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Answer: After the 3 free promotional months, XM Satellite Inc. will contact the consumer with details on how to continue subscription service, currently $12.95 per month.

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16. What is the tearpad submission deadline?

Answer: Postmarked by 7/15/08

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17. If my first submission is rejected, do I have a chance to re-submit. If so, what is the deadline for re-submission?

Answer: Yes. Postmarked by 8/31/08

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18. What is the processing time for my tearpad submission?

Answer: 10 weeks.

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19. After my tearpad submission is processed, when will I receive my Free XM Certificate?

Answer: Certificate and a credit authorization form will be mailed to qualified consumers within 10 weeks of successful submission. Redemption instructions and toll-free Quinden Customer Service Hotline number will be on Certificate. The certificate will also provide a unique certificate number and key for online redemption.

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20. How do I redeem my Certificate once I receive it in the mail?

Answer: Certificates can be redeemed by calling the Quinden Customer Service Hotline or online at www.quinden.com/dockersxmoffer. You will need to have your certificate number and key.

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21. What is the deadline to redeem my certificate?

Answer: Your Free XM Radio certificate must be redeemed by 10/31/08.

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22. What is the processing fee?

Answer: To redeem certificate the customer will need to pre-pay a $19.99 processing fee via certified check, International Money Order or Credit Card. Using the Quinden Customer Service Hotline or website at www.quinden.com/dockersxmoffer, both of which are listed on the Certificate, the customer will be able to redeem their Certificate. At this time their address will be requested. They will be asked to pay the $19.99 processing fee by mailing in a certified check, or International Money Order. They can also choose to pay by credit card, whereby they will then need to fax or mail-in the credit authorization form with their credit card number, CVV and signature.

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23. What is the deadline to submit the processing fee?

Answer: Must be paid or post marked by 10/31/08

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24. When will I receive my XM Radio?

Answer: When payment is received, the customer will be sent their radio. They will need to activate their XM radio and service by phone or online. They will need to provide their address and activation code that is sent with the radio.

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25. How do I keep my XM Radio service after the 3 free months are over?

Answer: In the final month of the 3 months of promotional service, you will be contacted by XM Satellite Radio Inc. with details on how to continue subscription service if you wish. No subscription commitment beyond the 3 months of service is required to participate in this promotion, however it is necessary to utilize the XM radio.

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26. What is the General Information Toll Free Customer Service Hotline number if I have questions regarding the tearpad submission?

Answer: 866-734-9168 M-F 9:00AM-8:00PM EST

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27. Where would I send general email inquiries?

Answer: dockers@206inc.com

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28. How do I contact Quinden Marketing Ltd. if I have questions regarding the certificate?

Answer: You can call the toll free number found on your certificate or use the support link on the left menu bar.

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29. How is this Free? I have to pay $19.99.

Answer: The XM Radio, SureConnect, Activation fee and 3 Month Subscription (a $130 value) is free. The $19.99 fee covers shipping and handling.

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30. Do I have to sign up for service after the first 3 promotional months or sign up for a year long subscription?

Answer: No. You get 3 free promotional months, and then you will be contacted by XM Satellite Radio Inc. asking if you want to continue service.

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31. I have questions regarding XM products and services. Where can I find out more details?

Answer: You can go to XM's corporate site at www.xmradio.com

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32. I heard that XM and Sirius merged, does that mean I will get Sirius channels now too?

Answer: The Sirius buyout does not effect this promotion. More details are available at www.xmradio.com or call the Quinden Customer support line found on your certificate.

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33. I had my submission returned by the Post Office. What do I do now?

Answer: There are 2 reasons your mail could have been returned to you.

1. Insufficient postage - the correct postage to mail to Canada from the US is $0.72. If you did not affix the correct postage, it is very likely it will be returned with a stamp indicating insufficient postage as the reason. You will need to mail your submission again and it will be processed. If you missed any monthly rebates due to this error, you will NOT be compensated for them.

2. Return to sender, MOVED/ADDRESS unknown - this has happened to several customers over the past months. Please be assured, we have not moved and our mailing address has not changed. Our mailing address is PO Box 73559 - 1014 Robson Street, Vancouver, BC V6E 4L9 Canada. Due to a recent Canada Post regulation change, they now require PO Box to be printed on the address line. Most of the mail has been getting through without PO Box, but it seems that a new employee at Canada Post doesn't realize that the address is valid.

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34. I have missed a couple of months in the rebate program. How do I get back on track.

Answer: You need to mail in a request for a replacement voucher. Please mail us a self-addessed, stamped ($0.42) #10 self-adhering envelope with a letter requesting a replacement voucher. Make sure you provide all you personal information and your certificate number.

Please mail this request to:

Quinden Marketing Ltd.
73559 - 1014 Robson Street,
Vancouver BC V6E 4L9
Canada

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35. I purchased my tires back in Feb.'08. I thought it was a $500.00 gas redemption program; however all I received was $375.00! Please explain.

Answer: This is a consecutive 20 month program where you can receive up to $500 in gasoline rebates. If you successfully submit your voucher by the cutoff every month and are not declined, you can receive $25 X 20 months. If you did not make a monthly submission deadline and/or you were declined on a submission, you cannot make this up and you would now only be eligible to receive the difference. For example, if you missed 3 deadlines and/or were rejected 3 times, you would only be eligible to receive $425 worth of rebates.

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36. My monthly redemption form says I need to sign and date the voucher. Why, and what happens if I fail to sign or date the form?

Answer: We require that you sign and date the voucher in order to agree to the terms and conditions of the offer, which from time to time may change. For example, the amount of the postage has changed twice during this promotion. By signing and dating the voucher you agree to any updated terms and conditions that can be found by clicking the Terms and Conditions link. If you fail to sign or date the voucher, your submission will be rejected.

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37. What postal service do you use to mail the certificates?

Answer: We use the United States Postal Service to mail back your vouchers and gas payments in your self-addressed, stamped ($0.42) #10 envelope. We have a courier service that takes the mail from our mailroom in Canada to our US Mailroom in Blaine, WA.

Our mailroon in Canada does its best to have the monthly rebate checks sent to our US Mailroom on the first of the month. It can take up to a week before the mail is postmarked by USPS.

Please keep in mind that the US Postal rates have changed. It now costs you $0.72 to mail a letter to Canada. I you only put a $0.42 stamp on your mail to Canada, it will most likely be returned to you for insufficient postage. This may cause you to miss out on one or months of redemption. Quinden is not responsible for any delays caused by USPS or Canada Post. Any delays due to insufficient postage cannot be made up.

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38. I don't see anywhere on my certificate that shows the $6 refundable processing fee is monthly. Can you please clarify?

Answer: The original paperwork does not clearly show that the $6 is a refundable monthly processing fee.

If you do read the terms of the certificate carefully, you will see that even though this was inadvertently left off Step 3, our policies do indicate in Terms and Conditions Number 4 that "Quinden reserves the right to change these terms and conditions without notice." This change has been made on our website and FAQ section and will be updated upon our next printing.

The $6 each month is refundable on the final redemption month. We apologize if this has caused any inconvenience. Feel free to contact customer service through the support link and one of our customer service agents will be more than happy to contact you regarding this issue.

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39. What is Quinden's policy for abusive emails or phone calls?

Answer: Quinden will not tolerate any abusive phone calls or emails. Any certificate holder that contacts Quinden customer service through the telephone, email, or support interface, with foul or abusive language of any kind will have their certificate immediately cancelled. There is NO exception to this rule.

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40. What kind of gas station receipt will you accept?

Answer: We will only accept an original receipt from your selected gas station. The name of the gas station must be clearly visible on the receipt. This MUST match our records or it will be rejected. It must also be in the correct date range for your voucher and for the correct dollar amount as pertains to your promotion.

Gas receipts must be dated from the 21st of the previous month to the 20th of the voucher month. No exceptions.

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41. Can I change my selection for the gas station?

Answer: You will be required to use the gas station you provided during the online registration process which must match the mail-in registration form. If your selected gas station goes out of business or changes ownership, you may request a one-time change of gas station. Please contact us through the support link and we will update your file.

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42. I forgot my certificate number. Can you provide that for me?

Answer: Telephone customer service cannot provide this information. You must send a support ticket with your full name, address, and phone number as well as the store you purchased your tires from so we can processing can look up your file.

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43. I forgot which gas station I chose. Can you provide that information for me?

Answer: You can find this information in your customer website we created for you at www.quinden.com/yourusername. If you do not have this information, please contact us through the support link and we will email it to you.

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44. I may be moving to another state in the next few months. Can I change the address of the station when I get down there?

Answer: You will not be able to change the address of your gas station during the promotion.

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45. I need to know if my envelope with all the items was received, and when I'm going to start receiving the coupons?

Answer: You can see your status by logging into your customer website and clicking the Gas Rebate Status link.

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46. How long do I have to register my certificate?

Answer: You have 45 days from your proof of purchase date to register you Gasoline Rebate. This means that you must complete Step 2 of the registration by that date. All documents must be postmarked no later than 45 days from your purchase at Big O Tires.

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47. Do you accept credit cards for the $6 payment in the Gas Redemption Program?

Answer: No. We only accept International Money Orders and Certified Checks.

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48. You denied my paperwork stating I did not send the proper $6 check. I mailed a cashiers check. I was told by my bank that is the same as a certified check.

Answer: We only accept 2 forms of payment: International Money Orders or Certified Checks. A cashiers check, official check, bank draft, or similar bank check is not a certified check, even though your bank may tell you different. A certified check is a personal check that you take to your bank and have them certify and clearly mark "certified" on the check. It can also be a bank check as long as the word "certified" is on it.

Our banking regulations are very strict and may not be the same as your rules in the USA.

Before creating the terms and conditions, we talked to our Bank in Canada and we asked what forms of payment to accept. Our Bank provided us with these 2 options and will not accept any other form of payment without holdbacks and increased bank charges.

As the check is for only $6, we do not accept any form of payment that increases our banking fees.

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49. Is a Western Union Money Order an appropriate International Money Order for this promotion.

Answer: Western Union is an accepted International Money order.

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50. What kind of money order do I need to get?

Answer: We only accept International Money Orders or a certified check. This must be in US Funds and made payable to Quinden Marketing. Please note, if you choose to pay by a certified check, the check must have the word "certified" on it or it will be returned.

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51. How long do I have to register my certificate?

Answer: You must register your certificate online or by mail before the expiration date printed on your certificate. If you choose to register online, you have 7 days to mail in the required documents. Your submission must be postmarked within 7 days or it will be denied. It must also be postmarked before the expiration date of the certificate. Our system date and time stamps your online registration for verification purposes. This is matched to your certificate number and key.

If you choose to mail in your certficate, it must be postmarked before the expiration date printed on the certificate. You must also enclose an additional $4.95 US non-refundable processing fee if you do not register online. This payment must be made by a separate International Money Order and cannot be combined with your $6.95 US refundable processing fee.

In either case, your mail in submission must contain all the paperwork and processing fees as outlined in Step 1 of your certificat. Failure to correctly provide any of the required paperwork or payments will result in your application being denied. If denied, your certificate will become VOID and you will not be eligible to re-apply.

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52. How do I know that I successfully registered online?

Answer: After successfully registering online, you will receive a Congratulations message on your screen which will be followed up with an email from Quinden to the email address you used to register. If you do not reach the Congratulations screen, you have NOT successfully registered online. Failure to complete your online registration means that you will be required to use the mail-in registration method and provide an additional $4.95 US non-refundable processing fee.

Failure to successfully register online and failure to provide the $4.95 mail-in processing fee will result in your registration being declined and your certificate being null and void.

Our online registration system stamps the date, time, and IP address you used to register. Our system can determine whether or not you completed the online registration successfully, or aborted the registration before successful completion.

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53. I need to know if my envelope with all the items was received, and when I'm going to start receiving the grocery redempton certificates?

Answer: You can see your status by logging into your customer website and clicking the Gas Rebate Status link.

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54. What are the Quinden approved grocery stores?

Answer: You can choose either Safeway or IGA in Canada.

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55. Can I change my selection for the Grocery Store?

Answer: You will be required to use the Grocery Store you provided during the online registration process which must match the mail-in registration form. If your selected Grocery Store goes out of business or changes ownership, you may request a one-time change of Grocery Store. It must be of the same Grocery Store Chain you initially selected. Please contact us through the support link and we will update your file.

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56. I mailed only my registration form and have not received a reply. What happens next?

Answer: Unfortunately, nothing will happen next. The terms and conditions of this offer explicitly state that you must mail in all the required documents within the registration period. This includes your deposit, SASE, and grocery receipt.

Since you did not provide a SASE (Self addressed stamped envelope), you will not get a rejection letter mailed back to you. Your certificate will be cancelled. You will not be accepted into the Grocery Rebate Program.

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57. What kind of Grocery Store receipt will you accept?

Answer: We will only accept an original receipt from your selected Grocery Store. This MUST match the original receipt you provided when you initially registered your certificate or it will be rejected. It must also be in the correct date range for your monthly redemption certificate and for a minimum of $100 worth of Grocery Food products.

You must highlight and total all the products on your receipt that qualify towards the $100 purchase. You may not include tobacco products, prescriptions, toiletries, household products, lottery tickets, magazines, pharmaceutical products, or any product that would not be considered a food product.

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58. What kind of money order do I need to get for the processing fee?

Answer: We only accept an International Money order in US dollars. This money order must be dated within 30 days of your submission or it will not be accepted. It must be made out to Quinden Marketing Ltd. If you leave the payee blank or you do not correctly spell our name, your submission will be rejected.

If you use any other form of payment, your submission will be rejected. You can find an International Money order at Western Union or Canada Post.

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59. What is Quinden's policy for abusive emails or phone calls?

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60. What if I forget to enclose all of the documents with my submission? Can I mail them in separately? Can I fax or scan and email them?

Answer: If you fail to provide all of the required documents in your submission, it will be rejected and returned. You will not get a second chance to re-submit. You cannot send them in separately, as we cannot combine 2 separately mailed submissions together. We do not accept documents via fax or email.

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61. What happens if my submission gets lost in the mail?

Answer: Quinden is not responsible for lost, delayed, mutilated, or misdirected mail. It is your responsibility to ensure that we receive your submissions on time. While we do not require you to send your submissions via registered mail or courier, it is recommended. If your submission does not reach our mailroom within the required time period, your submission will be rejected without recourse. Quinden is not accountable for any changes in Canadian or American postal regulations or rate increases.

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62. When will I receive my first grocery rebate?

Answer: If all of your documents were received and approved before the 20th of the month, your grocery rebate will be mailed out on the first of the following month. If it is received after the 20th and it is approved, it will be mailed on the 1st of the month after that.

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63. I understand the the $6.95 processing fees are refundable. How and when do I get them back?

Answer: After you have received your final monthly rebate, you will be required to mail in the receipts from all the International Money orders you submitted during the program. These will then be compared to the system logs and a refund will be paid accordingly. Failure to provide these receipts within the required time frame or failure to provide all required paperwork will result in no refund being sent.

If you do not successfully complete the program, your processing fees will become non-refundable.

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64. My monthly redemption form says I need to sign and date the voucher. Why, and what happens if I fail to sign or date the form?

Answer: We require that you sign and date the voucher in order to agree to the terms and conditions of the offer, which from time to time may change. By signing and dating the voucher you agree to any updated terms and conditions that can be found by clicking the Terms and Conditions link. If you fail to sign or date the voucher, your submission will be rejected.

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65. What happens if I don't successfully register into the Grocery rebate program?

Answer: I you fail to successfully register into the program for any reason, your certificate will become null and void. You will not be eligible to obtain any rebates in the program.

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66. Once I successfully register in the program, what happens if I don't follow all the terms and conditions of the Grocery Rebate program?

Answer: All registration fees that have been collected will become non-refundable and you will not be eligible for any further rebates.

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67. What is a SASE? What kind of envelope will you accept?

Answer: A SASE is a self-address stamped envelope. We will only accept a #10 envelope and it must be self-adhering (peel and stick not lick and stick). If you provide any other size envelope your submission will NOT be accepted. If you provide a lick and stick envelope, your submission will not be accepted. If you fail to provide a stamp or put insufficient postage on the envelope, your submission will not be accepted.

It is your reponsibility to put the correct first class Canadian postage on the envelope.

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68. I have to mail my paperwork to the U.S. and it says to include a self address, stamped, self adhering #10 envelope. Since I live in Canada how do I get a stamp? I cannot get U.S. stamps here in Canada.

Answer: Your SASE must include a first class Canadian stamp. Once processed, your envelope will be mailed back from a Canadian Post office.

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69. Can I redeem more than 1 Grocery rebate at a time?

Answer: No. Only 1 grocery certificate can be redeemed per household. If you try to register more than 1 grocery certificate, all certificates will become invalid. Quinden has a very sophisticated anti-fraud software system. If it is determined that 2 or more certificates are trying to be redeemed by the same person or household by using different names or different addresses, our anti-fraud software will detect it. All certificates will become null and void. This is considered Mail Fraud and it is a criminal offense.

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70. I started the online registration process and created an account but I did not complete the process. I tried to go back into my account at a later date and I could not complete my online registration. What do I do now?

Answer: When you first registered your Grocery certificate a user ID and account was created by our system.

You did not successfully complete the online registration process at this time. This program does not allow you to come back and complete the online registration process at a later date.

In order to successfully register into this program, you can still mail in the required paperwork and processing fees, but you will be required to pay the additional, non-refundable $4.95 mail-in processing fee.

Please make sure you mail in the required paperwork before the expiration date on your certificate.

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71. Do I need to be a member of Access to get these discounts?

Answer: Yes. You will be asked to provide your Access card number before we ship.

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72. How long does it take to ship my items?

Answer: Please allow 7 to 10 business days. You will be notified by email with your FedEx tracking number once your order has been shipped.

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Members FAQ

QUESTIONS & ANSWERS

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