FAQs
WHAT IS PAMPERED POOCH HOTEL?
Pampered Pooch Hotel is the vacay every dog's dreams of. All your desires come true before you even think of them. It's our way of saying "thank you". There are 3 levels in The Pampered Pooch Hotel. Starting at the The Parkside Suite and moving up to The Penthouse, to unlock each level you need to do three things: earn points, review products and refer friends. By earning Pooch Stars you will receive exclusive offers, perks, discounts and much more. All dogs deserve a pamper at the Pampered Pooch Hotel!
CAN ANYONE CHECK IN TO THE PAMPERED POOCH HOTEL?
All breeds, shapes, ages and sizes of fur can check in to the Pampered Pooch Hotel. Just get your human to help you.
HOW DO I GET CHECKED IN?
To check in to the Pampered Pooch Hotel, click “Create an account”. To avoid spelling mistakes, be sure your humans do the typing. Once completed, you will see your dashboard you are able to activate the programme, click that and the concierge will welcome you to participate in all the activities we have prepared for you to earn Pooch Stars.
WHAT ARE POOCH STARS?
Pooch Stars are like dollars, but for fur babes to use. You can use them to redeem your rewards, exclusive offers and discounts. Pooch Stars are what you need to move up in suites and get the rewards that you deserve.
HOW CAN I SPEND MY POOCH STARS?
It’s simple, click on the “Rewards” tab, and you will see the list of all discounts and perks you can redeem with your Pooch Stars.
HOW CAN I EARN POOCH STARS?
You can earn Pooch Stars by completing actions listed in your rewards account. Just click on the Rewards account to see the list of Pampered Pooch festivities available for you to take part in.
WHERE DO I CHECK MY POOCH STAR BALANCE?
You can check your Pooch Star balance by checking in to the Pampered Pooch Hotel account.
HOW DO I RECEIVE MY REWARDS?
It's called room service pooch; all the fantastic rewards will be delivered straight to you via email. So make sure your details are correct, and you've checked your junk mail. Any issues, please bark out to us!
DOES MY POOCH STARS EXPIRE?
Luxury can't last forever; if left untouched for 12 months, your Pooch Stars will expire. But don't worry; we will give you a heads up before it's too late, so you don't miss out.
WHAT MAKES A 'SUCCESSFUL REFERRAL'?
You refer a friend through the Pampered Pooch Hotel dashboard via the 'refer a friend' button. They then must enter their email via the unique link sent to them which sends one email with a discount code. They then must purchase using the code in the email at checkout. Remember, they have to be a new customer and purchase a minimum $30 worth of product, unless there is a current offer that stipulates otherwise.
I'VE SHARED FUR LOVE WITH A FRIEND, BUT WHY HAVEN'T I RECEIVED THE $10 VOUCHER?
You must refer your friend through the Fur Love refer a friend in your dashboard once checked-in. You will receive the voucher once your friend has made a purchase using the unique link you send them.
WHAT IS THE PENTHOUSE SUITE?
The views and service couldn't be better in The Penthouse Suite; you've hit the Pampered Pooch Hotel cloud nine BABY. Welcomed with a Full-Sized Gift and showered in love, this level has endless perks. First, cash in $30 for every 700 Pooch Stars earned. Then, enjoy a one-on-one consult for that custom Fur Love Routine you've been waiting for. Did we mention you will be part of upcoming releases? You are indeed part of the Fur Love family up here. Be invited to exclusive events that only you and fellow Penthouse Pooches will be asked to.
WHAT IS THE POOLSIDE SUITE?
Get ready for the pool party of the year! Of course, all the treats from the Parkside Suite are included, but this is where the fun starts. You can cash in a $15 store credit for every 450 Pooch Stars earned. So get your tan on while hitting the pool bar, as you will also be receiving a Deluxe Mini Product Gift.
WHAT IS THE PARKSIDE SUITE?
The first big adventure always involves a park outing, so it makes sense for every pooch to start here. Grab that picnic blanket & favourite ball to enjoy early access to new arrivals and sales. Get muddy and frolic in the long grass carefree on 'Double Pooch Star' nights when you can earn double the amount of Pooch Stars for your purchases. Bark like crazy to other fur friends, and both get $10 when you successfully refer them. For each Birthday, pooches will receive a gift in their inbox because every year with a fur babe is an absolute gift.
I REACHED A SUITE THAT GIFTS A FREE PRODUCT TO ME, BUT I HAVEN'T RECEIVED IT?
Congratulations on your upgrade pooch! Bark at our team via info@thefurlove.com if you are waiting on your free gift still.
WHY AM I NOT RECEIVING ANY EMAILS ABOUT PAMPERED POOCH HOTEL?
It's normal for those paw digits to enter the wrong details. Get your human to check your details are correct under the 'your account details' section in the dashboard. Don't forget to check your junk mail; if all fails, get in touch.
HOW DO I LEAVE A PRODUCT REVIEW?
Product reviews are only accessible to customers after they purchase a product through our website. You will receive an email after receiving your order and hopefully have had the chance to pamper yourself. Just keep an eye out for on your inbox.
CAN I REDEEM MY DISCOUNTS AT STORES WHERE FUR LOVE IS SOLD?
No, the Pampered Pooch Hotel is only at www.thefurlove.com. Not to be used in conjunction with any other offer.
I PURCHASED SOMETHING BUT DIDN'T RECEIVE ANY POOCH STARS. WHAT'S GOING ON?
Pooch stars are only rewarded to pooches who have signed up to the Pampered Pooch Hotel. Contact our team if you believe you have checked in or should have more points than you currently do.
HOW DO I RESET MY PASSWORD?
Select 'Forgot your password' on the account check-in page and follow the instructions.
I AM ALREADY A CUSTOMER OF FUR LOVE. DO I NEED TO JOIN? ARE MY PREVIOUS PURCHASES INCLUDED?
We understand some pooches prefer the do not disturb room service, so you will still need to sign up for the Pampered Pooch Hotel, so we know you're up for us to email you for your rewards. To ensure your past 12 months of Fur Love loyalty don’t go unnoticed, send us a quick email so we can update your Pooch Stars.
Pampered Pooch Hotel Loyalty Programme
Terms and Conditions
The Fur Love Pampered Pooch Hotel is Fur Love’s exclusive reward programme, that offers benefits to our customers worldwide.
This program is managed by Fur Love LTD (NZBN 9429047035140) (“we” or “us”) for the benefit of its customers (“Customer” or “you”) by opting in to The Pampered Pooch Hotel, you agree to the below Terms & Conditions as well as our Privacy Policy. Please read these carefully before you opt into the programme.
Opting in to the programme is automatic upon: the creation of a customer profile by providing personal information for the Fur Love database, online via the programme sign-up box on thefurlove.com
When we refer to Fur Love (or we or us) in these Terms & Conditions, we mean The Fur Love Ltd, NZBN 9429047035140.
1. Who can join the Pampered Pooch Hotel?
a. To join the Pampered Pooch Hotel, you need to provide us with your email address (we can only open one account linked to an email address). The benefits of Pampered Pooch Hotel will be available to you only in relation to purchases and other actions you make on our website using this email address.
b. If you are under the age of 18, you must have your parent or guardian’s approval to join the Pampered Pooch Hotel programme. Your parent or guardian will need to read these Terms & Conditions, along with our Privacy Policy
c. If you are a Fur Love team member or eligible for a Fur Love corporate discount or family discount, you are not eligible to join Fur Love Pampered Pooch Hotel.
2. Joining the Pampered Pooch Hotel
a. Joining the Pampered Pooch Hotel is easy. You can join by:
i. Clicking “Create an account” on the Fur Love Pampered Pooch Hotel account website.
b. Remember, if you are under the age of 18, you must have your parent or guardian’s approval to join the Pampered Pooch Hotel. Your parent or guardian will need to read these Terms & Conditions. We will assume if you are under 18 when you join, that you have complied with these requirements.
c. Joining is free there are no fees to continue as a member. But, to earn any rewards, gifts, benefits or offers, referred to as Rewards, you will need to purchase Fur Love products or complete actions listed in your rewards account as explained in these Terms & Conditions.
3. Benefits of joining Pampered Pooch Hotel
a. The benefits you receive depend on the amount of Pooch Stars you have earned and which Suite you have reached within the programme.
b. The benefits offered to members may occasionally change. We publish details of the current Benefits of the Pampered Pooch Hotel Page on the Fur Love website and within our FAQs page. Please make sure that you check the Fur Love website from time to time so that you know what Benefits may be available to you.
c. If we make changes that will reduce your Benefits, we will provide advance notice on the Fur Love website. We will try to provide at least 30 days' notice, but sometimes the notice period might be shorter than this. This means you will have a period of time to redeem any benefits before the change takes effect.
4. How Pampered Pooch Hotel works
a. You attain Pooch Stars by purchasing products or earn Pooch Stars by completing actions listed in your rewards account. Just click on the 'Earn Points' tab in your account to see the list of Pampered Pooch festivities available for you to take part in.
b. The more pooch stars you earn, the more rewards you are eligible for. It’s simple, just click on the “Rewards” tab in your account and you will see the list of all discounts and perks you can redeem your Pooch Stars for.
5. What do you need to do when making a purchase?
a. Please make sure you log into your Fur Love account to make sure that your purchase is included in your Pampered Pooch Hotel spend. Make sure you use the same email address you provided when you created your account. Guest checkout purchases through our online store will not contribute to your Pampered Pooch Hotel status and cannot be added at a later time after you have made the purchase.
6. Restrictions that apply to your Pampered Pooch Hotel membership.
a. You can only have one Pampered Pooch Hotel membership and cannot transfer your membership or your Pampered Pooch Hotel spend to anyone else. This means that you also cannot accept anyone else's Pampered Pooch Hotel spend.
b. Pampered Pooch Hotel Pooch Stars have no cash or monetary value and cannot be taken or transferable or exchangeable as cash or equivalent. Benefits cannot be exchanged for other Fur Love products.
c. If you think you have more than one Pampered Pooch Hotel membership, please contact our support team via the Contact Us page on the Fur Love website. If you do have more than one membership, we may be able to merge those memberships for you.
7. Redeeming your rewards
a. Rewards are not transferable and cannot be redeemed or exchanged for cash or the equivalent.
b. Any rewards you are entitled to redeem, will depend on the amount of Pooch Stars available on the day. Pooch stars rewarded have an expiry of 12 months unless more earned prior to 12 months. We will notify you of the reward you may redeem either by email (if you accept to receive email notifications from us) or you may see them on your Pampered Pooch Hotel account. Pampered Pooch Hotel members who have opted out of receiving our email communications will not be notified of rewards by email, but you are still eligible to use and redeem rewards.
c. Any reward that you are entitled to as a Pampered Pooch Hotel member may be subject to specific terms and conditions. All terms and conditions, including expiry dates, will be communicated to you at the time of reward notification.
d. All rewards are subject to availability. Fur Love is not liable for rewards not being available for any reason.
8. Fur Love's liability in respect of Pampered Pooch Hotel
a. We do not make any representations and warranties to you in relation to Pampered Pooch Hotel, the reward or the value of membership of Pampered Pooch Hotel, other than the representations and warranties we cannot exclude as a matter of law.
b. We exclude all liability to you in relation to your Fur Love Pampered Pooch Hotel membership and the rewards other than any liability we cannot exclude as a matter of law.
c. If we cannot exclude our liability to you in relation to Pampered Pooch Hotel and the rewards, then, to the extent permitted by law, our liability to you will be limited to the re-suppply or any relevant rewards that you are entitled to as a result of your Pampered Pooch Hotel membership.
9. Change of details
a. You will need to inform us of any change to your name, address, contact number or email address. You can do this by logging into your account of the Fur Love website or contacting us via the "contact us" page on the Fur Love website. Unless you do this by logging into your account, you must also provide acceptable identifiable information to change your member details.
b. Fur Love is not responsible if you do not notify us of any change of details, which may result in you not obtaining any reward or the loss of rewards.
10. Opting out of communications
a. If you would like to opt-out of communications from us, you can click on the "unsubscribe" link at the bottom of any email you receive from us.
b. You will have to opt-out of communications for the Pampered Pooch Hotel emails via the "unsubscribe" link at the bottom of those emails.
11. Terminating your membership
a. If you would like to terminate your Pampered Pooch Hotel membership, you can do so by contacting us via the "contact us" page on our website.
b. If your Pampered Pooch Hotel membership is terminated, you will no longer be entitled to accrue any rewards or benefits from the Pampered Pooch Hotel.
c. We may also terminate your membership without notice if we think you have breached these Terms & Conditions.
d. We are entitled, if we determine to do so, to terminate your Pampered Pooch Hotel membership at any time by providing you with at least 30 days' notice. We may terminate your membership without notice if you do not use your membership for a long period of time and, as a result, we believe you are no longer a Fur Love customer.
12. Changes to the Terms & Conditions
a. We keep these Terms & Conditions on the Fur Love website, so it is easy for you to access them.
b. We try not to change the Terms & Conditions too often, but sometimes we need to, for example, if the law changes. If we do need to make a change to our Terms & Conditions, we will put the updated version on the Fur Love website straight away. We will also put a notice on the Fur Love website if when we make significant updates, so you will know this has happened.
c. If you continue to use your Pampered Pooch Hotel membership after we change these Terms & Conditions, you will be deemed to have accepted the changed Terms & Conditions.
13. How to Contact Us
a. If you have any questions, or if you have any concerns or a complaint about Pampered Pooch Hotel, please contact us. You can do this by using the "Contact Us" page on the Fur Love website.
14. Governing Law
a. These Terms & Conditions are governed by the laws of New Zealand.
These Terms & Conditions were last updated on 19th April 2023.
Pampered Pooch Hotel Room Service - Gift Box Drop
Terms & Conditions:
1. Eligibility:
1.1. Participation in the Rewards Program is limited to individuals who have achieved Level 2 Poolside Suite or Level 3 Penthouse Suite status in our program.
1.2. To qualify for the gift box, you must be a Level 2 Poolside Suite or Level 3 Penthouse Suite member at the time the gift box is offered.
1.3. You cannot earn a higher level in the program after the gift box offer has been sent and then request the gift box for that period.
2. Gift Box Offer:
2.1. The Company will provide Level 2 and Level 3 members with an opportunity to receive a gift box twice a year. The exact timing of these offers will be determined by the Company and is subject to change from year to year. The Company will communicate the timing of these offers to eligible members.
2.2. To receive the gift box, you must make a minimum online purchase of $25 using a discount code provided to you via email by a specific date as communicated in the email.
2.3. The gift boxes are subject to limited stock availability, and they will be provided on a first-come, first-served basis.
3. Redemption:
3.1. To redeem the gift box, you must follow the instructions provided in the email, including using the designated discount code during checkout and meeting the minimum purchase requirement.
3.2. The Company reserves the right to modify or cancel the gift box offer at any time, with or without notice.
4. Limited Stock:
4.1. Gift boxes are available in limited quantities, and once the stock is exhausted, the offer will no longer be available, even if you meet the eligibility criteria.
4.2. The Company is not responsible for any unavailability of gift boxes due to stock depletion.
5. General Terms:
5.1. The Company reserves the right to amend, modify, or terminate the Rewards Program or these Terms at any time without prior notice.
5.2. The Company is not liable for any technical issues, delays, or errors in the delivery of emails or the processing of online orders that may affect your ability to participate in the program.
5.3. The gift box is non-transferable, non-exchangeable, and cannot be redeemed for cash or other items.
5.4. The Company is not responsible for any loss, damage, or delay in the delivery of the gift box.
5.5. By participating in the program, you agree to abide by these Terms and any additional rules or conditions that may be communicated to you via email or on our website.
5.6. These Terms are subject to change at the discretion of the Company, and any updates will be posted on our website.
Pampered Pooch Hotel Competition - 1st - 10th September
Terms & Conditions:
1. Eligibility:
1.1 The "The Fur Love" Online Competition (hereinafter referred to as “PPH Competition") is open to individuals who meet the following criteria:
1.1.1 Participants must sign up for "The Fur Love" Rewards Programme on the website www.thefurlove.com between 07:00am September 1st, 2023 NZT, and 11:59pm September 10th, 2023, inclusive (the “PPH Competition Period").
1.1.2 Participants must not be existing members of "The Fur Love" Rewards Programme - Pampered Pooch Hotel.
1.1.3 Participants must be at least 18 years of age at the time of entry.
1.1.4 Participants must be residents of New Zealand.
1.2 By participating in this PPH Competition, participants agree to abide by these Terms and Conditions and all decisions made by "The Fur Love" in connection with the PPH Competition, which shall be final and binding.
2. PPH Competition Prize:
2.1 The PPH Competition prize consists of a year's worth of shampoo, masks, and flea treatment products for dogs. The specific products and quantities and distribution timing will be determined by "The Fur Love.”
2.2. Flea treatment product is dependent on winners dogs weight and preference for administering (oral tablet or spot-on treatment).
2.3 The prize is non-transferable, non-exchangeable, and has no cash value.
3. Winner Selection:
3.1 One (1) winner will be selected at random from the pool of eligible participants who signed up for "The Fur Love" Rewards Programme - Pampered Pooch Hotel during the PPH Competition Period.
3.2 The winner will be notified via the email address provided during registration within seven (7) days of the PPH Competition's closing date.
4. Disqualification:
4.1 Participants found to be in violation of any of these Terms and Conditions will be disqualified from the PPH Competition.
5. Liability:
5.1 "The Fur Love" is not liable for any issues that may arise with the winner after using the flea treatment products provided as part of the prize. Participants are advised to read and follow the product instructions and consult a veterinarian if necessary.
5.2 For any additional liability issues not covered by this section, participants are encouraged to refer to "The Fur Love" general Terms and Conditions, which can be found on the website www.thefurlove.com, for further information.
6. Personal Data:
6.1 By entering the PPH Competition, participants agree to the collection, processing, and use of their personal data for the purposes of administering the PPH Competition and fulfilling the prize. "The Fur Love" will handle personal data in accordance with its Privacy Policy.
7. General Conditions:
7.1 "The Fur Love" reserves the right to cancel, terminate, modify, or suspend the PPH Competition for any reason without prior notice.
7.2 These Terms and Conditions constitute the entire agreement between the participant and "The Fur Love" regarding the PPH Competition and supersede all previous agreements and understandings.
7.3 The laws of the relevant jurisdiction governing this PPH Competition will apply, and any disputes will be subject to the exclusive jurisdiction of the courts of that jurisdiction.
By participating in "The Fur Love" Online PPH Competition, participants acknowledge that they have read, understood, and agreed to these Terms and Conditions.
Pampered Pooch Hotel Rewards Refer A Friend Challenge:
1-31 May 2023
For the month of May we are sharing the love – Successfully refer a friend (that hasn’t purchased on thefurlove.com before) and you’ll receive $15 off and your friend will also receive $15 off with their first purchase.
Plus, the Fur Love customer that successfully refers the most friends will win the Fur Love Toiletry Bag with three full sized products of choice. Offer is valid from 8am 1 May 2023 – 11.59pm 31 May 2023 NZST, members must be logged into their account to send their friends their unique referral link.
- Offer is only available for orders made via www.thefurlove.com (and its sub-domains).
- You must be part of Fur Love Pampered Pooch Hotel loyalty program in order to make a referral.
- A Referral is defined as a purchase made by a customer (the ‘referred customer’) through exclusively using another customer’s (the ‘referring customer’) unique referral link.
- If a referred customer does not use this unique link to make a purchase, this purchase will not count as a Referral.
- For a Referral to be successful it must:
a. Be a new customer to The Fur Love as matched on email address
b. Order value must be minimum $40, excluding gift cards / discount codes.
c. The friend must enter their email via the unique link sent to them by the referrer and use the code in the email sent to them at checkout.
- Referrals are subject to verification, The Fur Love may withhold the offer for a referral where it deems a customer has referred a customer under fraudulent or suspicious circumstances and/or are in violation of these Terms and conditions.
- When you provide your friends email address it will be used to send a link to your friend to enter their email address which will be sent one email with the discount code offer. The friend’s email will be subscribed into future marketing communications from The Fur Love unless they decide to unsubscribe to marketing communications.
- By providing the email address of your friend, you acknowledge you have obtained your friend's approval to share their email address for the purpose of receiving the offer from The Fur Love.
- Customers must already have joined Pampered Pooch Hotel and be logged in to their account to earn points and refer friends via their account dashboard.
- During the promotional period, members will get $15 off for each successful referral (instead of $10).
- Offer is valid from 8am 1 May 2023 – 11.59pm 31 May 2023 NZST. Discount codes are not transferrable or exchangeable and cannot be redeemed for cash.
- The customer that refers the most friends during the promotional period will receive the Fur Love Toiletry Bag with three free full sized products of choice.
- In the event of a tie of more than three customers who refer the most customers, we will draw a winner at random from the eligible pool of entrants.
- Offer cannot be used in conjunction with other discounts or promotions.
- Offer excludes Fur Love gift cards or discount codes.
- The Fur Love reserves the right to withdraw or amend the promotion at any time.