Expedition Union – FAQs
General
What is the Expedition Union?
Expedition Union is Roark’s exclusive loyalty program with which you’ll earn points to unlock exclusive rewards and experiences. This is a union of like-minded travelers, adventurers, dirtbags, wanderers, the lost and found that find commonality on the road. It’s a place to gather, whether it be a Roark Expedition Union retail store, our website or a surf shop. Just like any union, ours provides benefits to its members, a place to share ideas and unite under the same flag for common love for adventurism and the outdoors.
Here are a few of the exclusive regards you will receive by being a member:
· Free Shipping
· Curated Monthly Contests
· Member Gifts and Invitation Only Experiences (certain members only)
· Early Access
Is Expedition Union free to join?
Yes! Expedition Union is free and easy to join. You’ll start unlocking benefits (like free shipping) right away.
Does my loyalty account expire?
You’ll be considered an active member if you have earned at least one (1) Point in the last 24 months.
I want to speak to someone – how do I contact customer service?
If you have any questions regarding Expedition Union, you may email Customer Service at info@roark.com.
Points
What are Points used for?
Points are earned to unlock exclusive rewards and experiences and cannot be redeemed or used for cash or items.
How do I earn Points?
You'll earn Points by making purchases online at Roark.com and Roark Expedition Union Retail Stores or engaging with us online. The more Points you earn, the more exclusive benefits you will unlock. It's that easy.
Here’s how you’ll earn Points:
· Make A Purchase: You'll earn 1 Point for every $1 spent.
· Complete Your Profile: Earn 10 Points for completing your member profile.
· Write a Review: Earn 5 Points when you write a product review on our site or 10 Points if you leave a review with an image or video.
· Connect on Social: Earn bonus Points when you connect your social media account and participate in our contests.
· Celebrate Giveback Days: Earn bonus Points when you participate in Giveback Days. Keep an eye out for details.
Where can I find my Points balance?
Log in to your account (through “Sign In” in upper right-hand corner of the website) and click the “Points History” button under your name. You’ll see how many Points you’ve earned within your qualifying 12-month period.
Where can I find my pending Points balance?
Log in to your account (through “Sign In” in upper right-hand corner of the website) and click the “Points History" button under your name. You’ll see how many pending Points you have. Because members enjoy a 30-day return policy, your Points will be confirmed 30 days after purchase.
What are “Pending Points”?
Points earned from purchases start as pending. Because members enjoy a 30-day return policy, your Points will be confirmed 30 days after purchase.
If the purchase is returned during the 30-day return period, the Points will be withdrawn.
How can I know how many entries I have for the Curated Monthly Contest?
Log in to your account (through “Sign In” in the upper right-hand corner of the website) and visit the “Rewards Center”. You’ll see how many entries you have collected for the Curated Monthly Contest. Contest giveaway is open to U.S. residents only.
Do Points expire?
Your Points balance resets every year. Your Points earned in your qualifying period qualifies you into Scout, Seeker or Guide tier status.
What can I do with my Points?
The more Points you earn qualifies you to unlock exclusive rewards and experiences. All members start as Scouts and can earn more Points to elevate to Seeker or Guide.
Members unlock Scouts automatically. Achieving Seeker or Guide tier status requires a minimum number of Points earned per qualifying period:
· Scout: 0-499 Points
· Seeker: 499-999 Points
· Guide: 999+ Points
What happens to my Points if/when I make a return?
Within 30-day return period: The Points associated with the items you return will be removed from your Pending Points balance.
After 30-day return period: The accumulated points associated with the items you return will be removed from your Confirmed Points balance. Therefore, you might be adjusted to a lower tier status, if you no longer reach the minimum number of Points to maintain your tier status.
What happens to my Points if/when I cancel items?
The Points associated with the items you have canceled will be removed from your pending Points balance.
Can I earn Points at Roark Retail Stores?
Yes, you can earn Points on Roark.com and at Roark Expedition Union Retail Stores.
Can I earn Points at purchases from other retail stores/wholesale partners?
No, purchases not made online or at a Roark Retail Store will not earn Points.
Qualifying Period
What is my qualifying 12-month period?
Your qualifying 12-month period starts when you enroll in the program.
For example, if you enroll in the program on November 10, 2022, your qualifying 12-month reference period will start on November 10 of each year and end on November 9, of each year. Your tier anniversary date will be November 10 of each year. Your Points balance will also reset to 0 on this date each year.
How long do I get my Expedition Union benefits for?
During a qualifying 12-month period following enrollment in Expedition Union, you may reach a higher tier if you earn the minimum required number of points to reach that tier. On your anniversary date, i.e., when a new qualifying period begins, you will either keep your tier status or adjusted to a lower tier status, based on the number of points earned during the qualifying period.
Below is a member example:
- Member joins on 10/15/2022 and is a Scout member automatically.
- Member places an order on 11/01/2022 which allows him/her/them to earn 200 Pending Points
o 200 Points are Confirmed on 11/30/2022.
- Member places an order on 04/18/2023 which allows him/her/them to earn 75 Pending Points
o 75 Points are Confirmed on 05/18/2023.
- Member places an order on 08/12/2023 which allows him/her/them to earn 100 Pending Points.
o 100 Points are Confirmed on 9/11/2023.
o Member has 375 Confirmed Points and reaches Seeker tier status.
- A new qualifying period begins on 10/15/2023.
o The Points balance is reset to 0.
o The Member keeps Seeker status until next anniversary date of 10/15/2024.
- Member places an order on 06/04/2024 which allows him/her/them to earn 100 Pending Points.
o 100 Points are Confirmed on 07/04/2024.
- A new qualifying period begins on 10/15/2024.
o The Points balance is reset to 0.
o The Member is adjusted to Scout status.
Benefits / Tier Changes
What rewards and unique experiences do members enjoy?
As an Expedition Union member, you enjoy exclusive rewards such as:
· Free Shipping
(priority varies by Tier)
· Curated Monthly Contest (US residents only)
· Member Gifts and Invitation Only Experiences (certain members only)
· Early Access to Launches
More benefits can be unlocked the more Points you earn.
How can I know in which tier status I am?
Log in to your account (through “Sign In” in the upper right-hand corner of the website) and visit the “Rewards Center”. You’ll see if you have reached Scout, Seeker or Guide tier status.
Benefits are based on how many Points are earned during the qualifying period (See “Qualifying Period” section) and can change. Here are some cases a member should expect:
· Tier upgrade can happen any time if you have collected the required number of Points to reach that tier (See Points section).
· Tier downgrade can happen either at the end of the qualifying 12-month period(if you haven’t collected enough Points to keep your tier for the next period) or in the case of return (See Points section).
In case of a return happening right after a qualifying 12-month period begins:
- Your tier qualifying Points will remain at 0, if you have not started collecting any Points yet.
- You won’t lose your tier qualifying Points that you collected after a new qualifying 12-month period begins, but tier downgrade can happen if this return means that you would never have reached a higher level before the qualifying 12-month period begins.
How do I claim my sign-up gift?
For all members, when you complete an order over $75 within 30 days of your signup date, your gift will be added to your cart automatically. Don’t worry, we will also email you to remind you!
How do I claim my birthday gift?
For Seekers and Guide members, when you order complete an order over $75 during your birthday month, your gift will be added to your cart automatically. Don’t worry, we will also email you to celebrate/remind you!
How do I claim my Annual Member Gift?
For Seekers and Guide members, we will notify you when our Annual Member Gift event has launched. You will have 30 days to complete an order over $75 during your anniversary month, your gift will be added to your cart automatically. Don’t worry, we will also email you to celebrate/remind you!
What are Invitation-Only-Experiences?
Invite only experiences are events hosted by Roark that only our Expedition Union members will get to attend. We will email you invites, and you can check our Expedition Union Adventure Calendar (coming soon) to plan your next event with us.