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Browse the Empathy Marketing Support Center to find info on Voucher Issues, Product Help, Booking Assistance and much more!

    Covid-19 FAQ


    1. Can I extend the expiry date on my voucher?

    We never have an issue with you using a voucher after its expiry date. However, the final say on whether this is possible will always remain with the advertising venue.

    We recommend contacting the advertising venue directly to request a voucher extension. The venues contact details can be found on your voucher. Please be aware that the venue is not obliged to offer an extension but may be happy to do so.

    If they are happy to accept your expired voucher, you do not need a new voucher to present as they'll be able to redeem your voucher as usual.


    2. Can I change the date of my booking?

    Once your voucher has been used to place a booking, we're unable to make any further changes. However, you should have no issue making a booking amendment with the advertising venue. 

    We recommend contacting the advertising venue directly to request updates on your booking. Their contact details can be found on your voucher. 

    Please be aware that this will be subject to the advertising venues cancellation policy and supplementary fees may apply.


    3. Can I cancel my voucher or booking?

    If you no longer wish to use your voucher that's no problem. We'll be happy to help you cancel your voucher and issue you with a discount code (credit) for its value once the advertising venue has not received payment for your voucher. Our customer service team will be able to check this for you.

    If you have already used your voucher to place a booking, then you will first need to contact the advertising venue to cancel this booking. Please be aware that this is subject to the advertising venue's cancellation policy.

    Please contact the advertising venue and ask them to send you a confirmation via email that they have cancelled your booking within their systems.

    Once you've received confirmation of your cancellation, please forward it to helpdesk@empathymarketing.com, and a member of our customer service team will be in touch as soon as possible.

    Usually, discount codes are only valid for three months; however, in light of the reason for this cancellation, the discount code will be valid for twelve months.

    *This option can only be offered to vouchers that are still within their expiry date and have not been paid to the advertising venue.


    4. Can I have a cash refund on my voucher?

    We can offer a cash refund on any vouchers purchased less than 14 days ago that have not been redeemed. Vouchers are redeemed when attending the advertising venue or placing a booking with the advertising venue.

    If your voucher is not eligible for a cash refund then as a gesture of goodwill, we can create a discount code (credit note) as detailed in section 3. 


    5. Can I place a product order and will my order be delivered? 

    Yes, Pigsback and all Empathy Marketing websites are operational. We're working closely with our sellers and partners to ensure they're also operating as normal. Offers will be removed and added as we receive updates.

    You can check the estimated delivery times on each offer page or via your My Vouchers section of your account. When selecting your delivery address, be aware that business addresses may be closed and unable to receive parcels.


    6. Are your product delivery times & stock levels accurate? 

    Our product team is working to ensure all delivery information on our websites is as accurate as possible. We're contacting our sellers daily to update delivery times and stock levels; however, due to this being an ongoing situation, some stock errors or delays might occur.


    7. What should I do if my product order is delayed? 

    You can contact the seller for an update on your order via the My Vouchers section of your account. Sellers will be responding to tickets as fast as possible, but due to reduced staffing, this may take up to 3 working days.  


    8. Can I cancel a product order?

    You can request a cancellation of your order by sending a message to the seller via the My Vouchers section of your account. If your product has not been dispatched, the seller will be happy to cancel it and submit a full refund request to our team.

    If your product has been shipped, then you will need to return it to the seller before a refund can be issued.


    If you have any further questions, please contact us via https://support.empathymarketing.com/hc/en-us/requests/new

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