If you have any issues receiving your physical reward or any other related questions, please select a topic below for details.

• How do I return a reward?
• Can I cancel my reward redemption?
• My reward shipment never arrived
• I received a different reward than what I redeemed
• My reward shipment arrived damaged

How do I return a reward?

If you have already received your order and would like to return a reward, please contact us for a return authorization and return shipping label. 

You have 14 days after receiving the return shipping label to send the item. Your points will be refunded when the returned item is received at our warehouse.

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Can I cancel my reward redemption?

Yes, your reward shipment can be canceled within one hour of redemption by contacting us directly with details.

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My reward shipment never arrived

It may take up to eight weeks for your reward shipment to arrive. If you have waited past that time frame, please contact us with the tracking number for the shipment. To view the tracking number:

1. Go to DisneyMovieInsiders.com and sign in to your account
2. Select your profile name and go to My Rewards
3. Select View Details next to the reward in question
4. Select the Track Order button to view the tracking number

IMPORTANT: Be sure to contact us for assistance within 60 days of the shipping time frame.

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I received a different reward than what I redeemed

If the item you received is different from the reward you chose to redeem, please contact us with the order number of the shipment and a description of the item received. To view the order number of the shipment:

1. Go to DisneyMovieInsiders.com and sign in to your account
2. Select your profile name and go to My Rewards
3. Select View Details next to the reward in question

IMPORTANT: Be sure to contact us for assistance within 60 days of receipt of the shipment.

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My reward shipment arrived damaged

If the package arrives visibly damaged, we recommend refusing the delivery. If you are unable to refuse delivery, please take the following steps to resubmit your request for reward fulfillment:

1. Remove the reward from any product packaging. For posters, unroll in its entirety
2. Take a picture of your reward alongside your shipping invoice and the damaged packaging (if applicable). Make sure the damage is clearly visible.
3. If your reward is missing, take a picture of the package including the tracking number, if available. Also, take a picture of the packing slip and shipping label with the package ID clearly marked
   • NOTE: Make sure images are in JPEG or PNG format and do not exceed 4MB.
4. Select the email option below
5. Fill out the form with a summary of your request, attach the image(s), and submit

IMPORTANT: Request for reward fulfillment must be completed and submitted within 60 days of receipt of the shipment.

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