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FAQ about Loyalty here xxxxx (or on same page?)

SIGNING UP

How do I sign up for HH Rewards?

Signing up is easy! Simply create a Holistic Habitat account by entering your name, email, and a password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, promotions, and all of our newest drops.

Is the below accurate??

If you currently have an account or email subscription with us - you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning Points!

Shopped with us but don't have an account? We've save your points for you! just go ahead and create an account to access them xxxx.

 

What are the advantages of becoming a rewards member?

With every purchase, you earn $ while giving back to the greater good! As a member, you'll receive reward points for each purchase, which can then be redeemed towards future purchases. And, because we believe in giving back, each purchase you make helps us donate 15% of our profits to causes that support social good. 

You also earn points for following us on social, leaving reviews, and even bonus points on your birthday! 

Plus, our rewards program is a tiered program that allows you to earn more perks the more you engage with us—including FREE shipping!

ACCOUNT

I already have an account. Do I need to create a new one to earn rewards?

All customers with an active HH account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.

Where can I find all of my rewards account info?

The rewards page is your roadmap to all your points and perks. You can access all your info by visiting our rewards page.

Will I receive points for purchases I made prior to creating my rewards account?

You will only receive points for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!

 

What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?

We can help with merging your accounts, just  contact customer service!

 

Does it cost anything to begin earning points?

Absolutely not! Sign-up is 100% free, and it will never cost you anything to earn points. 

 

EARNING & REDEEMING

How do I redeem my points?

It's super easy! When you're logged into your account, your rewards will automatically populate for you when you're checking out.

 

How do points convert to dollars?


100 points = $5

Higher tiers in the VIP tier program earn more points at a quicker rate, but 100 points always = $5. 

  

PROGRAM LIMITATIONS


Is there a limit to how many points I can earn?


Nope! You will always have an opportunity to earn more points by shopping with us and engaging with us online.

 

RETURNS

WHICH ONE IS CORRECT? Choose the answer that best applies to your program:

Can I return my order if I redeemed rewards points for a discount?


Yes. If you are returning the entire order, we will refund you the total dollar amount spent after the discount was applied. The points you used to redeem the discount will also be added back to your rewards account.

I earned points/VIP tier with my last purchase, but now I want to return it. What will happen to my reward?


If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you use a $10 coupon towards a $100 purchase that you decide to return, the $90 balance will be refunded to your credit card and the $10 reward credit will be deposited back into your rewards account.

 

REWARD EXPIRATION

THIS IS WHAT WE WANT, RIGHT?

When do my reward points expire?

Rewards points are valid for 12 months from the date they are earned. So if you earned 200 points on January 1, 2024 they will expire on January 1, 2025.

 

How will I know when my points are about to expire?

We'll send you reminder emails 30, 14, and 7 days before your points expire to make sure you use them in time. The first points you earned will be the first to get redeemed to reduce the likelihood that any of your points expire!

(This reminder is sent only for points with the nearest expiration date.)

NOTE TO SELF: NEED TO SET UP THIS FLOW in KLAVIYO

 

UPGRADE TO CHECKOUT UI AND THEN ADD THIS TO FAQ

Shopify Plus merchants
If you’re using our Shopify Checkout UI Extension, your customers will automatically see points that are about to expire soon. This message will encourage customers to complete the purchase before their points expire.

This will show points that are about to expire in 30 days or less.



 

VIP PROGRAM QUESTIONS

How is my VIP tier determined?

Your VIP tier is determined by the amount you spend in a rolling calendar year. For example, if you cross the threshold into Gold Tier you'll remain in that tier for 12 months from the date you entered.

Here are the tier thresholds:

Bronze Tier: Spend $250

Silver Tier: Spend $500

Gold Tier: Spend $1,000+

Once you qualify for a tier, you will instantly move up and have access to that tier's perks for 12 months.

 

How do I know which rewards tier I'm in?


When you're signed into your HH Rewards account, your home page will list all of the rewards tiers. Your current tier and perks will be highlighted with a box around it.

 

How will I know when I have reached a new tier?


When your total points cross a tier threshold you will receive an email welcoming you into the new tier!

 

VIP Tier Expiration

Once you earn a VIP tier you'll be in that tier for 12 months from the date you earned it. 

TROUBLESHOOTING


Why didn’t I earn points on my purchase?


Double-check you were signed into your rewards account and didn’t accidentally check out as a guest. You must be logged in when making purchases to earn points. If you have done this in error, contact customer serviceto help apply 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/incentive but I didn’t see my account 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 communication 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 in to 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 contact customer service 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. This can happen if there was a mistype in one of the email addresses entered. Or, if you entered multiple email addresses, each must be separated by a comma. We recommend entering each email address one 

If you are still having problems using the email referral box we recommend using your unique referral link or sharing the referral through Facebook or Messenger to receive credit. Please contact customer service 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 first-time customers 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 HH Rewards page or through the use of your unique referral link (which you can also find on your HH Rewards page).

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

When this happens you'll 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.

 

BIRTHDAY REWARD


How can I get a birthday reward?


Add your birthday under 'Ways to Earn Points' on your HH Rewards page. Once you do, we'll automagically add 200 points (that's $10!) to your rewards balance on your birthday!

I added by birthday to my HH Rewards account but I didn’t receive bonus points.


Happy Birthday! We’re so glad to help you celebrate. This could happen because this reward has a one-time 30-day waiting period built-in to prevent fraud. In order receive your birthday bonus on your birthday, you must enter your birth date at least 30 days prior to your birthday.

If your birthday falls between the day you added it to your account and the 30-day waiting period afterward, you will receive your birthday points 30 days after the day you added it.

This delay is only applicable for the first year that you signed up. All successive birthday bonuses will be emailed to you on your birthday.

If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year.

If it has been more than 30 days since you registered for your birthday reward and you still have not received the additional points in your account, please  contact customer service and we will be happy to assist you.

 

CHECKOUT

How is my free shipping applied at checkout?


As a VIP Gold Tier member your free shipping will be automatically applied at checkout—just make sure you're signed in! Please note free shipping applies only to domestic shipping within the US.

 

How do I redeem my rewards points?


When you are logged in, your available rewards will automatically show up at checkout! Use the drop down directly above your cart total to choose the amount you would like to apply, then click the "APPLY" button. You can redeem amounts of $5, $10, $25, $35 and $50 off.