International Travel FAQs

Frequently Asked Questions
Does Travelex charge an ordering fee?
Answer

No, Travelex won't charge you an ordering fee or service charge. When you order your currency, a full breakdown of costs (such as delivery fees) will be shown on the Review page as well as on the Confirmation page and confirmed by e-mail. 

How can I pay for my currency with Travelex?
Answer

Travelex accepts American Express, MasterCard and Visa and you can pay with either your debit or credit card. Travelex does not accept virtual card number products. Please note that if you use your credit card you should be aware that your card issuer may apply separate charges (such as Cash Advance fees) to your order. Please contact your card issuer directly to ask about Cash Advance fees before placing your order.

Is the Travelex website secure?
Answer

The Travelex website employs the latest 128-bit encryption technology to ensure that any information submitted through the website is secure. Their site has been certified by Norton Secured, and they are accredited by the Better Business Bureau. 

Why does Travelex ask for so much information like Date of Birth and Social Security Number?
Answer

We understand that you’re not used to being asked for this information when ordering over the internet. Because Travelex deals with money, they're subject to rules and regulations similar to banks. They're required by federal law to collect this information to prevent possible money laundering, funding of terrorism, and fraud. Don’t worry, your information is kept strictly confidential and is protected with their 128-bit SSL encryption software. 

How does Travelex handle my personal information?
Answer

Travelex only discloses personal information to other Travelex group companies or third parties for everyday business purposes, such as: processing your transactions, maintaining your account(s), reporting to credit bureaus, or offering our products and services to you. Please note that these disclosures are not subject to an opt out choice, as such disclosures are required to run our everyday business. All personal information you provide when using their website is handled in accordance with their privacy policy.

How will Travelex use my personal data?
Answer

Your personal data will be used to process your order – this may include identification and security checks. You can also choose to allow Travelex to use your information to keep you up-to-date with information about future Travelex deals and offers.

What Travelex stores can I pickup currency from?
Answer

When you go through the checkout process you will be given a list of eligible Travelex stores where you can pickup your currency. Orders must be confirmed before 1pm (EST) to ensure the order will be available for collection the next day. Orders for pickup can also be placed for pickup up to 21 days in advance.

What delivery options does Travelex offer?
Answer

If you order over $1000 worth of currency Travelex will ship it to you for free. Orders can be placed up to 21 days in advance through the following options:

  •          Standard delivery - Delivery before 7 PM, Monday through Friday. Delivery usually takes 2 working days or more.
  •          Next Day delivery - Delivery before 7 PM the next day (you must order before 4pm EST). 
What is Travelex's cut-off time for Next Day delivery?
Answer

Travelex orders received before 4 p.m. EST are eligible for Next Day delivery with the following exceptions:

  • If an order is placed for Next Day delivery and isn't processed in time, any difference in the shipping fee will be refunded to the card you used to make payment.  If this fee isn't refunded, please contact us at 516-300-1622 or email us at [email protected].
  • Next Day delivery may not be available on national and some state holidays.
  • Next Day delivery isn’t available in Alaska and Hawaii, due to their location.
Why was my Travelex order rejected?
Answer

For security reasons, Travelex may be unable to inform you of the specific reason your order was rejected. Please call us to ensure that your card information is up-to-date and that you currently have funds available on your card. If you’re using a credit card, your card issuer may consider this transaction a cash advance so it may be necessary for you to speak with them.

If you’re still unable to order please call us at 516-300-1622 or email Travelex at [email protected].

My Travelex order was rejected, why did Travelex take my payment?
Answer

If your order was rejected, the funds currently available in your account may have reduced by the value of your attempted order.  This means that your card issuer has provided authorization for Travelex to take payment.  As Travelex has rejected the order they won’t be taking the funds.  However, your card issuer may keep this “ring fence” on your funds for up to ten days.  Please call the number on the back of your card for more information.

Can I change my order once it has been placed or return it to Travelex if I don’t take my trip?
Answer

Yes, Travelex understands that travel plans can change, so they will do their best to amend your order. Changes cannot be guaranteed (for example, if the order has already been sent out for delivery). If you need to change your order, please contact Travelex's customer service team as soon as you can at 516-300-1622 or email them at [email protected]. Please note that based on industry-standard changes to currency rates updated multiple times a day, customers may incur additional costs for changes to orders or a decision by the customer that currency will be sold back to Travelex. The customer should be aware that Travelex rates, margins, and fees may vary from its competitors and may vary based on order and delivery method.

What’s the difference between a Chip & PIN card and my regular credit or debit card?
Answer

Here in the United States, the credit card industry continues to use the magnetic stripe technology (this is the black stripe you see on the back of any credit or debit card), sometimes international travelers report acceptance issues abroad using their current credit and debit cards. The Chip & PIN, or EMV, technology allows for wider acceptance abroad. In addition, your personal information is not on the Travelex Cash Passport, reducing the risk of identity theft if your card is lost or stolen.

How do I replace a lost or stolen Travelex card?
Answer

If your Travelex card is lost or stolen, contact Travelex Cash Passport Customer Services immediately at 954-838-8294 so they can cancel the lost or stolen card and provide you with a free* replacement. Rest assured that your balance is PIN protected and you can still access those funds with either your replacement or secondary Card.

How do I cash out my Travelex card?
Answer

If your trip is over and you don’t plan on taking another one any time soon, you can cash-out your card to get the remaining balance returned to you. There are a few different ways to withdraw your remaining balance (fees may apply):

  • Use an ATM that accepts Debit MasterCard (assuming it’s within the ATM’s issuing limits)
  • Take your card to any Travelex location and they’ll withdraw the balance for you, less any applicable fees (see your Terms & Conditions for further details)
  • Call the number on the back of your card and speak to a representative.  
How do I find out my Travelex balance?
Answer

Simply visit the Cash Passport website and click on My Account, register and you’ll be able to see your Travelex Cash Passport Card balance right away – you can also review recent transactions. In addition, you can call the number on the back of your card to use the automated balance service.

You can go online or call the number on the back of your card for balance inquiries to ensure you receive the most accurate and up-to-date information.

What is my Travelex PIN number?
Answer

You can call the number on the back of your Travelex card and use the Travelex Cash Passport automated service to access your PIN number.

Are there restrictions on where I can use my Travelex Cash Passport?
Answer

There are a number of countries / regions where the Travelex Cash Passport cannot be used. If you attempt to withdraw cash from an ATM, or use your Card at shops, restaurants, hotels and online in any of these countries, your request will be declined and the reason given as 'Decline, prohibited country'.

Please check the full list of countries where the Travelex Cash Passport cannot be used.

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