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Frequently Asked Questions

  • Where can I locate the code on the packaging?



    On boxes up to 28 lbs.: Codes are on the inside of the package and on the inside of the pouring tab. As we transition to our new packaging, you may still find older packaging with codes in one place on the inside right panel.

    On boxes over 28 lbs.: Codes are on the inside of the package on the right panel.

    On bags: Codes are on the inside of the package.

    On 4-packs: Codes are on the inside of the shrink wrap on the bottom of the package.

  • I’m trying to upload my receipt, but it’s not being accepted.



    Make sure the date, store name, Fresh Step® products and total are readable in your image. Fold the receipt in half if necessary — just make sure we can see the total price.

  • Which coupon is available for print-at-home?

    At the moment, our $1 off any Fresh Step® litter coupon, $3 off any Fresh Step® Clumping Litter coupon and $4 off any Fresh Step® Crystals Litter coupon are available to print at home. Our FREE product coupons will continue to be mailed to members directly upon redemption.

  • How do I receive my Paw Points® coupons?

    When you've earned enough Paw Points®, you'll be eligible to redeem certain coupon rewards. Just like any other catalog item, you can click to redeem a coupon. After clicking, you'll be taken to a screen where you can print the coupon either via your PC OR via AirPrint if you're on a mobile device. If you're on a mobile device, you may also select "Send to Self," which will send an email to the address associated with your Paw Points® account with a URL to access the coupon for printing later.

  • How do I print my Paw Points® coupons?

    First, you'll want to be sure your device is connected to a printer nearby. Next, hit the "Print" button and select a printer within the pop-up on your device. It's up to you to select the correct printer from the list.

  • My Paw Points® coupon did not print properly, can I reprint it?

    If you had an issue, no worries because you'll have another chance to print. You will only have two chances to successfully print your coupon though, so be careful.

  • How do I use my digital Paw Points® coupons?

    All you need to do is print the coupon and bring the coupon to a retailer where Fresh Step® products are sold and present it to the cashier upon checkout. The cashier will take and scan the coupon so you can get your discount.

  • Do my digital Paw Points® coupons expire?

    Yes, your coupon will expire 30 days after it has been printed. Your printed coupon will include the expiration date so you can use it for reference. Once your coupon has expired, you will no longer be able to use it.

  • Can I still get my Paw Points® coupons mailed to my home?

    No, you will need to make sure you're able to print from your PC or mobile device if you choose to redeem your points for a coupon. This way, you'll be able to use your coupon immediately after it's printed!

  • I sent my Paw Points® coupons to my email address and never received them?

    If you've selected the "Send to Self" option on your mobile device, you should receive an email. If you've done this and still haven't seen the email, please check your spam folder first, before contacting the Paw Points® Customer Support.

  • I can’t access my on-file email; can I send my Paw Points® coupon to another email?

    Yes, you can send it to another email; however to access the link and coupon, you must use the email that is associated with the original Paw Points® account holder.

  • Where can I use my Paw Points® coupons to purchase Fresh Step products?

    Your coupons can be used at any participating retailer that carries Fresh Step® products.

  • I can’t find the printable coupons in the rewards catalog.

    In the rewards catalog, locate the filter option labeled “SHOWING” at the top left of the catalog items and select “COUPONS” from the drop-down menu to see all currently available coupon rewards. If no coupon reward is available at the moment, please check back often as we restock popular rewards!

  • Hey! The Paw Points code I’m trying to enter on my mobile device is being cut off in the text box. What gives?

    We've got an easy solve for you: just download the Paw Points app. Entering the code through the app is a snap. Or go to freshstep.com/paw-points/ on your desktop and enter the code there.

    If you still want to go to the Fresh Step site on your phone, make sure you're using the latest version of your browser (or maybe switch to a different browser). You might be using a browser that we don't support anymore. Remember, kitties like new shiny things. Now that's solved, time for a nap.

  • I received a code worth 50 points with my 8 lb. bag of Fresh Step® Crystals. Did points change?

    No. The point values for Fresh Step® Crystals products haven't changed! You may have received an incorrect code within the pamphlet of your 8 lb. Fresh Step® Crystals bag. You'll still receive the points your product is worth, so not to worry!

    We've corrected this mistake temporarily, so when you upload the code from your Fresh Step® Crystals product, you'll receive 80 points. We apologize for any confusion.

  • I tried to log into my account and am receiving a “Host Locked Out” error message.

    This error message is a result of entering an incorrect password too many times. Please wait 30 minutes and follow the reset password flow to gain access to your account!

  • How can I delete my account?

    While we’re unable to delete accounts, you may opt-out of all future marketing communication from Fresh Step® via the following link: http://unsubscribe.freshstep.com.

  • I would like to donate to a shelter, but they are not listed on the website.

    We recommend that you reach out your preferred shelter and encourage them to create a Fresh Step® account, so that they may begin to receive donations! The shelter or rescue must be a 501(c) organization to participate.

  • How do I donate to a shelter?

    To make a point donation, hover over “Paw Points®” in the menu bar and select “Donate” from the dropdown. Select your preferred shelter and donate the point value of your choice.

  • I’m having issues with the mobile app.

    Make sure that you’re using the most up-to-date versions of both your operating system and the Paw Points® app.

  • My reward is damaged/defective. What can I do?

    Please reach out to our team by filling out the form below. Please include the date that you redeemed for the item and a photograph of the damage (5MB or less).

  • Can I cancel my reward redemption?

    Unfortunately, we are unable to offer returns, refunds or exchanges. We do apologize for any disappointment this may cause.

  • I redeemed for a reward and provided an incorrect mailing address. Can I change it?

    As we strive to get the rewards out the door as quickly as possible, we’re unfortunately unable to accommodate any mailing address changes.

  • When will my preferred reward be back in stock?

    We encourage you to check back soon to see if the reward is available again! We regularly rotate reward items in our catalog to maintain a variety of options for you and your cat.

    If an item is sold out, you’ll find that it is typically back in stock within a few weeks. We do occasionally retire items from the catalog, but try to replace them with other items of a similar value.

  • I received an error message that reads: “You’ve entered too many invalid codes.” What next?

    As a security measure, members who have entered 5+ invalid codes will be locked out of their account for 48 hours. Please allow the full 48 hours to pass before attempting to enter your code(s) again.

  • Will my Paw Points® expire?

    Yes. If you do not earn or redeem any points for 12 months, your points will expire. We will make sure to send you an email when your points are about to expire, but to keep them active, just make sure to visit FreshStep.com or the Paw Points® app and earn or redeem Paw Points® at least once a year.

  • Is there a limit to how many Paw Points® I can earn?

    Per the Terms & Conditions, a member may earn up to 7,500 Paw Points® per calendar year. Shelters may earn up to 50,000 Paw Points® per calendar year, excluding donated points.

  • When can I expect to receive my chosen rewards?

    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. Please make sure to check your junk folders — sometimes these messages are filtered there! If it’s been longer than that, fill out the form below. You and your cat deserve those rewards.

  • 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 signed in. If your total seems incorrect, try refreshing your browser window. Or you could sign out, close all browser windows, open a new browser window, and sign back in. If that doesn't work, let us know by filling out the form below. We’ll get this sorted out.

  • I cannot read the Paw Points® code on the product I purchased. Can you help?

    Yes, we’d be happy to. Just let us know by filling out the form below. Please note, you must submit a separate request for each code that's hard to read on the product you purchased.

  • The product I purchased is on the Qualifying Products page, but is missing the Fresh Step® Paw Points® code. What should I do?

    Oops, our bad. Please let us know immediately by using the form below. And remember, you must submit a separate request for each missing code.

  • Which products qualify for Paw Points® Rewards?

    Click here to see a list of all qualifying products.

  • The Paw Points® code I entered seems to have been used in another account. How come?

    If you entered your Paw Points® code and got the following message: "The code you entered has already been entered," and didn’t enter this code previously, please fill out the form below. Just provide us with your Paw Points® code and the product details. We’ll dig into the issue and get back to you within 2–3 business days.

  • I tried to enter my code but I received an error message. What gives?

    You might not have entered your code correctly. Note that the letters in the code are all uppercase.

  • How can I change my e-mail address or other account information?

    After signing in to Paw Points®, go to the My Account page where you can edit your account information.

  • How can I be removed from your mailing list?

    We’re sad to see you go, but happy to help. Just click here and check the box next to communications preferences.

  • How do I reset my password (or I can’t remember it)?

    If you don’t remember or want to reset your password, click here and follow the directions. We’ll send you an email with simple instructions. If you don’t receive the email, please check your junk folders. You’ll be all set — or reset, as the case may be.

  • Another Question?

    Yes, one more.

Still scratching for answers?

Send us a quick note about Paw Points® questions not answered in the above FAQs. For litter-related questions, please refer to the Litter FAQ and contact form.