Why haven’t my points shown up?

1. Check the order status. Purchase points are added at Processing or Completed. A pending or on-hold order may not qualify yet.
2. Check your email. Sign in with an account using the same email address you entered for that order.
3. Check for a points reward coupon. An order using a points reward doesn’t earn new points.
4. Refresh your points page. Go to My Account → Points & Rewards and look at Available points.

If you still expected points, email us your order number and checkout email. For an older order, we’ll check its purchase and points history rather than ask you to buy again.

I checked out as a guest or used a different email. What do I do?

A guest purchase can earn points. Create an account with that order’s checkout email, then open Points & Rewards.

If your account email and order email are different, your visible balance may be different too. Contact us with the order number and the email used for the purchase. We’ll check the records before making an adjustment.

You don’t need to create several new accounts or place another order to report missing points.

Want to keep eligible unused points under one email? Read our two-email points guide. Your unused points don’t expire while you decide which reward you want.

What happens to points after a partial refund?

Points earned from a purchase are adjusted when a refund is recorded on that order. A partial refund removes the corresponding points for the refunded eligible purchase amount, subject to rounding and the points available in your balance.

This example assumes a straightforward product refund and enough points in your balance. Shipping-only refunds, tax, discounts, or points you’ve already spent can change the adjustment. If your balance doesn’t look right, send us the order number so we can check it.

Asking for a refund doesn’t immediately change your points. The order needs to be updated with the refund first.

What if the rest of my order is refunded later?

If that same purchase is later fully refunded, the remaining purchase points are removed. The earlier partial-refund adjustment is taken into account.

Using the example above: after 20 points have already been removed, refunding the remaining $80 removes the other 80 points. The total removed for the fully refunded $100 purchase is 100 points, not 120.

A canceled or failed order can also lose the purchase points it earned. Points from another valid order shouldn’t be removed as part of this order’s reversal.

If an older purchase received a separate historical points credit, we may need to review that credit manually. Contact us if the adjustment doesn’t match your order.

Does a refund return the points I spent on a coupon?

Purchase points and redeemed points are different. A refund can reverse the points you earned from buying. It doesn’t automatically turn a used reward coupon back into points.

For a refunded order, a used reward coupon that’s still valid may become available again in your account. Check your coupons before redeeming more points. If the coupon is available again, you can use that coupon on a qualifying order; you haven’t also received a second set of points.

For an unused coupon, use Revert to points if your account offers that option. If you already spent the points from a purchase that was later refunded, contact us if you need help understanding the balance adjustment.

Why won’t my reward coupon apply?

• Another coupon is in the cart. Remove the promo code or other reward first. Only one reward coupon can be used per order.
• You haven’t redeemed a reward yet. Points sitting in your balance aren’t a coupon. Redeem the reward in your account first.
• The email doesn’t match. Use the account and checkout email linked to your reward.
• It’s a gift coupon. Keep a regular purchased product in the cart and use the coupon for that matching gift.
• The coupon is already used, expired, or canceled. Check its status in your account. Returning a coupon to points cancels that code.
• The gift isn’t in the final order summary. Don’t assume it will be added later. Contact us before paying.

Removing a coupon from the cart doesn’t restore redeemed points. Look for the unused coupon in your account, or use its return-to-points option.

What should I send customer support?

Email support@zenlesszonezero.toys with:

• Your order number.
• The email address used at checkout.
• What you expected and what your account shows.
• The coupon error message, if there is one.

For example: “Hi! My order is #12345. I used the same email as this message. The order shows Completed, but I don’t see the points. Could you check?”

Please leave out passwords and payment card details. For help with returning a product or getting a money refund, see our Refund & Returns page. This guide explains the points side of a refund.

For missing notification emails, password resets, CAPTCHA trouble, or buttons that won’t respond, read our account and page help guide.