Loyalty

Why isn't there a shop button on my Android Phone? 

Due to Android policy, Android phones cannot shop from a cannabis app. 

What is the difference between points and a discount?

Points

• Earn 1 point for every $1 spent. Dollar spend after discount applied. It’s your final purchase total.
• Expire on a 90-day rolling basis if you do not shop with us
• Points total in your wallet

Discount

• 10% discount is achieved when you reach 500 points and will be available in your wallet to redeem
• Expires if your balance drops below 500 points due to 3 month old points expiring
• Appears as a coupon in your wallet

How do I acquire points?

You acquire points just by shopping! You will earn one (1) reward point per dollar spent on qualifying goods purchased from Surterra Wellness’ retail stores (whether purchased in-store or online from Surterra Wellness’ website). Taxes and fees, including, without limitation, shipping, handling, and delivery fees are excluded and ineligible for use in calculating reward points.

Do points expire?

Points expire on a rolling 3-month period from acquiring if you DO NOT SHOP.  Any point that is not redeemed will be removed from the wallet after 3 months of lapsed shopping.

Does my discount expire?

Your discount will expire if your balance drops below 500 points due to 3-month-old points expiring.

Can the loyalty discount be stacked?

Yes! The loyalty discount can be stacked with other daily promotions designated as stackable by Surterra Wellness.

If I hit multiple 500-point thresholds, can I stack those discounts on top of each other?

You can only use 1 loyalty discount per order. Once you use the discount, another one will populate if you are over the threshold.

Do I get points for all my past purchases with Surterra Wellness?

No, you do not get any points for past purchases. Once you opt-in to loyalty, you will earn points for all purchases after opting in.

How do I check my points balance?

Click the wallet link that was provided in your welcome email. The home page will have your total points balance and show how many points are needed to reach your discount.

How quickly are points reflected in my wallet after purchase?

Points can take up to a few days to show up in your wallet.

Is there an easy way to save my wallet link?

You can save your wallet link to your home screen! Open your wallet link on your phone. Click on the menu button (Chrome on Android) or the share button (Safari on iOS) and chose “Add to home screen”.

When do I know when points are ready to redeem?

You can always check your wallet and see what your point total is. Once it hits 500, you are ready to start redeeming. Additionally, we will send you an email once the threshold is hit as a reminder in case you are not checking your wallet frequently.

How do I redeem my discount?

When you are ready to redeem a discount, you simply hit the open button. When you are in store, please show the guide the screen with the button that says, “Redeem in-store.” Once the guide has seen your coupon, please hit Redeem in-store. The discount is applied, and the guide will update the discount code on your order.

Can I redeem my discount online?

You cannot redeem your discount online; it must be applied at the register.

Can I redeem my discount on a delivery order?

Yes, you can. Once you place your delivery order, you will need to contact customer care to ensure the discount is added to your order. Please call 850-391-5455.

Once I hit 500 points, can I use the discount on that purchase?

No, once you hit 500 points, you will be able to use the discount on your next purchase. It can take up to a few days for points to be reflected in your wallet.

I lost my wallet link, what should I do?

If you received any recent emails from us on your point totals, your wallet link will be included. Otherwise you can always call or email Customer Care (850-391-5455 or wellness@surterra.com) and they can provide you the link.

My loyalty points are not showing in my wallet. What should I do?

Loyalty points can take up to a few days to show. If you do not see your points after a few days, please call our Customer Care Center for assistance at 850-391-5455.

Can I opt-out of marketing communications, but stay in loyalty?

Yes, you can opt-out of communications post-loyalty signup. You must opt-in upon signup for us to send you your wallet link. Post signup you are free to opt-out, but you will miss out on promotions, new products, and loyalty updates.

What if I do not have a smart phone, can I be a part of the loyalty program?

You do not need a smart phone to be part of the loyalty program. You can sign up on a desktop, or call customer care to fill out the form for you.

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