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MyMilesMatter™ by Shell Rotella® FAQs

General Program Questions:
Q. What is MyMilesMatter™ by Shell Rotella®?

A. MyMilesMatter™ by Shell Rotella® is a loyalty reward program offered by Shell Rotella® to reward consumers using Shell Rotella® T Triple Protection®, Shell Rotella® T5 and Shell Rotella® T6. Program earnings are based on the products and related services used and are accumulated by entering the MyMilesMatter™ by Shell Rotella® Reward Codes from participating products and services on the MyMilesMatter™ by Shell Rotella® program website. Earnings can be used to obtain rewards available in the program eCatalog. For more information visit our program website.
Q. Who can participate and what are the rules of the program?

A. Anyone who is a U.S. or Canadian resident and 18 years of age or older can participate. All you have to do is register. To find out more read our MyMilesMatter™ by Shell Rotella® Terms and Conditions.
Q. Where will I find the Reward Codes?

A. The Reward Codes will be printed under the cap of specially marked packages and on your oil service receipts from participating locations.
Q. What products have Reward Codes?

A. One gallon and 5 liter containers of Shell Rotella® T Triple Protection®, Shell Rotella® T5, and Shell Rotella® T6 will have reward codes on specially marked packages.
Q. Are there other size containers that are eligible for inclusion in the program?

A. At this time only 1-gallon and 5 liter bottles of Shell Rotella® T Triple Protection®, Shell Rotella® T5, and Shell Rotella® T6 are included in the program. Oil change services purchased from approved installers are also included in the program. Locations must enroll to participate.
Q. Are there any other ways to earn Reward Miles?

A. Yes, check your special offers for other earnings opportunities such as watching online videos and other qualifying promotions.
Q. Is this something Shell Rotella® is doing for a month, 1 year, etc.?

A. This is an on-going program and as such is expected to run through 2013 and beyond.
Q. Who can I call with issues or questions?

A. Additional support is available by calling 1.800.566.8979, or emailing us.
Q. Why is the program only offered online?

A. The only way to participate in the MyMilesMatter™ by Shell Rotella® program is by entering the unique reward codes online. If you don't have a computer, you may want to use a friend's computer or visit a public library.
Q. Is there a fee to join MyMilesMatter™ by Shell Rotella®?

A. No, membership in the program is free.
Q. Can I update my personal information online?

A. Yes, you may update your personal information at anytime by logging in to the MyMilesMatter™ by Shell Rotella® website and clicking on the My Account tab.
Q. What should I do if I forget my password?

Step 1: Click the Forgot your password? link under the Log In field
Step 2: Enter your email address and click Submit
Step 3: An email will be sent to the email address you provided which includes a link allowing you to reset your password (Note: This link will only be active for 60 minutes.)
Step 4: You will be asked a security question and will then be directed to change your password.
Q. I am not receiving emails from MyMilesMatter™ by Shell Rotella®. What is wrong?

A. First, please be sure that our emails are not being sent to your SPAM or Junk folder in your email account. Next, verify that the email address listed on your MyMilesMatter™ by Shell Rotella® account under your My Account tab is correct. If you are still not receiving them email us or call us at 1.800.566.8979.
Q. How do I request additional information about MyMilesMatter™ by Shell Rotella®?

A. Email us or call us at 1.800.566.8979.
About Reward Miles:
Q. Do I get different Reward Miles based on product?

A. Yes, you receive more Reward Miles based on higher priced products. To learn more visit How to Earn Reward Miles.
Q. Do Reward Miles expire?

A. Shell Rotella® reserves the right to alter, modify, or terminate this program at any time. At this time, Reward Miles do not expire.
Q. Can Reward Miles be transferred?

A. No, Reward Miles cannot be transferred from one account to another.
Q. Can I pay for additional Reward Miles in order to redeem specific prizes from the eCatalog?

A. No, Reward Miles cannot be purchased.
Q. It says my Reward Code is invalid. What should I do?

A. A message that says your Reward Code is invalid could be caused by a few things. Here are some tips for finding and entering the correct Reward Code from the bottles:
  • Make sure the Reward Code you entered has 12 characters (the letters are not case sensitive)
For bottle Reward Codes:
  • The unique Reward Code is printed under the oil cap
  • Do not use codes printed on the outside of the bottle. If this doesn't work, email us. Please include the product purchased and the Reward Code you are entering. We'd be happy to help!
For oil change Reward Codes :
  • The unique Reward Code is printed on or affixed to the receipt.
Q. My Reward Miles are incorrect in my account. What should I do?

A. Please email us the Reward Codes that have incorrect Reward Miles awarded and describe the error. Or you may call us at 1.800.566.8979, Monday – Friday, 8 a.m. – 5 p.m. CST. One of our representatives will be happy to assist you.
Q. How will I keep track of the Reward Miles I have earned?

A. You are able to view your Reward Miles history at any time. You will need your email address and password to log in and access your information.
Q. Is there a limit to the number of Reward Miles I can earn?

A. No, there is not a limit to the number of Reward Miles you can earn.
Program Rewards:
Q. What are the rewards?

A. Rewards may be updated on a regular basis. Program reward items include Shell Rotella® branded merchandise and gift cards. The eCatalog can be accessed at any time through the program website.
Q. How do you redeem Reward Miles?

A. You may redeem your Reward Miles by visiting the program website.
Q. Can I ship a reward order to someone else or another address?

A. Yes, you can send the reward to anyone or any address within the United States and Canada (no PO boxes or APO addresses please). Be sure to verify or update the shipping address while placing your order online.
Q. How can I change or cancel my rewards order?

A. Once your order is placed, we are unable to change or cancel it. We are processing the orders as they are placed to ensure that you receive your reward(s) as soon as possible.
Q. How long does it take to receive the rewards that I order?

A. Rewards should arrive 4-6 weeks from the time your order is placed.
Q. What do I do if I do not receive my rewards in the mail?

A. If your order was placed more than six weeks ago, please email us your order information so we can research it for you.
Q. What do I do if the gift card I received is inactive?

A. Email us or call us at 1.800.566.8979.
Q. What do I do if the merchandise I received is defective or damaged?

A. Email us or call us at 1.800.566.8979.
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