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| Frequently Asked Questions |
| Below you will find answers to frequently asked questions. If you don't find the answer to your specific question, please Contact Us. |
 Membership Questions How do I change from Preferred to Direct status? |
| Download a "Customer Membership Agreement". Fill out Section 1 of the Customer Membership Agreement form and make sure to mark the Direct Customer box. Then, sign the bottom of the form in Section 5. On the top of the form, please hand write across the top "Changing Status Only". Once complete, please fax or mail to Melaleuca. |
| How do I change from Direct to Preferred status? |
| Download a "Customer Membership Agreement". Fill out Section 1: check Preferred Customer and select your Product Point commitment; Section 2: fill in all information; Section 3: select Back-up Order and initial; and Section 5: sign the Customer Membership Agreement form. On the top of the form, please hand write across the top "Changing Status Only". Once complete, please fax or mail to Melaleuca. |
| Can I change my Product Point Commitment? |
| Download a "Customer Membership Agreement". Fill out Section 1 of the Customer Membership Agreement form and sign the bottom of the form. On the top of the form, please hand write across the top "Changing Product Point Commitment". Once complete, please fax or mail to Melaleuca. |
| I wish to reenroll or reactivate, how do I do that? |
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| What do I need to do if I wish to cancel? |
| [Statement of Policies*] Election to Cancel Agreements A Marketing Executive may cancel his/her Independent Marketing Executive Agreement, and a Customer may cancel his/her Customer Membership Agreement, for any reason at any time by giving written notice to Melaleuca bearing his/her original signature, printed name, address, Customer Number and reason for canceling (to assist Melaleuca in improving its customer service). If an individual or entity is a Preferred Customer and a Marketing Executive, the letter should specify which agreement(s) should be canceled. Written cancellations received by Melaleuca on or before the 25th of the month will be effective the month received. Written cancellations received by Melaleuca after the 25th of the month will be effective the following month. Cancellation notices must be mailed to: Melaleuca, 3910 S. Yellowstone Hwy., Idaho Falls, ID 83402-6003. |
Business Questions Where can I download copies of various forms? |
| Business forms can be found in the Download and Print Center in the Business Library in the Business Center. |
| How does the compensation plan work? |
| A detailed Compensation Plan is available for your review in the Business Center. |
| What are The Seven Critical Business-Building Activities? |
| The Seven Critical Business-Building Activities can be found in the Business Library in the Business Center. |
| Can I see New Horizons Presentation Online? |
| New Horizons Presentation Online is located in the Business Library in the Business Center. |
| I'm part of a non-profit organization; can that organization become a Marketing Executive? |
| [Statement of Policies*] Individuals, Corporations, Tax Exempt Entities and Trusts Melaleuca will only consider for acceptance as Marketing Executives individuals or entities that fall into one of the following categories: (a) Individuals who are of the legal age. (b) Married couples of which at least one is of legal age. (c) Corporations in good standing in the state, province, or country of their incorporation which have as their sole shareholder(s), director(s) and officer(s) either one unmarried individual or a married couple. (d) Tax exempt entities which are registered and approved as tax exempt institutions under Section 501(c)(3) of the United States Internal Revenue Code or under Section 248(1) of the Income Tax Act of Canada. (e) Trusts established in accordance with Melaleuca guidelines. (f ) Charitable giving corporations established in accordance with Melaleuca guidelines. |
| Can my spouse and I own the business together? |
| [Statement of Policies*] Individuals, Corporations, Tax Exempt Entities and Trusts Subject to acceptance by Melaleuca, Independent Melaleuca Businesses may be owned by a married couple, of which at least one is of legal age. |
| When can I expect to receive my commission check? |
| [Statement of Policies*] Checks and Monthly Business Reports Commission and bonus checks are generally mailed by Melaleuca to Marketing Executives on or about the 15th day of each month for commissions and bonuses earned during the previous month. When the 15th day of the month falls on a weekend or holiday, checks will generally be mailed on the next business day. |
| Can I sell products in stores? |
| [Statement of Policies*] Selling in Stores Melaleuca is a strong supporter of home-based businesses and personal product presentations. To maintain a standard of fairness, Marketing Executives may not display or sell Melaleuca products in drug stores, health food stores, or grocery stores. Any display of Melaleuca products to the public must be tasteful and professional. A Marketing Executive may not display or sell Nicole Miller products in any type of retail setting. |
Customer Service Questions What is the Melaleuca fax number? |
| Toll Free: 1-888-528-2090, from Caribbean (Jamaica and Bahamas): 1-208-534-4995 |
| What is Melaleuca's mailing address? |
3910 S. Yellowstone Hwy, Idaho Falls, ID 83402 U.S. |
| What is the best way to confirm my customer's paperwork has been received? |
| Fax the completed paperwork to 888-528-2090 (North America only) or 801-812-8321 (Caribbean only). After 15 minutes, visit Fax Finder and enter in the fax number you used or enter in the confirmation number from your fax confirmation page. If any duplicate faxes are received, Melaleuca will charge $1.00 US per duplicate page. |
| I just sent my fax. How do I know Melaleuca received it? |
| Fax Finder is located under Reports & Tools in the Business Center or simply visit: www.melaleuca.com/faxfinder. Enter the fax number you used to send the documents or the confirmation number you received after the fax was sent. This will allow you to confirm the number of pages received. When possible, Melaleuca will send back a "fax received" confirmation (some fax machines are not set up to receive the confirmation). Faxes typically take about 48 hours to process. While we may not get to your fax immediately, it will be processed for the day it was received. |
| What are Loyalty Shopping Dollars and how do Loyalty Shopping Dollars work? |
Detailed information on Loyalty Shopping Dollars and how to use them is located in the Product Store. |
| How do I return a package? |
| Return the unused product to the address at the top of the invoice within 60 days of purchase. To ensure proper credit, please include a copy of the invoice along with your name and address. Unless you request otherwise, we will credit your account for the purchase price (less shipping and handling charges). |
How do I change my Product Point Commitment? |
Fill out a ‘Customer Membership Agreement' form (one can be downloaded online). Fill out Section 1 of the Customer Membership Agreement form and sign the bottom of the form. On the top of the form, please hand write across the top "Changing Product Point Commitment". Once complete, please fax or mail to Melaleuca. |
How long should it take for my order to arrive? |
Melaleuca's order process is streamlined to ship orders as quickly as possible. However, shipping times will vary depending on your location and the days of the month you shop. (Shopping near the end of the month will generally add a few days.) If your products have not arrived after 10 business days, please feel free to contact us and we will be happy to investigate. |
How are shipping costs calculated? |
Standard shipping (UPS) costs are calculated at $3.90 + 5.4% of order subtotal; for HI, AK, and PR shipping is $4.90 + 5.4% of subtotal. All US orders have a fuel surcharge that varies with the price of fuel. As of February 20, 2009, the surcharge was $0.43 per shipment. |
How is tax calculated? |
Taxes are based on the applicable tax rates of the state/city/county of the shipment destination. For details, please contact the local tax office of the shipment destination. |
What is the Backup Order? |
The Backup Order is another valuable benefit for our members who choose to shop with us each month. Preferred Customers receive a 30-40% discount on Melaleuca's world class products and many other valuable membership benefits by simply agreeing to buy a minimum of 35 Product Points each month. The Backup Order is an automatic way to help keep you, our Preferred Customer, in good standing to receive these valuable discounts and benefits. If you're away on vacation or business, don't meet your monthly Product Point commitment, or just forget to place an order any month, you will automatically receive a Backup Order. When you joined the Melaleuca family, you were asked to preselect your Backup Order so, in those months where it is needed, we could automatically ship your favorite products and, for your convenience, charge your method of payment on account. (If you did not preselect a Backup Order, we will ship you a variety of Melaleuca products sufficient to meet your product point commitment and charge your method of payment.) If you would like to select different products for your Backup Order or did not preselect your products at the time you joined, you can do so anytime by calling one of our friendly customer service representatives for assistance. |
Can I cancel an order after it has been placed? |
Due to our electronically streamlined order processing system, once an order has been placed on the phone or online, it cannot be canceled. |
How are refunds calculated? |
Refunds are given for the total purchase price of the product being returned, less shipping and handling charges. (Please refer to the “Satisfaction Guarantee” on your Customer Membership Agreement for additional details.) |
Web Questions How do I set up my web account? |
| By going to our "Creat Online Account" section linked from the "Member Sign In" page. |
| How do I get my ID number? |
Your ID number is an eight digit number that can be found on your product invoice in the top left hand corner. You may also get your number by calling Melaleuca 1-800-282-3000. |
| How do I use loyalty dollars on the web? |
Once you have at least $20 in your Loyalty Shopping Dollars account you can redeem them for free products. After personally placing your monthly order totaling 35 Product Points or more, continue shopping for your Loyalty Shopping Dollars products. When you checkout online, simply select the box in the "SD$" column next to the products you want to purchase with your Loyalty Shopping Dollars. more |
| Phone numbers? |
| I need a copy of my Invoice. |
You can print off a copy of the last 12 months of invoices by going to “My Account” and “order history”. |
| How can I change my backup order? |
To change your backup order you will need to call Customer Service, 1-800-282-3000 option 3. |
| How can I change my password or username for the web? |
By going to the "My Profile" section on the "My Account" page. |
| How do I sign up for Fast Track? |
| How do I get my username and password for Fast Track? |
This username and password is the username and password that you use for the Melaleuca website. |
| What is Express Link? |
Express Link is another beneficial program in which you can shop ahead of time and conveniently place your orders for future months. Learn more. |
| Can I use Express Link and still earn Loyalty Shopping Dollars? |
Express Link orders earn 5% in Loyalty Shopping Dollars. Express Link orders do not qualify for Loyalty Shopping Dollars in the first five months of membership. |
| [Statement of Policies*] Please visit the Download and Print Center in the Business Center and refer to Melaleuca's Statement of Policies and Definition of Terms for complete details. |
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| Last Revised: March 5, 2009 |   |