Troubleshooting Loyalty Points: Redemption Problems and FAQs

We love rewarding your loyalty at Brothers International! If you’re having trouble redeeming your loyalty points or have questions about how our rewards program works, this guide will help you get back on track quickly.

Common Loyalty Points Issues

1. Why can't I redeem my points?

• You might not have enough points in your account for the reward you selected. Check your current points balance in your account dashboard.
• Some rewards have minimum points or purchase requirements.
• Points redemption may be temporarily disabled during system updates or promotions.

2. My points didn’t apply to my order — what do I do?

• Ensure you selected the option to use points before finalizing checkout.
• Loyalty points can only be redeemed on eligible products.
• If you used points and they didn’t apply, please contact customer support with your order number.

3. When do loyalty points expire?

• Points expire 12 months after they are earned unless otherwise noted.
• You can check your points expiry date on the loyalty program page.

4. How do I earn points?

• Points are earned on every purchase of eligible products.
• Occasionally, we offer bonus points promotions. Keep an eye on emails for those.

How to Check Your Points Balance

• Log into your account on our website.
• Navigate to the “Loyalty Program” section.
• Here you’ll see your total points, recent point activity, and any upcoming expirations.

Still Having Trouble?

If you’ve followed the steps above and still experience issues, please contact our customer care team with details about your problem including:

• Your account name/email
• Order number (if applicable)
• Description of the issue

Our team is here to help and ensure your loyalty points work for you!