We don't know exactly what makes cats so cute and funny and irresistible. But we do know the answers to some of your other frequently asked questions.
- Litter FAQs
- Paw Points FAQs
Paw Points FAQs
What are the new rewards?
Our newest rewards give you many ways to treat yourself and your cat to something special. From our Health & Care and Play & Pamper rewards, there are many ways to show your cat some love. Or you can even Get Personal by adding your cat's photo to one of your favorite items!
What new features are on the site?
In addition to the new rewards, you can submit your cat's photo and let everyone see why your cat is special. Become a Friend of Paw Points® and upload your cat's photo to share with other Paw Points® members!
Have any of the Terms and Conditions changed?
We have also updated our Terms and Conditions to better serve the needs of our members. Shipping is now included in reward redemption, some reward point values have been reestablished, and account maintenance conditions have changed. Please visit our Terms and Conditions for detailed updates.
Is there a chance to win anything?
YES - we regularly have fun chances for our members to win prizes. Our latest chance to win has expired, but be sure to check back frequently for your next opportunity!
Why do I need to register?
You need to register so that we can track your points, allowing you to redeem them for great rewards. By registering, we're able to show you all of your account information including your point and redemption history. We can also ship rewards to you based on the profile information you provided.
How do I create a Fresh Step® Paw Points® account?
1. First, click the Sign Up link at the top of the screen.
2. Follow the instructions to fill out the registration form and create an account. To create an account, you must have a unique valid email address. Limit one (1) Account per person.
Who may join the Fresh Step® Paw Points® program?
The Paw Points® program is free to residents of the USA, including Alaska and Hawaii. Each registrant must be 18 years of age or older and have a valid and unique email address.
Participation in the Program constitutes the participant's full and unconditional agreement to the Terms and Conditions.
How do I update my account information?
After you login, click on My Account and then Update Profile to change your account information, including email address.
I have a new email address. Can I still login?
You can still login, but you must use the email address that you registered with originally. Once you are logged in, you may update your email address by logging in to your account with the current email, going to My Account at the top of the home page and selecting "Update My Paw Print" from the drop-down menu that appears. Afterwards, you will be able to access your account with the newly updated email address.
What if I don't remember my password?
If you don't remember your password, click here and follow the directions so that we can send you instructions on how to reset your password.
How do I earn double points on my purchase of Fresh Step® Extreme Odor Control litter?
For a limited time, when you purchase cartons of Fresh Step® Extreme Odor Control litter, you will receive double Paw Points® when you enter the Paw Points® code. Offer valid 6/1/11 through 7/31/11. Offer applies only to Fresh Step® Extreme Odor Control litter.
What are "Clip-n-Snip" points and what should I do with them?
Prior to June 30, 2004, before the advent of the online Paw Points® rewards program, some Fresh Step® products offered a "Clip-n-Snip" mail-in program. Under this program, users clipped points off of their packaging, mailed them in to collect points and redeemed for rewards by mailing in order forms. If you have these old "Clip-n-Snip" points you must submit them through our Contact Us form before January 15, 2009 to have them added to your account balance. "Clip-n-Snip" points will not be honored after January 15, 2009. Only these old "Clip-n-Snip" points are expiring, your Paw Points® codes (for online entry) will still be valid.
How do I earn Fresh Step® Paw Points® rewards?
To earn Paw Points®, simply Sign Up for the free program with a unique email address. Once registered, enter a Paw Points® code found in specially marked packages of Fresh Step® cat litter products in the Add Points section. You will also need to indicate where you purchased the product. Keep in mind that Zs and 2s look similar. Click the "Enter Code" button. The points will be automatically entered in your Paw Points® account.
Where can I find the Fresh Step® Paw Points® code?
The location of the code will depend on the type of package you've bought. Box and Older Bags: The code is printed on the inside of the outer layer of the packaging as indicated by the dotted line on the right side panel. Cut around the dotted line and look on the flip side for the code. On most packages you will see a small black paw printed near the code. If there is no paw on your package, the code is still valid. Newer Bag Packages Less Than 42lbs: The code is printed on the back of the bag at the bottom of the Paw Points® section in a rectangular area highlighted in yellow. In some cases, you may find your code printed outside of this highlighted area. Look for the code in white lettering on the dark green background near the highlighted area. If you cannot read your code, please let us know by using the Contact Us form. Plastic pail: The code is located on the brochure you'll find inside the pail. Due to the filling process in our production facilities, the brochure may be toward the bottom of the litter. It is wrapped in plastic so it will be protected. 42lb Bag: The code is printed on the inside. Open the bag and the re-sealable zipper. If looking at the outside of the bag where the bag reads "Find unique Paw Points® code printed on the reverse side" the code is close to this but printed vertically on the inside of the bag.
I tried to enter my code but it came back as invalid. What can I do?
Please verify that you have entered the code correctly. Note that the letters in the code are all uppercase. If you are still having problems, let us know by using the Contact Us form.
The Paw Points® code I entered seems to have been used in another account. What do I do?
If you entered your Paw Points® code and received the following message: "The code you entered has already been entered," and you did not enter this code previously, please contact us. Make sure to provide us with your Paw Points® code and the product details. We will research the issue and get back to you within 2-3 business days.
What if the product I purchased is on the Qualifying Products page but is missing the Fresh Step® Paw Points® code?
Please let us know immediately by using the Contact Us form.
How do I know how many Fresh Step® Paw Points® I have?
Once you are logged in to Paw Points®, you can find your point balance near the upper left corner of the web page or on your My Account page.
How do I redeem my Fresh Step® Paw Points®?
First, log on to Paw Points®. Browse through the rewards and make your selection. Then follow the simple checkout process to redeem your reward. You'll be asked to confirm your delivery address to make sure your reward gets shipped to the right place.
My point balance seems wrong. What should I do?
Sometimes your computer's cache (this is the short-term memory for your browser) will keep you from seeing the most current information, especially if your point total changed since you logged in. If your total seems incorrect, try refreshing your browser window. Or you could log off, close all browser windows, open a new browser window, and log back in. If that doesn't work, let us know by using our Contact Us form.
Will my points expire?
Yes, your Paw Points® account will expire after a year of inactivity. Please be sure to log in regularly to avoid having your account expire. See our Terms and Conditions for complete details.
What rewards can I redeem with my Fresh Step® Paw Points®?
You can choose from several rewards in a range of categories. Click the rewards catalog menu item to browse the latest assortment.
How do I find the rewards I want?
We make it easy for you to find the rewards you want. Click the rewards catalog menu item to browse through rewards by different point value ranges.
Help with my FREE Kitty download*
Viewing from a web-enabled phone?
You will be able to save the image directly to your phone. Once saved, locate the file and set it as your background or use it however you would like.
Downloading to a phone that doesn't have web capabilities?
After you have saved the image to your computer you can try the following:
- Plug the USB Cable into the mobile device and Computer.
- Locate the image saved on the computer.
- Find the drive that is designated for the mobile device USB cable and locate the image that will be sent to the phone.
- Select the image, drag and drop onto the USB drive.
- Image should appear on the mobile device.
- Ensure the Bluetooth is enabled on the mobile device and computer.
- Pair the Bluetooth mobile device with the computer.
- Locate the name of the computer and select.
- Enter the passcode.
- Send file to mobile device then right click on the image – select Send To – Bluetooth Device.
- Locate transferred file on the mobile device.
*This information is being provided as tips to assist and may not be suitable for all devices. You may have to refer to a manual for additional assistance.
Why has the point value changed for some rewards?
As described in our Terms and Conditions, we may occasionally adjust the number of points needed to acquire certain rewards. These changes will be based on the number of codes in market, the point values of the codes available, and opportunities to bring you new rewards. If you previously redeemed a reward which is later offered for fewer points, please note that we cannot credit the difference to you.
Why does it say "Limited Quantity" for some reward items?
This is an indication that inventory on this item is limited. If this is an item you really want and you have the points, you should consider redeeming your points for it sooner rather than later, as our inventory may run out.
Can I redeem rewards and have them sent to someone else?
The mailing address that is entered with your account is used to mail rewards. However, you can update that address at any time by going to My Account and then selecting the Update Profile option. All rewards can be delivered only to U.S. street addresses in participating states. Sorry, we cannot ship to PO Boxes.
How do I know the status of my rewards?
After you redeem points for a reward, you will receive an email confirmation. If you redeemed a physical reward, you will also receive an email confirming once it's been shipped. If it's a digital reward, you'll receive an email to the email address we have on record with instructions on how to redeem your actual reward.
Is there a limit to the number of rewards I can redeem in a day?
No. If you have enough points to redeem the rewards, there is no limit by day. However, certain rewards have a redemption quantity limit per member.
Is there a limit to the number of times I can redeem a particular reward?
As long as you have the points to redeem, there is no limit.
How are items shipped?
Generally, rewards will be sent via the US Postal Service. However, some items may be shipped via UPS. Rewards can be delivered to street addresses only; sorry, but we cannot ship to PO Boxes.
When can I expect to receive my reward?
Physical rewards will be shipped within 2-4 weeks from redemption and digital rewards should arrive in your email inbox within 72 hours of redemption. Click here to contact us if you have still not received your reward.
What web browser do I need to use this site?
The site will perform best with Internet Explorer 7 & above, FireFox and Safari (for Mac users).
What version of Flash do I need to use this site?
The site will perform best with Flash Player 7 and above.
Is the Fresh Step® Paw Points® site safe and secure?
How will you use my personal information?
How does the Kitty eCard page work?
Follow the directions to send an email to friends to let them know about the Fresh Step® Paw Points® program. You can customize your eCard by choosing your favorite image, then pairing it with the message you want to send.
Monthly Catalog Sweepstakes
How will I know if I've won one of the monthly sweepstakes?
Each month we'll have a drawing to find our winner. If that's you, you'll be contacted via email with the great news!
How many sweepstakes entries can I earn every day?
You may redeem for up to 10 entries per day.
How many Paw Points® should I spend to give myself the best chance to win?
All prize drawings are random. As long as you enter, you have a chance to win. But the more you enter, the better your chances!
If I enter one month, will my sweepstakes entry carry over to future drawings?
No. You will need to enter every month to be included in the current month's drawing.
If I don't win one of the monthly sweepstakes drawings, will I get my Paw Points® back?
No, the points you spend are considered redeemed toward sweepstakes entries and are therefore non-refundable.
When do I enter for my chance to win?
Hurry and enter today! Enter every month until September 30, 2010.
I have more questions. What should I do?
Please see the Official Rules for complete details.
Paw Points Cat Shelter/Rescue Questions
Why is there a minumim donation of 200 points to give to a shelter?
In order to provide a meaningful value to shelters we ask that you make a donation of 200 points or more.
What if I don’t see my local shelter?
Please let them know about the program and encourage them to register! Provided they meet the criteria for membership, it only takes up to 72 hrs for them to be approved and appear in our catalog.
How do I register as a shelter?
Start by visiting our registration page and creating your shelter's profile.
Note: You must have an IRS issued 501c3/EIN number and be a cat-related shelter/rescue to qualify.
What if I don’t have a 501c3?
The Shelter Program is only open to verifiable non-profit organizations dedicated to cat rescue/sheltering/fostering. The only way we can verify you qualify is by 501c3.
If you haven't quite formalized your status as a shelter, you can register as an individual and still earn points towards lots of great perks!
What if I already have a Paw Points account but want to start a shelter account?
You can join as a shelter also. Once your shelter account is approved, we suggest donating the points in your individual account to the shelter account and using that account moving forward. Your individual account will still be active, should you decide to use it again.
I manage a shelter, and have been using my personal account to earn points. Can I just roll over into this new program?
Yes, once your shelter is registered and approved, you may donate any points in your previous account to the new Shelter Account.
What if I already have a Paw Points account but want to start a shelter account using the same email?
Paw Points uses your email address as your unique identifier. You must use a different email to open a new account. We recommend using an email that you can share with anyone else in your organization who may need to access your Paw Points Shelter/Rescue account.
How will Paw Points members make donations to my organization?
Once you have registered, your shelter will go through a brief approval process, which takes 72 hours.
After you've been approved, members will be able to make donations (A minimum donation of 200 points is required) via the Paw Points Cat-a-Log. (Note that a minimum donation of 200 points is required.)
Our shelter was rejected! Now what?
The most common reason for rejection is that your 501c3 was not found or was associated with an ineligible organization. For more information, please see the Shelter Program terms and conditions.
How do I share that I’m a Paw Points member with my community?
We have created many tools to help you spread the good mews to your community. Click here for email templates, posters, social media posts, etc. Thanks for joining!
Why did my package not include a Fresh Step® Paw Points® code?
Only select packages will contain a code that can be redeemed for Fresh Step® Paw Points® rewards. Please view the Qualifying Products Page to see which products are eligible.
Who can I contact if I have further questions?
Check out these FAQs. You may find your answer here right away. If not, complete this email form to your questions. We'll respond to your email address within 3 business days.