ORTC Rewards FAQsUpdated 3 days ago
When will my Reward Points appear?
Reward Points are added to your account once your order has been fulfilled (Picked & Packed).
Why didn't I receive Reward Points?
There are a few reasons why points may not have been added to your account:
- Your order hasn't been fulfilled yet.
- You're not logged into the correct ORTC Rewards account.
- The purchase wasn't eligible to earn Reward Points.
If you believe your points are missing, please contact our Customer Care team and we'll be happy to investigate.
Do my Reward Points expire?
Yes.
Reward Points remain valid for 12 months and expire on a rolling basis.
This means each point expires 12 months after it was earned, rather than all of your points expiring on the same date.
What does a rolling 12-month period mean?
Your Rewards Tier is based on your eligible spend over the previous 12 months.
As you continue shopping, your qualifying spend is updated on a rolling basis, allowing you to move between Bronze, Silver and Gold as your eligible spend changes.
Can I earn Reward Points on discounted orders?
Yes.
Reward Points are calculated on the net order total after discounts have been applied, excluding shipping, duties and sales taxes.
What happens if I return an item?
If an order is returned, any Reward Points earned from that purchase will be adjusted accordingly.
If you've already redeemed Reward Points on that purchase, any refund or store credit will be calculated based on the amount paid after the Reward discount has been applied.
Can I combine Reward Points with other offers?
Reward discounts are designed to combine with eligible shipping, product and order discounts where applicable.
Some products and promotions are excluded from Reward discounts. In these cases, your Reward discount will simply apply to the eligible items in your cart.
For example, if your order contains a promotional bundle and a full-priced T-shirt, your Reward discount won't apply to the bundle, but it will apply to the eligible T-shirt.
How do Birthday Rewards work?
Simply add your birthday to your ORTC Rewards account.
Your Birthday Reward Points will automatically be added to your account when your birthday arrives, provided your birthday has been registered before the qualifying period.
Our Program requires birthdays to be entered at least 30 days beforehand.
Can I transfer my Reward Points?
No.
Reward Points are linked to your ORTC Rewards account and cannot be transferred between accounts or exchanged for cash.
Can I earn Reward Points when purchasing a Gift Card?
No.
Gift Cards aren't eligible to earn Reward Points because they're considered a payment method for a future purchase. Reward Points are earned when the Gift Card is redeemed on eligible products, rather than when it's purchased.
Can I use Reward Points to purchase a Gift Card?
No.
Reward discounts can only be redeemed on eligible ORTC products and can't be applied to Gift Cards, Shipping Protection or other excluded products.