Troubleshooting
Why didn’t I earn points on my purchase?
Make sure you were signed into your rewards account and didn’t accidentally check out as a guest or with a different email address. You must be logged in when making purchases to earn points. If you made this mistake, contact us at [email protected]
I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?
We know how hard you work to earn points, and we want you to feel confident that they’re right where they should be—in your account!. Please note that there might be a delay in our system’s communication, so points could take anywhere from a few minu
I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?
Thank you for sharing us with your friends - we truly appreciate it!. To earn referral rewards, your friend must be a first-time customer. The referral must also be made through the rewards referral box on your personal Rewards page or by using your
Why is my free shipping not showing at checkout?
Our free shipping discount is available to Devotee and Icon Loyalty members only and can’t be combined with any other discounts or offers. Please make sure you’re logged in.