Loyalty FAQ

• + 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.

• + 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.

• + 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

• + 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.

• + What happens to my points on the last day?

  On June 17, 2024 when our Loyalty program will no longer be active, you will no longer have the option to redeem points for a discount. Please ensure you redeem your points before June 17th.

• + I should have more points in my account as I have made several purchases from Tombolo. Where are they?

  Our points expire after 1 year of no activity. Here’s how we define activity:
  
  - 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 lose their accrued point balance. Thanks so much for your help here! Please let me know if you have any questions.
  

• + 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.