Frequently Asked Questions

Overview

What is the AEP Energy Reward Store?

AEP Energy Reward Store is an online marketplace, available to AEP Energy customers, stocked with energy-efficient and connected home products for your home. All items in the store have been researched by industry experts and are recommended by AEP Energy.

How do I find products in AEP Energy Reward Store?

You can view the available products by clicking on a category from the navigation bar towards the top of the page. From the collection page, you can click on any product to see additional details and specifications. The AEP Energy Reward Store's homepage also features energy-saving products you can click on for more details.

What can I buy in AEP Energy Reward Store?

We offer a variety of smart thermostats, connected home products, lighting products, water savings products, outdoor living products, and advanced power strips. We regularly add new products, and we update our inventory according to demand and availability.

How do I review a product?

You can add a review by clicking on the product, scrolling down to the “Product Reviews” tab and clicking on “Write a review.”

 

Account Access

How do I log in to Reward Store?

You can activate your Reward Store account by visiting www.AEPenergy.com/login. If you already have a username and password, simply log into your online account. Navigate to the top right corner of your Account Home page and click the “Shop Now” button. You will be asked to read and agree to the Terms and Conditions of Agreement for Reward Store. Once you have accepted the terms, you can explore and shop Reward Store. 

Why should I log in to AEP Energy Reward Store?

There are benefits to logging in:

  • Provides access to your order history and details about each order (such as items in the order, a breakdown of charges, and shipping/billing address used).
  • Pre-populates your shipping information, based on the primary address on your electric service account (you can change it if you like).

To log out of your accounts, click on your name and select “Logout” from the dropdown menu.

Reward Dollars

How do I redeem my reward dollars?

Reward Dollars will be applied to your total, including taxes and shipping, at checkout. 

Where can I find my Reward Dollar balance?

Your Reward Dollar balance will appear at the top of each page in Reward Store if you are logged in. You can also view your Reward Dollars balance in your AEP Energy online account. Your Reward Dollar balance will appear on the top right corner of your Account Home page.  

Can I still purchase products from Reward Store if I don't have enough Reward Dollars?

Yes, the Reward Store accepts different forms of payment for standalone purchases or purchases combined with the redemption of Reward Dollars. 

Payment Information

What payment methods are accepted in AEP Energy Reward Store?

We accept Visa, MasterCard, American Express, JCB, Discover and Diners Club.

Why wasn’t I able to complete my credit card transaction?

Please check that your credit card and billing information is correct. If you still can’t complete your transaction, please call us at 1-844-912-2135 and we will be happy to help.

 

Order Information

How can I view and print my order confirmation?

You’ll receive a confirmation email with all your order details.

How do I track my order?

You will receive a tracking number for your shipment as soon as we release it to the delivery company. We cannot adjust your shipping address once your order has shipped.

The item I bought is now on sale. Can I get a price match?

Because sales and promotions have strict dates set by the manufacturer, our company policy does not allow us to price match orders placed before or after the advertised sale period. We apologize for any inconvenience.

How do I cancel or modify my order?

To find out if your order can be canceled or modified, please contact us or call 1-844-912-2135. We are happy to help.

If your order has already been processed for shipment, we will not be able to cancel it, so you’ll be directed to Returns after you receive your order. 

Why is my item on backorder?

On rare occasions, popular products may be temporarily sold out, but usually will be back in stock quickly.  If you’d like to adjust your order, please contact us or call 1-844-912-2135. We are happy to help.

How do I view my previous orders?

When you log in to AEP Energy Reward Store, several options will appear in the box under your name. Select “AEP Energy Reward Store Account” to view your order history and details about each order.

Shipping & Delivery

For shipping and delivery questions, please visit Shipping.

Returns

For questions on returns, please visit Returns.

Installation

Will AEP Energy install my thermostat?

AEP Energy does not offer installation services on smart thermostats. Please be aware of the installation requirements for each thermostat before purchasing. To check installation compatibility, please review the following:

Does my smart thermostat need a C-wire?

Some thermostats require a C-wire to power the device. Depending on the thermostat you buy, you may or may not need a C-wire. Please check the product details of the thermostats you’re considering to find out if a C-wire is required.

If the smart thermostat you’re buying requires a C-wire and an adapter is not included, you can purchase one separately (search for “C-wire adapter”) or a contractor can help you install the device. 

Make sure to check your current wiring before purchasing any thermostat, and review the installation compatibility checks listed above.

Product Warranties

All warranties are provided by the product manufacturers. Please visit the product manufacturer website for warranty information.

Privacy

Your privacy is very important to us. For details, please visit AEP Energy Reward Store Privacy Policy. For your convenience, here are links to the Privacy Policy of each of the thermostat manufacturers on AEP Energy Store :

Other Questions

Still have questions? We are happy to help. Please contact us or call 1-844-912-2135.