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Before you contact us, many basic questions — including those related to password resets and log-in help — can be answered through our FAQ.

I don’t remember/I want to reset my password.

If you don’t remember or want to reset your password, click here and follow the directions so that we can send you instructions on how to reset your password. If you have additional questions, please Contact Us.

I don’t remember/want to reset my user ID.

If you don’t remember or want to reset your user ID, click here and follow the directions so that we can send you instructions on how to reset your password. If you have additional questions, please Contact Us.

I would like to be removed from your mailing list.

Click here and check the box next to communications preferences. If you have additional questions, please Contact Us.

I would like to change my e-mail address or other account information.

After logging in to Paw Points®, you will be taken to the My Account page where you can edit the information you would like to change. If you have additional questions, please Contact Us.

I tried to enter my code but it came back as invalid.

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.

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.

Which products qualify for Paw Points® Rewards?

Click here to see a list of qualifying products.

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.

The Paw Points® code on the product I purchase is illegible.

Please let us know immediately by using the Contact Us form.

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.

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.