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

Your points are deducted the moment you redeem them, because redeeming converts points into a coupon code right away, before checkout. If the discount didn't apply, it almost always means the rewards coupon code wasn't entered at checkout. A sale code no longer blocks it: rewards coupons and sale codes can now be combined on the same order, so entering both codes applies both discounts. Your points aren't lost. 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'd like the discount applied to an order, tell us which products you want and we'll email you an invoice with your rewards coupon and any sale code both applied, or call 800-259-1619 to order by phone.