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Frequently Asked Questions

  • 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 or the Paw Points® app and earn or redeem Paw Points® at least once a year.

  • 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. 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 user ID (or I can’t remember it)?

    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 get that user ID reset.

  • 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 simple instructions, and 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.