FAQ

Frequently Asked Questions

Terms & Conditions

Using the Gift Card

Corporate orders

Corporate platform

Can’t find what you’re looking for?

Contact EML Payments Customer Service: 1 800 840-5594
Email us at [email protected]

Customer service in French and English is at your disposal.

Frequently Asked Questions

  • ‼️Physical card orders placed during the Canada Post strike will be shipped after the strike ends.

    September 26: due to the Canada Post strike, physical card orders are experiencing delays. Cards will be shipped after the strike ends.

  • ⚠️Can I transfer my e-Gift Code to a physical Gift Card at any shopping centre location?

    No, an e-Gift Code must be exchanged in person at Guest Services at the same shopping centre where it was originally purchased online. However, once the e-Gift Code has been exchanged for a physical Gift Card, that Gift Card can be used at any of our participating shopping centres nationwide.

  • What is the Gift Card?

    The Gift Card can be used to purchase items at participating retailers located in any one of the shopping centres nationwide. To see a full list of shopping centres, click here. In 2025, we launched an improved Gift Card program that replaces the American Express Gift Card. If you currently have a Gift Card, click here to check your balance.

  • Where can I buy a Gift Card?

    The Gift Card can be purchased at the Guest Services kiosk of participating shopping centres across Canada. For a full list of shopping centres, click here. You can also buy a Gift Card online, on the Website of participating shopping centres. Corporate clients can place their Gift Card orders using the corporate e-commerce website. A registration process is required.

  • Can I purchase the Gift Card online?

    Yes, you can purchase an e-Gift Card online on any of our shopping centre’s website (click here for the complete list) through several methods:

    1. E-Gift Code: You can purchase an e-Gift Code and email it to the person you want to treat. The recipient will receive a code that must be exchanged at the same shopping centre where it was purchased online, for a physical Gift Card to use at participating retailers in our shopping centres across Canada. A government issued ID is required during pick-up at the Guest Service, the ID and the recipient’s name must match.
    2. Mail to Delivery: You can now choose to have a physical Gift Card mailed directly to the person you want to treat. This option allows you to include a personal message with the Gift Card. ‼️Physical card orders placed during the Canada Post strike will be shipped after the strike ends.
    3. Digital Card (via EML’s Get My eCard app): You can now purchase a Digital Card that can be added directly on your phone without the need for in-mall exchange. Recipients receive an email instruction to access their Digital Card by downloading the EML’s Get My eCard app.
    4. For Corporate clients: Corporate clients can now place their Gift Card orders using the new corporate e-commerce website (click here). A registration process is required. You cannot use your Gift Card as a payment method for an online order.
  • What methods of payments are accepted?

    Accepted payment methods online are:

    • Canadian credit cards such as Visa and Mastercard.

    Accepted payment methods at Guest Services (in-mall) are:

    • Debit
    • Canadian credit cards such as Visa, Mastercard and American Express
    • Cash, maybe accepted by specific property (Contact Guest Services for more details)
  • Can I schedule the delivery of a Gift Card I purchase online?

    Yes, when purchasing a Gift Card online, you have the option to schedule its delivery. You can choose a delivery date up to 90 days in advance from the date of purchase.

  • How long does it take to receive the confirmation email and e-Gift code email after completing a Gift Card purchase?

    Both confirmation emails and e-Gift code email for Gift Card purchases are typically sent within a few hours of the transaction. However, in some cases, it may take up to 24 hours for the email to be delivered.

  • Where can I use and redeem the Gift Card?

    The Gift Card can be used to purchase items from participating retailers located in any one of the participating shopping centres across Canada. For the full list of shopping centres, click here.

  • Where can Reward Cards be redeemed?

    Reward Cards purchased through a campaign or promotion can only be redeemed at the shopping centre where they were originally purchased. To locate a shopping centre in your province, please consult our full list here.
    Please note that your Reward Card may be declined if it does not meet the required conditions for redemption.

  • How do I redeem an e-gift code purchased before July 8, 2024?

    If you purchased an e-gift code online before July 8, 2024, please contact American Express customer care directly at 1 833 350-2461. Make sure to have your e-gift code ready when you call. Their customer service team will provide you with further instructions on the redemption process.

Terms & Conditions

  • In what denominations can I buy the Gift Card?

    In mall, the Gift Card can be purchased in denominations ranging from $25 to $1,000.

    Online, the Gift Card can only be purchased in denominations from $25 to $1,000. (Except Mail to Delivery and Digital Card (via EML’s Get My eCard app) can only be purchased in denominations from $25 to $250).

  • Can I make a bulk purchase order?

    Yes, bulk purchases are possible at the Guest Services kiosk of all participating shopping centres nationwide. To know more about the corporate or bulk orders, please refer to the Corporate Gift Cards Program.
    Bulk orders can also be placed online by pre-approved corporate clients on the corporate e-commerce website. Certain restrictions apply, for more information click here.

  • Is there a limit to the amount I can purchase at the shopping centre?

    Additional information will be requested for any purchase equal to or over $1,000 and $3,000 for individual and corporate customers respectively.
    Individuals may purchase a maximum of $10,000 worth of Gift Cards in a 24-hour period. Additional restrictions apply, please see with the Guest Services of your centre.

  • Is there a limit to the amount I can purchase online?

    The maximum amount that can be purchased in a 24 hour period is $3,000, with a transaction limit of 1 per customer, per 24 hour period. The maximum amount on a Gift Card is $1,000. (Except Mail to Delivery and Digital Card (via EML’s Get My eCard app) with the maximum amount on a Gift Card is $250).

  • Can I cancel or get a refund on my Gift Card?

    Once you complete your order, there are no refunds or purchase cancellations possible.

  • Is the Gift Card reloadable?

    Once the initial amount has been used, no additional funds can be added onto the Gift Card. You will have to purchase a new Gift Card.

  • What is the expiration date that I see on the back of the regular Gift Card? Do the funds expire?

    The funds on the Gift Card do not expire. The four-digit expiration date available on the back of the regular Gift Card (MM/YY) is the expiration of the plastic. This means that the customer, after this date, will need to request a new Gift Card by visiting the Guest Services kiosk or by calling Customer Service 1 800 840-5594.

  • Do the funds on the Gift Card expire?

    Gift Card funds do not expire. However, the plastic has an expiry date set for 5 years from the date it was printed, which is the date printed on the plastic Gift Card. Upon plastic expiration, you can get a new Card by contacting Customer Service toll-free at 1 800 840-5594 or by email at [email protected] to obtain a free replacement Card before the expired date for exchange. Your balance will be transferred to a new replacement Gift Card.

  • Does the Reward Card expire?

    The funds on the plastic Reward Card expire 12 months after activation, indicated by the “Valid Thru: date written on the front of the Card (MM/YY) upon purchase.

  • Are there any fees on the Gift Card?

    There are no purchase or account maintenance fees assessed against the Card in this new program.

  • What are the terms and conditions of the Gift Card?

    To see the terms and conditions, click here.

Using the Gift Card

  • Do all retailers in the shopping centres accept the Card?

    While most retailers accept the Gift Card, a few do not participate in the program. You can consult the Stores section of your local shopping centre’s website for a complete list of stores accepting the Gift Card or visit Guest Service for more details.

  • Can I use the Gift Card at more than one retailer? In more than one shopping centre?

    Yes, you can use your Gift Card more than once at all participating shopping centres across Canada (click here for a complete list) and at all participating stores, as long as there are sufficient funds on the Card.

  • Once a Card is purchased, are there any limitations on its use?

    The Gift Card cannot be used to pay for tips or other gratuities, or to make a payment against any account or loan. Also, it is not authorized to purchase a retailer Gift Card with the Gift Card. While most of the stores in our shopping centres honour the Gift Card, some have chosen not to participate in the program. You can consult the Stores section of your local shopping centre’s website for a complete list of participating retailers. A complete list of terms & conditions is available here.

  • Can I use my Gift Card to make purchases online?

    Gift Cards can only be redeemed at participating retailers in participating shopping centres nationwide. Therefore, you cannot use your Gift Card as a payment method for an online order.

  • What happens if I’m purchasing an item that costs more than the value of the Gift Card?

    When purchasing an item that is greater than the value of the Gift Card, the balance of the transaction can be paid for with another method of payment, such as cash, debit or credit. For more information, please inquire with the retailer, as policies may differ.

  • How do I add the Digital Card (via EML’s Get My eCard app): to my mobile wallet?
    1. On your mobile device, open the email containing your digital Card.
    2. Click the link in the email to download and open the Get My eCard application.
    3. Create an account using the same email address where you received your digital Card. If you already have an account associated to the email address, open the Get My eCard app and log in
    4. Click the “Add to Apple Wallet” or “Add to Google Wallet” button in the Get My eCard app, depending on which type of mobile device you have.
    5. Follow the instructions on your screen to add your Card to your mobile wallet.
    6. Spend your Card at participating merchants who accept contactless payment via mobile.
  • How do I check my balance and view the transaction history on my Gift Card?

    You can inquire about your Gift Card account either by calling 1 800 840-5594 or visit this page.

  • Can I replace a lost Card?

    In order to replace a lost Card, you can visit a Guest Services kiosk at your local participating shopping centre and provide proof of purchase.
    Reward Cards cannot be replaced if lost or refunded after expiration.

  • Can I return merchandise purchased with the Gift Card?

    As retailer return policies vary from store to store, customers must adhere to each store’s policies. Please note if the retailer decides to return the funds on the Gift Card, it will take 7-10 business days for the funds to be returned to the Card.

Corporate orders

  • Where can I place my order?

    You can place your order at the Guest Services kiosk of one of our participating shopping centres across Canada. For a full list of shopping centres, click here.
    Approved corporate clients can also place orders online and send Gift Cards to various recipients by email.

  • Is there a purchase limit for corporate orders?

    At Guest Services (in-mall), additional information will be requested for any purchase equal to or over $3,000 for corporate customers.
    On the online corporate platform, the daily expenditure limit is $3,000 for approved corporate clients.

  • What methods of payments are accepted for corporate orders?

    Accepted payment methods at Guest Services (in-mall) for corporate orders are:

    • Bank certified cheque – from a Canadian bank account
    • Bank transfers (via Electronic Funds Transfer aka EFT) – from a Canadian bank account.
    • Canadian issued credit or debit cards, such as Visa, Mastercard and American Express are accepted. The card must be in the same name as the purchaser.

    Accepted payment methods online for corporate orders are:

    • Canadian credit cards such as Visa and Mastercard.

Corporate platform

  • Who can buy on the corporate e-commerce platform?

    The e-commerce platform is for the exclusive use of approved corporate clients. Non-profit organizations and charities may also be eligible to use the online platform.

  • How do I get approved to use the e-commerce platform?

    In order to receive access to purchase on the online platform, each business will go through the registration process when creating the account here. Each application will be carefully reviewed by our team and a follow-up email will be sent 2 business days following the reception of the account registration.

  • What are the criteria to be approved?

    In order to create an account each corporate client must go through the registration form. Each business must have a valid Corporation Number, Business Number or GST | HST Number.

  • In what denominations can I buy Gift Cards?

    The Gift Card can be purchased in various denominations ranging from $25 to $1,000. (Except Mail to Delivery and Digital Card (via EML’s Get My eCard app) can only be purchased in denominations from $25 to $250).
    As well, you can choose a custom denomination within that range.

  • I bought corporate gift cards before July 8, 2024. How do I get them back?

    Visit our former corporate gift card management platform at https://giftcard-2024.shopping.ca/ to retrieve or send your gift cards purchased before July 8, 2024.
    Once you have retrieved your card’s electronic gift code, please contact American Express customer care directly at 1 833 350-2461. Make sure to have your e-gift code ready when you call. Their customer service team will provide you with further instructions on the redemption process.

Can’t find what you’re looking for?

Contact Amex Customer Care : 1 (833) 350-2461
Email us at onlinegiftcard@shopping.ca

Customer service in French and English is at your disposal.