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Paw Points® Rewards 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.
Sorry, you can't reset your user ID from the mobile site at this time. Please visit FreshStep.com to edit your information. If you have additional questions, please Contact Us.
I would like to be removed from your mailing list.
Sorry, you can't change your account information from the mobile site at this time. Please visit FreshStep.com to edit your information. If you have additional questions, please Contact Us.
I would like to change my e-mail address or other account information.
Sorry, you can't change your e-mail address or other account information from the mobile site at this time. Please visit FreshStep.com to edit your information. 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. Contact Us if you have still not received your reward.

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