In the event of a credit card dispute, the account holder’s account will be placed on hold until the dispute is resolved. Please note that the account holder is responsible for any and all debt incurred upon his or her account, including orders placed on behalf of another person. For example: if an Associate uses a retail customer’s credit card for an order and that customer claims fraud or disputes the charges, the Associate will be responsible for paying the charges.
In order to correct the billing on an order, you will need to contact customer service and they will be able to research the issue further for a resolution.
Due to USANA’s quick processing schedule, once an order has been placed there are 30 minutes to contact customer service to make changes or cancel the order. If 30 minutes have passed since the order has been placed, USANA is unable to make any changes or stop the order. If you need to add products, simply create another order. Otherwise, please refer to USANA’s return policy in section 39 of the Terms & Policies.
Downline purchasing is prohibited. An Associate may only place orders within his/her own distributorship. An Associate may not place orders, make changes to orders or Auto Orders, or change payment information for other Associates or Preferred Customers.
The release date on an Auto Order can be set or changed at any time for Preferred Customers and Associates. Associates should be aware of the possible volume loss if trying to stay qualified to earn commissions and the Auto Order date is pushed back, as the required amount of PSV (Personal Sales Volume) generated for the account to remain qualified may not be reached.
The release date on an Auto Order can be set or changed in one of four ways:
Online:
Please note that online Auto Order changes must be completed before midnight MST/MDT the Friday before the Auto Order is scheduled to process.
Phone
To make changes to your Auto Order by phone, contact customer service at 1-888-950-9595. Change requests must be received and completed before 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
Fax
To make changes to your Auto Order by fax, you may complete the “Product Order / Auto Order Form,” available in the Forms section of The Hub under the “My Business” section and then “Tools” heading, and fax it to 1-800-289-8081. We ask that the fax be received no later than the Tuesday prior to the Auto Order processing to ensure that the changes are received and completed before 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
To make changes to your Auto Order by e-mail, send an e-mail to CustomerService@usanainc.com from the e-mail address listed on your account file with USANA. We ask that the email be received no later than the Tuesday prior to the Auto Order processing to ensure that the changes are received and completed before 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
Please note that at 12:00 a.m. MST/MDT on Saturdays, USANA begins running the previous week’s commission reports. Once completed, USANA then begins running the Auto Orders for the current commission week and any system updates that need to be completed over the weekend. With this, the system is taken offline for Auto Order changes to ensure that there are no processing errors due to changes being made at the time of processing. The timeframe varies depending on the amount of time taken to run the other reports, thus USANA has stated that all Auto Order changes must be received and completed before the close of the commission week prior to the Auto Order processing to be sure the changes have gone through and have been accepted. Due to the high amount of Auto Orders that process each week, USANA cannot allow any changes once an Auto Order has processed. At this point, you would need to return or exchange any items you do not want.
Auto Order changes can be made in several ways:
Online
Two different options make it quick and convenient to change your Auto Order online. The first option allows you to select from a full range of products—excellent for new customers or those less familiar with USANA products. The second option allows you to type in a product name, description, or item number—simple for customers familiar with USANA and the Auto Order program. Try both options to see which you prefer. The steps are outlined below:
Option 1: Through USANA Shop—select from a full list of USANA products.
Option 2: Through Auto Order Manager—type in the product description, name, or item number
Please note that online Auto Order changes must be completed prior to midnight MST/MDT the Friday before the Auto Order is scheduled to process.
Phone
To make changes to your Auto Order by phone, contact customer service at 801-954-7200. Changes must be received and completed prior to 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
Fax
To make changes to your Auto Order by fax, you may complete the “Product Order / Auto Order Form” and fax it to 1-800-289-8081. We ask that the fax be received no later than the Tuesday prior to the Auto Order processing to ensure that the changes are received and completed prior to 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
E-mail
To make changes to your Auto Order by e-mail, send an e-mail to CustomerService@usanainc.com from the e-mail address listed on your account with USANA. We ask that the email be received the Tuesday prior to the Auto Order processing to ensure that the changes are received and completed prior to 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
Mail
To make changes to your Auto Order by mail, you may complete the “Product Order / Auto Order Form” and mail it in to
USANA
3838 W. Parkway Blvd
Salt Lake City, UT
84120
We ask that the form be received no later than Tuesday prior to the Auto Order processing to ensure that the changes are received and completed prior to 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
Please note that at 12:00 a.m. MST/MDT on Saturdays, USANA begins running the previous week’s commission reports. Once completed, USANA then begins running the Auto Orders for the current commission week and any system updates that need to be completed over the weekend. With this, the system is taken offline for Auto Order changes to ensure that there are no processing errors due to changes being made at the time of processing. The timeframe varies depending on the amount of time taken to run the other reports, thus USANA has stated that all Auto Order changes must be received and completed before the close of the commission week prior to the Auto Order processing to be sure the changes have gone through and have been accepted. Due to the volume of Auto Orders that process each week, USANA cannot allow any changes once an Auto Order has processed. At this point you would need to return or exchange any items you do not want.
Cancellations to an existing Auto Order may be made by phone or in writing by the account holder.
To cancel your Auto Order by phone, contact customer service at 888-950-9595. The cancellation request must be received and completed before 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
To cancel your Auto Order by mail, mail a signed letter of cancellation to:
USANA
3838 West Parkway Boulevard
Salt Lake City, UT 84120
We ask that the signed letter be mailed and received no later than Tuesday prior to the Auto Order processing to ensure the changes are received and completed before 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
To cancel your Auto Order by fax, you may fax a signed letter of cancellation to customer service at 1-800-289-8081. We ask that the fax be received no later than Tuesday prior to the Auto Order processing to ensure that the changes are received and completed before 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
To cancel your Auto Order by e-mail, send an e-mail to CustomerService@USANAinc.com from the e-mail address listed on your account file with USANA. We ask that the e-mail be received the Tuesday prior to the Auto Order processing to ensure that the changes are received and completed before 7:00 p.m. MST/MDT the Friday before the Auto Order is scheduled to process.
USANA’s Canada Will Call centers will hold orders for a maximum of 10 business days from the order date before shipping the order out for non-pick-up.
A shipping charge is applied when an order is shipped, which will vary by product weight and shipping destination.
Auto Order authorizations are run on the weekend of the cycle you are in. They will be charged on the Saturday or Sunday of that commission period.
To make changes to your Auto Order, click “Edit”. Remove items by clicking the red X next to the product. To add to your order, enter the product name or the item number to the “Add Products” field. Please note that an Auto Order must include at least one item in order to save. When you’ve finished making changes, click “Save Auto Order” button at the bottom of the page.
