REFER A FRIEND
FAQ Guide

Have questions about the Refer A Friend program? You’ll find everything you need to know in the FAQ below so you can start seamlessly sharing Creative Memories with your friends and family!

ALL PARTICIPANTS

What is the Refer A Friend program?

The Refer A Friend program is a way that you can share your love of Creative Memories with friends and family who are new to us, i.e., they do not have an existing account with Creative Memories. When you refer new friends and family to CM and they complete a successful referral process, you'll both be rewarded with FREE shipping on us!

What rewards can I earn?

For every new friend who creates an account and places their first order through your referral link, you’ll earn an exclusive FREE shipping code and the friend you referred will too. If your last order was affiliated with an Advisor, that Advisor will earn commission on your new friend’s orders when they click through your referral link, and your new friend can remain affiliated to them as well for their future purchases.

How do I refer a friend? How does this work?

Sign in to your Creative Memories account and find the “Refer A Friend” link in the dropdown/left navigation of your My Account page.
On the Refer A Friend page you’ll find your personal link you can send to friends and family via Facebook, email, text and/or any social platform of your choosing.
When your friend clicks through your referral link and provides a qualifying email address to receive their special code, they can then create an account and place their first order (meeting the $20 retail product minimum; taxes do not count toward the $20 for US and CA).
Your friend will enter their code at the time of their first order to redeem their FREE shipping.
When your friend’s order is completed, you will receive an email with your code to redeem your FREE shipping.
At checkout (make sure cart has $20 or more of product — excluding taxes in the US and CA), you will apply the FREE shipping code in the discount code box and select the FREE shipping option at checkout.

Who is eligible to refer?

Creative Memories customers who have an account (and who are currently not CM Advisors).

Who is eligible to be referred?

Anyone who does not currently have a Creative Memories online account.

How do I track my referral status/know if my referral was successful?

You will receive an email notifying you when you have successfully referred a friend, informing you when your friend has placed their first order and you are eligible to redeem your reward.

What if the pop-up to verify a new qualifying email does not display?

Make sure your browser has its “block all cookies & pop-up blocker” disabled, and “3rd party cookies/cross-site tracking” enabled. Allow five to 10 seconds for the pop-up to load. Please follow this helpful link for details. If you still don’t see the pop-up, contact customer support: CustomerService@CreativeMemories.com (AU: CustomerServiceAU@CreativeMemories.com)

REFERRING CUSTOMERS

Is there a limit to how many people I can refer or how many rewards I can receive?

There is no limit to the number of people you can refer or the number of free codes you can receive. Note: Free codes are awarded when your friend creates a new account and orders $20 or more of retail product using your referral code. If the new friend signs up as an Advisor, the customer will get a code.

What conditions must be completed to earn the reward?

You must refer a friend or family member who provides an email address that is not attached to an existing Creative Memories account, and they must follow the link from your referral, create a CM account, place an order of $20 or more (tax does not count toward the $20 minimum for US and CA) and apply the code at checkout. It is advised the friend/family remain on the same device through the referral process to ensure you earn your referral code.

Where can I find my referral link or code?

Current customers can find their referral link by signing in to their CM account and selecting “Refer A Friend” in the dropdown/left navigation of their My Account page. New friends of Creative Memories will receive an email with a code dedicated to them when they meet their requirements.

Where am I allowed to share my referral code?

You can share your referral code with friends and family via email, text, Facebook or other social media sites. Note: Your friends will be directed to the CM site on which your account exists. You’ll want to limit sharing to friends and family in your country to avoid shipping restrictions on CM sites. CA customers are limited to Facebook share, but can share their personal Refer A Friend link to friends and family via personal email.

When I am sharing my referral link to multiple friends and family’s emails, how will I separate their email addresses?

Email addresses will need to be separated by a comma (with or without a space in between). If no comma is added, you will receive an error alert to share only to valid addresses.

I have not received a reward email after learning my referred friend placed an order. What could have happened?

You will want to check your spam folders. If you are in Gmail, please check your primary, social and promotions folders. If your friend created an account and placed an order on another device than used to click through the referral link and did NOT redeem their reward, the system will not be able to link the two of you, nor your Advisor to your referred friend. Please contact customer support: CustomerService@CreativeMemories.com (AU: CustomerServiceAU@CreativeMemories.com)

Can I share on both Facebook and email?

Yes, customers with accounts in the United States and Australia can share with new friends and family using Facebook, email and their unique Refer A Friend link in personal messaging. Please note: Due to CASL laws, we do not offer email sharing for customer’s with accounts in Canada at this time, but our Canadian customers can share their Refer A Friend link with friends and family using Facebook or personal email.

Why is email share unavailable in Canada?

CASL laws discourage the sending of commercial messages except in limited circumstances which include messages to friends who the sender is in regular contact with or close family members. At this time, we offer our Canadian customers the opportunity to share with their friends and family over Facebook or by copying their Refer A Friend link and sending it in a personal email.

My referred friend decided to join as an Advisor. Will I still get a referral code?

Yes, as long as they provided a qualifying email and created an account, their first order can be to join as an Advisor and count as a referral for you. Please note: Your friend won’t be able to redeem their code during sign up nor after they become an Advisor, but they will be getting free gifts and many perks as a new Advisor.

I received an email with my code for referring a friend successfully. I'm not familiar of the email of the friend.

It is possible your friend entered a qualifying email address to create an account and ordered with an address other than the address you used to send your referral link via email. Additionally, a friend of yours could have seen your post on Facebook or via text promoting the program and clicked through. The email they used to create their new account and place their first order will be the email you see.

When I choose to share my referral link through Facebook, it prompts a session for me to sign in to Facebook, but I am already logged in. Why is this happening?

You will need to sign in to post your shareable link if on a mobile phone that uses the Facebook app or on another device on a browser that is not currently signed in to Facebook. Seamless login requires deep linking, which is not available at this current time. However, we will continue to look into this functionality.

I have referral links in circulation, but have since signed up as an Advisor. What happens to these?

When your friends and family click on your referral link, you will now be their affiliated Advisor when they create an account and place their first order when they remain affiliated. You will still get the referral code, but will not be able to redeem it as an Advisor. But, you will be getting many perks as an Advisor, and if you get residual free shipping codes, you can pass those along to a customer or someone who has an existing account.

Is there an expiration date on my free shipping code?

Yes, you will receive a free shipping code once your referred friend has successfully placed their first order following the Refer A Friend link and chronological steps. You will have 62 days at this time to use your free shipping code.

What if I have multiple friends that I’d like to refer?

You can refer to as many friends as you’d like! The more shares, the more you can earn!

Do I have to use my referral code on my next order?

No, you can use this on any order of yours in the allotted 62 days of your code’s duration. We will send reminder emails alerting you 30, 10 and one day before expiration to ensure you make the most of your code.

Is there a maximum amount to meet free shipping (dollar value in cart)?

No, all orders with $20 of product value or more are eligible for free shipping. The code must be entered at checkout and the free shipping option must be selected to redeem. Free shipping is for ground shipping only for any size order to any accepted shipping location, including United States and Canada surcharge areas.

How long does it take for my friend to receive their free shipping code?

The free shipping code will be triggered directly after the new friend has validated their email is indeed a true new email to Creative Memories.

How does my friend validate their email address with Creative Memories?

The new friend will need to click through the Facebook link or email CTA that has been shared to be driven to the pop-up on Creative Memories. This will connect the share link with your new email address being verified. Should there be concern of the validity of the link/email, encourage the new friend to reach out for confirmation of your sharing the program.

FRIENDS

Where do I enter my code?

After adding $20 or more in products to their cart, new customers will enter their code in the Apply Discount Code box on the Shopping Cart page and their free shipping will be added to their order, they must select this free shipping option at the shipping method stage of checkout.

I was referred by a friend of mine and clicked through their referral link to create my account. Where can I find my coupon to redeem my reward?

The first step, when you were guided to Creative Memories for the first time, is to provide a valid email via a pop-up that appears on the site. After entering your (new to CM) email, a coupon will be generated and sent to your email. Then you can create an account. If you created an account before you received your code, contact customer support: CustomerService@CreativeMemories.com (AU: CustomerServiceAU@CreativeMemories.com)

I was referred by a friend and entered my email into the pop-up, but received an email that I have an existing account. I have yet to order — am I still eligible to receive a reward?

Unfortunately, no. The Refer A Friend program applies only to new customer accounts.

When I complete my first order, I see a photo and name that is not my referring friend. How am I connected to this “Advisor?”

This is the Advisor your referring friend shops with and recommends you do, too. The Advisor will be rewarded for your account creation and first order if you remain affiliated to them.

I deleted my email containing my referral reward code. Where can I access this?

Enter the same email into the pop-up on the Creative Memories home screen. We will send you the same code again. Please note: You may need to click through your friend’s referring email to trigger this action again. If you no longer have the email with your friend’s referral link, contact them or customer support: CustomerService@CreativeMemories.com (AU: CustomerServiceAU@CreativeMemories.com)

I did not receive my email with my reward code after entering my email address in the verification pop-up. Where can I find this?

If you are in Gmail, please check your primary, social and promotions folders. If you provided an email from an existing online account, you will receive an email explaining why a code will not be sent. If you do not receive any communications, please click on the referral link again to regenerate the pop-up and resubmit your email. Lastly, please check in your spam folders.

I closed out the pop-up window to enter my qualifying email address. What now?

You can click on the referral link from your friend again or try refreshing your screen.

I have received my reward code, but when I visit the CM site or click on my friend’s referral link the pop-up still occurs to submit a qualifying email. Why is this happening?

You can click out of this pop-up and proceed to account creation as long as you received your code. Once this is done, you are able to shop and apply your reward code for your first qualifying order.

ADVISOR

How are my customers’ referral links tied to me as an Advisor?

As long as your customers’ last order on the CM website was affiliated with you when the new friends click on customers’ link, they will also affiliate with you (as long as they do not change their affiliation through account creation and checkout).

How can Advisors see who their new referred customers are?

You will receive an email when new customers order with you, and you can find order history and customer list from Advisor HQ > My Reports > Reports > Order History. Select the dates you’d like, Generate Report, then Download Contacts for your customer list.

How will we know if our customers have referred friends?

For privacy and security reasons you will not see when your customers refer friends. However, when a new friend orders with you, you will see this in your Advisor reports. You are encouraged to reach out to new customers shopping with you and develop your Advisor relationship.

Who is considered a new friend?

A new friend will be someone who does not yet have a Creative Memories account. This will be their first time creating an online account with Creative Memories and shopping through that account.

Can I refer my customers to start the process?

No, your customers will be the source of your commission. However, the free shipping is a reward motivating them to reach out and find new customers you do not currently have access to. This expands your customer base and rewards everyone in return.

Is the new friend affiliated to me on their future orders?

If the new friend accepted shopping with you at checkout in their first order, this person will now be shopping with you as their Advisor. Note: She/he does have control to change Advisors should they like in the future.

How can my customers who don’t order online refer friends?

Your customers will need to create an online account to share the referral program and ensure proper linking between all parties takes place. They will need to affiliate an order online with you, the Advisor, and then they can move forward with referring to new friends.

How will my customers and their friends know the proper steps to take?

All emails, pop-ups and materials throughout the Refer A Friend share experience walk through what steps need to be taken next to ensure there is clarity. If there is any confusion, please refer to our flowcharts available.

What if my question isn't answered here?