How Do I Claim a Free Promotional Item?

Quick Answer

Most free promotional items, such as a buy-more-get-one-free offer, are applied automatically at checkout once all the qualifying items are in your cart. So the key step is to add every item the promotion requires, including the one meant to be free, before you pay.

If a free item was promised to you separately by our team, or it's missing from an order you've already placed, contact our Customer Care team and we'll help sort it out.

How do I claim a free item during checkout?

For cart-based promotions like buy-more-get-one-free, the free item is added automatically when your cart meets the conditions:

  1. Add all the qualifying items to your cart, including the item you expect to be free.
  2. Proceed to checkout.
  3. Confirm the free item appears and that its price has adjusted before you complete payment.

For example, with a buy-three-get-one-free offer, all four items need to be in the cart so the fourth can be deducted automatically. If you add only three, the free item won't be included.

Why is my free promotional item missing?

The most common reason is that not all the required items were in the cart at checkout. If only the paid items were added, the free item isn't applied to the order.

If your free item is missing and you've already placed the order, contact us with your order number and the details of the promotion. We'll review what happened and let you know the options for your specific order.

What if a free item was promised to me directly?

If our team promised you a free promotional item, mention it when you place your next order, and reach out to us by live chat or the Contact Us page right after ordering so we can link the promised item to your order. Including your order number helps us match it quickly.

In what situations should I contact Customer Care?

Please reach out if:

  • You expected a free promotional item but it wasn't included in your order.
  • You're not sure whether the promotion applied correctly at checkout.
  • A free item was promised to you and you want to make sure it's on your new order.
  • You have a question about how a specific promotion works.

You can contact our Customer Care team via live chat or the Contact Us page. Please include your order number and the email used to place the order.