Frequently Asked Questions

We are as passionate about customer satisfaction as we are about ice cream.

If you need help, simply choose the topic below and check out our FAQs. Still have questions? Contact Customer Support at (800) 721-3323 or complete our Contact Us Form.

Frequently Asked Questions

We are as passionate about customer satisfaction as we are about ice cream.

If you need help, simply choose the topic below and check out our FAQs. Still have questions? Contact Customer Support at (800) 721-3323 or complete our Contact Us Form.

Do I need to download the App to continue to participate in the Graeter’s Sweet Reward loyalty program?

To continue to participate you need to EITHER download and register through the App or register on the Sweet Rewards page of graeters.com/rewards

What is the name of the App and where do I get it?

The name of the App is "Graeter’s" and it is available wherever you currently get your Apps for your smart phone.

How do I migrate my existing account to the new App?

Just download the Graeter’s app! During the registration choose "Migrate" and complete the information INCLUDING your 14-digit Sweet Rewards account number (no spaces). Any banked points and rewards will be migrated to your new account using this method.

What if I don’t know my Sweet Rewards account number?

Graeter’s stores should be able to help you look the number up or you can contact [email protected] and provide the telephone number, email and name associated with the account.

If I download the App, can I still use my card?

No, your card will no longer work, but we can still add points using your phone number.

I don’t have a Smart Phone. Can I still participate in Sweet Rewards?

Yes, guests can visit graeters.com/rewards and register an account without a smart phone.

When will my card stop working?

After January 30, 2019, the physical Sweet Rewards cards will no longer work. Guest can use the Sweet Rewards account number, from the card, to migrate the account to the App. In store, the cards will no longer work to earn points and/or redeem rewards.

If I never migrate their account, will I still have rewards on my card?

Their reward will still exist, but it will not be in their card, they will need to migrate their account on the online portal, which can be found from graeters.com/rewards , or through the App

How do new guests enroll in Sweet Rewards?

Guests can download the Graeter’s app or register at graeters.com/rewards. They will sign up and enter in all of the required information on the app or web form.

I wanted to redeem my offer then I clicked out of the App, Where did it go?!

Look under "Account History" in the App menu, the QR code will live there until it expires.

Will guests still get email notifications with the App for rewards and offers (like birthday rewards)?

Yes! Email notifications will be linked with the website and the App. Guests will receive email notifications about App usage and offers as well.

Can guests just use a part of their reward?

Yes. The check amount must be SMALLER than the reward amount if they want to save some of that $ Reward for later. (i.e. they have $10 in rewards, and they have a check for $8, $2 will go back into their "bank." If they have $10 in rewards and their check is for $12, all of that $10 will be used.)

I tried to check in a receipt and it says "Check in limit reached"

For security purposes, we limit the customer to a certain amount of receipt barcode scans per day, and only 3 scans for a 12 hour period.

If I never migrate my account, will I still have rewards on my card?

The reward will still exist, but it will not be on a card. Guests will need to migrate their account on the online portal, which can be found from graeters.com/rewards, or through the Graeter’s app.

WHAT IS THE NAME OF THE APP AND WHERE DO I GET IT?

The name of the app is "Graeter’s" and it is available in the Google Play and the App Store.

DO I NEED TO DOWNLOAD THE APP TO CONTINUE TO PARTICIPATE IN THE GRAETER’S SWEET REWARD LOYALTY PROGRAM?

No. To continue to participate, guests need to EITHER download and register through the Graeter’s app or register online at graeters.com/rewards.

HOW DO I MIGRATE MY EXISTING ACCOUNT TO THE NEW APP?

As of March 11, 2020, guests will no longer be able to migrate their physical Sweet Rewards cards to the app. Guests will have to create a new account by downloading the app to their smartphones or create an online profile with us at graeters.com/rewards.

I DON’T HAVE A SMART PHONE. CAN I STILL PARTICIPATE IN SWEET REWARDS?

Yes. Guests can visit graeters.com/rewards, register online and create an account without a smart phone. (Note: Please be sure to include a phone number for one of our team members to look you up at the register upon checkout.)

HOW DO NEW GUESTS ENROLL IN SWEET REWARDS?

Yes. Guests can visit graeters.com/rewards, register online and create an account without a smart phone. (Note: Please be sure to include a phone number for one of our team members to look you up at the register upon checkout.)

CAN I STILL USE MY PHONE NUMBER TO EARN POINTS IN YOUR STORES?

If your phone number is in your Profile, you are able to give that to a Graeter’s team member when you make a purchase in any store to automatically earn points.

CAN I GET SWEET REWARDS POINTS FOR AN ONLINE/SHIPPING ORDER FROM YOUR WEBSITE?

Local online orders (on the app or website) WILL receive Sweet Rewards points. Online shipping orders (those delivered by UPS, not from our retail stores) are NOT eligible for Sweet Rewards points.

MY QR CODE DISAPPEARED. HOW CAN I GET IT BACK TO REDEEM A REWARD?

Under guest’s Rewards Tab (the cone icon), there is a yellow box towards the bottom of the screen with “active redemption codes.” Click on this and the QR code will appear again. If this yellow box goes away, the reward will appear back in the guest’s account as long as the reward is not expired.

WILL GUESTS STILL GET EMAIL NOTIFICATIONS WITH THE APP FOR REWARDS AND OFFERS (LIKE BIRTHDAY REWARDS)?

Yes. Email notifications will be linked with the website and the Graeter’s app. Guests will receive email notifications about app usage and offers as well as your yearly birthday reward. (See below for more information about birthday rewards.)

WHY/HOW DO I REFER A FRIEND?

Go to the “MORE” tab on the app, click invite friends and use the unique code to refer your friends. For every new friend you refer to the Graeter’s app, we will give you 10 bonus points which will get you sweeter rewards when your friends register and make their first purchase! (Note: To obtain 10 bonus points, the person you are referring to the Graeter’s App must not have a previous account associated with the app.)

I TRIED TO CHECK IN A RECEIPT AND IT SAYS "CHECK IN LIMIT REACHED"

For security purposes, we limit the customer to a certain amount of receipt barcode scans per day, and only 3 scans for transactions occurring within a 12-hour period. The amount of the transaction (Check Sum) also has to be greater that zero.

CAN I EARN POINTS FOR PURCHASING GIFT CARDS?

No. Gift cards earn points when they are redeemed not when they are purchased.

DO MY LOYALTY POINTS EXPIRE?

Yes. Loyalty points will expire after a year of inactivity and will go back down to zero. A “year of inactivity” is from the guest’s last purchase with the app.

DO MY REWARDS EXPIRE?

Yes. For every $5 reward you earn, it will expire one calendar year after the earned date.  The Rewards section of the app will indicate an expiration date for your $$ rewards.

HOW DO I EARN A BIRTHDAY REWARD?

Sweet Rewards members will be eligible for a birthday reward if they have made a purchase within the last 12 months and earned points in the Sweet Reward program. Guests will also need to make sure that they have added their birthday in their profile to receive the reward. 

 

DOES MY BIRTHDAY REWARD EXPIRE?

Yes. Guests have one week after their birthday to use their birthday reward. The Rewards section of the app will indicate the expiration dates for all offers/rewards.

WHY CAN I NOT PLACE AN ONLINE ORDER?

To place an online order, guests must put their phone number on their profile. You also need to verify your email attached to your profile to place an online order.

If ordering through the website, you must have an account with us.

WHAT ITEMS CAN BE ORDERED ONLINE AND/OR DELIVERED?

We offer packaged pints & 56 oz containers of ice cream, chip wheelies and ice cream cakes.

CAN I STILL EARN POINTS WITHOUT A VERIFIED EMAIL?

Yes. Guests can earn points & rewards without verifying their email, but they will NOT be able to redeem their reward(s).

WHY IS MY CREDIT CARD SAVED AT SOME LOCATIONS BUT NOT OTHERS?

Guests can save their credit card information to make their next purchase easier. However, for each new store they place an order with, they must reenter the card information.  

HOW DO I RESET MY PASSWORD?

Guests must use the “Reset Password” button and an email will be sent to change their password. (Note: You will have 6 hours to reset your password. Past the 6-hour mark, you will need to request another reset password email.)

CAN GUESTS JUST USE A PART OF THEIR REWARD?

Yes. Guests can now select the amount of the reward they want to use. (i.e. You can use $6 of your $10 rewards and have $4 for next time you visit us.