plum® Program FAQ

Why is plum rewards changing?

We have listened to our program members and we’ll be updating the plum reward program based on what they have told us they value most. With the new benefits and features being introduced, you will have greater flexibility to earn and redeem your points towards the Indigo rewards you love!

Starting in September, plum rewards members will begin enjoying greater flexibility with new features and benefits including more frequent bonus points offers and events, and earning and redeeming plum points online at indigo.ca and on our mobile app.

What’s new? Members will:

  • Earn 5 points for every dollar spent
  • Redeem points in store, online and on our mobile app
  • Enjoy extra bonus points offers
  • Be invited to quarterly bonus events
  • Enjoy exclusive events and sneak peek previews to sales

What program changes are taking place?

As of September 3, 2015, you will begin to enjoy new features and benefits, including:

  • Earn 5 points for every dollar spent
  • Redeem points in store, online and on our mobile app
  • Enjoy extra bonus points offers
  • Receive bonus rewards on your birthday and plum anniversary
  • Be invited to quarterly bonus events
  • Enjoy exclusive events and sneak peek previews to sales

What’s different? What has changed? This Fall,

  • Members will earn 5 points per dollar spent; a change from the current 10 points per dollar spent
  • Online member pricing will become part of everyday low pricing available to all indigo.ca customers
  • Members will be able to earn and redeem their points online and through our mobile app
  • Launch of quarterly bonus events (10x plum points on Sept 10 - 13, 2015)
  • Members will enjoy extra bonus points offers

What remains the same for the plum rewards program?

  • FREE to join
  • Accessible anywhere with the Indigo Mobile App
  • Personalised recommendations
  • Access to unique experiences and offers
  • Redemption levels and value (ex. 2,500 plum points = $5)

When are the program changes taking place?

September 3, 2015

How can members take advantage of the quarterly points events?

You’ll enjoy national, store-wide bonus points events - in store and online. For the first time ever, you can enjoy 10x plum rewards points on virtually everything in store and online from Sept 10 – 13, 2015, with a minimum spend of $30. Stay tuned for our next bonus points event.

How will members know about their bonus points offers?

You’ll receive bonus points offers in 4 ways:

  1. Logging on at indigo.ca/rewards
  2. Downloading the Indigo Mobile App and visiting My Offers section
  3. In store through the plum rewards bonus points booklet
  4. Subscribing to receiving emails

How often will members be eligible for bonus points offers?

You will have access to bonus points offers throughout the year. You can view these offers when you login at indigo.ca/rewards or by downloading the Indigo Mobile App, by subscribing to emails or by visiting a store and picking up the latest plum rewards bonus points booklet

How can members take advantage of exclusive events and sneak peek previews to sales?

You can take advantage of sneak peek previews of sales and events by signing up and opting into receiving emails and by logging into the account centre within indigo.ca.

How do members enrol to receive their birthday or anniversary rewards?

To receive birthday rewards, you must provide your date-of-birth and email, and must be opted into receiving Indigo emails. This can be done by logging into the account centre within indigo.ca

To receive plum anniversary rewards, you must provide your email and must be opted into receiving Indigo emails. This can be done by logging into the account centre within indigo.ca

How many points will members begin to earn in September?

Starting on September 3rd, you’ll begin earning 5 points on virtually every dollar spent in store, online, and on our mobile app.

Until September 3rd, you’ll earn 10 points per dollar spent ONLY in store. Points are not awarded on indigo.ca for online purchases.

Why did we reduce the rate at which you earn plum points?

Members have told us that they value greater flexibility to earn and redeem their plum rewards points. Members want to be rewarded for their online purchases and they want to see more ways to accelerate their points earnings.

Starting in September, you’ll have more opportunities to earn points and enjoy greater benefits:

  • Earn 5 points for every dollar spent
  • Redeem points in store, online and on our mobile app
  • Enjoy extra bonus points offers
  • Receive bonus rewards on your birthday and plum anniversary
  • Be invited to quarterly bonus events
  • Enjoy exclusive events and sneak peek previous to sales

How can members redeem their points online?

Starting on September 3rd, you can redeem your plum rewards points online at indigo.ca. You must login at indigo.ca and if you have enough points to redeem, you’ll be prompted to redeem your points when you go through the online checkout process.

Are members still eligible for the 5% discount online (Member pricing)?

We’ve decided to extend the member pricing to all online shoppers. The extra 5% discount has been built into the everyday low price for all books that we sell online. All online customers will benefit from the lowest possible price.

Will member’s existing points balance be affected?

You’re existing points balance will not be impacted. You will maintain all the points you’ve accumulated, and you will continue to redeem your points at the following redemption levels:

  • 2500 points = $5
  • 4500 points = $10
  • 8500 points = $20
  • 20000 points = $50
  • 35000 points = $100

How can members earn points faster with the upcoming program changes?

You can accelerate your points earnings if you take advantage of bonus points events and offers. Below is an example of an upcoming storewide 10x Plum Points event on Sept 10 – 13

Members can earn points up to 5X faster when they shop during our upcoming 10x plum points event!

Before Sept After Sept
(During quarterly bonus points event)
Member Spend $30 spent $30 spent
Base Points 10 points per dollar 5 points per dollar
Bonus Offering 0 bonus points 10x bonus points
Total Base Points
Awarded
300 points 150 points
Total bonus Points
Awarded
0 1350
Total Points Awarded 300 points 1,500 points

Does it cost anything to become a member?

plum rewards is absolutely free to join and there are no annual membership fees.

Can anyone get a plum rewards membership?

To join plum rewards, you must be 16 years of age or older and have a valid Canadian address.

How can I join?

It's easy. You can join plum rewards online or you can become a member at cash in any one of our stores by providing your first name, last name and a valid e-mail address or mailing address and telephone number.

Where can I use my plum rewards membership?

You can use your plum rewards membership at any Indigo, Chapters, Coles, Indigospirit, SmithBooks and The Book Company locations, and online at //chapters.indigo.ca.

Where can I find out what's new with plum rewards?

We do our very best to keep our members up-to-date on all the great benefits offered with plum rewards membership. By providing an e-mail address, we are able to send you personalized recommendations, bonus points offers and much more. For general program updates, visit indigo.ca/plumrewards.

How do I cancel my membership?

To cancel your membership, you can email our plum rewards member services team at plumrewards@indigo.ca or call 1.877.977.PLUM (1.877.977.7586).

What type of member exclusives can I enjoy?

Being a member gives you access to exclusive partner offers for discounted tickets to Broadway shows, Cultural Experiences, Festivals and much more! You’ll also be eligible to enter private contests for advance movie screening passes, trips to film premiers, and world-wide vacations. Shopping event invitations and product sneak peeks are also part of your Members Get More benefits.

How do I find out about my member exclusives?

Make sure to opt-in to receive emails and connect with us on our social networks so you can hear about these great partner contests and offers. You can also visit our MEMBER EXCLUSIVES & CONTESTS page within the rewards centre to see a listing of all our current perks.

How do I collect plum points?

It's easy.

  1. In-store: show your plum rewards card each time you make a purchase in-store at any Indigo, Chapters, Coles locations. You can also scan your plum card at any in-store kiosk to earn points on your purchase.
  2. On the Indigo Mobile app or online at //chapters.indigo.ca. Log on with your email address and password. Make sure your plum account number is added to your Account Centre prior to making your purchase to earn plum points.

Do all purchases from Indigo retail stores qualify for plum points?

You can earn plum points on most items in stores. However, there are some exceptions. plum points will not be awarded on Starbucks/Indigo Café Food & Beverages, irewards memberships, eBooks, eReaders, electronics, Apple accessories, gift cards, delivery/shipping charges (where applicable), gifts with purchase, charitable donations (including but not limited to Indigo Love of Reading Foundation), the plum points redemption portion of a transaction, taxes, plastic bag fees, provincial fees (including but not limited to environmental handling fees), other applicable fees as may be required to be charged by Indigo from time to time and any other items specified as exclusions from time to time or where prohibited by law. Indigo reserves the right to add or remove products and services eligible for plum points at any time, in accordance with the plum rewards program Terms and Conditions.

The products and services eligible for plum points collection are posted at indigo.ca/plumrewards and are updated on a periodic basis.

Can I collect plum points for my online purchases at //chapters.indigo.ca?

Yes. You can collect plum points on kiosk purchases. Simply swipe your card or enter your member number before you make your purchase (instructions will be posted on the kiosk). Your plum points will be awarded to your account when your order ships.

Can I collect plum points for my purchases made at store kiosks?

Yes. You can collect plum points on kiosk purchases. Simply swipe your card or enter your member number before you make your purchase (instructions will be posted on the kiosk). Your plum points will be awarded to your account when your order ships.

How can I collect plum points faster?

To accelerate your points earnings, take advantage of personalized bonus offers and quarterly store-wide bonus offers. Login to your rewards centre to access all your personalized offers and to find out about upcoming bonus points events.

How will I learn about all the bonus plum points offers?

There are 3 ways to find out about all the bonus points offers:

  1. Email: Ensure we have your most current email address on file to receive personalized bonus offers via email.
  2. Indigo Mobile App: Download the Indigo mobile app to get instant access to your digital card, view your points balance, personalized offers and recommendations.
  3. Rewards Centre: You can also view your bonus offers when you log into your Rewards Centre account at indigo.ca/plumrewards.

Do I need to print off the bonus offers that appear in my plum Rewards Centre and present them at cash?

In most cases, all you’ll have to do is present your plum rewards card or membership number when you shop, meet the requirements of the offer (if applicable) and your plum points will be credited to your account. If a specific coupon is required to be presented at cash, this will be clearly stated in the offer.

How do I keep track of my plum points?

There are 3 ways to keep track of your plum points balance:

  1. In-store receipt: it's printed on your receipt when you shop in-store with your plum rewards card.
  2. Indigo Mobile App: Download the Indigo mobile app to get instant access to your digital card, view your points balance, personalized offers and recommendations.
  3. Rewards Centre: You can also view your plum points balance online by signing in to your Rewards Centre on indigo.ca/plumrewards.
    1. Are points transferable between plum rewards members?

      Yes. You can transfer points to another plum rewards member when you login at the Account Centre at indigo.ca. You'll automatically receive an e-mail indicating that your plum points have successfully been transferred. You'll also notice your plum points balance will be updated.

      Will my plum points ever expire?

      Not as long as you are an active plum rewards member. Your plum rewards account will remain active if you have collected at least one plum point, purchased online using a plum rewards card or redeemed plum points within the past 12 months. The easiest way to keep your membership active is to make at least one qualifying purchase every 12 months. If your plum rewards account is inactive for 12 months, all accumulated plum points will be forfeited. Your plum points will also become void if you cancel your account or switch to our irewards program.

      What if there is an error in my points balance?

      If there's a discrepancy with your points balance, please contact our customer service team at plumrewards@indigo.ca for assistance.

      What happens to my points when I return an item?

      When you return an item for which plum points were awarded, the points you earned for that purchase will be deducted from your account.

      What if I forgot my card at home? Can I still earn my points?

      Your plum rewards member card allows you access to your benefits. It is important to carry it with you to earn plum points, redeem for in-store savings and to be eligible for your personalized offers & recommendations. You can also download the Indigo mobile app to get instant access to your digital card, view your points balance, personalized offers and recommendations. If you happen to forget your member card and do not have your membership number available when making a purchase in-store, visit us within 14 days of your purchase and present the original receipt, and we will be happy to award you your plum points.

How do I redeem my plum points?

You can redeem your plum points towards in-store or online purchases as soon as you reach the first redemption level (2,500 points for $5). Simply present your plum rewards card at cash or enter it during the check-out process on indigo.ca. 35,000 points is the maximum that members can redeem in a single transaction.

Can I redeem my plum points on any purchase I make in-store? Are there any restrictions?

You can redeem your plum points on most items in stores and online. However, there are some exceptions. Points may not be redeemed for: Starbucks/Indigo Café Food & Beverages, irewards memberships, eBooks, eReaders, electronics, Apple accessories, gift cards, delivery/shipping charges (where applicable), gifts with purchase, charitable donations (including but not limited to Indigo Love of Reading Foundation), taxes, plastic bag fees, provincial fees (including but not limited to environmental handling fees), other applicable fees as may be required to be charged by Indigo from time to time and any other items specified as exclusions from time to time or where prohibited by law. Indigo reserves the right to add or remove products and services eligible for plum rewards redemption at any time, in accordance with the plum rewards program Terms and Conditions. 35,000 points is the maximum that members can redeem in a single transaction.

The products and services eligible for plum points redemption are posted at indigo.ca/plumrewards and are updated on a periodic basis.

Can I redeem plum points for my purchases at //chapters.indigo.ca?

Yes, purchases made online at //chapters.indigo.ca are eligible for point redemptions.

Can I redeem plum points for my purchases on the store kiosks?

Currently, payment transactions processed through our kiosks are not eligible for point redemptions. However, if you choose the “PAY AT THE CASH DESK” option during your transaction at our kiosk, you will be able to redeem your plum points towards your purchase.

What are personalized recommendations?

Personalized recommendations are products suggested by Indigo just for you, based on activity such as your purchase history and preferences listed in your account profile. It’s our goal to save you time and help you discover products you’ll use and love.

Where can I access my personalized recommendations?

There are 4 ways that you can access your personalized recommendations:

  • Ensure we have your correct email address - we may also e-mail personalized recommendations directly to you.
  • Download the Indigo mobile app to get instant access to your digital card, view your points balance, personalized offers and recommendations.
  • Rewards Centre: indigo.ca/plumrewards once you log on to your Rewards Centre. Look for the My Recommendations section.
  • At the Kiosk in Chapters or Indigo stores. Simply insert your plum rewards card into the kiosk and you will have access to your personalized recommendations.

How does Indigo know what to recommend to me?

Personalized recommendations are determined based on your activity with Indigo, including:

  • The types of products you purchase from our stores
  • The preferences you’ve indicated in your account profile

The more purchases and activity you have with Indigo, Chapters, Coles, Indigospirit, SmithBooks and The Book Company locations as a member, the better your recommendations will become.

Can I save my recommendations?

You can save the products that are recommended for you by clicking on "+Add to My Wish List" or "+Add to My Shopping List".

Where can I find my member number?

Your plum rewards member number is the 12-digit number found on the back of your member card. Or, if you signed up online, your member number is noted in your online account. Download the Indigo mobile app to get instant access to your digital card, view your points balance, personalized offers and recommendations.

Why do you need my e-mail address?

We need your unique email address to maintain and properly service your points account (i.e. to help ensure that only you get access to your points, and to notify you of any relevant program changes). In addition, by providing us with your e-mail address and by opting in to give us consent, we can send you personalized recommendations, bonus plum points offers, and exclusive member offers/promotions/events. If you prefer not to receive promotional emails, you may opt out by updating your online account, by contacting customer service 1.877.977.PLUM(7586) Mon-Fri 9am -7pm EST, by requesting the change at your local store, or by clicking unsubscribe at the bottom of any promotional email. Note that you will continue to receive important emails related to your plum rewards account.

I signed up for plum rewards in-store. How do I activate my online account?

When you sign up for plum rewards in-store with a valid email address, you will receive an activation email shortly after. This email will give you instructions on how to manage your profile in your online account, track your plum points, and use your account to view personalized recommendations and bonus offers.

How do I change my contact information?

Sign into your online account at indigo.ca/plumrewards. Once there, you can add or update your address and other contact information. You can also ask a store associate at cash to update the information in-store or contact us at 1-877-977-PLUM (1-877-977-7586)

Will my membership information be shared with other companies?

Indigo does not rent or sell our plum rewards members’ personal information to any third party organization or individual. The collection of contact information is done so in order to advise members of account information, promotions, contests and/or important changes to the program. The information also enables Indigo to customize products or services to better meet your preferences and to offer you products and services from Indigo and other sources that may be of interest to you. Trusted third parties may be used to process/fulfill these communications, and in such cases, appropriate personal information will be given to them to allow for the service to be provided. Contractual or other appropriate means will always be used to ensure third party compliance with our privacy policy and all applicable privacy laws.

We maintain the highest standards with respect to privacy, security and integrity of personal information. For further information, click here for our detailed Privacy Policy.

How do I see my latest transaction?

Viewing your transaction history is easy. Simply log in to your plum rewards account at indigo.ca/plumrewards, and choose "Point Transaction History". You can view all the transactions that you’ve made using your plum rewards membership in the last 360 days.

What should I do if I lose my card?

If you lose your card or it gets stolen, visit us in-store or contact us at 1-877-977-PLUM right away and a replacement card will be issued to you with a new member number. Don't worry; all of your plum points will remain intact!

I signed up online and was given a “virtual card”. Will a card be mailed to me?

If you joined online, the card presented to you is a "virtual card" and contains your member account number. You will not be mailed a physical card. You can choose to keep that member number on hand (simply print it out for easy reference) or download the Indigo mobile app to get instant access to your digital card, view your points balance, personalized offers and recommendations and present it when making in-stores purchases. Or, if you prefer, you can replace your virtual card with a physical card by presenting valid photo ID in-store.

I recently joined irewards and would like to switch to plum. Will you let me switch?

You can switch to plum rewards from irewards at any time, however we recommend that you continue to use your irewards membership until it expires since the irewards membership fee is non-refundable.

What happens to my irewards discount if I switch to plum rewards?

If you are an irewards member and you decide to switch to plum rewards, you will earn plum points on purchases instead of receiving your irewards discount.

Can I be both an irewards member and a plum rewards member?

You can choose to be a member of either plum rewards or irewards, but not both. Our store staff can help you choose what program is right for you.

What happens if I'm a plum rewards member and would like to join irewards?

If you decide to switch to the irewards program, you will start receiving your irewards discount on purchases, and all plum points associated with your plum rewards account will be forfeited. If you would like to return to plum rewards in the future, a new account will be created.

My irewards card is about to expire. How will I know what program is better for me?

Our store staff can help you choose the program that best suits you based on your past shopping behaviour. Visit us in store and a store associate at cash will be ready to help you decide.

Log in to your account centre

Or search our online help