Loyalty FAQ

• + How do I sign up?

  It’s easy. Go to our loyalty page and click the “JOIN NOW” button. Enter your name, email address and a password to sign up.
  
  If you’ve made purchases in the previous year, be sure to create your account using the same email address you used at checkout so that you get access to those hard-earned points.

• + How do I earn points?

  Every dollar spent earns you one point. It’s simple:
  
  $1 spent = 1 point earned.
  
  There are also a series of actions that can be taken to earn additional points. For instance, leaving a review on a verified purchase or following Tombolo on Instagram. These actions (there are lots of them!) are outlined in the “Ways to earn points” section of our loyalty page.

• + How do I use my points towards purchases?

  Redeeming your hard-earned points is easy. There is a simple drop down at the checkout stage that lets you apply your points (in increments of 100) towards a purchase.
  
  100 points is equivalent to $5 off of your order. A maximum of 2,000 points can be redeemed per purchase.
  
  And - remember - you need to be logged into your account for these points to display at checkout.

• + Can I combine loyalty points with other discount codes?

  No, but it’s always worth asking!
  
  If you are applying points towards a purchase, other discount codes entered at checkout will not work.

• + When did Tombolo start tracking points?

  We started keeping track of points on August 31st, 2022. Purchases prior to this date do not count towards your points balance.

• + Will purchases I made before I created my account earn me points that show up in my points balance?

  Yes, points associated with purchases within the last 12 months will populate your points balance once you create an account.
  
  The exception to this rule is purchases prior to August 31, 2022 (see immediately prior FAQ).

• + What happens to my points if I make a return?

  To account for the standard returns window, points do not enter your account until 30 days from the date of your purchase.

• + How do I check my points balance?

  Simply log into your account here and you will see your total points balance. You can also click the “REWARDS HISTORY” button to see your points history in detail.

• + Do points expire?

  Yes, points expire after 12 months of inactivity.
  
  Here’s how to stay “active” so you don’t let your hard-earned points expire:
  
  • Making a purchase
  • Earning a points reward through an action. This includes all rewards outlined in full in the “Ways to earn points” section of our loyalty page except for earning points via the birthday reward.
  • Referral completion
  • Referral share
  • Redeeming points
  
  Customers who surpass 12 months without completing one of the above-mentioned actions will lose their accrued point balance.

• + I’ve made purchases in the past but I don’t see any available points in my account. Why is that?

  Here are the most common causes of this issue:
  
  (1) The account holder is not logged in when checking out. Be sure to log in in order to have access to your points at checkout.
  (2) The account holder’s purchase was made within the last 30 days. Points do not enter an account until 30 days from the date of the purchase to encompass the returns window.
  (3) The account holder’s purchase predates August 31, 2022 - the date we started tracking and assigning points.
  (4) The account holder made the purchase using a different email address at checkout. If this is the case, reach out to us at support@tombolocompany.com and we can manually adjust your points to consolidate to one email address.
  (5) The account holder made a purchase in one of our stores without providing the account email address at checkout. If this is the case, reach out to us at support@tombolocompany.com.
  
  
  If you’re still stumped, please don’t hesitate to reach out to us at support@tombolocompany.com

• + Can I earn loyalty points by shopping in store?

  Yes, you can! Just be sure to provide the email address associated with your account at checkout.

• + I didn’t receive loyalty points for my review. Why is that?

  The most common explanation for this is that we only reward loyalty points to ‘Verified Buyers’ (i.e. customers who complete the automatic review request email that is sent 20 days after your order is shipped).
  
  If you submit a review directly on the site - instead of via the review request email - you will not be rewarded loyalty points.
  
  If you’re still stumped, please don’t hesitate to reach out to us at support@tombolocompany.com

• + What are the VIP Tiers?

  We assign VIP tiers based on how much a customer has spent in the last 12 months.
  
  VIP tiers offer perks like point multipliers and increasingly fast complimentary shipping. In order to take advantage of VIP perks, a customer must create an account using the same email address he or she used to make the purchase(s).
  
  You can learn more about the perks of the various VIP tiers in “The VIP Club” section of our loyalty page.

• + How long does my VIP status last?

  VIP statuses are calculated on a rolling 12 month basis. In other words, a dynamic 12-month period starting when a given customer reaches a certain tier.
  
  For example, if you become a VIP on January 10th, 2023, then you will retain that tier until January 10th, 2024, at which point your new tier will be recalculated based on the amount you have spent in the trailing 12 months.

• + Why am I not seeing my VIP perks?

  There are two common reasons for this issue:
  
  (1) The VIP tier member has not yet created an account or is not logged into his or her account. Be sure to log in in order to have access to your VIP perks.
  (2) The purchases that earned the account holder his or her new tier status were placed within the last 30 days. VIP status is not awarded until 30 days from the date of the purchase to encompass the returns window.
  

• + Do VIP shipping perks apply to international customers?

  Only USA customers are eligible for VIP shipping perks.

• + How does the referral program work?

  It’s quite simple. The referring person enters the email address of a friend. That friend gets an email with a special link for $20 off of an order of $120 or more.
  
  If that friend makes a purchase, the referring person gets $20 worth of points (400 points) added to their account.
  
  You can check out and participate in our referral program here.

• + I’m still stumped. How can I get help?

  Please reach out to support@tombolocompany.com and we will get back to you within one business day.