ABOUT USANA THAILAND
Q. What is USANA’s registered company in Thailand?
A. The company in Thailand is called USANA Health Sciences (Thailand) Ltd., and is a fully-owned subsidiary of USANA Health Sciences Inc. of the United States of America.
Q. Where is the office location in Thailand?
A. The office is located on the 12th floor of Chamchuri Square, a top-class retail and office complex in Central Bangkok with easy accessibility to public transport—by MRT (Mass Rapid Transit trains) and buses—as well as major expressways. The office address is:
Unit 1201-4, 12th Floor
Chamchuri Square Building
319 Phyathai Road
Pathumwan, Bangkok 10330
Q. Will USANA have branches in other major locations in Thailand, like ChiangMai?
A. Like its operations in most countries, USANA will start with only one office, and will ship products from Bangkok to its Distributors and Preferred Customers who reside in other regions of Thailand.
Q. What facilities are there in the Bangkok office?
A. The office will contain a discussion area for Distributors to meet their friends, and a fully-equipped training room that can seat more than 150 people. A customer service team will help Distributors enroll new applicants, process orders, and answer questions, and a small warehouse will serve Distributors who wish to purchase products in person. Distributors will also have access to computer terminals that are linked to their USANA websites, as well as wireless broadband to use their laptops and mobile computers.
Q. Who are the key managers of USANA Thailand?
A. USANA has put together a team of highly-experienced professionals to lead its operations in Thailand:
- General Manager: Khun Sarinee Satienpakkul
- Finance Manager: Khun Prasert Sadeewong
- Distributor Service Manager: Khun Chantra Sriudomporn
The Thai management team has a combined 40 years of experience in the direct-selling industry prior to joining the USANA family.
Q. Has USANA obtained a Direct-Selling License to operate in Thailand?
A. Yes. USANA has received a Direct-Selling Licence from the Thai Office of Consumer Protection Board (OCPB). (English) • (Thai)
Q. Is USANA a member of the Direct-Selling Association of the Thailand (TDSA)?
A. USANA intends to apply to be a member of the TDSA after an appropriate period operating in the Kingdom.
BECOMING NEW DISTRIBUTORS
Q. Can I become a USANA Distributor in Thailand?
A. USANA welcomes all citizens of Thailand aged 20 years and above to join the USANA family as Distributors. Non-citizens of Thailand who reside in the Kingdom and hold a valid Thailand Tax Identification Number (TIN) are also welcome.
Q. How do I become a USANA Distributor in Thailand?
A. You can fill out the USANA Thailand Distributor Application Form, sign it, initial the back page, and send it to USANA’S Chamchuri Square office, along with a photocopy of your Thai National ID card. Alternatively, you can get your sponsor to help you enroll online.
Q. I do not have a Thai National ID Card. Can I become a USANA Distributor?
A. If you are not a Thai citizen, you can become a USANA Distributor only if you have a Thai Tax Identification Number. USANA is required by law to collect and submit a portion of your commission for income tax, and cannot do so if you do not have permission from the Thai authorities to earn an income in the Kingdom.
Q. Why does USANA not accept other forms of identification, like a Driver’s License?
A. Accepting different forms of identification would make it difficult for USANA to verify that each person is submitting a unique Distributor Application. USANA uses the Thai National ID Card as the standard proof of identity.
Q. What is the difference between a USANA Distributor and a USANA Associate?
A. In some markets, Distributors and Associates are treated differently because of tax implications. However, the two terms can be used interchangeably in Thailand.
Q. How do I enroll online?
A. Your sponsor can help you enroll online by logging in to his or her USANA website. You will be asked to provide personal data and contact information. You can order your Starter Kit and any initial products over the Internet. Upon completing the application online, you will be asked to print a copy of the completed form, sign it, and send it to USANA’s Chamchuri Square office together with a photocopy of your Thai National ID card. Please make sure that USANA receives the necessary documentation within 21 days of your online application in order for your application to be complete.
Q. How much do I have to pay in enrollment fee, or joining fee?
A. The joining fee is 900 baht, for which you will receive a Starter Kit (or Business Development System).
Q. Can I opt for an electronic version of the Starter Kit?
A. No. The e-BDS is not available in Thailand.
Q. Can my spouse hold a separate USANA Distributorship?
A. Spouses can hold separate Distributorships if one is downline of the other and each operate a bona fide independent USANA business. Otherwise, if they both want to operate a USANA business, they must register as co-applicants in the same Distributorship.
Q. Can I own a personal USANA distributorship and still register a company to hold a separate USANA distributorship?
A. No. USANA only allows Distributors to own and operate one distributorship. If you are a Distributor under your personal name, a company/business with you as a sole proprietor, partner, or main director cannot hold another distributorship.
Q. Must my co-applicant be a member of my family?
A. No, your co-applicant can be any eligible person with whom you want to work to build your USANA business.
PREFERRED CUSTOMERS
Q. When can I begin enrolling Preferred Customers?
A. USANA Thailand will not be open for enrolling Preferred Customers until Thai products are available. We expect this to take place some time in the next few months.
Q. What is the difference between a Distributor and a Preferred Customer (PC)?
A. A Distributor can earn commissions from USANA. A Preferred Customer can buy products at wholesale prices or Autoship prices, but does not participate in USANA’s compensation plan.
Q. How much does it cost to become a USANA Preferred Customer?
A. There is no cost to become a Preferred Customer. Just fill out the Preferred Customer Order Form, which you can get from the Distributor who introduces you to USANA (USANA calls this person your “sponsor”), or from the USANA office in Chamchuri Square. The first time you purchase from USANA, you will receive a USANA Preferred Customer Identification Number, which you can use to make future purchases directly from USANA.
Q. Do I need a Starter Kit to become a Preferred Customer?
A. No. A Preferred Customer does not need a Starter Kit (or Business Development System), and there are no annual renewal fees to pay.
Q. Can Preferred Customers opt for Autoship? If so, do they enjoy Autoship prices?
A. Yes. Preferred Customers enjoy Autoship prices under the same rules as Distributors. To do so, fill out the “Autoship” section of the Preferred Customer Form or sign up online.
Q. Why does USANA ask for my credit card information?
A. To take part in USANA’s Autoship program, which entitles you to a 10-percent discount on your purchases, USANA needs to be able to charge you for your purchases automatically every four or eight weeks. (See FAQ section on Autoship for more details.)
Q. Can non-residents of Thailand become Preferred Customers?
A. Yes, but USANA Thailand will not ship to an address outside Thailand.
Q. Do I need identification papers to become a Preferred Customer?
A. No. You do not need to submit identification documents to become a Preferred Customer.
Q. Do I have to come to USANA’s Bangkok office personally to register?
A. Not necessarily. You can register at the Bangkok office, or you can have your sponsor register you as a Preferred Customer online.
Q. If I have previously registered as a Preferred Customer under one sponsor, can I later become a Preferred Customer (or a Distributor) under a different sponsor?
A. Yes. You should cancel your first Preferred Customer account, and then re-enroll under the new sponsor, either as a Preferred Customer or as a Distributor.
Q. Why would a Distributor sponsor Preferred Customers?
A. There are many reasons to do this. For example, a Distributor will likely have friends who only want to buy USANA products, but not participate in the business opportunity. By sponsoring them as Preferred Customers, the friends can purchase USANA’s high-quality products, and the Distributor benefits because purchases made by these Preferred Customers count toward his or her Group Sales Volume.
ACTIVATING BUSINESS CENTERS
Q. Can I activate my Business Center(s) at the same time I enroll?
A. Yes, most Distributors do. You produce 200 Sales Volume Points to activate 1 Business Center, or 400 Sales Volume Points to activate 3 Business Centers. The USANA Thailand Price List shows you the number of Sales Volume Points for every product. Sales tools like the Health & Freedom Newspaper do not carry Sales Volume Points.
Q. Can I enroll as a Distributor now, but activate my Business Center later?
A. Yes. USANA does not set a time limit to activate 1 Business Center. You may activate your Business Center several weeks or months after you have become a Distributor. To activate 3 Business Centers, however, you must produce 400 Sales Volume Points within six Fridays from the day you enroll, or else you lose your second and third Business Centers. Please remember that a Business Center does not earn commissions until it is activated.
Q. I want to activate 3 Business Centers. Why does my sponsor say it is better to have the 400 Sales Volume Points all in my first order?
A. By doing so, USANA allocates 200 points to your first Business Center, 100 points to your second Business Center, and 100 Sales Volume Points to your third Business Center. In this way, you start off with Sales Volume Points on the left and right sides of your first Business Center—points that are commissionable. If you accumulate the 400 Sales Volume Points over several purchases, they will all go into your first Business Center as Personal Sales Volume (PSV), for which you do not earn commissions.
Q. Am I entitled to Autoship prices for my (first) purchase that activates my Business Center(s)?
A. Yes, if you sign up for Autoship during enrollment. If you choose not to enroll in Autoship, then you will be charged wholesale prices.
Q. What is a 3-BC Pack?
A. It is a set of pre-determined USANA products for the convenience of new Distributors who want to activate three Business Centers. The pack usually comes with a discount, as well as free Downline Management access. Check the Price List to see the content of the Thailand 3-BC pack.
Q. Can I activate my Business Centers with products of my choice?
A. Yes, you may choose any combination of products you like to make up the 200 Sales Volume Points (for 1 BC) or 400 Sales Volume Points (for 3 BCs).
ENROLLING NON-CITIZENS OF THAILAND
Q. Can non-citizens of Thailand enroll as Distributors in Thailand?
A. Yes, non-citizens of Thailand who are residents of Thailand may enroll.
Q. What documents do you require for such registrations?
A. An applicant will need to have a permanent address, a personal bank account, and a Tax Identification Number in Bangkok as proof of your identity, as well as proof of legal permission to work and earn an income in Thailand.
Q. Can I actively prospect and sponsor friends in Myanmar, Indonesia, etc. as Distributors?
A. No. USANA does not allow you to build a business in a market before it is officially open. Sponsorship activities can only start when USANA makes an official announcement that a country is open for business.
Q. Can I retail USANA products in foreign countries like Myanmar and Indonesia?
A. No. Products made for Thailand may not be approved for sale in other countries, and their formulations and labels may not comply with the local regulations. USANA products brought to foreign countries may be confiscated by local authorities.
TRANSFERRING A FOREIGN DISTRIBUTORSHIP TO THAILAND
Q. Can any Distributor transfer his or her Distributorship from another market to Thailand?
A. Yes, if the Distributor meets the residency requirements in Thailand, and the existing USANA distributorship is in good standing.
Q. Why should I transfer my USANA distributorship to Thailand?
A. You would receive your commissions in Thailand and participate in all local promotional and recognition activities. If you plan to reside and develop your business primarily in Thailand, you may find it preferable and more convenient to transfer your distributorship to Thailand.
Q. How do I transfer my distributorship?
A. (1) Fill out the USANA Thailand Distributor Application Form and have it signed by both primary and co-applicants (if applicable). You must provide your local Thailand address and a Thailand bank account in your name. Indicate your USANA ID number at the top of the form. A 3,000 baht transfer fee applies. [This fee will be waived for those who transfer on or before March 16, 2012. During this period, you pay only 900 baht for the transfer and receive a Thailand Starter Kit.]
(2) You may also wish to transfer your Autoship to Thailand. If so, make sure to have a payment method that is accepted in Thailand. All forms can be downloaded from the www.usanatoday.com.
Q. Why does USANA charge a transfer fee?
A. The transfer fee relates to work required for the transfer. It also helps discourage manipulation.
Q. Do I still need a Thai Starter Kit (or Business Development System) after transferring my distributorship?
A. Yes. Since you are a Thailand Distributor, you will need the local BDS to understand the products, and Policies & Procedures of USANA Thailand.
Q. What happens to my Autoship arrangement? Will it be automatically transferred along with my distributorship to Thailand?
A. No. To move your Autoship to Thailand, you will need to cancel the Autoship in your original country and set up a new Autoship in Thailand. Please note that Sales Volume Points for the same products in your original country can be different in Thailand, so a 100-point order in your original country may translate to more or fewer than 100 points if the same products are ordered in Thailand. Also, you may need a new payment method for your Thailand Autoship.
Q. If I am only building my USANA business in Thailand for a short period of time, can I leave my distributorship in another market (eg: Hong Kong) and just change my Autoship to Thailand?
A. Yes. You can sign up for Autoship in Thailand and cancel your other Autoship during the few months that you are based in the Kingdom.
Q. Does transferring my account from another market to Thailand affect the annual renewal of my distributorship?
A. The transfer does not affect the timing of renewal. USANA will deduct 750 Baht and renew your distributorship for you in Thailand for the month you have authorized the company to do so.
TRANSFERRING OR ASSIGNING DISTRIBUTORSHIP TO ANOTHER PERSON
Q. Can I transfer my distributorship to another person?
A. Yes, subject to the conditions in USANA’s Policies & Procedures. A transfer fee will apply. The beneficiary will also need to pay the 900 Baht joining fee, for which he or she will receive a Thailand Business Development System (BDS) or Starter Kit.
Q. Can I transfer some of my Business Centers to another person, and keep the other Business Centers for myself?
A. No. Once you transfer, all Business Centers will go to the beneficiary of the transfer.
Q. How do I transfer my distributorship to someone else?
A. Write a letter to USANA to request the transfer. Attach the “Transfer of Distributorship” form signed by you, your sponsor, and the beneficiary.
Q. Can I transfer or assign my distributorship to another USANA Distributor or an ex-Distributor?
A. No, USANA only allows transfers to individuals who have never been a previous USANA Distributor.
Q. If I have 1 Business Center activated at the time of transfer, does my beneficiary have a choice to “upgrade” the distributorship to 3 Business Centers upon the transfer?
A. Yes, if he or she requests and activates the other two Business Centers at the time of transfer. To do so, he or she will have to produce 400 Sales Volume Points at the time of transfer.
USANA’S COMPENSATION PLAN
Q. Has USANA’s compensation plan been approved by the Thai authorities?
A. USANA has received a Direct-Selling License from the Thai Office of the Consumer Protection Board (OCPB). (English) • (Thai)
Q. Does USANA offer the same compensation plan in Thailand that it offers in other parts of the world?
A. Yes. USANA’s compensation plan is largely the same in all markets except where local laws and regulations require minor variation.
Q. Are Thai Distributors entitled to the Matching Bonus? Why isn’t it stated in the official Compensation Plan of Thailand?
A. Yes. The Matching Bonus was not added to the compensation plan literature in Thailand as it is not a core component of the compensation plan, and is subject to review.
Q. As a Thai Distributor, can I sponsor Distributors and Preferred Customers in other countries where USANA is open, like Malaysia and Hong Kong?
A. Yes. The Sales Volume Points they and their organizations produce will become part of your downline volume. This is an advantage of USANA’s seamless global compensation plan.
ORDERING PRODUCTS
Q. How can I place an order with USANA in Thailand?
A. You can come personally to USANA’s Bangkok office, submit your order by fax or mail, or better still—place your order online. You may get a special 50-baht online discount if you place an order online, subject to conditions.
Q. Will the products be delivered to my home?
A. You may decide whether to collect the products from USANA’s Bangkok office personally or have them delivered to your home or office for a fee.
Q. Does USANA have other sales centers or stocking points, outside of your Bangkok office, where I can purchase products?
A. No. At this time, USANA’s only office is in Bangkok. USANA can send your orders to your designated address, or you can pick them up personally from USANA’s Bangkok office.
Q. How can I place an online order? And how do I pay for it?
A. Go to www.usana.com and log in using your Distributor ID and password. Click on the Shop@USANA link at the top of the page. USANA will charge your order using the payment instruction you indicated in your Application, e.g., VISA, MasterCard, or the Thailand Payment Service (TPS).*
Q. How much do you charge for home delivery?
A. You pay 150 baht (VAT inclusive) for delivery anywhere in Thailand. Shipping is free if your order is 20,000 Baht or more. Shipping rates and fees are subject to change.
Q. My brother and I are both distributors. If we place our individual orders at the same time, can we have them delivered together for a one-time shipping and handling charge?
A. No. Each order has a separate shipping fee.
Q. How long after I place an order will I receive my home-delivery products?
A. If the delivery address is in or near Bangkok, you should receive your products within 48 hours after you place an order, but it may take up to three business days for delivery to more remote destinations like Songkla.
Please take into account additional delays of one or two business days if you are paying by TPS, because shipment will only be made after USANA receives confirmation of your payment from the bank.
Q. What if I am not at home to receive my products?
A. If a delivery attempt fails, the delivery company will contact you to make an appointment for a second attempt.
Q. Can I order products for a friend and have USANA deliver it directly to him or her?
A. Yes, if your friend lives in Thailand. If your friend lives in another country where USANA operates, you will have to order products from that local USANA office and pay any shipping charges they impose. USANA Thailand does not deliver products to destinations outside of the Kingdom.
* Thailand Payment Service (TPS) will be available in March 2012.
ACCEPTED PAYMENT METHODS
Q. What payment methods does USANA accept?
A.
- For orders placed personally at the Bangkok office, USANA accepts cash, debit cards, and VISA/MasterCard.
- For online orders (including your four-weekly Autoship orders), you can pay with VISA or MasterCard, or through Direct Debit if you have a bank account with K-Bank or the Bank of Ayuthya. Finally, you can also choose to pay USANA through a special arrangement called the Thailand Payment Service (TPS).*
- For orders by mail or fax, you may authorize USANA to charge your credit card (VISA or MasterCard) if the credit card details are on USANA’s file, or you can pay by TPS.
Q. Can I pay by other credit cards or charge cards like American Express or Diners?
A. No.
Q. Why doesn’t USANA accept personal checks from a bank?
A. Personal checks may take up to five business days to clear, making it difficult for both USANA and you to manage the timing of the sale and its associated Sales Volume Points.
Q. What is the Thailand Payment Service (TPS)*, and how does it work?
A. This is a special arrangement that USANA has made with K-Bank and the Bank of Ayuthya in Thailand, so that you can deposit money into USANA’s account from any of their branches throughout the country for credit into USANA’s account. You do not need to have an account with these two banks to use this facility.
After you have placed an order online, or have created an Autoship order, USANA will provide you the details (e.g., total order amount, order reference numbers, etc.) so that you can make the payment at a convenient branch of one of these banks.
You do so by filling up a Bank Deposit Form, which you may download and print from the USANA website, or obtain from the bank directly. Make sure you fill in the reference numbers that USANA provides you for your specific order and pay the full amount (including shipping and VAT) to the bank teller. The bank will then remit the money to USANA, usually by the next business day.
Q. I do not have a credit card. Can I use my sponsor’s, or my father’s, credit card with consent to pay for my BDS, my first order, and subsequent Autoships?
A. Yes, but the cardholder must provide USANA with a written notice of approval. You must also submit verification that you have paid the cardholder money in full for the order prior to it being placed. A form for this purpose is available online.
* Thailand Payment Service (TPS) will be available in March 2012.
AUTOSHIP
Q. What is Autoship? Is it mandatory?
A. This is a standing instruction you give USANA, agreeing to be billed automatically every four weeks for an order you placed. Autoship is entirely voluntary.
Q. Is Autoship the same as Auto Order?
A. Yes. In some USANA countries, Autoship is known as Auto Order, or APO.
Q. Does Autoship automatically mean home delivery with shipping fee?
A. No. You can choose to pick up your Autoship orders from our Bangkok office to save on the shipping fee.
Q. What are the benefits of enrolling in USANA’s Autoship program?
A. (1) Convenience
(2) A 10-percent savings from wholesale price
(3) Products on hand regularly to meet sales requirement
Q. Can a Preferred Customer sign up for Autoship?
A. Yes. Preferred customers who are on Autoship also enjoy the same 10-percent savings from wholesale prices.
Q. Is there a minimum order value to qualify for Autoship?
A. No. You can go on Autoship for anything—a single bottle of Active Calcium™, for example.
Q. Can I place sales aids on Autoship?
A. Yes. Popular Autoship sales aids include DLM (USANA’s online Downline Management system), and the Health & Freedom Newspaper.
Q. How do I sign up for Autoship?
A. A new Distributor can sign up immediately by completing the Autoship section on his or her “USANA Thailand Distributor Application” form. Alternatively, you can sign up for Autoship anytime after enrollment. You may enjoy a 50-baht online discount on your orders if your Autoship is set up online, instead of through USANA’s service staff.
Q. How do I know when my next Autoship is due?
A. USANA divides the calendar into four-weekly cycles, which are color-coded. Cycle 1 is red, Cycle 2 is green, Cycle 3 is blue, and Cycle 4 is yellow.
For example, if you set up your Autoship for a green week, your next Autoship will be processed the next Green week (Cycle 2). Please refer to the Four-Week Rolling Period Calendar in the Business Tool section of your Business Development System (Starter Kit).
Q. Is there a penalty if I change the products I order on Autoship, or cancel my Autoship entirely?
A. No. You can change or cancel your Autoship without charge up to the Friday before the week it is due. However, after your Autoship order has been processed and/or shipped, cancellation or modification will be treated as a product return or exchange, and administrative charges may apply.
Q. How do I make changes to my Autoship?
A. The easiest way is to change your Autoship is to do it online. You may add or delete products you previously ordered, change the delivery address (as long as it is in Thailand), or the date of your next Autoship by going to www.usana.com and logging in with your USANA ID and password. Remember to save your changes after each session. Autoships managed online can entitle you to a 50-baht online discount. Alternatively, you may e-mail or fax your instructions to Distributor Services at the USANA Bangkok office.
Q. If I order products outside of my regular Autoship cycle, do I still enjoy Autoship prices on these non-Autoship orders?
A. Yes. As long as you remain enrolled in USANA’s Autoship program, all your orders will be charged at Autoship prices.
Q. What are Autoships “A” and “B”?
A. You may set up your Autoship with two different sets of products in alternating four-weekly cycles. For example, you can set Essentials™ and Proflavanol® as the “Cycle A” order, and Essentials, Visionex®, and Active Calcium as your “Cycle B” order. The system will switch back and forth between Autoship “A” and “B” every four weeks when your orders are processed. This way, for example, you would get your supply of Essentials every four weeks, but the other products every eight weeks.
Q. Can I pay for my Autoship in cash at the USANA office?
A. No. To participate in Autoship, USANA needs to have a way to automatically charge you for the products every four weeks. The company can only do so through a credit card (VISA or MasterCard), through direct debit of your bank account with K-Bank or Bank of Ayuthya, or through the Thailand Payment Service (TPS). For more details of the TPS, see the FAQ section on “Accepted Payment Methods.”
Q. Why does USANA recommend me to pay for Autoship using my credit card or direct debit, instead of TPS?
A. Payment through credit card or direct debit is quick and accurate. It also saves you a trip to the bank each time a payment is due.
Moreover, if you pay through TPS, USANA will only process your order and release the products after receiving confirmation from the bank of your payment, and that can be the next business day. This also means that the volume points associated with that order will not be awarded until the payment confirmation is received by USANA.
Q. If I opt for home delivery on Autoship, when will my credit card be debited, and when will I receive the products?
A. Your credit card will be debited every four weeks on the Sunday at the start of your color-coded week. Following is the most likely day to receive your products at home:
- Bangkok: Tuesday or Wednesday
- Remote provinces like Songkla: Thursday or Friday
- If you pay by the Thailand Payment Service (TPS)*, the delivery may be delayed by the period it takes for USANA to receive confirmation of your payment from the bank.
Q. If I opt for self-collection for my Autoship, when can I collect the products, and what documentation do I need?
A.
- If your Autoship orders are charged to your credit card or through direct debit from your bank account, you may collect your products on the Monday afternoon of your Autoship week.
- If you are paying for your Autoship orders through TPS*, you can only collect your products after USANA receives confirmation of your payment. This is typically the next business day.
Please bring a photo ID as proof of identity. Let the staff know your USANA ID when you come to the Bangkok Office Collection Point, and they will retrieve your order for you.
Q. Can I collect my downline Distributor’s Autoship on his or her behalf?
A. Yes. Please ask them to give you an authorization letter. You may download an authorization form from your USANA website.
Q. How do I cancel my Autoship?
A. You cannot cancel your Autoship online. To do so, please send a fax or e-mail to USANA’s Distributor Service (distserv@th.usana.com) at USANA’s Bangkok office. Please let USANA know a few days before your actual Autoship is due.
Q. Why has USANA cancelled my Autoship without my instructions?
A. The cancellation can result from several issues:
- Your credit card issuer declining to honor the amount USANA charges, or your bank declines our request for direct debit.
- The amount you pay through TPS* is insufficient to cover the value of your order (including shipping and handling)
- Your failure to pick up previous orders you placed for collection at USANA’s Bangkok office. (All orders designated for self-collection must be picked up within eight weeks.)
If none of the above applies, please contact the Distributor Service department at USANA’s Bangkok office for clarification.
* Thailand Payment Service (TPS) will be available in March 2012.
RETURNING OR EXCHANGING PRODUCTS
Q. What is USANA’s return policy?
A. USANA has a generous and comprehensive return policy to protect the interest of consumers and Distributors. Please read Section 7 of USANA’s Policies & Procedures in your Starter Kit.
Q. Do you charge Distributors a fee for returning or exchanging products?
A. In general, a 90-percent refund is made for returns of products, and a fee of 100 baht is charged for an exchange of products.
Q. Can I return products that are close to or beyond the expiration date?
A. Products that are three months or closer to expiring are not considered in re-saleable condition, and cannot be accepted. For example, in January 2012, you cannot return or exchange products expiring April 2012 or earlier.
Q. Can I return USANA products purchased from other countries for refund or exchange?
A. No. Only products you bought from USANA Thailand can be returned to USANA Thailand. If you have purchased products from USANA Hong Kong, you must arrange to return them to the Hong Kong office.
Q. How do you define “Excessive Returns” that can lead to my termination as a Distributor?
A. A cumulative return (for refund) of more than 3,000 Baht of products constitutes a voluntary cancellation of your Distributor Agreement. Product exchanges do not count.
Q. When and how can I receive refunds?
A. If you had paid for the products by credit card, USANA will credit the refund amount to the same credit card you used. If you had paid cash or used direct debit, or used the Thailand Payment Service (TPS), USANA will send you a refund check. All refund checks are made payable to the primary applicant, as is stated in the Distributor Application. USANA cannot make out refund checks to your co-applicant or third parties. The refund process usually takes four to six weeks.
RECEIVING COMMISSIONS
Q. How many Thai Baht does 1 Commission Volume Point (CVP) equate to?
A. 32 Baht.
Q. Does this fluctuate weekly with the foreign currency exchange rate?
A. No. Any change in this exchange rate will be announced by USANA.
Q. When and how are my commissions paid?
A. USANA pays commissions weekly, by directly crediting the bank account you specified in your Distributor Application. Sales close every Friday evening, and the commission you earned for that week should appear in your bank account no more than seven days later (on the following Friday).
Q. Can I have my commission deposited into another person’s bank account?
A. No. The name on the bank account must match the name of the primary applicant in the distributorship.
Q. Why do I not receive my commission on time?
A. If you are earning commissions for the first time and do not see it in your bank account, please contact USANA Distributor Service to verify that the bank routing code and account numbers have been entered correctly in our system.
Subsequent delays can happen if there is a public holiday in Thailand or the United States, in which case you may receive your commission the following Monday.
Q. Can I receive a physical commission check?
A. No. USANA Thailand does not issue physical commission checks. For the purpose of receiving commissions, you must have a valid account with a major commercial bank in Thailand.
Q. Do you charge a processing fee for crediting commissions into my bank account?
A. No. USANA does not charge you for transferring commissions to your bank account. However, your bank may impose a receiving fee for electronic funds transfers, which is beyond USANA’s control.
Q. How do I check whether my commission amount is correct?
A. A Commission Statement will be posted on your USANA website for the weeks you earn a commission. Log in to view. You may ask for a paper statement to be mailed to you. USANA charges a nominal amount of 30 Baht for this service and the amount will be automatically deducted from the commission you earn that week.
Q. Do you deduct or withhold income tax from my commission?
Income tax is withheld when your total earning from USANA for the calendar year exceeds 150,000 baht. USANA is required by law to deduct a portion of your commission (see schedule below) and forward the sum to the Inland Revenue Department of Thailand.
| Your Year-to-Date Earning from USANA |
% Withheld for tax |
| Below 150,000 baht |
0 % |
| From 150,000 baht to 500,000 baht |
10% |
| From 500,001 baht to 1,000,000 baht |
20% |
| From 1,000,001 baht to 4,000,000 baht |
30% |
| 4,000,001 baht and above |
37% |
RE-ENTRY
Q. How do I receive a Re-Entry Certificate?
A. You will receive a Re-Entry Certificate for each of the first two times you maximize a Business Center. There is no physical certificate—it is issued electronically and kept on file in your USANA account until you use it to set up and activate a new Business Center.
Q. How long is a Re-Entry Certificate valid? Does it expire?
A. Re-Entry Certificates do not expire.
Q. How do I use my Re-Entry Certificate to start a new Business Center?
A. Either fax or e-mail USANA’s Distributor Service department, or visit the Bangkok office. Please note clearly where you want your new Business Center to be placed. To activate the new re-entered Business Center, you need to place a one-time order or 200 Sales Volume Points or more.
Q. I am already keeping a 200-point Autoship every four weeks. Do l need another 200 points to activate my new Business Center?
A. Yes. A 200-point order is required each time you activate a new Business Center, in addition to the regular 100-point or 200-point order that qualifies you for a commission.
Q. Can I place my new Business Center anywhere that I choose?
A. Your Re-Entry must be placed in an open position within your own organization. Other than the first two Re-Entries (i.e., your 004 and 005 Business Centers), all other Re-Entries must meet an additional condition of having at least 10 active Distributors from another of your own Business Centers.
Q. How can I know which are the allowable placement positions for my Re-Entries?
A. You can track permitted Re-Entry positions using your Downline Management (DLM) system. If you are not subscribing to the DLM, you will have to track manually.
Q. I have marked a valid placement position for my Re-Entry, but now the system does not allow me to do so. Why?
A. It is likely that one or more of your downline distributors have become inactive since you last checked, making your chosen position invalid.
Q. Do I have to be currently on 200-point Personal Sales Volume before I can place a Re-Entry?
A. No. But if you are not maintaining 200 PSV on a rolling four-week period, the new Business Center you place will not be active, and will not accumulate any Group Sales Volume.
Q. Do Sales Volume points generated under my new Re-Entry Business Center still benefit the Business Centers above it?
A. Yes. Sales Volume (of up to 5,000 points a week) benefits all Business Centers placed above it.
ANNUAL RENEWAL
Q. Do I have to pay an annual renewal fee?
A. Distributors must pay a 750 Baht renewal fee on the anniversary month of their enrollment. There is no fee for Preferred Customers.
Q. How do I pay my renewal fee?
A. USANA will automatically charge it to your credit card or through direct debit to your preferred bank account on record. If you do not have a payment method on record, you can arrange to pay the renewal fee at the Bangkok office, or by using the Thailand Payment Service (TPS)*. If you do not wish to renew your distributorship, please write in to cancel your distributorship the month before your renewal fee is due.
Q. What happens if I fail to renew my distributorship?
A. Failure to renew your distributorship may be deemed as voluntary termination, and if you choose to rejoin USANA at a later date, subject to compliance with USANA’s policies, you will have to start a distributorship anew. You can no longer re-activate your old Business Center(s).
* Thailand Payment Service (TPS) will be available in March 2012.
USANA PRODUCTS IN THAILAND
Q. Are USANA’s products sold in Thailand approved and licensed by the Kingdom’s Food and Drug Administration (FDA)?
A. Yes. All products offered for sale in Thailand have been registered and approved by the Thailand FDA. [Click here for a copy of the Certificate of Approval.]
Q. What products will be available in Thailand at launch?
A. USANA will launch its Thailand operations with the following thirteen products in March 2012:
- USANA Essentials** (Mega AO and Chelated Mineral)
- Proflavanol 30
- Active Calcium
- BiOmega
- CoQ30 (This product is known as CoQuinone in other countries)
- VX (This product is known as Visionex in other countries)
- Sensé Gentle Daily Cleanser
- Sensé Hydrating Toner
- Sensé Daytime Protective Emulsion
- Sensé Night Renewal Crème
- Sensé Perfecting Essence
- Sensé Eye Nourisher
- Sensé Nutritious Crème Masque
** A two-month delay is expected in the availability of the Essentials due to the more complex registration process.
Q. When will other products like Hepasil, USANA Probiotic, Nutrimeal, etc., be available in Thailand?
A. Whether, and how soon, new products become available often depends on factors like the expected market for the product, results of market surveys, taste tests, and approval by the local authorities. Therefore, USANA is unable to give a firm time table of new product introductions.
Q. Are USANA products sold in Thailand certified “Halal” for Muslims?
A. Yes. USANA understands the needs of the Muslim community in Thailand, and all of its products are certified Halal by the Islamic Food and Nutrition Council of America (IFANCA).
Halal Certificates (Sensé) • (Nutritional Tablets) • (Nutritional Capsules)
Q. Are USANA nutritional products suitable for vegetarians and vegans?
A. Nutritional products sold in tablets are all suitable for vegetarians and vegans. Those in the form of capsules, however, contain bovine gelatin. Here is a complete run-down:
- Essential’s MegaAO – has NO animal by-products
- Essential’s Chelated Mineral – has NO animal by-products
- Proflavanol 30 – has NO animal by-products
- BiOmega – fish oil is not suitable for vegetarians, the capsules contain bovine gelatine
- CoQ30 – capsules currently are made with porcine gelatin, but will be replaced with Halal-certified bovine gelatin capsules in May 2012
- Active Calcium – has NO animal by-products
- VX – has NO animal by-products
Q. As some ingredients are derived from beef, is there a danger of contracting mad-cow disease?
A. The gelatin used in all USANA’s products is certified to be from BSE-free (Bovine Spongioform Encephelopathy) sources.
Q. Why does USANA not use vegetable-derived gelatin capsules?
A. These capsules are very brittle and difficult to fill. They crack easily and have very poor shelf life. Available technology for vegetable-derived gel caps does not yet meet the standard of quality and stability that USANA requires for its products.
Q. What binders are used in USANA tablets?
A. The binders (which are used to hold the ingredients together in the form of a tablet) are derived from plant fibers.
Q. Who can I ask if I have specific questions about USANA products that my upline Distributors cannot answer?
A. USANA’s “Ask the Scientist,” available online at www.usanatoday.com, provides a channel for you to find out answers to more technical questions on USANA’s products.
Q. Are USANA products sold in Thailand identical to those sold in other USANA countries (e.g. Singapore)?
A. Not all of them. As in all markets, USANA will, where necessary, make adjustments to its product formulas, labels, or names, to meet local regulatory requirements. For example, Thai products have lower levels of vitamin C and vitamin E because of limits imposed by the Thai Food and Drug Administration.
Q. Why do the Thailand Essentials not come in a box, like in some other markets?
A. USANA is committed to protecting the environment and reducing the use of packaging.
K-Life Group กรุงเทพมหานคร ประเทศไทย Bangkok Thailand
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