Frequently Asked Questions
General Program FAQ’s- Crown Rewards
Crown Rewards Program Introduction:
Q: What is Crown Rewards?
A: Crown Rewards is a non-payment based rewards program which allows customers to earn and redeem points for qualifying in-store and fuel purchases. Redemption items and discounts may vary by promotion period. For the full list of current redemption items, please visit the promotions page on the Duchess website.
Q: How do I get a Crown Rewards Card?
A: Visit any participating Duchess location to get your Crown Rewards card and start saving today! If you prefer to not have a physical card, you may enroll as a card-less participator by selecting the virtual card option found on the Duchess website or the My Duchess mobile app. Be sure to register your card for added benefits!
Q: Does my old Crown Card still work?
A: Yes! As of May 6, 2018, we have changed our look and added new and exciting changes to our program to give you even better rewards and savings! Don’t worry if you have an existing account, you may still use your existing card and will not lose any points!
Q: How do I earn points?
A: Simply Swipe your Crown Rewards Card, scan your virtual card or enter your alternate ID (1+phone number) at any participating Duchess when making a qualifying purchase. You will earn points based on your qualifying purchase both in-store and at the pump. Earn 20 points per every $1 spent on qualifying items in-store and earn 20 points per every gallon of fuel purchased. There will also be specially marked bonus point items in-store which will help you earn even more points!
Q: What in-store items DO NOT qualify for earning points?
A: Excluded items include, but are not limited to tobacco, alcohol, lottery, money orders, prepaid phone cards and/or gift cards.
Q: How do I know how many points I have?
A: Point balances are always available on your purchase receipt, on the Duchess website, and on the My Duchess mobile app. You may also ask any Duchess sales associate to check your point balance for you.
Q: What if I forget my password or username?
A: If you have forgotten your password or username, you may retrieve your username and reset your password by selecting the link underneath the Login box that reads, “Click Here to get your username and to change your password”. Once you select this option, you must type in either your username, Crown Rewards card number, or email address that is associated with your account. After you have completed this, an email with your user name and a link to reset your password will be sent to the email address listed on your account.
Q: How can I change my account information?
A: To change any information on your account, log into your account on the Duchess website or the My Duchess app and select the “Edit Account” tab. After editing your information click “Submit” at the bottom of the page.
Membership Tiers and Registration
Q: How do I register my card?
A: You can register your Crown Rewards card by either going to the Duchess website or downloading the My Duchess mobile app. To register your card online, visit MyDuchess.com and navigate to the “Crown Rewards” section and click on the “Click Here to Register Your Card!” link. Once there, select on the “Register My Card” tab and enter your Crown Rewards number. Follow the prompts to enter your information and click “Submit” at the bottom of the page. To register on the mobile app, download the My Duchess app from the app store and click on the “Register My Card” tab. From here follow the prompts to enter your card number and information. After completing this, click “submit”. You will receive a confirmation email upon successfully registering your account.
Q: What are the benefits of registering my card?
A: With a registered Crown rewards account, you will be eligible for a variety of additional perks and rewards. As a registered Crown Rewards member, you receive all of the perks of being a cardholder plus you may redeem points for a variety of in-store products and fuel discounts. Earn bonus points on specially marked items in stores, receive member exclusive pricing on select in-store items, receive entries into the Royal Sweepstakes, receive birthday and anniversary rewards and other personalized rewards and more! A registration reward will automatically be loaded to your account just for registering.
Q: How do I log into my account?
A: After registering your account, you may log into your account anytime on the Duchess website or the My Duchess mobile app. To do this, either open the mobile app or navigate to the Crown Rewards section on the Duchess website and select the “Account Login” tab. From there, enter the username and password you created when registering your account. After logging in, you will be able to view your transaction history, monitor your points balance and visit status, and redeem points for in-store products.
Q: How do I know what membership tier I am?
A: As a registered member, you may track your membership tier by logging into your account on the Duchess website or the My Duchess app at any time. The moment you become a Crown Rewards cardholder you are a Bronze tier member. Bronze members may earn points on qualifying in-store and fuel purchases, enjoy free air, and are eligible to participate in Crown Club programs at any participating Duchess location. By registering your Crown Rewards account, you move to the Silver tier and instantly earn a registration reward. Silver tier members are eligible to redeem points on in-store products and fuel discounts, as well as participate in the Royal Sweepstakes, member exclusive pricing, earn bonus points on specially marked items, receive personalized offers and more. By visiting a Duchess 12 times in one month, you will automatically earn our highest level of membership, Gold. As a Gold member, you will earn double points and sweepstakes entries as well as receive more personalized offers. You will receive these exclusive perks for the duration of the month following when you qualify for Gold status.
Q: I’m a Gold member. When do I receive my double points??
A: When you visit any participating Duchess 12 times or more in one month, you will receive Gold tier perks for the duration of the following month. In order to keep your Gold tier perks, you must requalify as Gold each month. These 12 monthly visits can be earned any time from the first day of the month through the last day of the month. Visits may be accrued at the pump or in-store and must be a minimum of 30 minutes or greater apart to qualify as a separate visit.
Q: What products will I receive double points on as a Gold member?
A: Gold members will receive double points on all qualifying in-store items and fuel purchases. If you are purchasing a bonus point item in-store, you will receive double points on the original value of the item in addition to the set amount of bonus points; the bonus point value of the items will not double. For Example, if you purchase a Duchess Bottled Water for $0.99 with a value of 200 bonus points, you will earn double points on the value of the item ($0.99) plus an additional 200 bonus points for a total of 240 points.
Q: How do I redeem points?
A: In order to redeem points, you must be a registered member. If you are not a registered member please visit the Duchess website or download the My Duchess app and register today for added rewards!
To redeem points for discounted fuel prices, scan your Crown Rewards card or enter your alternate ID (1+ phone number) in-store or at the pump. If your points balance is 750 points or greater, you will be asked if you would like to redeem the maximum discount per gallon of fuel that your points balance allows. If you choose to your points for a fuel discount, the points will be deducted from your account and your new balance will appear on your receipt. Fuel prices will be discounted in 5 cent increments. Discounted fuel prices are valid for up to 25 gallons per single transaction.
To redeem points for “Free In-Store Products,” log into your account on the Duchess website or the mobile app and select the “Reward Yourself” tab. From this screen, you may add redeemable items to your virtual cart. When you are done shopping, select “Checkout” and the chosen items will automatically be loaded onto your account and ready to redeem in-store. These points will be deducted from the account. You will receive a confirmation email when your chosen items have successfully been loaded onto your account. To redeem these items, simply bring the items to the counter at any participating Duchess, scan your Crown Rewards card or enter your alternate ID (1+phone number) and inform the cashier you would like to redeem your free products.
Q: What if I don’t have enough points to redeem?
A: If you have an insufficient points balance, your account will not prompt to redeem.
Q: Do my points expire?
A: Base points earned on qualifying in-store and fuel purchases will never expire. Bonus points and personalized offers may expire. If bonus points expire for a promotion or offer, this will be specified in the offer.
Q: Is there a limit on how many items I can redeem at a time?
A: There is no limit to the number of products you may redeem at one time as long as you have enough points. Once you have loaded a reward to your account you may redeem as many or as few as you would like at any given time.
Q: Is there a limit to how many gallons of fuel I can get when redeeming my points?
A: Yes. Fuel discounts are valid up to 25 gallons in a single transaction. In the event that you have accumulated enough points to exceed the retail price of fuel, the pump will not roll back to zero. If you are eligible for a full tank of fuel, the pump will roll back to 10 cents per gallon and you will be responsible for that amount.
Q: How do I use my Crown Rewards at the pump?
A: To use your card at the pump, select “Yes” when prompted to enter loyalty ID. Then simply swipe your physical card or enter your alternate ID (1+phone number) before entering your method of payment.
Q: How do I use my Crown Rewards inside Duchess?
A: To use your card inside the store, simply swipe your physical card, scan your virtual card, or enter your alternate ID (1+phone number) before entering your method of payment during a purchase.
Q: How does the Royal Sweepstakes work?
A: Registered Crown Rewards members are entered into our monthly Royal Sweepstakes drawing each time your card is used. Winners will be chosen at random and you could win prizes such as electronics, gift cards, concert or event tickets, cash and more! Gold members will automatically receive double entries into the Royal Sweepstake. For more ways to enter and a full list of rules visit our terms and conditions.
Q: What if I forget my Crown Rewards card, can I still earn points?
A: If you are a registered member you can enter your alternate ID (1+phone number) at the pump or in any participating Duchess to earn points and redeem rewards. You may also download the My Duchess app, log in and scan your virtual card.
About My Crown Rewards account
Q: What do I do if my card is lost or stolen?
A: If you are a registered member, visit any Duchess location and pick up a new car. Once you have a new card you may add it to your account without losing any points by logging into your account online or on the My Duchess app. Unfortunately, if you are not a registered member and do not know the full card number we are unable to transfer any points to a new card.
Q: Can I add a card to my account/ link two cards together?
A: You may wish to add a new card or link two or more existing accounts if you share an account with a family member or significant other or if you find your card is lost or stolen.
If you are a registered member, you may add or link a card to your existing account without losing any points on either online or on the My Duchess mobile app. These cards will share a points balance for all earned and redeemed rewards as well as an alternate ID. One account may have a maximum of 5 cards.
Before adding a card to your account, make sure the card being added is “Active”. A card is “Activated” the first time it is used in-store or at the pump on a qualifying purchase. To add a card or link accounts on the Duchess website, log into your Crown Rewards account and select the yellow plus (+) sign next to your existing Crown Rewards number under the “Summary of Accounts” section. After selecting this, enter the new/existing card number and registration code and select “submit”. To add a card or link accounts on the mobile app, open the My Duchess app and select ‘My Account” button in the bottom left corner. From there select “Card Number” and “Add Another”. From there just type in the new/ existing card number and select submit.
Q: How do I disable an old card that was lost or stolen?
A: If your card was lost or stolen, you will want to disable it after adding a new card to the account (See above for more information on how to add a card to your account). To do this, log into your account and select the yellow “Change Status” tab under the “Manage Card” section. Locate the card number that is no longer in use and select “Disable” in the drop-down menu and click “Submit”. You may change this at any time.
Q: What if I have questions about my Crown Rewards account?
A: If you are having trouble with a point issuance or redemption, please consult a Duchess team member in store. If you need further assistance, email us at firstname.lastname@example.org or call 1-844-79-CROWN and we will be more than happy to assist you. Please note, proof of purchase is required for manual point adjustments.