FAQS

Retailers accept any form of payment at their discretion. We have found that our customers have been most successful in using the electronic gift cards at major online retailers like Amazon, Walmart, Best Buy etc.

Typically, it takes 5-7 business days to issue your card. Please make sure to check your junk & spam folders and if the card still has not been issued past this time, please contact our support line: 1-855-342-6924 or email help@mycardholdersupport.com

Once you redeem your points for either a retailer or e-Mastercard, your Barks ‘n’ Purrs Club reward will be issued to you. Once issued, it cannot be changed, exchanged, or returned so please make your selection carefully!

 It is possible that the vendor you are trying to use the e-Mastercard with does not accept that as a form of payment. If this is the case, please try another vendor that accepts e-Mastercard. This is the choice of the individual vendor and cannot be controlled or tracked by the Barks ‘n’ Purrs Club.

Most online vendors in Canada accept e-Mastercard payments but not all of them. This is the choice of the individual vendor and cannot be controlled or tracked by the Barks ‘n’ Purrs Club. If you encounter a vendor online that does not accept e-Mastercard, feel free to try another vendor or contact Mastercard’s support channels!”

 Once issued, your e-Mastercard details are unique to you and your responsibility to manage. The Barks ‘n’ Purrs Club cannot replace, change or re-issue any e-Mastercard details once issued. 

Only one program can be applied for one line on an invoice. We do have a variety of joint programs with multiple products available with more points for bundle buying available. 

The most common reason is that the size of your photo is too large. To fix this, try taking a photo at a lower resolution to help limit file size.

Unfortunately, you can only redeem your free product at the veterinary clinic you are registered at in your profile. If you attempt to redeem free product at other locations, your redemption will be rejected. 

Please reach out to your clinic and let them know. The clinic may have undergone a name change recently or it is a new clinic, and it sometimes takes time to update the system fully.

Once your coupon is issued, it is up to you to redeem it at your registered clinic. Please make sure you use your coupon within the applicable time period; as the Barks ‘n’ Purrs Club cannot replace or change your coupon once issued.

Your Barks ‘n’ Purrs Product and Rebate points remain accumulated in your account and will only expire after 18 months of account inactivity.

Only select Elanco brands are included in the Barks n Purrs Club. Please make sure your receipt shows the applicable Elanco brands to be eligible for points.

The Elanco Barks ‘n’ Purrs Club supports the prescribing practices of Canadian Veterinarians. If you have purchased and uploaded your receipts outside the rolling 60-day purchase window, the validity of your prescription may have changed, and we can no longer support your particular upload. 

The Elanco Barks ‘n’ Purrs Club has changed to an online-only platform and can only accept digitally uploaded receipts. Please make sure you are submitting valid receipts in order to make sure you receive the correct number of points!