Shipping & returns

This information is provided for your reference. All transactions and purchases are subject to the AADVANTAGE EXCHANGE℠ MARKETPLACE TERMS OF USE.

Shipping, Handling and Return of Redemptions

General

Shipping, handling, returns and other delivery-related terms and conditions for each Redemption are set out as part of the redemption flow.

Shipping

Redemptions are sent only to the address associated with the member's AAdvantage® account. Delivery dates cannot be guaranteed and Vonality assumes no liability for failed deliveries caused by incorrect addresses, absence of the recipient, customs issues, force majeure or other reasons not under the reasonable control of Vonality. Redemptions will not be delivered to P.O., A.P.O. or F.P.O. boxes.

Addresses cannot be changed after a Redemption order has been made. Redemptions can be shipped only to addresses in the 48 contiguous United States (and the District of Columbia) with limited exceptions. You may contact the AAdvantage Exchange℠ help desk to request an exception for your Redemption to be shipped outside of the 48 contiguous United States (and the District of Columbia) to Alaska, Hawaii or Puerto Rico, and Vonality reserves the right to grant or deny such request at its discretion. Please note that the redemption value for a Redemption may increase if an item is shipped outside of the contiguous United States (or the District of Columbia). Orders will not be shipped internationally.

Items ordered at the same time may arrive separately. Regular shipping and handling is included in the redemption value for each item.

Velvet Glove Service and Truck-Shipped Items

Typically, Redemptions will be delivered to your door within 10 business days of placing the order, with the exception of truck-shipped items, which may take up to 6-8 weeks to deliver.

For items that are specified as Velvet Glove, you will receive full Velvet Glove service, which includes delivery to a room of your choice (access permitting), unpackaging and removal of packaging materials.

For truck-shipped items (first threshold delivery) including some TVs and larger grills, the item will not be unpacked or brought to a room of your choice. It will be signed for at door. For all truck shipments, there is no removal of any existing items.

For large workout equipment, the item will be brought to a room of your choice (access permitting), but it will not be unpackaged.

Damaged, Defective or Missing Parts

If a truck shipped Redemption arrives damaged, please refuse delivery. Contact the AAdvantage Exchange℠ marketplace help desk to report a damaged, defective or incomplete Redemption. All damaged or defective Redemptions, or Redemptions missing parts, must be reported to the AAdvantage Exchange℠ marketplace help desk within 5 calendar days after delivery, and returned to Vonality within 30 days after receiving an RMA number from Vonality.

Refunds and Returns

AAdvantage® miles are not refundable once a Redemption has been made, except in special circumstances approved by American Airlines at its sole discretion following a request to the AAdvantage Exchange℠ marketplace help desk. If American Airlines in its sole discretion authorizes an exception, your AAdvantage® miles may be returned for full or partial mileage credit, less a 15% restocking fee of redeemed AAdvantage® miles.

Redemptions may not be returned or exchanged unless proven to be damaged, defective or missing parts at the time of delivery.

All damaged or defective items or items missing parts must be reported to the AAdvantage Exchange℠ help desk within 5 calendar days after delivery, and returned within 30 days after receiving an RMA number from Vonality. No exchanges or returns are accepted after 30 days following receipt of an RMA number from Vonality. Items to be returned must be in their original packaging including shipment carton, shipping labels, packaging materials and boxes (with the exception of Velvet Glove service) and include all parts (including batteries, cables, remote controls, etc.) to complete a return. All packaging must be made available for common carrier inspection in order to receive replacement parts or a replacement item.

Vonality cannot accept returns of jewelry, wearables or Weber® products. Please contact the AAdvantage Exchange℠ marketplace help desk for a receipt and instructions for warranty services in connection with any jewelry, wearables or Weber® products that are damaged, defective or missing parts at time of delivery.