First, we want to determine that you indeed have a Retail Gift Card. A gift card is bought at an outside retailer, like Toys R Us, Walmart or Best Buy. If you received your code via Email or purchased it on our AJ Outfitters website, then you have a Gift Certificate and need to click here for instructions.
We recommend that you take a moment to look over the redemption process for gift cards here. Please be aware that you cannot redeem a gift card PIN on the log in page of Animal Jam.
If you've received an error message during the gift card redemption process, don't worry! You can find the solution here.
I got a message saying "Invalid PIN or Product Number."
If a message pops up during the redemption process saying that the pin you entered is invalid, this means that one or more of the characters that were entered into the redemption box are incorrect. Make sure you enter the code exactly as it appears on the back of your Animal Jam gift card (please be aware that the code is case sensitive).
I got a message saying "This product has already been redeemed."
If you have received a message during the gift card redemption process saying your card has already been redeemed, you can go to our Animal Jam gift card store locator to find a retailer near you to purchase another card: http://www.animaljam.com/gift_card
Please be aware that your Animal Jam gift card can only be redeemed once. We truly understand your frustration, and apologize for any inconvenience you may have experienced. If you have any other questions or concerns, we suggest you take your card and receipt back to the store of purchase for further assistance. If you'd like to see a list of retailers that stock our Animal Jam gift cards, click here.
I got a message saying "The product is inactive."
Unfortunately, this means that your gift card was not activated at the time of purchase. We recommend that you take your gift card and receipt back to the store of purchase, then follow the individual retailer’s customer service policy to have them activate your card. We do not have the ability to manually activate gift cards. This can only be completed at the store where the card was purchased.
We understand these issues may be frustrating. Please contact us at support@animaljam.com if you have any further questions.