Frequently Asked Questions

Please take a few minutes to read through the Frequently Asked Questions of the Mortgage Thank You Gift.

Ordering

How do I place an order?

It's just 6 easy steps:
Enter your promotion code, last 6 digits of your loan number, mailing address zip code and last name.

1. Accept the Terms and Conditions.


2. Review the gift options.


3. Select an item.
   Once you have found an the gift you would like to order, simply click on it. Once you have clicked on the gift, you will be taken to a screen showing you the product description. Next click on the Check Out button to begin processing your order.


4. Verify your shipping information.
   Work and Home Phone – Please provide your phone numbers. If needed, a call will be made to arrange for the delivery of your gift. Otherwise, the phone numbers will only be used in case we need to discuss your order. Important Note: It is important to confirm we have the appropriate and correct phone and shipping information as incorrect information can cause delay or loss of your item.
   • Shipping Address - We regret we are unable to ship to P.O. Box addresses. Please click on Add Address and type in your shipping address.
   • Email Address – Please include your email address to receive order confirmation and order shipping and tracking information.


5. Review your order information.
   Please review the shipping information, contact phone numbers, and gift selection for accuracy. Once you have finalized your shipping information, click on Place Order.

Will I receive a confirmation of my order?

• You will receive an email confirmation within a few minutes of placing your order.
• Your email confirmation will contain your order number, a product number and product description. Please have this information available if you need to contact us about the status of your order.
• We may also use your email address to provide you with shipping information or other product updates (back ordered or a product substitution option).

Who is eligible to receive the offer?

Eligible individuals can receive the Wells Fargo Mortgage Thank You Gift approximately six weeks after closing on a new purchase or refinance loan secured by an eligible first mortgage or deed of trust with Wells Fargo Home Mortgage (“New Loan”), subject to qualification, approval, and closing. The Mortgage Thank You Gift is not available with any Wells Fargo employee mortgage offer, mortgage assumptions, or home equity lines of credit. Only one Mortgage Thank You Gift is permitted per eligible New Loan. This gift is void where prohibited, non-transferable, and subject to change without notice. The Mortgage Thank You Gift may constitute taxable income. Federal, state, and local taxes and any use of the gift not otherwise specified in the Terms and Conditions and provided at receipt of gift are the sole responsibility of the Mortgage Thank You Gift recipient. Gift choices are subject to change without notice.

How long will I have to make my gift selection?

The Mortgage Thank You Gift award is valid after your New Loan fund date and will expire. The email or letter that you receive will include the date that the offer expires.

Can I have the gift shipped to a different address?

Gifts may be sent to your choice of address. However, the Ship To name in the checkout process cannot be changed for verification purposes. During the checkout process please be sure to review your shipping address to ensure proper and prompt delivery of your gift. We regret we are unable to ship to P.O. Box addresses.

Do I have to pay shipping charges?

No additional charges will be added to your order, but PLEASE BE SURE TO CHECK YOUR SHIPPING ADDRESS. You are responsible for making sure the delivery address is correct for your gift order. Make sure to include suite numbers or company name, if applicable. We cannot be held responsible for the shipment of gifts to an incorrect address regardless of the delivery method used.

Are there any considerations, or extra shipping if I reside, or ship, my order outside of the contiguous 48 United States?

Unfortunately, not all products can be shipped outside of the contiguous states. Please contact Mortgage Thank You Gift Headquarters before ordering to determine availability, shipping procedures, and estimated shipping time. Hours of operation are Monday through Friday, 7 a.m. to 7 p.m. Central Time (excluding holidays). Phone: 1-888-699-5083; or email: contactus@mail9.wellsfargo.com.

What do I do if I have a question about my order or if I do not receive my order?

• You can track your order by logging back into the Mortgage Thank You Gift website www.wellsfargo.com/mortgagethankyougift.html using the login codes previously provided to redeem your Mortgage Thank You Gift promotion code, which are: promotional code, last 6 digits of your new loan number, mailing address zip code, and your last name.
• Upon log in you will be able to view your order status or track your shipment.
• For additional questions, contact us Monday through Friday, 7 a.m. to 7 p.m. Central Time (excluding holidays). Phone: 1-888-699-5083, or email, contactus@mail9.wellsfargo.com.

Do I have to order my gift today?

You may review the gift options as often as you would like, provided it is within the expiration date that is listed on your email or letter that you received. Remember, you must claim your gift from the selection provided before your offer expires.

Is there someone that can give me more information about the gift selections?

Yes, our customer service team would be happy to provide you more information about a specific product you see in the gift selection. Contact us Monday through Friday, 7 a.m. to 7 p.m. Central Time (excluding holidays). Phone: 1-888-699-5083; or email: contactus@mail9.wellsfargo.com.

How will my Merchandise order be shipped?

Our gift selection is sourced from a variety of locations and will arrive via a traceable method (typically ground service) from carriers like UPS or FedEx depending on availability in your area. Overnight and two-day deliveries are not included. Products can take up to two weeks for fulfillment and shipping. If you are ordering for a specific occasion, please place your order early to avoid any delays.

PLEASE BE SURE TO CHECK YOUR SHIPPING ADDRESS. You are responsible for making sure the delivery address is correct for your gift order. Make sure to include suite numbers or company name, if applicable. We cannot be held responsible for the shipment of gifts to an incorrect address regardless of the delivery method used.

How long will it take to receive my order?

Shipping times vary by product but typically arrive within 5-7 business days but may take up to 10-12 business days from the time the order is placed. If an email address was provided, an email will be sent with shipping and tracking information once it becomes available. If we experience any shipping delays you will be contacted directly via email or phone for product updates. If your order does not arrive within these time frames, please contact Mortgage Thank You Gift Headquarters by clicking on the Contact Us link.

During the holiday seasons, please place your order early to avoid any delays. You can expect arrival of your order within 2-3 weeks, during seasonal times. We strongly recommend you place your order by November 10th in order to avoid any delivery issues.

What is the return policy if I am dissatisfied with the item?

Returning Merchandise (not Damaged or Defective):
Your complete satisfaction with your gift selection is important to us. Returns are welcomed, no questions asked, within 14 days of receipt. Please contact Award Headquarters to make return arrangements. A Return Merchandise Authorization is required. Please do not return gifts directly to the manufacturer. This may cause delay in processing your return. All products must be returned in the original packaging along with all packaging and instructional materials. Return shipments must be sent via a traceable method and include shipping insurance for the value of the item. All return shipping charges are the responsibility of the person returning the item. Credits for returned items will be issued back to your account upon confirmation that the item being returned is in acceptable condition.

Exceptions and Considerations for Returning and Exchanging Merchandise:

• Home Chef Meal Kit Delivery Service and Omaha Steaks® Feast cannot be exchanged or returned. If you have a concern regarding the quality of these products please contact us and we will consult the manufacturer for resolution.
• Due to manufacturer restrictions, the Sharp 32” Smart TV with Roku may not be returned or exchanged. Please contact the manufacturer directly or Mortgage Thank You Gift Headquarters for repair assistance.
• Due to manufacturer restrictions, Google Home Hub + Google Home Mini + Wemo Mini WiFi Smart Plug do not accept returns unless there is a shipping error.
• Any product missing the serial numbers or UPC will not be issued credit at any time.
• Any product that has been opened and used cannot be returned.

Returning Damaged or Defective Merchandise: Review the two options below and take the appropriate steps within 30 days of delivery. After 30 days gifts cannot be returned, exchanged or replaced.

If your product is damaged in transit, or parts are missing and the shipper is still present, please take the following steps:

• Refuse shipment and write on delivery receipt "Refused Due to Damage".
• Ask the driver to sign the receipt.
• Immediately call Mortgage Thank You Gift Headquarters to explain and document the issue. Ask for assistance with ordering a replacement.

If the item was left at your address, please take the following steps:

• Call Mortgage Thank You Gift Headquarters IMMEDIATELY – see Contact Us. We will guide you through:
• Contacting the carrier for a damage inspection.
• Upon completion of inspection, the carrier will give you a receipt and return the gift to the shipper.
• Retain a copy of the receipt for your records.
• For return of products accepted without inspection, you may be responsible for the return shipping cost.
• Products must be returned in the original packaging along with all packaging and instructional materials.

Exceptions and Considerations for Returning Damaged or Defective Merchandise:

• Due to manufacturer restrictions, Sharp 32” Smart TV with Roku may not be returned or exchanged. Please contact the manufacturer directly or Mortgage Thank You Gift Headquarters for repair assistance.
• Some manufacturers will provide refurbished replacement product for returned merchandise.

Warranties:

If after opening your gift and using it, you find that the item is not working, please contact the warranty or manufacturer's technical support line found in the owner's manual. Often by calling the support line, the problem can be resolved over the phone.

All gifts are subject only to the manufacturers' standard applicable warranty, with claims and adjustments being the sole responsibility of the manufacturer. Refer to the warranty information packed with your gift and retain the packing slip as your proof of purchase. Mortgage Thank You Gift Headquarters specifically disclaims any implied warranties.

Where do I send correspondences?

You may contact us Monday through Friday, 7 a.m. to 7 p.m. Central Time (excluding holidays). Phone: 1-888-699-5083; or email: contactus@mail9.wellsfargo.com.

Will gift selections remain the same?

Product availability is subject to change. Product features and specifications can change and we will make every attempt to keep product description as up to date as possible. While every attempt is made to ensure accuracy, errors can occur during publication and we reserve the right to amend selection at any time.

What will I receive with each Gift Package shipment?

Your gift package will contain the item you have selected along with a packing slip and any other product specific information (owner's manual, product warranties, etc.).