Does this help?

My code is not working
Updated 2012-05-30 13:24:13
If you are having difficulty redeeming your feature code, please verify that you have entered the correct feature code by reviewing the email confirmation or by logging into the Ganz eStore and finding your order under the “Order History” section.

To find your feature code(s), log into your Ganz eStore account and click the "Manage Account" link on the top right corner of your screen above the red "Checkout" button.  You will then be given the option to review your order history, click "do this now".  From this page, you need to click on the order number for the specific order containing the codes that you are attempting to retrieve.  Submit the codes found in your order history in the Code Shop to collect your new item(s).

To enter your secret code(s), log into your account and visit the adoption center.  Ms. Birdy will guide you through the adoption process.  If you are new to Webkinz World, click the “Play” button from the Webkinz homepage and then "I'm New" to begin your first adoption.