VIP Loyalty Program

This is a great question, and we're so glad you’ve asked! 😸

Our paws are out and about, and we’re just as excited as you are! 🐾 You can become a PrettyLitter VIP member in just a couple of steps:

1. Head to your customer portal and click on the VIP Rewards tab—or click the link here! Click Join, and start earning points right away!

2. Once you're enrolled, you can track your points and redeem rewards directly from the VIP Rewards tab.

Important: If your subscription is canceled at any time, any unused points will be lost. Hope this helps! 

Feel free to reach out if you have any more questions. We're always happy to assist!

Once a customer joins the program, they will immediately earn points by opting in. They will earn points with each of their future shipments and additional points by participating in the activities on their VIP Rewards Page within their portal, like:

• Completing your cat’s profile

• Following us on social media

• Taking our cat quiz

• And more!

Once they’ve earned enough points, they can redeem them for exclusive products - absolutely FREE! They can check their VIP Rewards page to see all the ways they can earn points! 

Version II

Our new loyalty program is points-based! You’ll immediately earn points upon joining the program. You’ll earn 10 points for every bag of PrettyLitter you purchase. You can also earn extra points by completing fun activities on our VIP Rewards page, like:

• Completing your cat’s profile

• Following us on social media

• Taking our cat quiz

• And more!”

You can check your VIP Rewards page within your customer portal to see all the other ways you can earn points! Once you’ve earned enough points, you can redeem them for exclusive products - absolutely FREE!

Great question! You can earn points through purchases and fun activities on your VIP Rewards Page. For purchases, points will be added to your account once your new order is confirmed. As soon as they're available, you’ll be able to redeem them for rewards!

You can view your point balance and redemption history anytime by visiting your Loyalty Dashboard in the customer portal. The maximum number of Accumulated Points is 500 points.

Please note: Points expire 2 years after they are earned. If an item in your order is cancelled, removed, returned, or refunded for any reason, you will not earn points for that item. If points were already awarded, those points will be deducted from your point balance.

I hope this helps, but please feel free to let me know if you have any more questions!

Ready to treat your cat? Here’s how to redeem:

1. Visit the VIP Rewards tab in your portal.

2. If you have enough points for a reward, you'll see a "Redeem" button below it.

3. Click Redeem, and a pop-up will confirm your choice.

4. Once confirmed, the item will be added to your next shipment automatically. 

Changed your mind? Just click "Return to Dashboard" to go back. Please note: Points expire 2 years after they are earned.

Please feel free to let me know if you have any more questions!

Thanks for your interest in our VIP/Loyalty Program! ✨

I’m happy to let you know that no charges apply. This rewards program is absolutely FREE.

Just head on to the VIP Rewards tab of your customer portal and click the ‘Join’ button to get started!

Let me know if you have any more questions or need more help. I'm just a whisker away 🐈

Thanks for your interest in our VIP/Loyalty Program! ✨

Great question. You'll be happy to hear that your subscription price and any other subscription benefits will not be affected in any way. In fact, you will gain additional benefits and value by joining the program!

Just head on to the VIP Rewards tab of your customer portal and click the ‘Join’ button to get started!

Let me know if you have any more questions or need more help. I'm just a whisker away 🐈

Thanks for reaching out! Great question! Yes, points expire after 24 months (or 2 years). You can see this info right on the VIP page in your customer portal. If any of your points are set to expire, it’ll be listed there for you.

Let me know if you have any more questions or need more help. I'm just a whisker away 🐈

Great question! Once you cancel your subscription, all points will be forfeited and cannot be redeemed when reactivating the subscription. If you decide to come back, you’ll be starting fresh with a new points balance.

Let me know if you have any more questions or need more help. I'm just a whisker away 🐈

First off, thank you for being a part of the PrettyLitter family. This is a fantastic question.

Purchases made prior to enrolling in the VIP Rewards Program aren’t eligible for points and unfortunately can’t be credited retroactively. Only purchases and activities completed after enrollment will count toward your points total. You can always check out our Terms and Conditions for more details.

That said, once you’re enrolled, you’ll start earning points for eligible purchases and fun activities listed in your VIP Rewards tab (including chances to earn bonus points for non-purchase actions)!

And because you’ve been such a long-time PrettyLitter customer, we’d love to show our appreciation. As a thank you, I’ve added two free toys to your next PrettyLitter order scheduled for [date].

Thanks again for being part of the PrettyLitter community! 🐾

If you have any more questions, feel free to reach out. I'm just a whisker away 🐈

Thanks for reaching out, and I’m sorry to hear there's an issue with your point balance! Not to worry, I’m happy to help get this sorted! 🐾 🐈 

To better assist, could you let me know which activity or order you believe should’ve earned points, and how many points you were expecting?

I’ll check in with our senior support team and follow up as soon as I have more information for you. 

Should you have any other questions or concerns meanwhile, please do not hesitate to raise a paw

(or send us a message!)

Thanks for your message. We'd be happy to help with this request! We’re sorry to hear you’d like to opt out of the Loyalty Program, though. There are some great perks that come just from having it active in the background as your subscription orders ship, so we’d love to hear your reason for opting out if you’re open to sharing. We're always looking for ways to improve.

That said, before we move forward, we want to make sure you're aware that opting out will permanently forfeit any points you’ve accumulated. These points won’t be recoverable, even if you choose to rejoin the program later.

Please let me know if you'd like to proceed with opting out. I’ll be standing by and ready to take care of it as soon as I hear from you.

If the customer would like to proceed:

1. Update the customer and Hand off to CS QTO: Operations.

 “Thanks for confirming! We’re forwarding your request to our internal team, which manages our rewards system. You’ll receive an update once the opt-out has been processed. No changes will be made to your subscription.”

2. Confirm with the Customer that the Opt-Out Request has been processed

“We’re writing to confirm that you’ve been successfully opted out of our loyalty program. As part of this change, any accumulated points in your account have now been forfeited.

Please note that this update does not affect your subscription in any way — everything else remains the same.

Just a reminder, your next charge date is [XXX].

Thanks again for your continued support! If you have any questions, feel free to reach out — we're happy to help.”

 Important Notes for Agents:

• ❗ No partial point removals: Opting out deletes all accumulated points.

• ✅ Customers can rejoin anytime via the VIP Rewards tab in their customer portal.

• 🧾 Always document the reason for opt-out and customer consent in the ticket.

Not yet. At launch, receipt scanning will only be available to DTC (Direct-To-Consumer) subscribers. The Retail-Only Program is still in development and will be launched at a later date. Receipt scanning will be limited to 2 bags per scan. 

No. Food subscriptions are currently excluded from earning recurring points (e.g., the 10 points per bag). However, customers may receive a one-time bonus (25 points) when they add a food subscription to their existing subscription (when offered as a promo).

Yes. Customers earn points each time they purchase eligible toys and accessories.

✅ This is not a one-time reward — points are awarded per qualifying purchase.

Yes, but with a caveat. Customers don’t need to follow the account again.

They just need to click the earning event in the Loyalty Dashboard.

⚠️ There is no system check to confirm if they were already a follower — retroactive awarding isn't supported.

Yes, but with a caveat. Customers don’t need to follow the account again. They just need to click the earning event in the Loyalty Dashboard.

⚠️ There is no system check to confirm if they were already a follower — retroactive awarding isn't supported.