Frequently Asked Questions

How do I become an Upstate Rewards Member?

Joining the Upstate Rewards program is simple (and free)! You can sign up with your email through the Rewards page and you will automatically start earning tokens after your first purchase. There is no minimum spend required to be a Member.

Upon creating an account, you’ll receive 50 tokens! Each purchase you make afterwards will contribute towards your point total. Just be sure you log in with your Upstate Rewards account to earn tokens, redeem tokens and enjoy the benefits of being a part of our community.

How do I move up to the Penthouse or Rooftop Garden Member levels?

You’ll start out as a Mezzanine Member, and then be able to level up to a new tier. To become a Penthouse Member, you need to spend $300+ in a year. To become a Rooftop Garden Member, you need to spend $1000+ in a year. Your tier status will last 1 year from the date you earned it on a rolling basis.

For example, if earned Penthouse Member status on 01/02/20, you would keep that status through 01/02/21. If you were a Penthouse Member and then earned Rooftop Garden status a few months later, your Rooftop Garden status would be a year from the date you earned the new status. 


Do my Upstate Rewards tokens expire?

Nope! The tokens you accrue are yours forever — they don’t expire! 

How do I check my point balance?

Once logged in, you can check your point balance on both the Rewards page and your Account page. Having trouble, or something doesn’t seem correct? Email us at [email protected] and we can help!

How do I earn tokens?

Earn tokens each time you buy Upstate CBD online! tokens will be earned on each dollar you spend, excluding shipping fees and taxes (rounded down to the nearest dollar). Please allow 48 hours for your tokens to appear on your Account page. Purchases made at pop-up and/or brick-and-mortar locations will not accrue tokens.

Higher tiers are able to earn tokens at a higher rate. Our Penthouse Members enjoy earning 1.25 tokens per $1 spent, and our Rooftop Garden Members earn 1.5 tokens per $1 spent.

There’s also certain activities and actions you can do that can help you earn additional tokens, like following us on Instagram, leaving a review or posting a photo! Take a look at the “How To Earn” section for more details. 

How do I use my tokens to redeem rewards?

You can use your tokens directly at Checkout to redeem rewards! You can also click “Redeem Now” on the Rewards Page to get your rewards and copy and paste the coupon code at checkout. You must purchase at least one item in order to redeem tokens for a product or discount.

Instructions to Redeem at Checkout:

Once logged in and ready to check out, you will see a drop down menu right above “Billing Details”. Select the Reward you would like to redeem, and click “Apply”.  The page will refresh, and the discount will be automatically added to your cart. Discounts are not eligible on shipping fees or taxes. If you are not signed in with your Upstate Rewards account, you will not see this dropdown option at Checkout.

How do I know what tier I am?

Once logged in, you can check your tier on your Account page.

I can't log into my account! What do I do?

No problem! Click “Forgot Password?” to reset your password. From there, you’ll need to verify your email address and we’ll lead you through the process to get you back into your account. If you’re having any further issues, please email us at [email protected] and we’ll get you sorted!

Can I transfer or merge my tokens between two separate accounts?

Yes, if you accidentally created two accounts we can help you merge your tokens. Please contact [email protected] and allow 48 hours for the merged tokens to appear in your account page.

I'm a Penthouse or Rooftop Garden Member. How do I access my exclusive offers and free products?

First off, thank you for being a part of our community – as a family owned business, every customer is extremely important to Upstate!

And make sure to subscribe to our mailing list to get your VIP perks! Exclusive offers, discounts and free product gifts will be offered regularly to our VIPs through email. We also host exclusive webinars, product sneak-peeks and other fun surprises for our special members!

Do you offer a free birthday gift?

We love a celebration! So… that’s a YES! First thing’s first, be sure to update your profile with your birthday month and make sure you’re subscribed to our emails. At the beginning of your birthday month, check your email! You’ll see a note from us with a special unique link. In order to redeem your gift, you must shop through the link you receive in your email. After you add at least one product to your cart, your free birthday gift will appear automatically. Please allow a few moments for it to load. 

You must make a purchase of at least one item in order to redeem.

I have enough tokens! Why can't I redeem my tokens?

First, make sure you’re signed into your account prior to checking out.  If after signing in, the drop down is still empty — please clear your browser’s cache and cookies. After you do so, please sign back into your account and the drop down menu to redeem your items will be above the “Billing Details” on the checkout page. Please allow a few moments to load.

Still stuck? Email us at [email protected] and we’ll be happy to get you “pointed” in the right direction!