FAQ

  • How do I qualify for a Service Award?
    Service awards are presented to Syncrude employees on each five (5) year anniversary, starting at five (5) years of service, on the employee’s anniversary date.
  • How do I qualify for a Safe Work Award?
    Safe Work Awards are presented to eligible Syncrude employees each year, on the employee’s anniversary date.  An employee is eligible for a safe work award if the employee has not had any safety incidents categorized as medical aid or lost time injury, during the year, since the last anniversary.  If any such safety incidents occur during the year, then the employee’s eligibility for a safe work award is delayed for one year, and the effect is cumulative for all of an employee’s years of service at Syncrude.
  • How do I qualify for a Retirement Award?
    Retirement awards are presented to Syncrude employees upon retirement.
  • What is a Quarter Century Club Award?
    Syncrude Employees will join the Quarter Century Club when they have completed 25 years of service with our organization. In addition to receiving the service anniversary awards presented on 5 year milestones, Quarter Century Club members will be presented with a Quarter Century Club pin upon achieving 25 years of service and every 5 years thereafter.
  • How do I order my Service, Safe Work or Retirement award?
    To place your award order, follow the process below:
     
    1. Click on the Service Awards, Safe Work Awards or Retirement Award tab
    2. Select your eligible award level. Click on the image to see a larger view and description of each award.
    3. Once you have made your choice, click on Select.
    4. You will be prompted to enter your Personal Access Code (PAC).
    5. Follow the prompts to enter your delivery address. Note that a signature is required upon delivery.
    6. Follow the prompts until you click Place Your Order.
    You can also order your award by phone: call 1 866 629-2737 option 1 and speak to a customer service representative that will help you order your award. Have your Personal Access Code (PAC) on hand. You will also have to verify your delivery address.
  • What is the Personal Access Code (PAC)?
    Your Personal Access Code (PAC) is a secure way to confirm an employee’s gift selection and delivery. You can find your PAC on the order instructions included in your award package. You will see PAC followed by a 10-digit code. You will need this to confirm your selection.
  • I have deleted or lost my Personal Access Code (PAC). How do I find out what it is or how can I receive a new one?
    Please contact Rideau Recognition Solutions Inc., by calling 1 866 629-2737 option 1 or by email at Customercare@serviceawards.com
  • I had received an award package several months ago. However, I did not order at the time, am I still eligible to order and receive my gift?
    Yes. You have up to one year to order your gift.
  • I would like to order a ring but do not know my ring size. What should I do?
    While a measurement tool was included in your award package, we do recommend that you visit your local jeweler to have your ring finger properly sized. This will ensure a proper fit and avoid any disappointment upon receipt of your ring.
  • Where will my award be delivered?
    For your convenience, awards will be delivered to your "on file address" (home or alternate). During the checkout process, you will be asked to verify the shipping address and change it, if needed. Note that the delivery address cannot be modified after the order has been summited. If you notice an address mistake after the order is summited, please contact Rideau Recognition Solutions Inc., by calling 1 866 629-2737 option 1 or by email at Customercare@serviceawards.com.
  • Is it possible to monitor the order status of my gift selection?
    Yes. If you would like to monitor your order status, click on Order Status. Enter your PAC code or your Order Confirmation Number.
  • When can I expect to receive my award after ordering?
    Most awards are shipped and received within 4 weeks from the order date.
  • After I receive my gift, may I exchange it if I'm not happy with my selection?
    You may exchange your gift within 30 days after you receive the award, provided you have not used it and it is returned in its original packaging. To exchange your gift, please contact a customer service representative at Customercare@serviceawards.com or phone 1 866 629-2737 option 1. You will be provided with a Return Merchandise Authorization (RMA) number and the administrator will mail an information package to you with a mailing label and instructions for returning the item.
  • What should I do if my gift is defective?
    If you receive a defective award, contact a customer service representative at Customercare@serviceawards.com or phone 1 866 629-2737 option 1. You will be provided with a Return Merchandise Authorization (RMA) number and the administrator will mail an information package to you with a mailing label and instructions for returning the item.

    Rideau's Lifetime Warranty
    All Rideau-crafted and/or -manufactured items, including jewelry items, carry a lifetime guarantee. Most other Service Award items supplied by Rideau also carry a lifetime guarantee with the exception of electronics, consumer products, hygiene products or items that are subject to normal wear and tear by nature of use.

    Manufacturers' Warranties
    When you receive your award, immediately register the product with the manufacturer as directed in the product instructions. Failing to do so would cause the warranty to become null and void. After the original warranty has expired, eligible items such as watches and clocks are covered for life under Rideau's lifetime warranty.
  • Can I purchase an award from the program?
    No. The purpose of the Awards program is to formally acknowledge your Syncrude milestones with a lasting memento. The award is our gift to you in recognition and appreciation of your ongoing contribution to Syncrude’s success.
  • Can I trade my award for its dollar value?
    No. The purpose of the Awards program is to formally acknowledge your Syncrude milestones with a lasting memento. The award is our gift to you in recognition and appreciation of your ongoing contribution to Syncrude’s success.
  • Will there be a Syncrude logo on my award?
    It depends. Watches and rings will have an engraved logo, bracelets and necklaces will have a logo attached to the clasp and luggage will have a removable luggage tag. No other items will have logos.  If you do not wish to have a logo on your award, please contact a customer service representative at Customercare@serviceawards.com or phone 1 866 629-2737, option 1, before placing your order.
  • I don’t like the award selection for my anniversary level. Can I pick an award from another level?
    Yes. A feature of the service award program is that you are able to select an award from your current award level or any level below it. For example a 20-year recipient can choose a gift from the 20, 15, 10 or 5 year level. However, only one gift can be selected and you cannot pay the difference for a higher level gift.
  • Who do can I contact if I have questions?
    Rideau Website and Printed Materials  If you still have unanswered questions about the program after looking through this FAQ section, contact a customer service representative at Customercare@serviceawards.com or phone 1 866 629-2737 option 1.