit your cash back into your Savings Center account in that calendar quarter. This typically takes 5-7 business days, but it can take longer if the item you've purchased is on back-order. Every three calendar months, we'll send you a check for the full amount of cash back that you've accrued in your Savings Center account. Please allow 2-3 weeks for processing. See below for an approximate example of when you can expect your cash-back check to be mailed:

    Purchase Period Estimated Payment Date
    Jan 1-Mar 31 Apr 15
    Apr 1-Jun 30 Jul 15
    Jul 1-Sep 30 Oct 15
    Oct 1-Dec 31 Jan 15
  • What do "Pending," "Processing," "Paid", "and "Declined" mean in my Cash Back Center account?

    You can review the status of your 10% cash back earnings whenever you want by checking your Savings Center account. We categorize your earnings in one of four ways:

    • "Pending" indicates that we've received notification from an online retailer that a purchase which qualifies for 10% cash back has been shipped. Because we send out 10% cash-back payment checks every quarter throughout the calendar year, a qualifying purchase can be labeled as "Pending" for up to three months (e.g., if you make a qualifying purchase on July 1, the "Pending" label will apply to that purchase until October 1).
    • "Processing" indicates that we're currently processing your 10% cash-back check. This occurs during the first month of every new quarter in the calendar year (i.e., January, April, July, and October), and it can take up to two weeks for us to process cash-back checks for every single member.
    • "Paid" means that we've sent out payment for those purchases that have earned you 10% cash back. Your Cash-Back Savings account shows a history of your 10% cash-back earnings throughout your membership, so your "Paid" purchases could stretch back to the first day of your membership.
    • "Declined" indicates that your activity didn't meet the criteria needed to qualify for a payout (for example, you won't earn cash back on a purchase if you return the item or if your purchase is "shipped to store" rather than to a residential, non-retail location).
  • What does it mean when I see red purchases in my Cash-Back Savings Center account?

    Negative amounts listed in red indicate items that have been returned and therefore don't qualify for 10% cash back.

Coupons

  • Why don't all of the retailers in your directory offer free shipping coupons?

    We update our coupon offers frequently, according to the wishes of our online retailers, so be sure to come back and review them regularly if you don't see an offer you're hoping for! Remember: If you do pay a shipping charge for any of the retailers on our site, you're eligible for a shipping rebate.

  • Are there any restrictions when shopping with retailer coupons?

    Some retailers will require that you enter a coupon code to redeem their offers, while others will automatically apply the offer at checkout. Similarly, many retailers will only allow you to redeem one coupon per purchase. Any restrictions will be displayed when you click “Visit Store” on a specific retailer’s coupon.

Shipping Rebates

  • What are Shipping Rebates?

    Shipping Rebates are a unique benefit available only to members. If you pay a shipping charge when you shop at any of the retailers listed on our site, you can submit a rebate claim for the shipping charges, and we'll send you up to $10 per claim!

  • How many retailers do you have?

    We currently have over 1,000 online stores to choose from and are always adding more!

  • I clicked on a retailer, only to find that shipping and handling charges aren't free right at checkout. Why not?

    Not every participating retailer offers instant free shipping throughout the year. If you’re charged for shipping and handling while making a purchase through a retailer link on our site, simply pay those charges as you normally would. After you complete your order, you can return to our site to claim a rebate on your shipping charges.

  • Is there a limit to the number of rebates I can claim per website?

    Yes, you can claim up to 12 rebates per retailer per membership year.

  • Is there a limit to how long I have to file a claim?

    Yes, claims must be mailed within 30 days of the purchase date.

  • How long until my claim is paid?

    Claims may take 3-6 weeks to process.

  • What information do I need to send to get my shipping rebate?

    Once you complete and submit a rebate claim under the “Rebates” tab on our website, just send us documentation of your shipping charge, which could be your order confirmation email, the original sales receipt, or the packing slip. With every email, please be sure to include your claim number in the subject line. You can also send your documentation via regular mail to:

    FreeShipping.com Rebates
    PO Box 290728
    Wethersfield, CT 06129-0728

    If sending documentation via regular mail, please be sure to write your claim number on every document.

Return Shipping Rebates

  • What are Return Shipping Rebates?

    Order the wrong size? Hate the color? Received a damaged item? No problem! All of your online purchases (not just those made at retailers listed on our site) are eligible for Return Shipping rebates. If you need to send an item back to an online retailer for any reason, we'll pick up the shipping charge!

  • How do I make a Return Shipping Rebate claim?

    Simply click on the "Rebates" tab in the navigation bar, and follow the instructions provided. You must be an active member when you make the original purchase and when you submit your rebate claim. Certain proof-of-purchase and shipping information is required.

  • Is there a limit to how long I have to file a Return Shipping Rebate claim?

    Yes, claims must be submitted within 60 days of the purchase.

  • How long until my claim is paid?

    Claims may take up to 3-6 weeks to process.

  • How much coverage do I receive?

    You are eligible to receive up to $500 in Return Shipping coverage per year, and up to $10 for any single order.

Price Protection Rebates

  • What is Price Protection?

    Price Protection allows you to buy online with confidence! All of your qualified online purchases are protected by a 90-day low price guarantee. Once you make a purchase, if you see a product that is exactly the same as the product you purchased advertised for less, online or offline, we'll pay you the difference in price. It's that simple!

  • Do I need to register my purchases to qualify for Price Protection?
  • What items are covered?

    Most of the new, non-commercial retail purchases you make online are covered with Price Protection. Please note that the comparison product must be exactly the same as the product you purchased and must be available to the general public. For a complete list of covered items, please review our Terms of Service .

  • Is there a limit to how long I have to file a claim?

    Yes, claims must be made and documentation mailed within 90 days of the date of purchase.

  • How do I make a Price Protection claim?

    You must be an active member to make a claim. Certain proof-of-purchase and lower-price documentation is required. Simply click on the "Rebates" tab, select "Price Protection Rebate" in the rebate type list, and follow the instructions provided.

  • How long until my claim is paid?

    Claims may take up to six weeks to process.

Free Return Shipping via FedEx Ground®

  • What sort of savings does free return shipping offer?

    When you shop through FreeShipping.com, we’ve got you covered! Whether you ordered the wrong size or color, received an item that was damaged in transit, or just don't care for the item now that it's in your hands, you can ship it back for free via FedEx Ground! Better yet, we'll cover items purchased at any participating retailer, from brand-name stores to that niche merchant you found via our search engine while you were looking for a unique gift for your niece's birthday. Simply put, we'll cover your FedEx Ground return shipping charge whenever you need to return an online purchase you made through us! Be sure you always review the specific retailer's return policy to see whether it already offers free return shipping and to find out if your purchase is eligible for a refund.

  • How do I save on return shipping?

    Just click the "Return Center" tab in the navigation bar, and follow the instructions provided to print out a return shipping label from FedEx Ground. Once you securely fasten your label to your return shipment, just drop it off at any FedEx location; as long as your package complies with FedEx weight and size limitations, your return shipping charge is on us!

  • Is there a limit to how long I have to return my purchase to save on return shipping?

    As a FreeShipping.com subscriber, you can return any item to any participating retailer at any time (and for any reason) and save on return shipping! However, if you're also hoping to get a refund or store credit on your purchase from the retailer, you'll need to make sure you follow the retailer's specific policy and procedures, including its deadlines, to qualify.

  • Which online retailers are included?

    Generally speaking, you can save on return shipping for any purchase you make through FreeShipping.com. Certain purchases, however, may not qualify for free return shipping via FedEx Ground. For instance, if the retailer already offers free return shipping, the purchase won't be eligible for free return shipping via FedEx Ground. Also, the destination for a return shipment must be a valid commercial address in the 48 contiguous United States, so if a retailer’s return address is in Hawaii or Alaska, for example, you won’t be able to ship it via FedEx Ground. Similarly, shipments sent to residential addresses, P.O. boxes, or other non-commercial locations do not qualify for savings through the program. However, if you do have to pay for return shipping, you can claim a rebate of up to $10 on your return shipping charge.

  • How quickly will my return shipment arrive at its destination?

    FedEx Ground, the exclusive shipping carrier of FreeShipping.com, will ship your package to the address on the shipping label. Just drop your shipment off at any of the more than 1,800 FedEx Office® or 5,800 FedEx Authorized ShipCenter® locations across the United States, and your package will be delivered to retailer locations in the 48 contiguous United States within 1-5 business days, depending on where you drop it off and its final destination.

    Also,please note that FedEx Ground will not ship any packages that exceed:

    • 150 pounds in weight;
    • 108 inches in length; and/or
    • 165 inches in length + girth.
    Free return shipping via FedEx Ground is available to subscribers who reside in the 48 contiguous United States. It’s not available to subscribers who reside in Alaska or Hawaii, nor is it available to residents of Iowa or Canada.
  • How can I track my shipment status?

    Just click the "My Labels" link in the “Return Center” tab on FreeShipping.com to track the status of packages you've shipped through the program. To follow the progress of a specific shipment, you can click its “Tracking Number” and see a detailed listing of its return journey. For instance, if you need to return an item by a specific date to qualify for a refund from the retailer, you can monitor the shipment every step of the way, from drop-off to delivery, to make sure it arrives within the required timeframe. We'll also send you a tracking email that will confirm that your package has shipped and provide a link through which you can track its progress.