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Frequently Asked Questions

  • 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. Please note that the minimum donation is 200 points.

  • 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.

  • 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.

  • Where can I locate the code on the packaging?

    The location of the code is dependent on the type of product you've purchased!

    Non-clumping bags: The code is printed on the back panel toward the bottom. There is a green rectangular box next to the UPC code that reads “Your Paw Points® Reward Code” with the unique code within the box.

    Cartons up to 28 lb.: The code is printed on the right panel of the package, as indicated by the dotted line. Cut around the dotted line and look on the flip side for the code.

    34 lb. and 38 lb. product (4 compact packs with shrink wrap on the outside): The code is printed inside the shrink wrap on the bottom of the package.

    42 lb. bags: The code is printed on the inside. Open the bag and the resealable 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.

    Crystals 4 lb. and 8 lb. bags: The code can be found on an insert inside the bag.

  • 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.

  • 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 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 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.