Q1: I purchased a product but didn't receive points. Can you help me add them retroactively?
Scenario: Forgot to log in to my account when placing an order on the official website, or the system reported an error when entering the order number.
A1: Our points system is automatic, so you need to register your membership account before placing an order to earn or redeem points. Unfortunately, if you did not register as a member when placing the order, points cannot be added or used after the order is completed. Retroactive addition is not possible.
Q2: I accidentally redeemed points. Can you cancel the redemption and refund them?
Scenario: Mistakenly redeemed a free product, or found it unusable after redemption, requesting cancellation and point restoration.
A2: We are very sorry, but once points are redeemed, they cannot be canceled or refunded. Thank you for your understanding.
Q3: Why were my points deducted without reason / why haven't they been credited?
Scenario: Customers report points being deducted without use, or points not being credited after purchasing specific products (e.g., nasal aspirator).
A3: Points deducted without reason: If points in your account decrease, it may be due to expiration. All CozyCoins expire 180 days after earning order points, and 90 days after earning promotional points. Expired points cannot be restored.
Points not credited: There may be system latency issues. It is recommended to wait about 3 business days before checking again.
Q4: Can expired points be restored? Can purchase records improve membership level?
Scenario: Inquiries about point validity rules, impact of points on membership level, and how to directly purchase points.
A4: All CozyCoins expire 180 days after earning order points, and 90 days after earning promotional points. Expired points cannot be restored. The more you spend, the higher your membership level. Points cannot be purchased directly.
Q5: Can orders placed on other platforms be credited to my Momcozy points account?
Scenario: Purchases on third-party platforms like Amazon/TikTok.
A5: Currently, orders placed on Amazon and TikTok can be credited to your Momcozy points account.
You can add your points on our official website by following these steps:
Steps to submit purchase proof are as follows:
Click the Account button on our website.
Once in the account, you will see “CozyCoins” on the left side.
Just enter your Amazon order number/TikTok order number there, then click confirm.
That's it! No need to send screenshots via email unless we specifically ask.
Note: If redemption fails, it may be because the order delivery status hasn't updated yet. We recommend waiting 3-5 business days before trying again.
Q6: Failed to register extended warranty card
A6: Please check if your email has been registered for a Momcozy account via other methods. Duplicate registration is not allowed. If no account exists, kindly provide your registered email.
Q7: Account rebinding & membership merging availability
A7: Sorry, account rebinding and membership merging are not supported.
Q8: Points inconsistent with order amount
A8: Please check if gift card payment was applied. Gift card spending does not earn points.
Comments
0 comments
Please sign in to leave a comment.