FAQs

Join

How do I use Elevate Fly Store for Shopping?
You can Elevate Points by completing purchases with participating retailers when you shop online through the Elevate Fly Store. You need to be an Elevate member to earn Points through the Elevate Fly Store. Not an Elevate Member? Really? Sign up now.
Do I need to join Elevate to earn Points when I shop through the Elevate Fly Store?
Yes, you need to be an Elevate member to earn Points. As long as you're an Elevate Member and have signed in to your account, you’ll earn Points when you access the retailer’s site through the Elevate Fly Store.
Can I purchase from the Elevate Fly Store if I am not an Elevate Member?
You can browse the Elevate Fly Store without being a member, however, you’ll need to sign in to your Elevate account as an Elevate member to earn Points for purchase from participating retailers. Not an Elevate Member? Really? Sign up now.
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Earn

How do I start shopping and earning?
  • Access the Elevate Fly Store and make sure you're signed in to your Elevate account
  • Choose a retailer you want to shop with and click the 'Shop Now' button.
  • Remember, you must sign in and click through to the retailer’s site from the Elevate Fly Store every time you shop for us to track your Points.
Is it more expensive to shop via Elevate Fly Store for Shopping?
No, you will not spend any more by using our site—and you’ll get the benefit of earning points. It’s the same price as shopping directly with the retailers (so you won’t miss out on any of their special offers); however, by using our site you can earn points on every purchase (excluding gift cards, tax and shipping costs). And our service is totally free.
If I am a member of a retailer’s own loyalty program will I still earn Elevate Points?
Yes, you will still earn Points but we would advise that you don’t purchase any items that you have previously saved to your cart – this could affect receiving your Points. It’s best to start your shopping directly from the Elevate Fly Store.
I signed into my Elevate Account and made purchases via the Elevate Fly Store for shopping, but my orders aren't showing up in my Account - what's going on?
  • It takes up to 5 working days for a purchase to display as ‘Pending’.
  • It may be that the web browser used at the time of purchase had cookies disabled. Cookies allow us to track your purchase - without them there’s no way for the system to allocate Points to your Account. Read more about cookies.
If you’d like some help figuring out what’s happened, please contact us.
My cookies are enabled but my purchases still aren’t showing up in my Account?
Here are some best practice guidelines to help make sure you receive your Points:
  • Make sure you sign in to your Elevate account before clicking on the ‘Shop Now’ button in the Elevate Fly Store.
  • Complete your purchase online, all in one session.
  • If you decide after check out that you want to purchase something else, close the retailer site window and start the process again, starting from the Elevate Fly Store.
  • Don't retrieve previously saved items in your shopping cart; start completely from scratch.
  • If you're buying insurance, make sure you start from a completely new quote; don't retrieve a saved one or use a renewal offer if you're already a policyholder.
  • Don’t click on another banner or website promoting the retailer before you complete your transaction. If you must visit another site before completing your purchase, please use a different browser to do so. Interrupting the browser session that started from the Elevate Fly Store can affect tracking.
  • Don't use "refer a friend" programs, again this changes the referrer.
  • Telephoning the retailer to complete or modify your order will likely override the Elevate Fly Store tracking (and therefore your Points).
  • Increasingly some internet security and ad blocking software programs prevent the special tracking codes we need to track your purchases, please disable your program before using the Elevate Fly Store.
Why have my Points been cancelled?
Points can be cancelled for a number of reasons. The most common are:
  • You have returned the products you purchased to the retailer
  • Your payment failed or you didn’t meet the requirements of the retailers credit check
  • Your new registration has not been deemed genuine
  • Your last click with this retailer didn’t come from the Elevate Fly Store
  • Your transaction didn’t meet the retailer’s Terms and Conditions
  • If a coupon code is used that is not listed on the Elevate Fly Store, no Points will be earned
I forgot to sign in to the Elevate Fly Store before shopping with a retailer. Can I still have my Points?
Sorry, but we’re unable to allocate Points for any purchases that did not originate from the Elevate Fly Store. The next time you shop, always access the Retailer’s website via the Elevate Fly Store so we can track your visit and allocate Points.
Are my Points immediately credited to my Elevate Account?
  • When you buy something from a retailer, the transaction will appear in your Elevate Fly Store Transaction History as ’Pending’ within 5 working days.
  • We'll confirm the transaction with the Retailer before updating the transaction status to 'Approved'. Most purchase will be approved within 45 days, but some retailers may take up to 120 days, and are subject to the Retailer's Terms & Conditions.
  • Once ‘Approved’ the Points will be posted to your Elevate account within 24 hours.
If you need some help claiming missing points please contact us.
How do I know how many Points I'll earn?
The Elevate Fly Store will clearly outline how many Points you'll earn for purchases with participating retailers. In most cases, this will be expressed as a number of Points earned per $1 spent at the retailer.
  • For example, if the retailer is offering 2 Points per $1 spent, and your transaction totals $50 (excluding any taxes and shipping) you can expect to receive 100 Points.
  • In another example, you may not earn Points per $1 spent, but rather a certain number of Points for a single purchase, or by registering for a service with that retailer. In this instance, you'll receive Points for that one action, but not for subsequent actions or purchases on that retailer's site.
Will I earn Points for shipping/handling or tax included in my transaction?
Points are not earned on shipping, handling or any taxes.
Can I see my Elevate Fly Store Points for shopping transaction history?
Yes
  • You can see all your transactions whether they are ‘Pending’, ‘Approved’ or ‘Cancelled’ within your Account area.
Why do I earn more Points with some Retailers than with others?
It’s the Retailers who decide the level of Points given for shopping with them. Be sure to check out how many points the retailer offers before completing your purchase.
Why have I earned more or less Points with same Retailer?
Points rates can go up or down, and some retailers may offer bonus points offers from time to time. The current earning rate is always displayed on the Elevate Fly Store so remember to look at the current rate to know how many points you’ll earn.
There's an online shop I visit frequently, but it's not part of the Elevate Fly Store for Shopping. How can I get it added?
We're constantly adding and looking for new Retailers, so if you know of a great online service or shop that you'd like to see added to our growing list, please let us know.
What happens if I cancel a purchase I’ve made or want a refund?
You can cancel purchases and get a refund in the usual way that you would do directly with the retailer, subject to the retailer’s terms and conditions. However, you will not earn Points for any cancelled or refunded orders. If you cancel a purchase after points have been posted to your Elevate account, we reserve the right to deduct such points from your account.
I was interested in a Retailer who is no longer listed, can you tell me why?
From time to time Retailers may decide they no longer wish to participate in the Elevate Fly Store and offer Points to members. When this happens, we thank them for participating and remove them from our listings.
Can I use my Points to purchase products directly from Elevate Fly Store?
At this time, Elevate points cannot be used to make purchases through the Elevate Fly Store. Any points earned through the Elevate Fly Store will be posted to your Elevate account and can be redeemed towards reward flights with Virgin America or one of our partners as detailed at virginamerica.com.
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Security

Are my personal details safe?
Your personal info is kept completely confidential in accordance with our Privacy Policy.
Will I be contacted by any of your Retailers?
Elevate Fly Store will not share any personal information about you with our Retailers. Please note though that when you click a ‘Shop Now’ link to a Retailer, you will leave the Elevate Fly Store completely and be subject to that Retailer’s Terms & Conditions. If you share your details with a Retailer, they may contact you.
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Cookies

What’s a cookie?
A cookie is a small piece of data used by web servers to help identify web users. Cookies can be turned on and off by you at any time in your web browser menu. Cookies allow us to track your purchases with participating retailers and allocate your Points.
How are cookies used at the Elevate Fly Store for Shopping?
We use cookies to track Elevate Fly Store transactions so that we can credit your Elevate account for any purchases made with our Retailers. A piece of code on our Retailers’ websites records your unique ID number and transaction, and then passes that back to us. We then use this to match it back to your details so we can allocate Points to your Elevate account.
How can I check my cookies are turned on?
In Google Chrome, open the browser:
  • Click the Chrome menu icon
  • Select “Settings”
  • Near the bottom of the page, click “Show advanced settings”
  • In the “Privacy” section, click “Content settings”
  • Select “Allow local data to be set (recommended)”
In Firefox, you open up the browser then
  • go to "Tools"
  • select "Options"
  • under "Privacy", select "Accept cookies from sites", hit "Ok."
In Safari, you open up the browser then:
  • go to "Edit",
  • select "Preferences",
  • under the "Security" tab in the "Allow Cookies" section, select "Only sites you navigate to", hit "Ok."
In Internet Explorer, you open up the browser then:
  • go to "Tools",
  • select "Options",
  • under "Privacy" move the settings slider to "Medium" or lower, hit "Ok."
*If using any other browser, just check out their Help section.
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Membership

What do I do if I’ve forgotten my password?
ou will need your Elevate number or the email address you used when you signed up for Elevate and your password to sign in. If you have forgotten your password, please select "Forgot Password" on the main Elevate Sign In page and follow the instructions to reset your password.
What do I do if I forget my sign-in details that I used to join with?
If you need assistance accessing your Elevate account, you can call us 24 hours at 1.877.FLY.VIRGIN (877.359.8474) within the United States, 001.877.359.8474 in Mexico, or +1.650.762.7005 if you're calling from other countries and we'll be glad to assist you.
How do I update my personal details?
You may review and update the personal information you provide by signing in to your Elevate account and selecting ‘My Account’.
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Delivery

Where will Elevate Fly Store Retailers ship to?
You will need to check with each individual retailer for full details of their shipping options.
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General

How does it work?
To understand how to earn points for shopping with the Elevate Fly Store please visit our how it works page.
How many retailers do you have in the Elevate Fly Store?
We have hundreds of retailers currently on the site covering a vast range of shopping categories and we’re always adding more!
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