FAQS


Program Information:

  1. What is Move Free Rewards?
  2. Who can participate?
  3. Is there a fee to join Move Free Rewards?
  4. How long will this program last?
  5. Can I update my personal information online?
  6. How can I edit my personal information online (change email address, phone number, or mailing address)?
  7. What should I do if I forget my password?
  8. Why was my account placed on hold?
  9. How do I cancel my Move Free Rewards account?
  10. How do I request additional information about Move Free Rewards?
  11. Why has the “My Account” page changed?
  12. How can I change my password?

Earning Points:

  1. How do I earn points?
  2. Where will I find the codes?
  3. How do I enter my codes to receive my points?
  4. Is there a limit to the number of codes I can enter?
  5. Will Schiff Loyalty Reward codes work in the new Move Free Rewards program?
  6. What does a Loyalty Code look like?
  7. What does a Product Code look like?
  8. What products have codes on the cap?
  9. What do I do if my product doesn't have a Move Free Rewards code on the cap?
  10. Why did the system tell me my Loyalty Code had already been used?
  11. Why did the system tell me my Product Code is invalid?
  12. Why isn't my product eligible for the Move Free Rewards program?
  13. Are there any other ways to earn points?
  14. How will I keep track of the points I have earned?
  15. Do my points expire?
  16. Do you get different points based on product?
  17. Can points be transferred?
  18. How do you redeem points?

Program Rewards:

  1. What can I use my Move Free Rewards’ points for?
  2. How do I redeem my points for a reward?
  3. What if I do not receive the reward I redeemed?
  4. What if the coupon I receive has expired?
  5. Do I have to pay shipping and handling for the rewards I redeem?
  6. The Reward that I’ve been saving my Rewards Points for is not showing in the Rewards Catalog anymore. Why?
  7. What if I have trouble printing my reward from Coupons.com?

Program Information:

  1. What is Move Free Rewards? 
    1. Move Free Rewards is a loyalty rewards program to thank Move Free® or Schiff® Glucosamine users for their loyalty with product discounts and joint health information to help support overall mobility. Purchasing qualifying products, along with taking surveys, reading articles and watching videos, allows members to earn points that can be redeemed for a collection of rewards.

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  2. Who can participate? 
    1. Anyone 18 years of age or older can participate. You can register at: http://movefreerewards.com

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  3. Is there a fee to join Move Free Rewards? 
    1. No, membership in the program is free.

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  4. How long will this program last? 
    1. This is an on-going program.

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  5. Can I update my personal information online? 
    1. Yes, you may update your personal information at any time by logging in to the Move Free Rewards website and clicking on “My Account” in the navigation bar.

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  6. How can I edit my personal information online (change email address, phone number, or mailing address)?
    1. Just follow these steps:
        1. Simply click "My Account" in the navigation bar.
        2. Select "Edit Contact Settings".
        3. Update your information. 
        4. Save your changes. 

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  7. What should I do if I forget my password?
    1. Type in the Email Address associated with your account and click the “Forgot password?” link on the Login page - your password will be emailed to you. Note your password is case sensitive and must be at least 6 characters.

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  8. Why was my account placed on hold?
    1. Something in your account activity did not comply with the Terms & Conditions of the Move Free Rewards program and triggered an automatic hold. To remove this hold, please contact Consumer Services by using the Contact Us form or calling us at 1-800-526-6251.

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  9. How do I cancel my Move Free Rewards account?
    1. We’re sorry to see you leave. If you do want to cancel your account, please contact Customer Services at 1-800-526-6251. Remember, you can rejoin at any time.

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  10. How do I request additional information about Move Free Rewards? 
    1. Contact Customer Service by email at http://www.movefree.com/contacts or by phone at 1-800-526-6251.

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  11. Why has the “My Account” page changed?
    1. To improve our services, we’ve recently transitioned to a new platform. As a result, any activity prior to 11/18/13 was transferred over as a whole from the previous system. No data was lost, but all points accumulated and redeemed prior to 11/18/13 will now appear as “historical points” in your account history. If you see negative "historical points" (or "Points Deducted") on your account, please do not be alarmed - this simply indicates the number of points you had redeemed in the program prior to 11/18/13. Ongoing, you can view new activity by visiting the Member Activity section of the “My Accounts” page. If you have further questions regarding your account, please contact Consumer Services at 1-800-526-6251.

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  12. How can I change my password?
    1. Just follow these steps:
        1. Log in and select "My Account" in the navigation bar.
        2. In the “General Information" section, click on the "Edit General Information" button.
        3. Enter your Current Password and Create/Confirm a New Password (Password must be at least 6 characters).
        4. Click "Save General Information" to save your changes.

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Earning Points:

  1. How do I earn points? 
    1. Upon joining Move Free Rewards, points are earned by purchasing Move Free and Schiff Glucosamine products and entering the appropriate codes (see how to find your codes on pack) on the Move Free Rewards website. You’ll also have opportunities to earn bonus points from time to time by taking surveys, reading articles and watching videos.  

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  2. Where will I find the codes? 
    1. The Loyalty Codes will be found on the peel-away sticker on top of the product bottle cap and the Product Codes are 5, 6, 7, or 8-digit numbers found on the product label.

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  3. How do I enter my codes to receive my points?
    1. After you have logged in to your account, enter codes in the “Enter Rewards Code” box on the right side of the page.  
        1. Enter the Loyalty Code (from the peel-away sticker on top of your bottle).
        2. Enter the Product Code (5, 6, 7 or 8-digit number that is located on the bottle’s label just to the right of the Supplement Facts panel).
        3. Select the Store where you purchased the product.

        Please Note: 10 points will automatically be added to your account for each product entered. The remaining balance will be added once our system performs a code verification. Please allow up to 24 hours for your point balance to update.

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  4. Is there a limit to the number of codes I can enter?
    1. Yes, you are able to enter a maximum of 10 codes in a 30-day period.

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  5. Will Schiff Loyalty Reward codes work in the new Move Free Rewards program?
    1. Yes, the pre-existing Schiff Loyalty Reward codes will be valid in the new program.

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  6. What does a Loyalty Code look like?
    1. The Loyalty Code is found on the peel-away sticker on top of your eligible products. It is a unique alphanumeric code that is printed on the inside of the peel-away sticker. If you have trouble, please contact Consumer Services. (If your bottle does not have a sticker on the top of the cap, you do not have a Loyalty Rewards code. Please see FAQ #9.)

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  7. What does a Product Code look like?
    1. The Product code is a 5, 6, 7, or 8-digit number that is located on the bottle's label just to the right of the Supplement Facts panel. On labels where there are two rows of digits, please use the top row.

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  8. What products have codes on the cap? 
    1. At this time, only Move Free® and Schiff® Glucosamine products are participating in the Move Free Rewards program. To see a full list of participating products, visit: Points Values  

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  9. What do I do if my product doesn't have a Schiff Loyalty Rewards code or a Move Free Rewards code on the cap?
    1. First, make sure you have an eligible product — at this time Move Free Rewards is only available on Move Free® and Schiff® Glucosamine products. If you do have an eligible product and it does not have a Loyalty Code sticker, you can still receive credit for your purchase by emailing the following information to us by using the Contact Us form (Note: all information must be provided to receive proper and timely credit for your purchase.) If you need further assistance, please contact Consumer Services at 1-800-526-6251.
        1. Name
        2. Email Address (the one you used when you signed up for the Move Free Rewards program)
        3. Phone Number (in case we have any questions about your request)
        4. Product Code (located on the bottle label to the right of the Supplement Facts panel)
        5. Retailer where you made this purchase
        6. Lot Number (located on the bottle label to the right of the Supplement Facts panel after the word "LOT:")
        7. Copy of Sales Receipt (if you do not have your receipt, Move Free will review your request on a case by case basis)
        8. Please put "Move Free Rewards Points Request" as the subject line of your email
        9. Move Free will then review your submission, verify the lot number, and, if approved, credit your account for that purchase.

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  10. Why did the system tell me my Loyalty Code had already been used?
    1. If the code has not been entered before by you, we apologize for the inconvenience. We value your business and want to credit your purchase. Please contact Consumer Services at 1-800-526-6251 for assistance. Please have the following information readily available:
        1. The Loyalty Code you tried to enter
        2. The Product Code from your product label
        3. The Retailer where you made this purchase
        4. The lot code on the product label (Consumer Services will help you locate this code)
        5. Please note you may be asked to provide proof of purchase, so please retain the Move Free Loyalty Rewards sticker from the top of the cap.

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  11. Why did the system tell me my Product Code is invalid?
    1. We are sorry for the inconvenience. We are constantly adding new products into the system; it’s possible you beat us to it. We value your business and want to credit your purchase. Please contact Consumer Services at 1-800 -526-6251 for assistance. Please have the following information readily available so we can easily credit your account accordingly:
        1. The Product Code you tried to enter
        2. The Loyalty Code from your purchase
        3. The Retailer where you made this purchase
        4. The lot code on the product label (Consumer Services will help you locate this code)

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  12. Why isn't my product eligible for the Move Free Rewards program?
    1. At this time, only Move Free® and Schiff® Glucosamine products are participating in the Move Free Rewards program. 

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  13. Are there any other ways to earn points? 
    1. Yes, from time to time you’ll have the opportunity to earn bonus points for taking surveys, reading articles and watching videos. 

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  14. How will I keep track of the points I have earned? 
    1. You can track all of your points and redemptions, and other account information, online on the My Account page. You will need your email address and password to access your information.

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  15. Do my points expire? 
    1. Your points do not expire.

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  16. Do you get different points based on product? 
    1. Yes, point values are based on the value of the products you purchase. For more information, please visit the Point Values page on the Move Free Rewards website. Please note that for each product you enter, 10 points will be automatically added to your account. The balance of points owed will be added once our system performs a code verification. Please allow up to 24 hours for your point balance to update.

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  17. Can points be transferred? 
    1. No, points cannot be transferred from one account to another.

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  18. How do you redeem points? 
    1. Members may redeem their points by going to the program website. Simply log on to the Move Free Rewards Website and click on the “Rewards” tab. Please note that the drop down menu allows you to choose from multiple Reward Categories: Coupons, Discounts, Donations, Free Rewards, or Gift Cards - Costco. Click on the “Learn Now” button for additional details and then the “Redeem Now” button for the item you would like to redeem.

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Program Rewards:

  1. What can I use my Move Free Rewards’ points for? 
    1. Visit the Move Free Rewards Website and click on the “Rewards” tab to see all of the rewards that are available.You can redeem your points for Coupons, Discounts on Merchandise, and Costco Gift Cards. You are also able to select Free Rewards such as healthy recipes. 

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  2. How do I redeem my points for a reward?
    1. Once you have reached a rewards threshold and want to redeem your points, just follow these easy steps to redeem your reward:
        1. Once logged into the program, click the Rewards tab in the navigation menu.
        2. Click on the Reward Category you are interested in.
        3. Determine which reward you would like to redeem, and click on “Learn More.” After reading the full reward details, re-enter/confirm your password, and click on the “Redeem Now” button.

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  3. What if I do not receive the reward I redeemed? 
    1. You have three options for select rewards. Mailed to your home. Available for print. And online. 
        1. Mailed to your home: We will mail the reward to your home. Please allow 4-6 weeks mail time. If you do not receive your reward within 6 weeks of placing your order, contact Customer Service at http://www.movefree.com/contacts or by phone at 1-800-526-6251.
        2. Available for print: We will send you the reward via email for you to print and use in-store. Installation of Coupons.com printing application is required. Coupon expires 30 days after printing. If you do not receive your reward confirmation email within 24 hours of placing your order, contact Customer Service at http://www.movefree.com/contacts or by phone at 1-800-526-6251. Please see question #7 below for additional information on the Coupons.com rewards available for print.
        3. Online: We will send you the reward via email for online purchases at SchiffVitamins.com and MoveFree.com. This reward is not available for print. If you do not receive your reward confirmation email within 24 hours of placing your order, contact Customer Service at http://www.movefree.com/contacts or by phone at 1-800-526-6251.

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  4. What if the coupon I receive has expired?
    1. Contact Customer Service at http://www.movefree.com/contacts or by phone at 1-800-526-6251.

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  5. Do I have to pay shipping and handling for the rewards I redeem?
    1. No, Move Free Rewards does not charge for shipping and handling. 

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  6. The Reward that I’ve been saving my Rewards Points for is not showing in the Rewards Catalog anymore. Why?
    1. While we try to stock our Rewards Catalog to meet the demand of our members, sometimes certain Rewards are more popular than others and are only available while supplies last. However, we may restock popular Rewards based on availability. So please check the Rewards Catalog often and you may even find something new that you find more appealing. 

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  7. What if I have trouble printing my reward from Coupons.com?
    1. You’ll be prompted to install Coupons.com printing application if you haven’t previously printed an online coupon from Move Free Rewards. This application is required and contains security features that allow your coupon to be used in a store. If you are at work or using a public computer, you may not have the administrative permissions required to download the application. Upon successful installation, you'll have only one opportunity to print the coupon before its limit is reached and it is no longer available to you. Coupons can't be printed from a mobile device or tablet. Please note: with our secure printing platform, coupons will never display on the screen-they'll print directly to your printer. If you have trouble printing, please refer to: Coupons.com and email the Coupons.com support team by going to the ‘Resources’ tab and clicking on Contact Us. 

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