FREQUENTLY ASKED QUESTIONS
Q: I forgot my password. What should I do?
A: You should:
- Click on “Forgot Your Password?”
- Enter your e-mail address and hit the SUBMIT button.
- An e-mail will be sent to you with your password included.
Q: I have entered my login information and cannot get into the site. What should I do?
A: If your login attempt was unsuccessful, you will receive a message telling you whether your e-mail address or password was entered incorrectly. If you have forgotten your password, then click on “Forgot Your Password?”.
Q: Where can I go if I'm still having trouble logging into my account?
A: Please provide us details of your issue by contacting us here.
Q: I’m having some problems seeing certain images and reading the content on this site. What is causing this issue?
A: If some of the images are not appearing on the site, please view the site in one of the following browsers:
- Internet Explorer 11+ or Edge 12+(Win)
- Firefox 40+ (Win/Mac)
- Safari 9+ (Mac)
- Google Chrome 15+ (Win/Mac)
Q: I’m having difficulty seeing the whole page. What should I do?
A: Check to see if your pop-up blocker is on. If so, you need to turn it off to view the entire page.
Q: Can I opt out of receiving e-mails in the future?
A: You can opt out of receiving emails on the account page. Check the appropriate box(es) to alter your communication preferences and click the UPDATE ACCOUNT button to submit any changes.
Or you can send a written request to:
White Owl Cigars, Inc.
P.O. Box 986
Owensboro, KY 42302
Please provide us with your exact name and address when writing to us. We will be sure to have your name removed from our mailing list. Or, you can e-mail us at info@smna.com. It may take up to 10 business days to process your request.
Q: How is my privacy protected?
A: We take your privacy very seriously. Read our Privacy Policy for details.
Q: Who can I contact if I have an issue that is not addressed in the FAQs?
A: Please provide us details of your issue by contacting us here.
Q: What is White Owl Bird Bucks?
A: White Owl Bird Bucks is a program we created to give back to our White Owl consumers. With this program, you can earn points for rewards with all qualifying purchases of specially marked White Owl pouches.
Q: How do I get started?
A: Scan the QR code on the back of your White Owl Bird Bucks pouch and register/login at whiteowlcigar.com OR enter your 12-digit code after you register/login at whiteowlcigar.com. Once your code is submitted, your account has been activated and your point balance will be updated.
Q: Why is registration required to participate in the rewards program?
A: The legal smoking age is 21 years old. By registering with whiteowlcigars.com, we can confirm you are of legal smoking age.
Q: Who is eligible for White Owl Bird Bucks?
A: If you are 21 or older, we invite you to sign up for a personal account on whiteowlcigar.com and start earning points for all qualifying purchases of specially marked White Owl pouches.
Q: I'm a Swedish Match employee, can I join?
A: Employees of Swedish Match and affiliate companies, along with members of their immediate family living in the same household are not eligible to participate in White Owl Bird Bucks.
Q: Do I need to opt-in for emails to get White Owl Bird Bucks?
A: Opting-in to receive emails is the best way to find out about bonus point opportunities and other reward information, but it is not required. You can update your communication preferences any time by going to ACCOUNT.
Q: Are there other ways to earn points?
A: The primary way to earn points is by scanning the QR codes on the specially marked White Owl Bird Bucks pouches. You can also opt-in to emails and be the first to know about future bonus point opportunities or promotions.
Q: The White Owl pouch I just purchased does not have a QR code on the back of it. Can I still get points for it?
A: You can only earn reward points with a purchase of a specialty marked White Owl Bird Bucks pouch. It may take a little longer in some regions for the new White Owl Bird Bucks packaging to arrive on shelves. Please ask your local retailer for more details.
Q: Can you earn points from other White Owl brands (ex: White Owl Minis, Night Owl)?
A: At this time consumers can only earn points through the specially marked White Owl Bird Bucks pouches. Opt-in to emails to be the first to know about the rewards program expanding to other brands.
Q: What if I lost my White Owl pouch with the QR code? Can I still get points?
A: The code from a qualifying purchase of a specially marked White Owl pouch is needed for you to earn any points.
Q: My QR code isn’t working. What do I do?
A: Each Bird Bucks code can only be scanned and redeemed once. If your QR code isn’t working, we’re happy to help. Please reach out to our Consumer Care Center to resolve this issue.
Q: How can I see my current points balance?
A: Your most up-to-date points balance will be posted on the whiteowlcigar.com Bird Bucks page after scanning a new code. Visit rewards.whiteowlcigar.com at any time to view your balance at the top corner of the page. To view your points and transaction history, go to ACCOUNT.
Q: Can I buy points?
A: You cannot purchase points directly. Points can only be earned through purchasing of specially marked White Owl Bird Bucks pouches or participating in periodic promotions.
Q: How can I view my past rewards history?
A: You can view/edit your account information and review your reward points history any time by logging in to whiteowlcigar.com and navigating to the White Owl Bird Bucks website page.
Q: Is there a limit to how many reward items I can claim?
A: There are no current limits on how many rewards you can claim, however, program limits and item availability are subject to change at any time. See full Terms & Conditions to learn more.
Q: Can I use my points to buy more White Owl Cigars?
A: No, points can only be used to redeem items on rewards.whiteowlcigar.com.
Q: Can my points be transferred to someone else?
A: Bird Bucks points cannot be transferred to other users.
Q: Do I need to pay for shipping?
A: No, shipping is always free!
Q: Why haven’t my Bird Bucks items arrived yet?
A: Some orders take 4-6 weeks to ship. Once it’s on the way, you’ll receive an email with shipment confirmation and tracking information.
Q: My item never arrived. What do I do?
A: Please confirm your order number with us and we’ll check on the status of your order.
Q: I received the wrong item. What do I do?
A: Please confirm your order number for us and we’ll work on getting the correct item sent to you.
Q: I moved, and my Bird Bucks item was shipped to my old address. What do I do?
A: Please confirm the order number and your new address with us and we’ll work on getting your order sent to the correct address.
Q: Can White Owl Bird Bucks items be sent to a P.O. box?
A: Yes, if your reward order package is too large to fit in your P.O. box, it will usually be held at that Post Office location for you to pick up. If you plan on using this type of shipping address, please check with your local Post Office for more information on their specific policies.
Q: I ordered my Bird Bucks item in the wrong size. Can it be returned?
A: Yes, you can return the item and receive points back to your account once the return is processed and confirmed. For more information on returns please visit the “Returns” tab on the bottom of White Owl Bird Bucks website page.
Q: How long will White Owl Bird Bucks last?
A: The White Owl Bird Bucks program will last at least until December 31, 2023.
Q: What will happen to unused points when the program ends?
A: When the program ends, any unused points will be forfeited.