Real Rewards FAQ
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What is Real Rewards?
The Real Rewards by American Eagle and AerieTM Rewards Program (the “Program” or the “Real Rewards program”) is American Eagle Outfitters’ (“AEO”, “We” or the “Company”) new rewards program! Members earn points on purchases (after discounts and before taxes, fees, shipping, and handling) made at American Eagle Outfitters, Aerie and OFFL/NE by Aerie. For every 1,250 points earned by a member, a $5 reward is issued, good for use at American Eagle Outfitters stores, Aerie stores, OFFL/NE by Aerie stores, AEO Factory stores, Aerie Factory stores, through online transactions (including purchases made through the AEO | Aerie mobile app), and customer care. Additional benefits include an exclusive birthday offer, 2x points on qualifying jeans (includes full-price, sale and clearance jeans, but excludes third party and all other denim items, such as jackets, skirts, shorts, and shirts), Aerie Days member events, and other member-only sales and events.
How can I join the Real Rewards program?
Membership is free! It’s open to individuals residing in the U.S. (including Puerto Rico) and Canada who are at least 15 years of age. You can join the Real Rewards program by enrolling here, on the AEO | Aerie Mobile App, by asking a store associate to enroll you, or by calling 1 (800) 340-0532. A valid email address is required to enroll so we can send you the rewards you earn and notify you of other great membership benefits! If you’d like us to text your rewards to you, you can also provide a U.S. or Canada mobile number. Standard text messaging rates apply.
Why is my email address required in order to participate in the Real Rewards program?
Your email address is required so we can get your rewards to you quickly! Many Real Rewards program offers and perks are communicated via email, so you’ll want to be sure you don’t miss out. If you’d like us to text your rewards to you, you can also provide a U.S. or Canada mobile number. Standard text messaging rates apply.
What if I don’t have an email address? Can I still participate in the Real Rewards program?
The Real Rewards program is a paperless program, so a valid email address is required in order to participate and receive all the best benefits! If you have questions regarding compliance with the Americans with Disability Act (“ADA”) for Accessible Design, please contact us at 1 (800) 340-0532.
How do I update my Real Rewards program account profile or check my point summary?
Just visit your account page, log into the AEO | Aerie Mobile App, or call 1 (800) 340-0532. If you have an ae.com® account, your login remains the same. If you need to create an account, use the email address you used to sign up for the Real Rewards program. Having trouble accessing or updating your account? Contact Customer Service by calling 1 (800) 340-0532 or CHAT with us.
What if I need to update or change the information on my Real Rewards program account profile?
Get the most from your membership by ensuring your information is up-to-date! Simply log into your account to edit your email address, mailing address, payment info, email preferences, and more.
Why should I download the AEO | Aerie Mobile App?
Downloading the AEO | Aerie Mobile App allows you to easily track your points balance, access your member account barcode, and have your rewards available right in the app as you shop in stores and online!
How do I cancel my Real Rewards program membership?
Real Rewards program membership can be canceled at any time by calling Customer Service at 1 (800) 340-0532.
I closed my account previously, but now want to re-open it. What should I do?
Welcome back! It’s easy to sign up again by simply re-enrolling in the Real Rewards program. You’ll need to use a previously unused email address to create a new account. As a new member, you will start to earn points and receive program benefits again. Note that any points you had in a prior closed account will not be transferred to the new account.
I was a member of the AEO Connected loyalty program (the “AEO Connected program”). Do I have to do anything different to participate in the new Real Rewards program?
Nope! If you were previously an AEO Connected program member, you are automatically enrolled in the new Real Rewards program! All your existing points and rewards have moved with you. You can start participating in the new program right away!
Can I stay in the AEO Connected program?
Unfortunately, no. Beginning on June 22, 2020, the Real Rewards program will fully replace the AEO Connected program. Points and rewards will no longer be earned or received under the AEO Connected program. Final AEO Connected dollar rewards will be sent on 6/21 and final AEO Connected free bra and jean rewards will be sent on 7/1. But don’t worry – amazing benefits are headed your way!
Will my last active AEO Connected reward certificate still work in the new Real Rewards program?
Absolutely! You will still be able to use any active AEO Connected program reward certificates in the Real Rewards program (subject to the terms and conditions on the certificate) and you will earn points in the Real Rewards program for what you spend starting on June 22, 2020. Final AEO Connected dollar rewards will be sent on 6/21 and final AEO Connected free bra and jean rewards will be sent on 7/1.
Why are jean and bra rewards going away?
We’re removing jean and bra rewards to make way for what you’ve told us you want: more flexible rewards you can use on whatever you want. That means jeans and bras, yes, but also tees, hoodies, joggers, sweaters, leggings, swim, undies…you get the idea.
Will I still earn jean and bra credits and rewards?
No, you will no longer earn credits toward, or rewards for, free jeans and bras purchased after June 21, 2020. However, you’ll still earn points on all your jean and bra purchases, and you’ll be able to use those points on whatever you want! Purchases made after 11:59:59 p.m. EDT on June 21, 2020 will not earn credits or rewards toward free jeans or bras. But we promise, the Real Rewards program has many other exciting benefits in store for you!
What happens to the jean and bra credits I’ve earned?
As of 12:00:00 a.m. EDT on June 22, 2020, jean and bra credits will no longer hold any value toward a free jean or bra item. But it’s okay – we’ve made it even easier to earn and redeem points, so you can redeem rewards on any product category of your choosing!
You can still earn a jean or bra reward if you reach five jean or bra purchases on or before June 21, 2020. If you have questions about when you will receive that reward, please call Customer Service at 1 (800) 340-0532.
When will I get my last free jean or bra reward, if I earned one?
Hold tight, it can take up to 3 weeks after June 21, 2020 for your reward to appear in your ae.com account and on the AEO | Aerie Mobile App.
How do I get points for my purchases?
Points are earned for qualifying purchases made at all U.S., Canada or Puerto Rico American Eagle Outfitters stores, Aerie stores, OFFL/NE by Aerie stores, AEO Factory stores, Aerie Factory stores, through online transactions at ae.com (including purchases made through the AEO | Aerie mobile app), and via direct phone orders.
When buying in-store, just make sure to let the associate know you are a member – you can show your rewards card on your mobile phone or the associate can look you up with your phone number, email address, or your last name and ZIP code. When you’re buying online (including online transactions at ae.com and purchases made through the AEO / Aerie mobile app), be sure to log into your ae.com account profile before you complete your purchase. When making a direct phone order, be sure to provide your rewards number, email address or phone number to identify your account and associate it with your purchase.
How many points do I earn with the Real Rewards program?
As a Real Rewards program member, you earn points for every qualifying $1 spent, rounded to the nearest dollar.
- Level 1 members earn 10 points per $1;
- Level 2 members earn 15 points per $1;
- Level 3 members earn 20 points per $1.
As an added bonus, you’ll also earn 2x points on every jean purchase! This includes full-price, sale, and clearance jeans, but excludes third party and all other denim items, such as jackets, skirts, shorts, and shirts.
See Tier Status for more details on Levels and all the great program benefits!
What’s a qualifying purchase for earning points?
When purchasing in-store, online, or over the phone, the qualifying amount for earning points is the transaction subtotal for merchandise, excluding gift card purchases or charitable items, after any discounts or rewards have been applied, and before sales or other taxes, state fees, and shipping charges. But don’t worry – you’ll still earn points if you pay for your merchandise with a gift card! Purchases made at www.toddsnyder.com, Todd Snyder stores, Tailgate stores, or online outside of the U.S. or Canada are not eligible for points earning.
Do I earn points for my online purchases?
Yes! You earn the same number of points whether you shop in-store at American Eagle Outfitters, Aerie or OFFL/NE by Aerie, on the AEO | Aerie Mobile App, or online at AE.com or Aerie.com. Just be sure to log into your ae.com account before you complete your purchase.
Are there other ways to earn points?
Yes! Be on the lookout for seasonal points promotions on your favorite styles at AE, Aerie and OFFL/NE by Aerie! Make sure to regularly check your emails, our website, and the AEO | Aerie Mobile App to see what other opportunities we might offer to earn points.
How do I report missing points/purchases if I forget to give my membership information?
You can request points and credits for a missing purchase by going on the website and filling out the Missing Points form. You can also fill out the form in the AEO | Aerie mobile app or call 1 (800) 340-0532. In order to request missing points, you must have your in-store receipt or online order info handy. You can request credit for any transactions that are missing from your account within 60 days of the original purchase date.
If you’re new to the Real Rewards program, you can request credit for transactions made within 7 days prior to the day you enrolled in the program, as long as you request them within 60 days of the original purchase date.
I made a purchase, but my points are not in my account. Where are they?
Points usually post to your account very soon after your purchase. For in-store purchases, you should see your points within 24-48 hours after your purchase. For online orders, points do not display until after the purchases have shipped. You should see those points reflected within 24-72 hours after your entire order has shipped.
What happens if I make a return?
The points you earned from that purchase will be deducted from your Real Rewards program account. If you return a purchase after you have already earned a reward for it, your points balance may fall below zero.
How do I keep my account in good standing?
It’s easy – keep making purchases! Points earned will not expire as long as at least one qualifying purchase is made in a 375-day rolling period. If no qualifying purchase is made, all points will expire. Your account will be considered inactive until the next time you make a purchase.
My account was inactivated. What now?
You can always reactivate your account and start earning points again when you make a new purchase!
What are Levels?
The Real Rewards program has tiers based on how much you spend, and we call them Levels. The more you spend, the higher your Level, and the higher your level, the faster you earn!
- Everyone starts in Level 1 – no minimum spend!
- Spend $150 or more in a calendar year and you’re in Level 2!
- Spend $350 or more in a calendar year and you’re in Level 3!
Real Rewards program members will earn faster at higher tiers.
- Level 1 members earn 10 points per $1.
- Level 2 members earn 15 points per $1.
- Level 3 members earn 20 points per $1.
What other benefits do I get in my Level?
All members receive an exclusive birthday offer to use during their birthday month. Level 1 members get an extra 15% off, Level 2 members get an extra 20% off, and Level 3 members get an extra 25% off. Additionally, Level 3 members are also eligible for free standard shipping (and free returns) to U.S., Puerto Rico, and Canada on purchases made at AE.com and Aerie.com and in the AEO | Aerie mobile app.
How do I use my free standard shipping benefit?
Level 3 members can simply log into their Real Rewards program account when shopping online or through the AEO | Aerie Mobile App, and will see free shipping automatically applied at checkout.
I’ve spent enough to reach a new Level. What happens next?
Congrats! Expect to see your elevated Level and status benefits within 15 days after your qualifying transaction has posted. Starting with your next purchase (i.e., your first purchase after reaching your new Level), you’ll be earning at the expedited rate and receive exciting new benefits.
How long am I in my new tier after spending enough to reach it?
Your new tier status will be good to the end of the year and for the next calendar year as well! For example, if you become a Level 2 member in August 2020, you will keep your Level 2 status through December 31, 2021. To maintain your status, you will have to requalify each year by spending the same amount for that Level.
How do I earn a reward?
For every 1,250 points earned, you’re eligible for a $5 reward! These rewards are issued in $5 increments, from an initial $5 up to a $60! Based on your points, it’s possible to receive more than one dollar-off reward at a time.
When will I get my reward?
Rewards are automatically generated and usually issued at least monthly. You should typically receive your reward within 15-21 days after you reach 1,250 points. Rewards are sent directly to your email address, so make sure your email address on file is up-to-date! You can also access your rewards by logging into your account at ae.com or via the AEO | Aerie Mobile App.
How do I access my rewards?
Once you have earned a reward it will be sent to you via email and/or text, depending on your preferences. Your rewards are also available in your online account, so be sure to log in at ae.com or via the AEO | Aerie Mobile App to access your rewards.
Birthday offers are sent at the beginning of your birthday month, watch for it in your inbox! Your birthday offer is also available at ae.com or via the AEO | Aerie Mobile App.
How do I redeem a reward?
If shopping in stores, just show the email, app, or your text with your reward in it to your store associate from your phone – or you can print it out if you prefer. If you’re purchasing online or in the app, be sure to log in, and any available rewards will appear right at checkout for you to easily apply! You can also enter the reward code into the promo code box when you check out.
Remember that your reward is intended just for you – the person who earned it! And be sure to use it before it expires. You’ll have 60 days to use it once it’s issued.
Where can I use my reward?
Rewards can be redeemed in any U.S. (including Puerto Rico) or Canada, American Eagle Outfitters stores, Aerie stores, OFFL/NE by Aerie stores, AEO Factory stores, or Aerie Factory stores, at ae.com or aerie.com or via the AEO | Aerie Mobile App. Rewards cannot be redeemed in Tailgate stores or Todd Snyder stores and are not valid for previously purchased merchandise, gift cards, charitable items, or third party merchandise.
Can I use my reward with other offers?
Yes! Rewards can be used with other offers including other dollar-off rewards!
Will my reward expire?
Yes, rewards will expire 60 days after they are issued.
I deleted my emailed reward before I could use it. What can I do?
Not to worry! Your reward is emailed, but you can also find it in your ae.com account and the AEO | Aerie app. Simply log in to find your rewards!
My reward expired before I could use it. Will you still honor it?
Unfortunately, no. Once rewards expire they can no longer be redeemed.
Rewards are valid for 60 days after they are issued so be sure to check your inbox, your ae.com account, or the AEO | Aerie Mobile App to access your rewards.
Can I get cash back for any unused rewards?
No, rewards have no cash value, so no cash can be given for any remaining balance not spent.
Help! I’m missing a reward! What do I do?
No worries! If you think you’re missing rewards, please call Customer Service at 1 (800) 340-0532 and they can check your account to see if you have any available or pending rewards.
My birthday is this month, but I never received my birthday offer. Can I still get one?
Birthday offers are sent at the beginning of your birthday month. Make sure to watch out for it in your inbox and be sure to log in at ae.com or via the AEO | Aerie Mobile App to access this special offer. If you signed up after the 1st of your birthday month or if you are still running into issues, please call Customer Service at 1 (800) 80340-0532 and they’ll help you out.