Why were my reward points deducted when the discount didn't apply at checkout?

Almost always because a sale code was used on the same order. Only one coupon can be applied per order, so a rewards coupon can't be combined with a holiday sale code. If you redeem points at checkout and the order ends up using the sale code instead, you get the sale discount and your rewards coupon simply goes unused.

Your points aren't lost. Redeeming points converts them into a coupon code immediately, which is why your balance dropped. That unused coupon is still active and never expires, so you can use it on any future order. If you redeemed more than one coupon while trying to make it work, each unused one is still valid too. If you don't have the code, contact us and we'll look it up in your rewards account.

If you'd rather have the points back, for example to save toward a larger coupon, contact us and we'll cancel the unused coupon and refund the points to your rewards balance. We can do the same for older unused coupons in your account, and we'll confirm your updated balance.

If you're ordering during a sale and would rather use your rewards coupon than the sale code, that's fine; you just have to pick one. Tell us which products you want and which discount you prefer and we'll email you an invoice, or call 800-259-1619 to order by phone.