Welcome to the Information Center!

Here are some answers to commonly asked questions. If you still can’t find your answer, you can contact us through our Contact Us page.

1. Why are you changing the Lunchmate Bucks® PIN codes to have an expiry date?
2. Will my old Lunchmate Bucks® PIN codes still work?
3. If the PIN codes expired in June 2010, do I lose all of my Lunchmate Bucks® that I’ve already deposited into my account?
   
4. Do I need to collect more points now for rewards?
5. How long before the new PIN codes expire?
6. Do I still need to retain the old PIN codes for reward verification?
7. I’m over 14 now, but was only 11 when I signed up originally. Will I be required to get my parent’s consent again?
8. When I agree to new terms and conditions, can I change my username, First name, or email address?
9. What if I don’t want to agree to the new terms and conditions?
10. Who can become a Citizen of Lunchmate City?
11. What if I’m UNDER 9
12. I’m being asked for my Lunchmate name and password. What is this?
13. What if I forgot my password?
14. Why won’t the registration let me use my chosen Lunchmate name?
15. I’m having trouble registering. Any tips?
16. What if I don’t have an email address?
17. Can I change the look of my Lunchmate?
18. Who can view my profile?
19. What are Lunchmate Bucks?
20. How do I accumulate Lunchmate Bucks?
21. How do I know how many Lunchmate Bucks I have?
22. What do I do with PIN codes?
23. Can I give my Lunchmate Bucks to someone?
24. Donate my Lunchmate Bucks. What is this?
25. My PIN code was rejected – Why?
26. How do I claim a Reward?
27. Do I have to keep my original Lunchmate Bucks?
28. I didn’t keep (or I lost) my Lunchmate bucks. Can I still claim my prize?
29. Why was my Redemption declined?
30. Will out of stock items come back?
31. Can I exchange or return reward items?
32. Where will you deliver?
33. Do I have to pay for delivery?
34. How long does delivery take?
35. It’s been 8 weeks and I have not received my reward.
36. I did not receive an email to activate my child’s account
37. Where do I find my Lunchmate City virtual pet?
38. Why can't I enter some of the buildings in the city?
39. Will background buildings become active in the future?
40. How do I change my user/parent email address?
41. How do I deactivate my account?
42. I purchased a Music Download but didn’t write down my Music Download Code. Where can I find it?
43. I purchased a Music Download and I lost the link to the Song Download page.
44. Why can’t my daycare / nursery school register for a School Account in lunchmatecity.com?
45. I have a School Account, why can I not redeem points?
46. Why can I not set up a School account?
47. Why can’t I enter the contest?
48. How many PIN codes per day can I enter?
49. I just opened a Class account but it won’t accept my PIN codes.
50. I can’t register my School / Class Account.
51. How long does it take for the activation process?
52. Is there a limit to the number of rewards my school/class can redeem?
53. Do we need to keep the original packaging with PIN codes?
54. It’s been several weeks since I have registered for my school/class and I have not received an email notifying me of the activation.

1. Why are you changing the Lunchmate Bucks® PIN codes to have an expiry date?


We are making this change to improve efficiencies on the site and to ensure that Lunchmate City remains an exciting and fun place to visit.


2. Will my old Lunchmate Bucks® PIN codes still work?


No they will not.  Lunchmate Bucks® that do not have an expiry date printed on them expired June 30, 2010.  Maple Leaf Foods sent out several email notices to all Lunchmate City™ members and posted a notice on lunchmatecity.com 6 months in advance of the expiration date.  All packages of Lunchmates™ and SmartSnax™ now have expiry dates printed on the packages.



3. If the PIN codes expired in June 2010, do I lose all of my Lunchmate Bucks® that I’ve already deposited into my account?
   


No, definitely not! Your bank balance of Lunchmate Bucks® will not change or expire. You keep all of the Lunchmate Bucks® that you have in your bank account.



4. Do I need to collect more points now for rewards?


No, we haven’t changed the number of Lunchmate Bucks® required for the great rewards on Lunchmate City. Your Lunchmate Bucks® are still worth the same amount as before.


5. How long before the new PIN codes expire?


There is an expiry date on all Lunchmate Bucks® PIN codes. That date changes so please make sure that you pay attention to the expiry date but we will ensure you have lots of time to enter the bucks into your bank account.


6. Do I still need to retain the old PIN codes for reward verification?


Yes, this rule hasn’t changed. Please keep all of you Lunchmate Bucks® PIN codes, whether with or without expiry dates, to ensure you have no problems redeeming your next reward.


7. I’m over 14 now, but was only 11 when I signed up originally. Will I be required to get my parent’s consent again?


No, if you are 14 years old or older, you no longer need your parents consent to agree to the terms and conditions. The system will automatically recognize that you are now 14.


8. When I agree to new terms and conditions, can I change my username, First name, or email address?


No, you won’t be able to change your username or First name. Your username and First name cannot be changed as that is how we know you are a member of Lunchmatecity.com. If you need to change your email address, please click on the Edit Profile link at the top of the screen. You will see a section where you can change your email address. If required, you can also update your password and address in the same Edit Profile section.


9. What if I don’t want to agree to the new terms and conditions?


You need to agree to the terms and conditions of Lunchmatecity.com to be a Lunchmate City citizen and to keep your Lunchmate Bucks® balance. If you do not agree you will not be able to use your account.


10. Who can become a Citizen of Lunchmate City?


You must be 9 years of age or older (13 years of age or older in the Province of Quebec), and a resident of Canada in order to become a Lunchmate City Citizen. Users between 9 & 13 years of age must first have their parent’s permission.


11. What if I’m UNDER 9


Sorry, you have to be at least 9 years of age at the time of registration to participate (13 years of age or older in the Province of Quebec). You can still browse through the city and play the games. Ask your parent if they want to become a Citizen of Lunchmate City.


12. I’m being asked for my Lunchmate name and password. What is this?


When you register, you will create your own Lunchmate character and a unique name. You will also be asked to enter a password. Pick something you can remember because you will need both your Lunchmate name and your password every time you log on to the site.


13. What if I forgot my password?


Go to the login page and select I’m Already a Citizen, there you can provide us with your first name and email address and we’ll email you your password.


14. Why won’t the registration let me use my chosen Lunchmate name?


Lunchmate City Citizens have a unique user name and password. So, you have probably chosen a name that a registered member has already chosen. Pick something else.


15. I’m having trouble registering. Any tips?


Make sure you’ve answered all the questions on the registration form. Don’t forget, you need to be at least 9 years old at the time of registration (13 years of age or older in the province of Quebec) and a resident of Canada. Also make sure you have read the Official Terms and Conditions of Lunchmate City and have checked the acceptance box. If you’re still having trouble, please contact us via our Contact Us page.


16. What if I don’t have an email address?


No problem, simply enter in your parent’s email address. Make sure they know you are using their email address. Unfortunately, an email address is required to become a citizen of Lunchmate City.


17. Can I change the look of my Lunchmate?


Sure! You can change your avatar by clicking on the Edit Avatar button at the top of the screen. After your choose your gender and click Submit, you will be taken to your avatar's bedroom. There are closets here where you can choose different hair, tops, bottoms, and shoes and change their colours. You can purchase different clothes for your avatar at the Lunchmate City Clothing Store too! You can also change your hair colour and eye colour. You can choose to make these changes as often as you like!


18. Who can view my profile?


Only you can view your profile. That is, unless you’ve left your computer while still logged on. Make sure you log off when you’re done! We will never sell or lend your information to third parties except for delivery purposes. We take your privacy seriously! Click here to read our Privacy Policy


19. What are Lunchmate Bucks?


Each specially marked package of Schneiders Lunchmate® and Schneiders SmartSnax^TM products has a 16 digit PIN code printed on the inside of the package. After you’ve logged on, take your Lunchmate to The Lunchmate City Bank and choose the “Make a Deposit” option. Enter the PIN code from your package and submit. Each PIN code has a Lunchmate City Buck value and this amount will be deposited to your account. Make sure to keep your Lunchmate City Bucks (the packaging) as we may ask for your Lunchmate Bucks when you redeem a reward.


20. How do I accumulate Lunchmate Bucks?


Each time you enter a PIN code into your bank account, a deposit will be made to your account for the value of Lunchmate Bucks associated with that code. PIN Codes can be obtained by purchasing specially marked packages of Schneiders Lunchmate® and Schneiders SmartSnax^TM products.


21. How do I know how many Lunchmate Bucks I have?


You can check your balance any time you are in the Bank. Also, when you are in a store, your balance will appear at the bottom right of your screen next to your Lunchmate.


22. What do I do with PIN codes?


Once you’ve registered as a Citizen of Lunchmate City, you can turn the PIN code from your package into Lunchmate City Bucks simply by entering the code as a deposit in your bank account. Build your account by entering more PIN codes as you get them. Please note you can only enter a maximum of 10 PIN codes per day. Lunchmate Bucks can then be redeemed online for merchandise rewards. Browse the site for rewards offered in the stores of Lunchmate City.


23. Can I give my Lunchmate Bucks to someone?


Sorry, Lunchmate City Bucks are non-transferable and have no monetary value. You may however, donate some or all of your Lunchmate Bucks to the Children’s Miracle Network. Go to the Lunchmate City Bank and select Donate Lunchmate Bucks . Once you make that donation, you can not change your mind and get them back.


24. Donate my Lunchmate Bucks. What is this?


If you do not want to redeem your Lunchmate Bucks for the rewards in the City, you can choose to donate them to charity Schneiders will make a donation in merchandise rewards to the Children’s Miracle Network in the amount of the total Lunchmate Bucks that the charity has accumulated in its account.


25. My PIN code was rejected – Why?


First, try re-entering the PIN code to make sure you entered the code correctly. Don’t forget to include the dashes. If the code is still not being accepted, you have already entered that PIN. Each code may only be entered once. You can only enter a maximum of 10 PIN codes per day. If you are still have troubles, please contact us via our Contact Us page.


26. How do I claim a Reward?


Each item in the stores will have a purchase option. You can only purchase items you have enough Lunchmate Bucks to redeem.


27. Do I have to keep my original Lunchmate Bucks?


YES! You may be asked to send in your original Lunchmate Bucks with PIN codes (from the package) in order to claim your reward.


28. I didn’t keep (or I lost) my Lunchmate bucks. Can I still claim my prize?


Unfortunately, we may ask to see your Lunchmate Bucks to claim any rewards, if asked to submit your Lunchmate Bucks and you are unable to provide them, your reward will be cancelled and the Lunchmate Bucks will not be credited to your account, so KEEP YOUR LUNCHMATE BUCKS IN A SAFE PLACE! If you have not kept your Lunchmate Bucks and you have not attempted to claim a merchandise reward with those Lunchmate Bucks, then you can use those unclaimed Lunchmate Bucks to claim music downloads, virtual pets or enter our sweepstakes.


29. Why was my Redemption declined?


You may not have enough Lunchmate Bucks to redeem for this item. Keep entering new PIN codes into your account and you’ll be redeeming your Lunchmate Bucks in no time. You can only claim one reward per day and a maximum of three rewards per month. However, you can redeem as many music downloads as you would like. You may not be able to redeem if that particular item is out of stock Below the item description you can see how many items are in stock.


30. Will out of stock items come back?


Maybe, we have a limited number of each reward and once an item is gone, we may not be able to get anymore. We do get new stuff to replace out of stock items so check back often to see what rewards are available.


31. Can I exchange or return reward items?


Sorry, once you submit an order you cannot cancel, exchange, refund or return the item. All transactions are final so make sure you choose carefully.


32. Where will you deliver?


All rewards will be delivered to the street address on your registration, anywhere in Canada. Sorry, we can not deliver to post office boxes, so please ensure you provide us with a street address. It will come by mail or courier and it will take about 6 to 8 weeks to get to you. Please make sure that your address is correct and you keep your information up to date.


33. Do I have to pay for delivery?


No, all rewards you redeem from the stores will be delivered to you free of charge!


34. How long does delivery take?


The order process will take approximately 6 to 8 weeks.


35. It’s been 8 weeks and I have not received my reward.


Please contact us through our Contact Us page and we will investigate immediately.


36. I did not receive an email to activate my child’s account


Please check your junk mail as the email may be there. If you still do not find an email from us, you can follow these steps to get an email resent to you.

1. Click the button "I’m Already A Citizen."
2. Use the "Forgotten Password" functionality.  Enter the First Name and Email Address that was used to create the account.  This will then check your user account to see if it has been activated, and if it has not been activated it will resend the parental consent email.

If you still do not receive an email, please contact us through our Contact Us page.


37. Where do I find my Lunchmate City virtual pet?


Once you purchase your virtual pet, they will not automatically appear. To activate your pet, log in and click on the "Edit Avatar" link at the top of the screen. Click on the gender of your choice and click "Submit." You will be taken to your avatar's bedroom. There is a bed for your pet at the end of the bed in your bedroom. Scroll over the pet's bed. A box will appear around the bed and will let you scroll through your pets and change their colours. You can also choose to make your pet go away by clicking the icon in the top left corner. When you have updated your pet, click the "check mark" on the right to save your pet. You have now activated your pet.


38. Why can't I enter some of the buildings in the city?


Only some of the buildings in the city are active.  If you cannot enter a building it is part of the city background and therefore it is not active.


39. Will background buildings become active in the future?


It is possible that some background buildings will become active in the future; however, we cannot determine in advance which ones or when that will happen.


40. How do I change my user/parent email address?


Please click on the Edit Profile link at the top of the screen. You will see a section where you can change your email address. To change your parent’s email address, please submit this information via our Contact Us page.


41. How do I deactivate my account?


Please click on the Edit Profile link at the top of the screen. You will see a section where you can choose to deactivate your account. Please note that any accumulated Bucks in the Bank Account will be lost once the account has been deactivated.


42. I purchased a Music Download but didn’t write down my Music Download Code. Where can I find it?


To find your Music Download Code, you first must be logged in as a Citizen. Once logged in as a Citizen, click on "Explore the City" and then click on "Order History". All purchases except donations will be listed under your “Order History”.


43. I purchased a Music Download and I lost the link to the Song Download page.


The URL is: http://www.soundrewards.ca/lunchmatecity/


44. Why can’t my daycare / nursery school register for a School Account in lunchmatecity.com?


Lunchmate City school registrations are open only to elementary, secondary or elementary and secondary schools (excluding Quebec) recognized by the educational authority in the Province/Territory which is charged with the responsibility for recognizing educational institutions and authorizing such institutions to engage in providing educational instruction in that Province/Territory.


45. I have a School Account, why can I not redeem points?


Rewards redemption is suspended for School or Class accounts from June 1 to August 31. You may redeem for rewards from September 1 to May 31.


46. Why can I not set up a School account?


Only one school group account per school is allowed so perhaps your school already has an account set up with Lunchmate City. You can, however, open a class account for your class. Contact your school administrator if you would like to participate in your school account.


47. Why can’t I enter the contest?


School and Class accounts are not eligible to enter contests or sweepstakes.


48. How many PIN codes per day can I enter?


Individual accounts can enter a maximum of 10 PIN codes per day while a School or Class account can enter a maximum of 30 PIN codes per day.


49. I just opened a Class account but it won’t accept my PIN codes.


Your registration activation is being delayed while we review, verify and approve your registration. If a registration is declined, Maple Leaf Foods Inc will inform the would-be registrant of that fact by email sent to the email address that would-be registrant has supplied to Maple Leaf Foods Inc.


50. I can’t register my School / Class Account.


School and Class accounts are not open to Schools located in the province of Quebec. School and Class accounts are open to schools, which are recognized as being an authentic elementary, secondary or elementary and secondary school by the educational authority in the Province/Territory which is charged with the responsibility for recognizing educational institutions and authorizing such institutions to engage in providing educational instruction in that Province/Territory.


51. How long does it take for the activation process?


The activation process can take up to 4 weeks.


52. Is there a limit to the number of rewards my school/class can redeem?


A School or Class account may redeem up to 30 rewards per month.


53. Do we need to keep the original packaging with PIN codes?


YES, you need to keep the original packaging with the PIN codes as you may be required to submit them as proof of purchase to claim your reward.


54. It’s been several weeks since I have registered for my school/class and I have not received an email notifying me of the activation.


An email will be sent to the account holders email address informing them that the account has been activated or not. Please check your junk mail in case the email landed there.