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Why isn't my coupon or store credit code working?
We know it is incredibly frustrating when a discount code doesn't work at checkout. Use this quick guide to troubleshoot your code and get your savings applied instantly.
Where do I enter my code?
Before checking anything else, make sure your code is in the right spot!
Go to your Shopping Cart page.
Look on the right-hand side, just above your order subtotal.
Paste your code directly into the "Coupon / Store Credit" box.
Top 5 reasons a discount coupon fails
If you are using a promotional coupon (like a welcome code or a seasonal sale code), it usually fails for one of these common reasons:
Our "Best Deal" feature beat you to it: Our system automatically scans and applies the absolute best available discount to your cart for you! If you manually enter a different code and see the message "Oops... that coupon is not valid for this order," it usually means the system already found you a bigger discount.
The fine print rules weren't met: Every coupon has specific terms. Check your offer email or ad to see if it requires a minimum purchase amount (e.g., on orders over $100) or excludes certain sale items or premium brands.
It's a Buy One, Get One (BOGO) deal: BOGO discounts do not automatically apply. You must manually add both eligible frames to your shopping cart first for the coupon to trigger the discount.
Hidden spaces or typos: Our codes are not case-sensitive, but spelling matters. If you copy and paste the code, make sure you didn't accidentally grab an extra blank space before or after the letters.
The promo has expired: Promotional coupons only run for a limited time.
Troubleshooting store credit codes
Store credit codes are unique codes issued directly to you by our support teams (Billing, Returns, etc.) via email. They act just like cash, but have a few strict rules:
They expire after 6 months: For security purposes, store credit codes are valid for exactly 6 months from the day they were emailed to you.
They are single-use only: Store credit must be used all at once in a single transaction. The full amount applies to your current order and cannot be split across multiple future purchases.
They cannot be reused: If you applied the code to a previous order, it cannot be used again.
Can I combine a coupon and store credit?
- ✅ Yes: You can use one discount coupon and one store credit code on the exact same order. The order you type them in does not matter.
- ❌ No: You cannot use two different discount coupons together on the same order.
Still not working? Let us fix it right now!
If you've checked the steps above and your code is still failing, our team will gladly look up your exact shopping cart and force the discount through for you.
To get this fixed instantly, follow these steps:
Open your Shopping Cart page and scroll all the way down to the very bottom of the screen.
Look at the dark black bar at the absolute bottom of the website (where all the policy links are located).
Find the tiny text that says Cart ID - it is tucked right between "Do Not Sell or Share My Personal Information" and the copyright text.
Click on "Cart ID".
Now, copy the entire website address (URL) from the address bar, and share it with our team using the link below!
Tip: Need more help? Click 👉 here to chat with our Customer Care team.