Rewards IssuesUpdated 2 years ago

Troubleshooting

Why didn’t I earn points on my purchase

Double-check that you were signed in to your rewards account and didn’t accidentally check out as a guest. If you have done this in error, simply contact us here for help applying your points to your account. You also won’t receive points if you return your purchase or your purchase is canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.

I should have earned points for a purchase but I didn’t see my balance change. Did I get credit?

Yes!  You work hard to earn points and we want you to feel confident that all of your points are right where they should be . . . in your account!  The first thing to note is that there may be a delay in our systems communicating and points could take anywhere from minutes to several hours to appear in your account.  However, if you feel like you have earned points but they are not showing up in your account you can also troubleshoot it with these tricks:

• Try to refresh your browser.
• Try to log out and then back into your account.
• Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it.  Your ‘Rewards history’ will show you the number of points earned, how and when they were earned, as well as any redemptions of points made on your account.

If you still feel like your points balance is not accurate you can contact our support team and they will look into the issue for you.

I received an error message when referring friends through the email referral box. What went wrong? 

We are sorry to hear that.  There are a couple of scenarios that could have triggered the error message:

The first possible scenario is that there was a mistype in one of the email addresses that you entered or you forgot to put commas between multiple emails to separate them. 

To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time, clicking ‘send’ after each one rather than uploading them all at once.  

If you are still having problems using the email referrals we recommend using your unique referral link or sharing the referral through Facebook, Twitter, or Messenger to receive credit. Please contact our customer support here if you need further assistance.

I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?

Thank you so much for sharing us with your friends!  We really appreciate it.  

Referred friends must be a first time customer in order for both of you to receive the referral rewards.  In addition, the referral must be initiated through our rewards referral box on your personal rewards page or through the use of your unique referral link also found there. 

Points will be added to your account as soon as your friend completes their first purchase on our website.  

When this happens you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account.  You can also check your ‘Rewards History’ to see a list of any points that you have received for referrals.