Frequently Asked Questions
Frequently Asked Questions - beginning December 1, 2017
Automatic Delivery Rewards (ADR) Frequently Asked Questions
Q) What is ADR and why should I join?
A) ADR, or Automatic Delivery Rewards, is a program where a Distributor, Preferred Customer 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. Having an ADR is also a requirement for LOI and above Distributors to earn bonuses.
Q) What are the benefits of the ADR Program?
A) The ADR Program allows you more control over the management of your ADR. Although many of the benefits are greatly improved, we are most excited that you are able to better manage your ADR 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 ADR program will be the same in whatever regional market in which you may sponsor.
Q) What are the rewards of ADR?
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 ADR orders with non-exempt products will earn Product Reward Points.
Q) How does one enrol on ADR?
A) Enrolment can be completed over the phone, by mail/fax, or by simply going online.
Q) Are there any requirements to create an ADR account?
A) Yes. The minimum value of an ADR order must be 50 PV* in order to receive the ADR benefits. If the minimum value is not met, then the ADR simply becomes a regular reoccurring order without the ADR benefits. * PV: Point Value assigned to the purchase of products and services.
Q) Can I have an ADR order ship more than once a month?
A) No. Each member is allowed to sign up for as many ADR accounts as they please, but each ADR account may only have one shipment per month.
Q) Are there any restrictions to what product I can order on an ADR?
A) Yes. Promotional/Holiday packages are restricted from ADR orders. However, you may place any individual product from the Nu Skin or Pharmanex brands on your ADR order. Some packages such as Sponsoring Packages and ADR only packages can be added to your ADR order but with no further discount, and Product Reward Points will not be earned.
Q) How does phone ADR differ from online ADR?
AUSTRALIA ADR management online incurs no additional shipping & handling fee and the Economy Express rate will apply. ADR management over the phone will automatically incur the Signature Express rate that is the same as a regular phone order.
NEW ZEALAND ADR management online incurs no additional shipping & handling fee and the reduced standard rate will apply. ADR 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 ADR?
AUSTRALIA You can make changes to your ADR online or through the Call Centre. Economy Express shipping rates only apply to changes made online.
NEW ZEALAND You can make changes to your ADR 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 ADR?
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 ADR order and is sent out every time your ADR ships.
Q) How do I pay for my ADR?
A) Your ADR 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 ADR, will there be a fee?
AUSTRALIA No, there will not be a fee for questions, but if you make a change to your ADR, 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 ADR, regular shipping rates will apply.
Q) Can I create a Bi-monthly ADR 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 ADR order with a minimum of 50PV.
Q) How do I cancel my ADR?
A) To cancel your ADR, please contact your local Call Centre by phone, fax or email. You cannot cancel your ADR online.
Q) Is there a cancellation fee?
A) No, there is no cancellation fee.
Q) Can I reactivate my ADR once I cancel?
A) Yes. You may reactivate your ADR once you cancel, but you will not retain the Product Reward Points that you had previously earned. When you reactivate your ADR you will start over again at earning Product Reward Points at 20% for your next 12 month’s ADR orders.
Q) Is there any documentation needed to cancel my ADR?
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 ADR has been cancelled?
A) A confirmation email is sent to the email address that is provided on your ADR order.
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 ADR online, please refer to the online tutorial which is available online under ‘help’.
Q) What price does a regular web order receive?
A) Web orders receive the same price as ADR orders – 5% off the Wholesale price. Web orders exclude the ability to earn Product Reward Points.
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 ADR?
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 ADR order PV amount (50 PV minimum). A total of 75 can be earned each month. A maximum of 900 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 ADR:
· 10% - For all Bi-Monthly ADR shipments
· 20 % - first year on program (when you make your first 12 monthly orders)
· 30 % - 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 ADR, do I lose my Product Reward Points?
A) Yes. They will be deleted at the end of the month in which your ADR 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 ADR-only packages and Holiday/Promotional packages.
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 ADR 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 ADR, 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 ADR. 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.
Q) What is a hold?
A) A hold is when your ADR order does not ship for a specified month.
Q) How do I put a hold on my ADR?
A) To put a hold on your ADR, 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 ADR on hold up to 3 months/shipments per year.
Q) What will happen if I need to hold my ADR more than 3 times a year?
A) You will forfeit your ADR membership and will lose your benefits associated with that ADR.
Q) When I put my ADR on hold, does it stay on hold until I take it off?
A) ADR 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 ADR 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 ADR program you will need to maintain a minimum order of 50PV.
Q) What is an Override?
A) An override order is a new ADR order that will take the place of your existing ADR order for the current month. For example, if you normally have a monthly ADR 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 ADR 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 ADR order, your original ADR order will automatically resume the next month on your specified ship date.
Q) Do International Accounts receive full ADR 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.