Rewards and Points Policy
Last updated: September 5, 2026. This policy explains how FANAUE members earn, use, keep, and receive adjustments to points and membership ranks.
1. Scope and relationship to our other policies
This Rewards and Points Policy applies to FANAUE member points, cumulative and available balances, membership ranks, review rewards, reward-store redemptions, and points adjustments connected with cancellations or refunds. It forms part of our Terms of Service. Our Privacy Policy, Shipping Policy, and Return and Refund Policy continue to apply to the personal information, delivery, returns, and cash-refund parts of your order.
2. Account eligibility
A purchase can earn points only when the order is connected to a registered FANAUE account. Guest orders do not automatically earn points and points are not added later just because a guest creates an account. Reward-store products can be redeemed only by a signed-in member.
Points belong to the member account that earned them. They cannot be sold, transferred, exchanged for cash, or combined with another account. You must use one personal account and must not use duplicate accounts, automation, false orders, or other activity intended to obtain points improperly. If you submit a review anonymously, only the public name is masked; any eligible review reward still belongs to the account attached to the order.
3. Understanding your two balances
Cumulative points
Cumulative points, also shown as Total points, are your net lifetime points after eligible earnings, refund reversals, and other corrections. They determine your membership rank. Redeeming a reward does not reduce cumulative points.
Available points
Available points are the balance you can currently spend in the reward store. Earnings increase this balance, while reward orders reduce it. A canceled reservation, an eligible reward refund, or a correction may increase it again. A points transaction can take a short time to appear after payment, a review, a cancellation, or a refund is completed. Points history shows the final ledger values.
4. Points from purchases
For a paid USD order connected to your member account, you earn 10 whole points for each eligible US dollar. Fractional points are rounded down. Failed, canceled, guest, non-USD, and zero-eligible-value orders do not earn purchase points.
Discounts and coupons reduce the amount eligible for purchase points. For an ordinary order, FANAUE uses the final eligible amount recorded by the checkout system. In a mixed order, only the paid amount for ordinary store items and the shipping share allocated to those items are eligible. The points, cash amount, and shipping share allocated to reward-store items never earn purchase points.
Purchase points are credited after payment is confirmed. Creating a pending-payment order does not by itself create purchase points.
5. Points from reviews
An eligible ordinary product review earns 20 points. A review with at least one successfully saved product photo earns 50 points. Each shipped order item can receive a review reward only once. Reward-store products currently do not qualify for review points.
The reward does not depend on whether the rating or opinion is positive or negative. Reviews must describe your genuine experience and must not be fabricated, duplicated, manipulated, or submitted without the right to use the content. A special campaign may use a different reward when its own terms clearly say so.
6. Membership ranks
Membership rank is based on cumulative points, not available points. Spending points in the reward store does not move you backward. A purchase refund or points correction can reduce cumulative points and may return your rank to the threshold that matches your revised balance.
| Level | Rank | Minimum cumulative points |
|---|---|---|
| 1 | Feather | 0 |
| 2 | Tusks | 3,000 |
| 3 | Bear Paw | 9,000 |
| 4 | Stag | 30,000 |
| 5 | Ram | 80,000 |
A reward product may require a minimum rank. The requirement shown on the product page and at checkout is the requirement that applies to that purchase.
7. Reward-store redemption
A reward product may require points only or both points and a cash payment. The product, SKU, points amount, cash amount, minimum rank, and inventory available at checkout are the final values for the order. Shipping, tax, and any cash payment are shown before you submit the order.
Reward products do not participate in ordinary-store coupons, promotions, or discounts unless a reward campaign expressly says otherwise. When you submit a reward order, the required available points are reserved. After successful payment the reservation is consumed and is not charged a second time. If an unpaid order is canceled or closed under the order rules, an unused reservation is released back to your available balance.
An order cannot be submitted when the balance, required rank, inventory, product status, or reward-store availability does not pass the final server check. If the reward store is temporarily paused, your account balance remains in your account while redemption is unavailable.
8. Cancellations, returns, and refunds
Canceling an unpaid reward order releases its reserved points and does not add cumulative points. For a reward-product refund, FANAUE uses the points saved on the original order and the quantity actually refunded. After the cash refund succeeds, or a zero-cash refund is confirmed, those points return to available points only; they do not increase cumulative points or membership rank.
A refund of ordinary merchandise can reverse the purchase points originally earned from the refunded amount. Cumulative and available balances may be adjusted, but they will not be shown below zero. The return window, cash refund method, shipping responsibility, and processing time are governed by our Return and Refund Policy.
9. Expiration and account closure
While your member account and the points program remain active, points do not expire solely because time has passed or because you have not used the account. If you delete or permanently close your account, unused points are forfeited and cannot be transferred or exchanged for cash.
If FANAUE later introduces an expiration rule, it will not silently apply to existing points. We will publish advance notice and any required transition arrangement, except where an immediate action is required for law, security, fraud prevention, or a material system error.
10. Corrections, misuse, and program changes
We may correct duplicate awards, calculation errors, technical errors, chargebacks, refunds, false orders, false reviews, duplicate accounts, or automated abuse. We may temporarily restrict points activity while we investigate suspected misuse. We will not remove a review reward merely because a genuine review is negative.
We may change future earning rates, rank thresholds, reward products, inventory, or campaign terms. Material changes will be communicated through the policy page or another reasonable notice method. If the points program is permanently ended, we will provide reasonable notice and a redemption arrangement where legally and operationally feasible. Nothing in this policy limits mandatory consumer rights under applicable law.
11. Contact us
Customer service email: service@fanaue.com
Phone: +1 (917) 450-8465
Hours: Monday–Saturday, 9:00 AM–6:00 PM China Standard Time (GMT+8)
We normally reply within 2 business days.
Terms of Service · Return and Refund Policy · Privacy Policy · Shipping Policy
