Consumer & Product Support
Consumer Fulfillment

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Customer Product Support

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FAQ

Have questions about coupons, offers and promotions? Check out the info below.

I did not receive a coupon I was expecting, what do I do?

You may want to check to see if you purchased the qualifying size, type or quantity of product(s) within the offer period.

You may also want to check to make sure the store where you shopped was participating in the offer.

You’ll also want to make sure you checked-out at a register with a Catalina Printer. At the discretion of either a Retailer and/or Catalina, not all registers have a Catalina Printer installed. The most common registers without a Catalina Coupon Printer are located in, but not limited to: Self Check Out lanes, Pharmacy, Photo, Cosmetics, Garden Centers, Deli and Automotive Departments.

By design, some offers are distributed to specific targeted customers based on Loyalty/Frequent Shopper Cards.

By design, some offers will not print a coupon if a coupon was redeemed in the transaction. If you have a question on this, please check with the Customer Service counter at the store.

If you feel your purchase qualified for an offer, please complete a Printed Coupon or Gas Rewards Fulfillment Request form. Or, call 888-826-8766 within 7 days of your purchase.

What information is required in order to request fulfillment for an offer you were expecting?

An original store receipt is required to validate all requests for fulfillment. You will be required to attach/email, fax or mail us a copy of your original receipt. The receipt must be whole, complete and readable.

Catalina Consumer Support will need the following information from your receipt:

  • Store Name and Number where you shopped
  • Store Address
  • Store Telephone Number
  • Date and Time of Purchase
  • Loyalty/Frequent Shopper Card Number or Walgreens only – RFN number

Catalina Consumer Support will need the following information about the offer:

  • Name of the Promotion (ex. Spend $100.00 and receive $5 off your next order)
  • Type of Print you expected (ex. Coupon, Event/Ticket, Mail-in-Rebate)
  • Dollar amount of the print (ex. $5 off next order, $0.30 off Gas)
  • Number of coupons expected (ex. 3 x $5.00)

Catalina Consumer Support will need the following information about the offer:

  • Your first and last name
  • Mailing Address (Sorry, due to the risk of fraud, no PO Boxes can be accepted)
  • City:
  • State:
  • Zip:
  • Phone #
  • Email address
Why aren’t Post Office Box addresses accepted for fulfillment?

We require physical mailing addresses to ensure prompt delivery and minimize the potential risk of fraud.

How do you validate my purchase qualified for a coupon?

Catalina does not know who you are! We only have access to transaction data. The information from your receipt is used to identify your transaction in a daily log of all transactions for the store where you shopped.

We check the following once we find your transaction in the log to validate your request:

  • The purchase was completed at a store participating in the offer
  • The purchase was completed at a register that has a Catalina Coupon Printer
  • The purchase occurred within the valid offer period
  • For Targeted promotions, Consumers loyalty card was included in the promotion
  • The offer did not prohibit the use of other coupons in order to receive the offer
  • The log of the transactions shows the offer did not print
  • The purchase meets any dollar amount thresholds required as defined in Catalina’s system at the time the purchase was made
  • The purchase included the purchase of products in the specified size, quantify and flavor that were included in the offer as defined in Catalina’s system at the time the purchase was made

NOTE: At a Retailer and/or Catalina’s discretion, not all registers are intended to have a Catalina Printer installed. The most common registers without a Catalina Coupon Printer are located in, but not limited to: Self Check Out lanes, Pharmacy, Photo, Cosmetics, Garden Centers, Deli and Automotive Departments.

Suspicion of Consumer Fraud or Abuse: Requests for Fulfillment are stored electronically. Historical requests are assessed for each new request as part of the validation process. Any suspicion of Fraud or Abuse will be reported to Catalina Fraud Department.

How long do I have to request fulfillment for an offer I was expecting?

All Fulfillment Requests must be submitted to Catalina by the offer expiration date or within 7 days of the purchase date, whichever is earliest. No requests submitted 8 days or more after the purchase date will be accepted regardless of the expiration date.

How long will it take to validate my request for fulfillment after I submit a request?

Validation is typically completed within 2 business days after receiving your fulfillment request. You will be notified via email or phone when your request is approved, denied, or if more information is needed.

Catalina Consumer Support cannot validate purchases the same day of purchases. Transactions logs do not become available until the day after purchase.

How will I know when my fulfillment has been sent?

You will receive an email when your request has been sent to the Fulfillment Department for processing. If an email address was not provided, you will receive a phone call.

Processing/mailing is typically completed by the Fulfillment Department within 2 business days of receipt. Once mailed, you should expect to receive your replacement coupon within 10 business days. If you would like to know the exact date that your fulfillment was sent, you may call Catalina Support at 888-826-8766.

How long will it take to get my replacement coupon?

Validation is typically completed within 2 business days after receiving your fulfilment request. Assuming your fulfilment request meets all Catalina fulfilment guidelines and your purchase qualifies, processing/mailing is typically completed within 2 business days of validation. Once mailed, you should expect to receive your replacement coupon within 10 business days.

Approved time sensitive offers such as Mail in Rebates, Event Tickets, PINs, etc. are prioritized and mailing is expedited when possible in an attempt to meet the offer deadlines/expiration dates.

Catalina cannot guarantee delivery by offer deadlines/expiration dates.

If your purchase did not meet Catalina fulfilment guidelines or more information is needed, you will be notified via email or phone.

Can you tell me why my coupon didn’t print?

Catalina will not provide any information regarding Catalina hardware, software, program setup or functionality.

How will I receive my PIN code from fulfillment?

Assuming your fulfillment request meets all Catalina fulfillment guidelines and your purchase qualifies, we will send you the PIN code via email if an email address was provided. Please be sure to frequently check your spam and junk folders along with your main email inbox.

If a valid email address was not provided, we will mail the PIN code to the physical address provided.

Why did I receive a slightly different coupon than I was expected?

With the exception of Mail-In-Rebate coupons, Event/Ticket Coupons, Pin and Points offers Catalina will send a substitute coupon of equal monetary value if the original coupon requested will expire before reaching the provided mailing address on the fulfillment request.

Why was my fulfillment rejected?

Your fulfillment may have been rejected for any of the following reasons:

  • The products purchased did not meet the offer guidelines
  • Required dollar amount was not met per the offer guidelines
  • Store where the purchase was made was not participating in the offer
  • A coupon was redeemed in the transaction that per offer guidelines disqualified the purchase

Inclusion/exclusion of items, dollar amount thresholds, coupon redemption restrictions, and store participation are determined based on conditions set by the retailer and/or manufacturer. Catalina prints coupons based on these conditions.

Do all stores in a Chain participate in the same promotional offers?

A Retailer or Manufacturer will decide what stores will be included in a promotional offer. It is possible that stores within a Retailer will not participate in the same offers. Check with the store’s Customer Service desk or the weekly Ad if you have questions on what offers are running.

My coupon was lost, stolen, damaged, soiled or expired, can I request fulfillment?

Catalina is not able to replace coupons that are lost, stolen, damaged, soiled or have expired.

I used a rain check why didn’t I get a coupon I was expecting?

Catalina cannot fulfill any requests for coupons for a purchase made outside of an offer’s start and stop dates. If your purchase qualified for and was made within the valid offer period please complete a Printed Coupon or Gas Rewards Fulfillment Request Form.

Why didn’t my coupon scan at the store?

While Catalina systems support the printing of coupons, they do not support the redemption process. Once a coupon is printed, the Store’s system (POS) reads the barcode and deducts the amount programmed in the Store’s POS system. If there is an issue with a coupon scanning, the store will need to contact their Help Desk Scan Coordinator to assist.

I never received my rebate after I mailed it in.

Catalina systems support the printing of Mail-in-Rebates (MIRs) but they do not support the redemption process. Once a MIR is printed, the processor noted on the MIR is responsible for redemption.

Why doesn’t my PIN code work?

Your PIN code could be invalid for multiple reasons. Please call Catalina Support at 888-826-8766 within 7 days of receiving the PIN Code, we will review the problem that you encountered and work with you to resolve the issue.

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