I redeemed a FlyBuys Points Plus Pay Reward and need to make payment for the balance owing. Can I pay this online?
If your FlyBuys reward is one that PopInk distributes, then you can log in via the Rewards pickup page to pay the balance amount owed on your reward.

You will need both your FlyBuys Membership number and your Reward Reference number (as advised to you by FlyBuys) in order to login and make your payment.

Your Reward Reference number is unique to each transaction made through FlyBuys and should be treated as confidential. If you have made several redemptions through FlyBuys, each will have its own Reward Reference number.
Please note, only those items being distributed by PopInk will be payable through this site.

I redeemed points through FlyBuys, why am I dealing with PopInk?
PopInk is one of FlyBuys preferred distribution companies. If your FlyBuys reward is one that PopInk distributes, then we will receive your details from FlyBuys so that we can send you your reward.

How long will it take for me to receive my FlyBuys reward?
In most cases your reward will be delivered within four weeks. Sometimes, if a particular reward has been extremely popular, we may use up stock faster than anticipated and may then face delays in supply. We will make every effort to notify you if delivery of your reward is likely to be delayed beyond the four week period. We will always notify you if your reward is sold out or superseded.
You may contact us on (02) 9907 4504 during business hours if you are concerned about your delivery.

I ordered two different rewards through FlyBuys, but have only received one. Where is my second reward?
Rewards are despatched individually as orders are processed. This means that your rewards may arrive separately. Please also note that there may be more than one despatch centre responsible for sending out your rewards.

I have been waiting patiently for my FlyBuys reward but it has not turned up. What should I do?
Check with your local Post Office to ensure they are not holding a package for you. If there is no delivery waiting at the Post Office, you will need to contact FlyBuys to confirm your address details. All rewards despatched by PopInk are addressed as per the details provided by FlyBuys.
If you need to contact PopInk to determine whether your reward has been despatched, please ensure you know the date you redeemed your reward and have your Reward Reference number handy. This information will help us locate you in our database. We may be contacted on (02)9907 4504 during business hours or via email at flybuys@popink.com.au.

My reward was despatched by PopInk, but I have not received it. What should I do now?
If you have allowed four weeks and checked with your local Post Office, then please advise us of the following details in writing so we can take appropriate action.

• Your name & delivery address
• Your Reward Reference number
• Your FlyBuys membership number
• The date you redeemed your reward
• Your request to have your item re-sent
  You may forward your details via
  email: flybuys@popink.com.au
  snail mail: PopInk, PO Box 957, Brookvale NSW 2100
  fax: 02 9907 4496

My reward arrived damaged. What should I do?
If your reward arrived damaged, please return it to us in the original packaging with a note outlining the problem. Please include the original label when you return the reward as this contains valuable information that will help us find you in our database.
A replacement reward will only be sent once the damaged reward have been received at our warehouse. The damaged reward may be returned to us at
Reply Paid 957
PopInk
PO Box 957
Brookvale NSW 2100

I received my FlyBuys reward and it doesn't work anymore. What should I do?
Normal manufacturer's warranty terms and conditions apply to any rewards redeemed via FlyBuys. Contact us at PopInk for proof of purchase documentation if you have a warranty issue.

I changed address since redeeming my FlyBuys points. What will happen to my reward?
Your reward will be despatched to the address on record with FlyBuys, so it is important that FlyBuys have the correct delivery address when you make your redemption.
If you have changed address since redeeming, you are responsible for arranging the appropriate mail re-direction service. You will also need to call the FlyBuys Service Centre on 13 1116 to update your details. All FlyBuys rewards processed by PopInk will be despatched via Australia Post.

How will my FlyBuys reward be sent?
In almost all cases, rewards are sent via Australia Post. In some instances, rewards will require a signature. Bulky items will only be left if it is safe for Australia Post to do so. If there is no safe place for the postman to leave your reward, you will receive a parcel collection card notifying you to contact your local post office. If you do not collect your parcel in the period notified, it will be returned to us. Please note, rewards that have been returned to us will only be re-sent once we have confirmation of your delivery address details.
Only reward items that exceed Australia Post's carrying dimensions will be sent via courier. These rewards cannot be sent to a PO Box address, so if you are redeeming points for a very bulky reward, it will speed up the despatch process if you give FlyBuys a street address for delivery.