Q) What is Subscription and why should I join?
A) Subscription, is a programme where a Brand Affiliate, Member or Retail Customer can receive products monthly with special rewards. Incentives include automatic monthly shipment on your date of choice, free Product Reward Points on every order to purchase product in the future.
Q) What are the benefits of the Subscription Programme?
A) The Subscription programme allows you more control over the management of your Subscription. Although many of the benefits are greatly improved, we are most excited that you are able to better manage your Subscription in your own time and over the internet. You will also earn free Product Reward Points on every order to redeem for product in the future. Another benefit is knowing that the Subscription programme will be the same in whatever regional market in which you may sponsor.
REWARDS
Q) What are the rewards of Subscription?
A) Rewards include automatic monthly shipment on your date of choice, free Product Reward Points earned every order to redeem for product in the future. Only Subscription orders with non-exempt products will earn Product Reward Points.
SIGNING UP
Q) How does one enrol on Subscription?
A) Enrolment can be completed over the phone, by mail, or by simply going online.
SUBSCRIPTION Requirements
Q) Are there any requirements to create a Subscription account?
A) Yes. The minimum value of a Subscription order must be 50 PV* in order to receive the Subscription benefits. If the minimum value is not met, then the Subscription simply becomes a regular reoccurring order without the Subscription benefits. * PV: Point Value assigned to the purchase of products and services.
Q) Can I have a Subscription order ship more than once a month?
A) No. Each member is allowed to sign up for as many Subscription accounts as they please, but each Subscription account may only have one shipment per month.
Subscription
Q) Are there any restrictions to what product I can order on an Subscription?
A) Yes. Promotional/Holiday packages are restricted from Subscription orders. However, you may place any individual product from the Nu Skin or Pharmanex brands on your Subscription order. Some packages such as Sponsoring Packages and Subscription only packages can be added to your Subscription order but with no further discount, and Product Reward Points will not be earned.
Q) How does phone Subscription differ from online Subscription?
AUSTRALIA Subscription management online incurs no additional shipping & handling fee and the Economy Express rate will apply. Subscription management over the phone will automatically incur the Signature Express rate that is the same as a regular phone order.
NEW ZEALAND Subscription management online incurs no additional shipping & handling fee and the reduced standard rate will apply. Subscription management over the phone will incur an additional shipping & handling fee that will be the same as a regular phone order.
Q) How do I make changes to (manage) my Subscription?
AUSTRALIA You can make changes to your Subscription online or through the Call Centre. Economy Express shipping rates only apply to changes made online. NEW ZEALAND You can make changes to your Subscription online or through the Call Centre. Discounted shipping rates only apply to changes made online.
Q) By when do I need to make any changes to my Subscription?
A) We recommend making any change at least 3 days before shipment (at least 5 days for Direct Debit payment options Australia only) to ensure that your change takes effect.
Q) If the ship date falls on the weekend what happens and when do they ship?
A) If the ship date falls on a weekend or holiday, the order will be shipped on the closest business day. (Saturday orders ship on Friday and Sunday orders ship on Monday)
Q) Will I be notified when my order ships?
A) Yes, an email is sent to the email address that is provided with your Subscription order and is sent out every time your Subscription ships.
Q) How do I pay for my Subscription?
A) Your Subscription order is charged to the credit card or payment type you have placed on file.
Q) How do I manage credit cards on file?
AUSTRALIA You may manage it online by clicking on My Account, or you may contact your local Call Centre. Economy Express shipping rates only apply to changes made online. NEW ZEALAND You may manage it online by clicking on My Account, or you may contact your local Call Centre. Discounted shipping rates only apply to changes made online.
Q) If I call into the Call Centre with questions regarding Subscription, will there be a fee?
AUSTRALIA No, there will not be a fee for questions, but if you make a change to your Subscription, Signature Express shipping rates will apply. NEW ZEALAND No, there will not be a fee for questions, but if you make a change to your Subscription, regular shipping rates will apply.
Q) Can I create a Bi-monthly Subscription order?
A) Yes you can. The first order will need to be set up via the Call Centre, but after that time you can manage your Bi-monthly order online. However, please note that in order to qualify for a monthly commission cheque you will need a monthly Subscription order with a minimum of 50PV.
CANCELLATION
Q) How do I cancel my Subscription?
A) To cancel your Subscription, please contact your local Call Centre by phone, fax or email. You cannot cancel your Subscription online.
Q) Is there a cancellation fee?
A) No, there is no cancellation fee.
Q) Can I reactivate my Subscription once I cancel?
A) Yes. You may reactivate your Subscription once you cancel, but you will not retain the Product Reward Points that you had previously earned. When you reactivate your Subscription you will start over again at earning Product Reward Points at 15% for your next 12 month’s Subscription orders.
Q) Is there any documentation needed to cancel my Subscription?
A) No, there is no documentation needed to cancel. You just need to contact your Call Centre by phone, fax or email to do so.
Q) How will I know if my Subscription has been cancelled?
A) A confirmation email is sent to the email address that is provided on your Subscription order.
ONLINE
Q) What can be managed online?
A) You can change the Credit Card details, addresses, place an override order, and redeem Product Reward Points for products.
Q) How do I manage my account online?
A) To manage your Subscription online, please refer to the online tutorial which is available online under ‘help’.
Q) What payment types are accepted for online orders?
A) MasterCard and Visa credit card payments are only available for Australian and New Zealand online orders.
Q) Will the Call Centre still be available for help with my Subscription?
AUSTRALIA Yes, but Signature Express shipping costs apply. NEW ZEALAND Yes, but regular shipping costs may apply.
PRODUCT REWARD POINTS
Q) How are Product Reward Points earned?
A) Points are awarded monthly and are based off the Subscription order PV amount (50 PV minimum). A total of 1000 can be earned each month. A maximum of 12000 can be earned on one ID at a time with points expiring on the 13th month after they were earned. The amount is determined by how long you have been on Subscription: · 10% - For all Bi-Monthly Subscription shipments · 15 % - first year on programme (when you make your first 12 monthly orders) · · 20 % - after one year (when you make your 13 + monthly order)
Q) Can I redeem my Product Reward Points in other countries?
A) No, you can only redeem Product Reward Points in the country that they were earned.
Q) How can I tell when my Product Reward Points are going to expire?
A) An expiration date will be shown online, through the call centre, on receipts, and emails.
Q) If I return a product, will the Product Reward Points I earned be deducted?
A) Yes. The amount of Product Reward Points that product earned will be deducted from the total that the Distributor currently has.
Q) If I cancel my Subscription, do I lose my Product Reward Points?
A) Yes. They will be deleted at the end of the month in which your Subscription was cancelled.
Q) Are there products that don’t earn Product Reward Points or aren’t redeemable with Product Reward Points?
A) Yes. All products will be a marked whether or not they earn, or are redeemable with Product Reward Points. Examples of non-redeemable products are marketing materials, Fast Start Product (FSP) Packages, special Subscription-only packages and Holiday/Promotional packages.
Q) What happens to my Subscription and Subscription points when my credit card expires and payment declines?
A) You will be informed by SMS and email to update your credit card details if they have expired or changed. If no activity is performed to update the credit card details within 3-month of notification the Subscription will be cancelled and Subscription points wiped.
POINT REDEMPTION
Q) How much is one point worth?
A) As Product Reward Points are earned based on the value of PV they are also redeemed based on the value of PV. One reward point will equal one Subscription PV.
Q) When are my Product Reward Points awarded?
A) Product Reward Points are awarded on the first business day of each month for the previous month's purchases.
Q) How can Product Reward Points be redeemed?
A) They can be redeemed over the phone, fax, mail, walk-in centres, or online through the redemption centre. Product Reward Points may only be redeemed when the entire price of a product may be redeemed with Product Reward Points.
Q) How can I see how many Product Reward Points I have available?
A) You can check online, Sydney walk-in centre, or through the Call Centre. You will also be able to see Product Reward Points available, being earned, Product Reward Points redeemed, and Product Reward Points that are going to expire.
Q) Do I pay shipping costs when I use Product Reward Points?
A) Yes, on Subscription, regular phone and online orders.
Q) Can I return a product that I purchased with Product Reward Points?
A) No, products purchased with Product Reward Points are non-refundable.
Q) Can I redeem Product Reward Points at the Sydney walk-in centre?
A) Yes, but handling fees may apply.
Q) Can I redeem Product Reward Points online?
A) Yes. You can redeem them on a one time order or on your Subscription. There is no minimum PV required to use your Product Reward Points on either order, but handling and shipping rates will apply.
Q) Can anybody else use my Product Reward Points?
A) Only you and someone to whom you give permission may use your Product Reward Points. To give someone permission, you will need to send in a letter with your signature stating that a specific individual has permission to use your Product Reward Points. This can be faxed or mailed to your market’s designated call centre for documentation. Please contact the call centre for address or FAX number. The Product Reward Points can only be redeemed on the account that they were earned.
HOLDS
Q) What is a hold?
A) A hold is when your Subscription order does not ship for a specified month.
Q) How do I put a hold on my Subscription?
A) To put a hold on your Subscription, you will need to contact the Call Centre, or change your shipping date online.
Q) How many holds do I have per year?
A) You may put your Subscription on hold up to 3 months/shipments per year.
Q) What will happen if I need to hold my Subscription more than 3 times a year?
A) You will forfeit your Subscription membership and will lose your benefits associated with that Subscription.
Q) When I put my Subscription on hold, does it stay on hold until I take it off?
A) Subscription orders placed on hold will automatically resume after the hold period (maximum 3 months per year).
Q) How long is a hold?
A) A hold is a one month period.
Q) If I hold my Subscription does it hold the other shipments under my account?
A) No. you have the option to hold all or specify which order to hold.
Q) What should I do if I start to acquire too much product?
A) If you notice that you are experiencing a product stockpile, adjust your order to fit your needs. You can change your products or change your ship date. Please remember that in order to enjoy all the benefits from the Subscription programme you will need to maintain a minimum order of 50PV.
OVERRIDE
Q) What is an Override?
A) An override order is a new Subscription order that will take the place of your existing Subscription order for the current month. For example, if you normally have a monthly Subscription order ship on the 20th of each month you can call in or go online and place an override order on the 12th with different product, different payment type and a different shipping address and have it replace your order scheduled to ship on the 20th. You will receive the same Product Reward Points that you would normally and your monthly shipment will simply be held until the next month.
Q) Does an Override change my order permanently?
A) No. An override does not change your order permanently.
Q) Do overrides affect my Product Reward Points?
A) No, override orders will not affect your Product Reward Points. You will still earn Product Reward Points off of your override order as you would from your normal Subscription order as long as you maintain your 50PV order minimum.
Q) If I override my order, does that change my ship date permanently?
A) No. If you override your Subscription order, your original Subscription order will automatically resume the next month on your specified ship date.
International Accounts
Q) Do International Accounts receive full Subscription benefits?
A) No. Accounts within Australia, New Zealand, French Polynesia and New Caledonia may qualify for full benefits within any market in the Pacific region. Accounts from outside the region will not be eligible to earn Product Reward Points.