Loyalty Program FAQ

GENERAL

I already have a OTH account

  • Your loyalty account is already set up. Use the same email address and password that you use when you purchase from our Online Store, App, or Retail location. Using the same login will ensure that your purchase history is linked correctly.

I don’t have a OTH account

  • If you do not have an Off The Hook account or if you have never made a purchase from Off The Hook, you may sign up to the Loyalty Program directly by clicking HERE.

I have multiple accounts or have made purchases from different emails

  • If you have multiple accounts please email customer service at cs@offthehook.ca. Please indicate the emails associated with your past purchases and clearly indicate which address you would like to designate as your main login. 
  • Existing Customers: If you have made at least one purchase in the 365 days prior to April 28, 2023 you will have a tier automatically assigned based on your spend (during the last 365 days). This will allow you to access your benefits as of May 9, 2023. 

  • Based on your spend (during a rolling 365 day period) at Off The Hook, whether that be at our store, on offthehook.ca or on the OTH Boutique app you will advance through our tiers and unlock greater benefits. Your benefits will be automatically applied when you checkout at any of our sales channels. 
  • Spend is calculated as follows: Gross Purchases (including sales tax), less returns and refunds, less cancellations, less discounts, less shipping (for online orders), less sales tax, less purchases made on gift cards

  • Eligible purchases include; all general release product, special release product, and gift cards

  • Purchases made on gift cards are excluded from the calculator

The OTH Elevated Rewards Program has four tiers;

  • Tier 1 (Community) 

  • Tier 2 (Collector)

  • Tier 3 (Ambassador)

  • Tier 4 (OTH’er)

  • Each tier receives their own unique rewards

  • Your tier updates automatically as you purchase at Off The Hook and eligible spend will be reflected on your tier within 30-60 minutes. Each time you reach a new tier the 365 day period will reset and your current tier will apply until you reach the next tier or 365 days passes. 

Our Loyalty Program runs on a rolling 365 day basis. Once you create a Loyalty Program account, a tier will be assigned based on the spend over the last 365 days. Each time you meet the next tiers minimum spend amount, your tier will automatically upgrade within 30-60 minutes. Your new rewards will be available after the spend is reflected in your account. A new 365 day cycle will begin from the date you move up.

  • If you do not meet your minimum requirements to maintain your level or level up once your 365 day cycle is up, you will be downgraded one single tier.

  • An email reminder will be sent out as the end of the cycle approaches to notify users of how much more they need to spend to maintain/upgrade.

  • If they do happen to get downgraded, the following year they will only need to meet half of the required spend of their previous tier to upgrade.

Customers or purchases that fall under the following categories will be permanently excluded from the OTH Elevated Rewards Program

  • Resellers
  • Fraud/Scam

Off The Hook reserves the right to exclude any customer and/or purchase that is deemed under the above categories. 

To dispute an exclusion please contact cs@offthehook.ca

ACCOUNT

Please email customer service at cs@offthehook.ca. Please indicate the emails associated with your past purchases so we can locate your previous purchases.

If you have multiple accounts please email customer service at cs@offthehook.ca from your main email so that we can merge your other accounts into one, allowing us to compile all of your purchase history on one account.

You can access your loyalty account HERE or via the OTH Boutique App (under Account -> My Rewards). Once logged in, your current progress and your spend to reach the next tier will be displayed.

BENEFITS

All Loyalty Program members will be entered into our active giveaway. Winners will be notified via email. The active giveaway will be announced through our loyalty email newsletter.

  • Online & In-App: Your discount automatically applies on your purchases when they enter your cart. Special release products, already discounted products and gift cards cannot benefit from your Loyalty Program discount.

  • In-Store: Your discount will be applied at the cash when completing your purchase. Special release products, already discounted products and gift cards cannot benefit from your Loyalty Program discount.

  • Off The Hook reserves the right to disable Rewards Program discounts during promotion periods.

If you do not receive your discount on your order, first make sure that the product or one of the products in your cart are not special release products. This can be found in the product description of a product page.

Eligible Loyalty Members (Ambassador tier and higher) will receive early access instructions via email. Eligible sales include Black Friday, Cyber Monday, and Boxing Day. Off The Hook reserves the right to change and/or alter the number of holiday sales.

  • In-Store: Provide the email or phone number associated with your account to the cashier and the discount will be applied to eligible purchases. 

  • OTH Boutique App: Ensure you are signed into your OTH account before checking out. Once in the checkout, Free Shipping and/or Discounts will be applied to eligible purchases. 

  • Offthehook.ca: Ensure you are signed into your OTH account before checking out. Once in the checkout, Free Shipping and/or Discounts will be applied to eligible purchases..
  • Free shipping is available for all loyalty members regardless of cart value. Ensure you provide your account email in our store or log-in to your account on our site / app when checking out. Free shipping will be automatically applied on eligible items. 

  • Please note: If a special release product is in your cart, your entire order will be ineligible for your free shipping discount.