How do I join the rewards program?

Joining is a breeze! Just create an account with your name, email, and password. It's completely free to join, and you'll be enrolled to receive exclusive emails about sales, promotions, and the latest products. If you already have an account, you're automatically part of our rewards program. Just log in and start collecting Points!

What benefits do I get by being a rewards member?

Join our rewards program to start earning points on every purchase, which you can redeem for discounts on future orders. You'll also get points for social media follows, product reviews, and bonus points on your pet's birthday. As you progress through our tiered system—from Paw Partners to Bark Benefits—the rewards increase, offering you bigger discounts, early access to sales, and exclusive offers.

Remember to log in to your account to earn and use points.

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

No need to create a new account! All existing accounts as of May 15, 2024, were automatically transitioned into our new rewards program. Not only have your previous points been preserved, but we've also added a bonus of 50 points to thank you for being a valued customer. 

Where can I find all my rewards account information?

All your points and perks are easily accessible on our rewards page. Log in to track your progress and discover new rewards.

Will I receive points for purchases made before I created my rewards account?

You continue to earn points for all purchases made after May 15, 2024, as long as you are logged into your rewards account at the time of the purchase. Ensure you're logged in to accumulate points with each order.

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

Unfortunately, we cannot merge accounts due to our e-commerce platform's limitations. We recommend using a single email address to manage your rewards seamlessly.

Does it cost anything to begin earning points?

No, joining our rewards program is absolutely free, and it costs nothing to earn points. Visit our rewards page to start earning. Tier 4, our VIPaws Club, is a premium, paid membership offering additional exclusive benefits.

How are the rewards tiers structured?

We have four rewards tiers: Tier 1 (spend $0-$170), Tier 2 (spend $171-$360), Tier 3 (spend $360+), and Tier 4 (annual fee of $69.95). Each tier offers different rates for earning points and unique benefits.

Does the points earning rate differ between tiers?

Yes, you earn more points per dollar spent as you move up the tiers. For example, Tier 1 earns 1 point per $1 spent, while Tier 3 earns 2 points per $1.

How much are points worth when I leave a review, and does it differ if I add a photo or video?

Leaving a basic review earns points, with additional points for adding a photo or video. This amount increases as you move up tiers.

What additional benefits do I get at higher tiers?

Higher tiers enjoy increased point earning rates, special birthday point bonuses, and more points for reviews. Tier 3 and Tier 4 members receive exclusive benefits.

What special benefits does Tier 4 offer?

Tier 4, our premium tier with an annual fee, offers benefits such as 10% discount across the site, and the same or enhanced point earnings as lower tiers for certain activities.

What happens to my points if I move between tiers?

Points remain in your account regardless of tier changes. You'll continue to earn points at the rate of your new tier.

Why did my tier status drop?

Your tier status is based on your spending and activity within a year. If you haven't had any account activity for over a year, your points will expire. This could reduce your total accumulated spend, causing your tier status to drop to the next lower tier if it falls below the current tier's spending threshold.

What is the highest tier I can advance to without paying?

The highest tier you can reach without paying is Tier 3. This tier requires you to have a spending total of $360 or more. Tier 4 offers additional benefits but requires an annual fee of $69.95.

I already paid for a VIP membership. Do I still get the benefits?

Absolutely! If you were a VIP Club member before the transition, your membership and its benefits have been carried over. Your VIP status continues seamlessly for a rolling year, ensuring you enjoy uninterrupted access to all special perks and privileges.

What are the benefits of joining the paid membership tier?

Gain access to exclusive benefits such as a 10% discount site-wide, VIP flash sales, and double points days. This tier is designed to provide maximum value for frequent shoppers.

How much does the paid membership cost?

The Tier 4 membership requires an annual fee of $69.95.

Is the paid membership fee refundable?

The membership fee is non-refundable. Please consider the benefits and your shopping habits to determine if this tier is right for you.

How can I sign up for the paid membership?

You can easily upgrade to the paid membership by making a purchase here. If you buy the membership on its own, you'll immediately be placed into Tier 4. If you purchase the membership along with other products, your upgrade to Tier 4 will be processed once your entire order has shipped. To get the 10% off on other products you will need to purchase the membership separately.

Will my paid membership automatically renew?

No, your paid membership does not automatically renew. You will need to manually repurchase the tiered membership product each year to maintain your Tier 4 status.

Can I cancel my paid membership?

While you can choose not to renew your membership for the next year, the current year's membership is non-cancellable and non-refundable once purchased.

What are the easy ways to earn points?

Start with a welcome bonus just for signing up! Earn more points by buying products, adding your pet’s birthday, leaving reviews, or interacting with us on socials. Check our rewards page to explore all the ways to increase your points and move up through our tiered system.

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

No limit at all! Keep earning points by shopping, engaging online, and participating in seasonal promotions. The more you do, the higher you'll climb in our tier system and the better your rewards will become.

Will I get points on free gifts with purchase?

No, points are not awarded for free gifts received with purchases.

How do I redeem my points?

Log into your account and use the redemption slider on the rewards page or directly at checkout to apply your points. Adjust the slider to  number of points you wish to use, and your order total will be updated instantly.

How do points convert to dollars?

Every 100 points you redeem gives you $1 off your purchase. Adjust the slider to apply your points and see your discount immediately.
*Points can only be redeemed on orders over $50

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

Yes, you can. If you return your entire order, we will refund the amount you paid after applying the discount. Additionally, the points you redeemed for the discount will be returned to your rewards account.

What happens to my points if I return an item I purchased with them?

If you return an item that you bought using points, those points will be restored to your rewards account. For instance, if you applied a $10 discount (500 points) to a $100 purchase and decided to return the item, you'll receive a $90 refund to your credit card, and the 500 points will be credited to your rewards account.

Do points ever expire?

Yes, your points will expire one year after the last activity on your account.

If the rewards program is ever discontinued, all points and perks will expire alongside the program. We also reserve the right to cancel any rewards membership if we find a violation of our Terms and Conditions, such as reselling products, exploiting the program, excessive returns, fraud, abuse of privileges, or any inappropriate behaviour that manipulates the rewards system. Decisions on termination will be made at our sole discretion.

Should your account be closed by you or us, or if you choose to leave the rewards program, any unused rewards and unclaimed points will be forfeited.

Why didn’t I earn points on my purchase?

Points are added to your account once your order has shipped from our warehouse, which helps us ensure your order can be fully fulfilled before crediting the points. Make sure you were logged into your rewards account during the purchase and did not check out as a guest, as points can only be earned when logged in. If you checked out as a guest by mistake, please contact us at [email protected] or call us at  1300 838 776, and we'll help apply your points.

Remember, points will not be awarded for returned or cancelled purchases. Points earned on an item that is later returned will be removed from your account.

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

Absolutely! We understand how important it is for you to see your points. Typically, points are allocated when your order ships, so they may not appear immediately in your account. You will see them after you receive a shipping confirmation email. However, if there's a delay, try refreshing your browser, logging out and back into your account, or checking your ‘Rewards history’ in your rewards account to confirm the points were added.

If your balance still doesn’t seem right, please email us at [email protected] or call  1300 838 776, and we will resolve it promptly.

How can I get my pet’s birthday points reward?

To receive birthday points for your pet’s birthday, simply add your pet's birthday via the 'Ways to Earn Points' section on our rewards page. On your pet's birthday, we will confirm via email that points have been added to your account. Please note, due to technical limitations, you can only register one pet’s birthday and receive points for one pet per year.

*We monitor accounts for fairness and reserve the right to terminate any account if manipulation of the program is suspected.

I registered for my pet’s birthday but didn’t receive my points. Why?

Happy Birthday to your pet! We’re thrilled to celebrate with you. To ensure you receive the birthday points, you need to register your pet's birthday at least 30 days before the actual date. If the registration occurs less than 30 days before their birthday, the points will be awarded 30 days after you’ve registered, applicable only in the first year.

For subsequent years, the points will be added directly on their birthday. If you register after their birthday in the current year, the points will be credited on their next birthday in the following year.

I’ve referred several friends but haven’t received any points. What should I do?

Thank you for referring your friends to us—we truly appreciate it!

To earn referral rewards, your friend needs to:

• Click the link in the referral email they received.
• Be a first-time customer.
• Create an account.
• Make a purchase of $100 or more.

Points are credited to your account once your friend’s order has shipped. You'll also receive an email notification when points from a referral are added. Additionally, you can view all referral points in your 'Rewards History.'