Usana Frequent asked Question

Usana

On Registering Preferred Customers

1 What is the difference between a Distributor and a Preferred Customer (PC)?
A Distributor earns a commission from USANA. A Preferred Customer does not make any money from USANA. Both can buy products at wholesale prices, or Autoship prices (see Q3).

2 How much does it cost to register as a PC?
Nothing. Just fill up the “PC Application” form, and you will receive a USANA Preferred Customer Number. You need not buy a Starter Kit to become a PC.

3 Can PCs opt for Autoship? If so, do they enjoy Autoship prices?
Yes. PCs enjoy Autoship prices under the same rules as Distributors. To do so, fill up the “Autoship” section of the Application Form.

4 Can non-residents of Malaysia register as PCs?
Yes, but we will not ship to an address outside of Malaysia.

5 Do I need to bring a photocopy of my NRIC, MyKad or passport, to register?
No. We do not need this from a Preferred Customer.

6 Do I have to come to your Petaling Jaya office personally to register?
If you are paying by credit card, the company needs to verify your identity and the card signature (at least for the first purchase.) If you cannot be present, we need a photocopy of your credit card, front and back, duly signed - authorising us to charge your credit card.

7 Can a registered PC ask his sponsor, or a friend, to purchase products for him subsequently?
Yes, with authorisation.

8 If I have previously registered as a PC under one sponsor, can I later become a PC (or a Distributor) under a different sponsor?
Yes. You should cancel your first PC status, and re-enroll under the new sponsor - either as a PC or a Distributor.

9 Why should a Distributor sponsor PCs?
Distributors often choose not to make a profit when selling to a close friend. So instead of retailing, they register their friends as PCs instead. This way, their friends know they are getting the best prices possible for the products, and the distributors do not need to deliver products every time. Purchases made by PCs count towards the Distributors’ GSV.

On Enrolling New Distributors

1 How do I become a USANA Distributor in Malaysia?
(a) Fill in the “USANA Malaysia Distributor Application” form. Remember to initial the back page too.

(b) Submit the above with a photocopy of the front and back of your NRIC or MyKad as identification.

(c) Or, if you are paying your autoship orders by direct debit, fill in the “Direct Debit Authorisation (DDA)” form Public Bank Berhad. Direct Debit in Malaysia is only available with Public Bank Berhad.

2 Can I enroll online?
Your sponsor can enroll you online, in which case, you have seven days to submit the required documents, i.e., photocopies of your NRIC / MyKad and credit card, or the DDA form

3 Do I have to pay a registration fee, or joining fee?
No. All you need is to purchase a Starter Kit for RM 99.00

4 Can I opt for the electronic version of the Starter Kit?
No. The eBDS is not available in Malaysia.

5 Can my spouse, or child, hold a separate USANA distributorship?
Spouses and dependent children may NOT hold a separate distributorship. They can only register as a co-applicant.

6 Can I register a company to hold a separate USANA distributorship?
No. 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.

7 Must my co-applicant be a member of my family?
No.

8 Can I activate my Business Centre(s) at the same time I register?
Yes, most distributors do. 150 SV points activate 1 Business Centre. 450 SV points activate 3 Business Centres. The USANA Malaysia price list shows you the number of SV points for every product. Sales tools do not carry SV points.

9 Can I activate my Business Centre (BC) later?
Yes. USANA does not set a time limit to activate your BC. You may activate your Business Centre several weeks or months after you have become a Distributor. To activate 3 BCs, however, you must make 450 SV points within 6 Fridays from the day you join; Or else you lose your earning from BC-002 and BC-003. A Business Centre earns no commission until it is activated.

10 I want to activate 3 BCs. Why does my sponsor say it’s better to get in the 450 SV points all at once?
By doing so, USANA allocates 150 SV points to your BC-001, 150 SV points to your Leg 1 and 150 SV points to your Leg 2. In this way, you can later earn a commission from those 300 SV points on your Legs 1 and 2. If you accumulate the 450 SV points over several purchases, they will all go into your BC-001 as Personal Sales Volume (PSV), for which you do not earn commission.

11 Am I entitled to Autoship prices for my (first) purchase that activates my BC?
Yes, if you sign on for AutoShip during enrollment.

12 What is the 3-BC Kit?
It is a “set” of popular USANA products, pre-packed for the convenience of new Distributors who want to activate three Business Centres. Different kits may be offered from time to time.

13 Can I activate my Business Centres with products of my choice?
Yes, you can choose any combination of products you like to make up the 150 SV points (for 1-BC) or 450 SV points (for 3-BCs). Buying a Kit is not mandatory – but kits can be attractive. For example, the 3-BC Kit gives you 500 PSV and comes with free Downline Management – on top of a great discount too!

On Enrolling Foreigners

1 Can non-Malaysian citizens enroll as distributors in Malaysia?
Yes, non-Malaysians who are resident in Malaysia can do so.

2 What documents do you require for such non-Malaysian registrations?
An applicant will need to have a permanent address, and a personal bank account in Malaysia. USANA will require a photocopy of the passport of the non-resident as proof of identity, as well as one of the following documents as evidence of residence:
(a) MyKad for Permanent Residents
(b) Red NRIC Card for Residents
(c) Work Permit

3 How will USANA know if an applicant has the legal right to earn an income in Malaysia?
Applicants are responsible to ensure that by earning an income from USANA, they do not violate any terms or conditions of their permission to stay in the country.

4 Can I actively prospect and sponsor friends in Thailand, Indonesia, etc. as distributors?
No. Our policy does not allow distributors to develop a market before it is officially opened by USANA. All sponsorship activities can only start when USANA makes an official announcement that a country is open.

5 Can I retail USANA products in foreign countries?
No. USANA products have not been approved for these countries, and their formulations and labels may not comply to the local regulations. Your products may be detained or confiscated by local authorities.

On Transferring Foreign Distributorship to Malaysia
1 Can any distributor transfer his or her distributorship from another country to Malaysia?
Only if you are a Malaysian citizen or resident, and your existing USANA distributorship is in good standing.

2 Why should I transfer my distributorship to Malaysia?
You receive your commission in Malaysia, and participate in all local promotional and recognition activities. If you plan to reside and develop your network primarily in Malaysia, you should transfer your distributorship here.

3 What do I do to transfer my distributorship?
(a) Fill in the Change from Foreign Address section of the “Change to Distributor Account” form.
(b) Attach a completed “USANA Malaysia Distributor Application” form signed by both main and co-applicant. Your must fill in a Malaysian bank account for the purpose of receiving commission.
(c) Attach a photocopy of your MyKad or NRIC.
(d) You may also wish to transfer your Autoship to Malaysia. (See Q6 below). If so, make sure that you have a payment method accepted in Malaysia.
All forms can be downloaded from the website, and a processing fee of RM 360 applies.

4 Why does USANA charge a transfer fee?
To discourage distributors who
(a) transfer their distributorship from one country to another to take advantage of currency exchange fluctuations;
(b) start sponsoring in a country before USANA declares it open.

5 Do I still need to buy a Malaysia Starter Kit after transferring my distributorship?
No. You will receive a Malaysia Starter Kit free, as part of the transfer fee.

6 What happens to my Autoship arrangement? Will it be automatically transferred along with my distributorship to Malaysia?
No. To change your Autoship to Malaysia, you will need to cancel the Autoship in your original country, and set up a new Autoship in Malaysia. [Please note that prices and SV points for the same products can be different in Malaysia.]. Also, you need a valid payment method for your Malaysian Autoship.

7 If I leave my distributorship in, say Hong Kong, can I just change my AutoShip to Malaysia?
Yes. You sign up for AutoShip here, and cancel your Hong Kong Autoship.

8 If I leave my distributorship in, say Hong Kong, can I sponsor my friends in Malaysia as distributors?
Yes, USANA distributors can enroll friends in any country where USANA is open for operations, provided their friends meet local requirements (e.g. age and residence status) for distributorship.

9 Upon transferring my distributorship to Malaysia, how will the structure of my USANA organisation change, given that the Malaysian Compensation Plan is based on “four legs”?
(a) If you have previously activated only one Business Centre:
- Your BC001 Left side organisation will become your Leg 1 in Malaysia
- Your BC001 Right side organisation will become your Leg 2 in Malaysia
You can then, if you wish, start building on your Legs 3 and 4.
(b) If you have previously activated three Business Centres:
- Your BC002 Left side organisation will become your Leg 1 in Malaysia
- Your BC002 Right side organisation will become your Leg 3 in Malaysia
- Your BC003 Left side organisation will become your Leg 4 in Malaysia
- Your BC003 Right side organisation will become your Leg 2 in Malaysia

10 Say my one-year distributorship in Australia expires in December. If I transfer my distributorship to Malaysia in November, how will it affect my renewal?
The transfer does not affect the timing of renewal. We will deduct RM 75 and renew your distributorship for you in Malaysia in December if you authorise us to do so.

On Transferring or Assigning Distributorship to Another Person

1 Can I transfer my distributorship to another person?
Yes, subject to the conditions in our Policy and Procedures. A transfer fee of RM 450 will apply. The beneficiary will also need to purchase a Starter Kit for RM 99.

2 Can I transfer just some of my Business Centres to another person, and keep the other BCs to myself?
No. Once you transfer, all BCs will go to the beneficiary of the transfer.

3 How do I go about transferring my distributorship to my friend?
Write a letter to USANA to request for the transfer. Attach the “Transfer of Distributorship” form, signed by you, your sponsor and the beneficiary.

4 Can I transfer or assign my distributorship to another USANA distributor, or an ex-distributor?
No, not even if the beneficiary has been inactive in USANA for more than a year.

5 If I have 1 BC activated at the time of transfer, does my beneficiary have a choice to “upgrade” to 3 BCs upon the transfer?
Yes, if he or she requests for, and activates, the other 2 BCs at the point of transfer.

On Malaysia’s Compensation Plan

1 Has USANA’s Compensation Plan been approved by the government?
Yes. USANA has obtained a Malaysian Direct Selling Licence (Licence number AJL931657) from the Ministry of Domestic Trade and Consumer Affairs.

2 Why is USANA’s compensation plan different in Malaysia?
In order to comply with local requirements, USANA has modified its Compensation Plan for Malaysia. Click here for a detailed description of the Malaysian Compensation Plan.

3 What are the key differences between the Malaysian Compensation Plan and USANA’s global plan?
(a) A Malaysian distributor earns a Front Line Commission on orders generated by personally-sponsored Malaysian downlines. The Front Line Commission is 5% of the Sales Volume for orders of 100 SV points or more.
(b) Because the local regulatory body does not allow a binary plan, a Malaysian distributor is allowed to open up to 4 legs upon enrollment
(c) A Malaysian distributor earns on the lower of two legs’ comparative Groups Sales Volume (GSV).

4 Do I have to start building four legs straight away? Can’t I start with just two, or three?
You can build up to a maximum of four legs. How many you chose to start with is entirely up to you.

5 Must all Malaysian distributors activate 3-BCs when they enroll?
Not at all. If you choose to activate only one Business Centre, you will be paid commission on one BC, even though you build four legs. In other words, you receive global commission only from the lower of Legs [1+3] vs [2+4], and not from the lower of [1] vs [3] or [2] vs [4].

6 Does a Malaysian distributor earn a 5% Front Line Commission for all downline distributors he or she sponsors?
The Front Line Commission is only paid to Malaysian distributors from volume generated by their personally-sponsored Malaysians. If a Malaysian distributor sponsors someone outside of Malaysia, the Front Line Commission does not apply.

7 Does a foreign sponsor (e.g. from Australia) earn a 5% Front Line Commission from the Sales Volume of a Malaysian distributor he personally sponsors?
No. The Front Line Commission is only paid Malaysian to Malaysian.

8 Do Malaysians distributors benefit from USANA’s global seamless network?
Yes. While the binary component of the compensation plan has been modified, the Group Sales Volume for Malaysian distributors is still based on the total downline network, including those generated from downline sales outside of Malaysia.

On Ordering Products

1 How can I place an order with USANA in Malaysia?
You can come personally to our Petaling Jaya office, fax us your order, or place your order online. (You can get a special RM 6 online discount if you place an order online.)

2 Will the products be delivered to my home?
You can decide whether to collect the products yourself from our office, or have them delivered to your home or office.

3 Does USANA have Sales Centres or stockists from where I can purchase products?
No, USANA will courier your orders to your home, if you live too far to pick up from our PJ office.

4 How can I place an online order? And how do I pay for it?
Go to http://www.platinum.usana.com/ and login using your Distributor ID and password. Click on the SHOP link at the top of the page. We will charge you according to the payment method you established with us, i.e. credit card.5 Why am I charged a processing fee when I purchase online using my credit card?Some credit card companies add a processing fee when your online transaction is processed through an overseas payment gateway, which USANA uses. You may check with your credit card bank on their policy. Alternatively, you may use a credit card which does not charge this fee.

6 Do you charge for home delivery?
For orders totaling RM 1,000.00 and below, the fee is RM 10.
For orders totaling RM 1,000.01 and above, delivery is free.

7 My brother and I are both distributors. If we place our individual orders at the same time, can we have them delivered and charged delivery only once?
Unfortunately, no. Each order attracts its own delivery fee.

8 How long after I order, will I receive my home-delivery products?
USANA’s contractor delivers within 3 business days to major cities in Peninsula Malaysia, and up to 7 business days to Sabah and Sarawak and more remote locations in Peninsula Malaysia. The delivery company will attempt delivery as per address given for the first time. They will then call you to establish a convenient delivery time on the second delivery attempt.

9 What happens if I am not at home to receive my products?
The delivery company will make two attempts to deliver. If both fail, you will have to pay another RM 10.00 for a re-delivery, or you can pick up the products from our Petaling Jaya office. In any case, the original delivery fee is not refundable.

10 Can I have products delivered to a friend, or a relative?
- Yes, if your friend lives in Malaysia.
- If your friend lives in another country where USANA operates, you will have
to arrange with that local USANA office, and pay any delivery charge they
impose.
- USANA Malaysia does not deliver products outside Malaysia.

11 What payment methods do USANA accept?
We accept cash, VISA or MasterCard credit and debit cards, if you order personally in our office. Only VISA or MasterCard credit and debit cards are accepted for online orders.

12 Can I pay by personal cheques, or charge cards like American Express?
No.

13 Must I be personally present each time I order?
Only on your first purchase, as the bank requires that we verify every credit card signature the first time around. If you cannot come personally, please submit a photocopy of the front and back of your credit card. Subsequently, you may order online, through fax or by phone by authorising us to charge to the same credit card.

14 If I do not have a credit card, can I use another person’s (e.g., father’s) credit card with his or her consent, for registering, ordering and AutoShipping?
Yes, but the cardholder must be present at our office, or provide us written approval with a photocopy of his or her credit card.

On Autoship

1 What is Autoship? Is it mandatory?
This is a standing instruction you give USANA, allowing us to bill you automatically every 4 weeks for products that you choose to buy regularly. Autoship is entirely voluntary.

2 Is Autoship the same as Auto Order?
Yes. In some USANA countries, Autoship is known as Auto Order, or APO.

3 Does Autoship always mean home delivery?
No. You can choose to pick up your Autoship from our Petaling Jaya office once every 4 weeks. Your Autoship orders are ready for pick-up only on the Tuesday of the week that you are charged. Distributors do this to save the delivery charge.

4 Can a Preferred Customer sign up for Autoship too?
Yes.

5 Why should I go for Autoship?
(a) for convenience;
(b) to enjoy the 10% off Autoship prices,
(c) if you are a distributor, a 100 SV or 200 SV Autoship will ensure that you won’t miss qualifying for your commission.

6 Is there a minimum value of order before I can go on Autoship?
No. You can go on Autoship for just a bottle of, say,.BiOmega.

7 Can I place sales aids on Autoship?
Yes. Popular “auto-shipped” sales aids include DLM (the online “DownLine Management” system), and the Health and Freedom Newspaper.

8 How do I sign up for Autoship?
A new distributor can sign up immediately by completing the Autoship section on his or her “USANA Malaysia Distributor Application” form. Alternatively, you can sign up for Autoship online.

9 Can I pay for my 4-weekly Autoship by cash?
No. To participate in Autoship, we need to have a way to automatically charge you for the products once every 4 weeks. We can only do so through a credit card (VISA or MasterCard), or direct debit to a Public Bank Berhad bank account.

10 Why does USANA recommend me to pay for Autoship using Credit Card instead of direct debit?
Public Bank may take up to 8 weeks to approve and set up the direct debit process. If you opt to pay by direct debit, it is likely that it will be still under processing come the time for your first (and sometimes your second) AutoShip. You will have to remember to make alternative payment during the week(s) when your Autoship is due. It is a hassle.

11 How then can I pay for my Autoship, while my direct debit is still under process?
If it is convenient, you (or someone upline) can arrange to pay cash at our office. Alternatively, you may deposit an amount equal to your Autoship order (please include RM 10 delivery fee where applicable) into our bank account and fax us your pay-in slip as confirmation.

12 If I order products on top of my regular Autoship, do I enjoy Autoship prices on these “one-off” orders too?
Yes.

13 Is there a penalty if I cancel or modify my Autoship?
No. You can cancel or change your Autoship any time without charge.

14 How do I know when my next Autoship is due?
In USANA, we divide the calendar into 4 weekly cycles, which are colour-coded. Cycle 1 is Red, Cycle 2 is Green, Cycle 3 is Blue and Cycle 4 is Yellow.
If you first set up your Autoship in a Green week, say, your next Autoship will be ready by the next Green week. You may refer to the 4-Week Rolling Period Calendar available in your Starter Kit.

15 How do I make changes to my Autoship?
The easiest way is to change your Autoship is to do it online. You may change the products, the delivery address (as long as it is in Malaysia), or the date of your next Autoship online by going to http://www.platinum.usana.com/ and logging in with your USANA ID and password. Do save your changes after each session. Autoship set up or changed online can give you a RM 6 online discount.

Alternatively, you may phone USANA Distributor Service at 03 7953 8028, fax at 03 7953 8100, e-mail at distservmy@usana.com or visit the Petaling Jaya office to effect the change.

16 What are Autoship A and Autoship B?
You may choose to have two different sets of products sent to you in alternating 4 weekly cycles. For example, the first cycle you order Essentials and Sense Cleanser (“A”), whereas the second cycle you order Essentials and Sense Toner (“B”). This way, you get your supply of Essentials every 4 weeks, but your Cleanser and Toner once every 8 weeks.

17 If I opt for home delivery on Autoship, when will my credit card be debited, and when will I receive the products?
Your credit card will be debited every four weeks on the Tuesday at the start of your colour-coded week. You should receive your products at home as follows:
Areas in Klang Valley: Thursday
Other states in Peninsular Malaysia: Friday
East Malaysia (Sabah and Sarawak): following Monday

18 If I opt for self-collection for my Autoship, when can I collect the products, and what documents do I need?
You can collect your products anytime from the Tuesday after your Autoship date. Autoship collection is from 12:30 pm to 8:30 pm from Mondays to Fridays and 12:30 pm to 2:00 pm on Saturdays. Bring your Identity Card or MyKad as identification. Just let us know your USANA ID when you come to our office Collection Point, and we will retrieve your order for you.

19 Why can I not pick up my Autoship orders on the Monday of my Autoship week?
In Malaysia, USANA only receives confirmation of your payment on Tuesday.

20 Can I collect my downline friend’s Autoship on her behalf?
Yes. Please ask her to give you an authorisation letter. You may download an authorisation form from your USANA website.

21 How do I cancel my Autoship?
Phone us, fax us, email us or come to our office to make your cancellation. You cannot cancel your Autoship online. Please let us know a few days before your actual Autoship due date.

On Returning or Exchanging Products

1 What is USANA’s return policy?
Please see Section 7 of the Policies and Procedures in your Starter Kit.

2 Do you charge a fee for returning or exchanging products?
In general, a 90% refund is made for returns of products. If you are exchanging them for other products instead, then a RM 10.00 exchange fee applies for every invoice.

3 Can I return products which are close to, or beyond the expiry date?
Products that are 3 months or closer to expiry are not considered in re-saleable condition, and cannot be accepted. For example, in January 2007, you cannot return or exchange products expiring April 2007 or earlier.

4 Can I return USANA products which I have bought from other countries for refund or exchange?
No. Only products sold in Malaysia can be returned to USANA Malaysia.

5 How do you define “Excessive Returns” that can lead to my termination as a distributor?
A cumulative return (for refund) of more than RM 3,000 of products. Product exchanges do not count.

6 When and how can I receive my refunds?
If you had paid for the products by credit card, we will reverse the credit card charge. If you had paid cash, we will send you a cheque; a cheque made up in favour of the name as stated in the Distributor ID / application. Refunds usually take 4 to 6 weeks.

On Receiving Commissions

1 How many Malaysian Ringgit does 1 commission point equate to?
RM 3.60

2 Does this fluctuate weekly with the foreign currency exchange rate?
No. Any change in this exchange rate will be announced by USANA.

3 When and how are my commissions paid?
USANA pays commissions weekly, by directly crediting the bank account you specified in your “Malaysia Distributor Application” form. Sales close every Friday evening, and the commission you earned for that week is credited to your bank account 7 days later (on the following Friday).

4 Can I have my commission deposited in another person’s (say a family member’s) bank account?
No. The name on the bank account must match the name of the principal applicant for USANA distributorship.

5 Why do I not receive my commission on time?
If you are earning commission for the first time, and do not see it in your bank account, please contact USANA Distributor Service to verify that the Bank Code and Bank Account Number have been entered correctly in our system.

Subsequent delay can happen if there is a public holiday in Malaysia, or in the United States during the week, in which case you may only receive your commission the following Monday.

6 Can you send me a cheque instead?
No. USANA Malaysia does not issue cheques. You must provide us a valid personal bank account. For the purpose of receiving commission, a savings or current account with any MEPS-linked bank in Malaysia is acceptable.

7 Do you charge a processing fee for this transaction (i.e., depositing commission into my bank account)?
No. It is free of charge.

8 How do I check whether my commission amount is correct?
A Commission Statement will be posted on your USANA website for the weeks you earn a commission. Log in to view. You may request for a printed statement to be sent to your home address, for the price of one commission point per statement. The amount will be automatically deducted from the commission you earn that week.

9 Do you deduct or withhold income tax from my commission?
No. You receive your commission in full. And you are responsible for filing and paying your income taxes.

On Re-Entry

1 How do I receive a Re-entry Certificate?
You receive a Re-entry Certificate for each of the first two times you maximise a Business Centre. There is no physical “certificate” – it is a number issued in your account on our file.

2 For how long is a Re-entry Certificate valid? Does it expire?
Re-entry Certificates do not expire.

3 How do I effect a re-entry?
You either write to us, or come to our office – informing us where you want your re-entry Business Centre be placed. To activate the new re-entered Business Centre, you need a 150 PSV order.

4 Can I place my re-entry anywhere that I choose?
Your re-entry must be within your own network. Other than the first two re-entries, all other re-entries must be at least 10 active BC-001’s away from another of your own Business Centre

5 How can I know which are the allowable placement positions?
You can track permitted re-entry positions using your Downline Management System (DLM). If you are not subscribing to the DLM, you will have to track manually.

6 I have marked a valid placement position for my re-entry. But now the system does not allow me to do so. Why?
It is likely that one or more of your downline distributors have become inactive since you last checked, making your chosen position invalid.

7 Will I need additional Personal Sales Volume points to activate my new “re-entry” Business Centre?
Yes. The 150 PSV is on top of your regular 100 PSV or 200 PSV order that qualifies you for commission.

8 Do I have to be currently active on 200 PSV before I can place a re-entry?
No. But if you are not on active 200 PSV, then the new BC you place will not be active, and will not accumulate any Group Sales Volume.

9 Can I build up to 4 legs from my “re-entry” position?
No. Only Legs 1 and 2 are allowed.

On Annual Renewal

1 Do I have to pay an annual renewal fee?
Distributors pay RM 75 renewal fee on the anniversary month of their enrollment. There is no fee for Preferred Customers.

2 How do I pay my renewal fee?
We will automatically charge it to your payment method on our file (credit card or direct debit to your Public Bank account on file), if you have not already paid at our office by the end of the third week of your anniversary month. If you do not wish to renew your distributorship, please write in to cancel your distributorship the month before.

3 What happens if I do not renew my distributorship?
Your distributorship will be terminated, and if you choose to rejoin USANA at a later date, subject to compliance with our policies, you will have to start a Business Centre anew. You can no longer re-activate your old Business Centre.

On USANA Products

1 Are USANA’s products approved and licensed by the Ministry of Health Malaysia (MOH)?
Yes, USANA has received approval for all products that require a registration with the MOH. The MAL number issued by the Ministry is on the label of each product.

2 What are the PDR and MIMS that USANA products are listed on?
The Physicians’ Desk Reference (PDR) and the Master Index of Medical Specialities (MIMS) are the most widely recognised compilations of prescribing information used by doctors in USA and the Asian region respectively.

3 Are USANA products listed on the Malaysian edition of MIMS too?
We expect many of the products to be listed in the MIMS Malaysia in the second half of 2007.

4 How does pharmaceutical grade GMP differ from food-grade GMP?
In producing packaged foods, like orange juice or corn flakes, a manufacturer is not obliged under the law to meet the content of vitamins or minerals listed on the label. In other words, if you consume a bowl of cornflakes as suggested, you may not get, say, the number of milligrams of magnesium that is listed on the box.

Health supplements are considered as food, and therefore, often produced to the same food-grade GMP standards.

USANA, on the other hand, voluntarily meets a much higher standard of manufacturing, the ones used by the pharmaceutical industry. So what you see on USANA’s label is what you get in its bottle.

5 Are USANA products sold in Malaysia certified “Halal” for Muslims?
Most of the USANA products for sale in Malaysia have been certified Halal by the Islamic Food and Nutrition Council of America (IFANCA). Copies of the Halal Certificates for these products are included in your Starter Kit. A trusted non-profit organization, IFANCA has been appointed by the Malaysian government to provide Halal certification for food from North America and Europe. For more information, visit www.ifanca.org/about/

6 Are USANA nutritional products suitable for vegetarians and vegans?
Not all of them.While USANA makes every effort to avoid using ingredients that contain animal products or by-products, it has not been possible to eliminate such ingredients entirely. Small amounts of gelatin are added by raw material suppliers of lycopene, and Vitamin D used in some of our tablets to ensure long term stability.

[Note: Any tablet containing carotenoids or Vitamin D will likely contain gelatin beadlets. If they do not, the long-term stability of these ingredients could be a problem.]
The gelatin used for the CoQuinone and BiOmega gelcaps is derived from beef. Here is a complete run-down:

Essential’s AO Pro – contains small amounts of poultry and bovine gelatin beadlets from the lycopene and Vitamin D.

Essential’s Chelated Mineral – has NO animal by-products.

Proflavanol – has NO animal by-products.

CoQuinone 30 – has bovine gelatin capsules.

BiOmega – is fish oil in bovine gelatin capsules.

Poly-C – has NO animal by-products.

Active Calcium – contains small amounts of bovine gelatin beadlets from the Vitamin D.

Procosa II – most commercially available glucosamine sulfate is derived from the outer shells of crustaceans. It is highly processed and purified leaving no remaining animal constituents.

Visionex – has NO animal by-products.

7 As some ingredients are derived from beef, is there a danger of contracting mad-cow disease?
The gelatin used in all our products is certified to be from BSE-free (Bovine Spongioform Encephelopathy) sources.

8 Why does USANA not use vegetable-derived gelatin capsules?
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 insists for its products.

9 What binders are used in USANA tablets?
The binders (which are used to hold the ingredients together in the form of a tablet) are derived from plant fibres.

10 Who do I ask if I have specific questions on USANA products that my upline distributors cannot answer?
USANA’s “Ask the Scientist”, available online at http://www.platinum.usana.com/, provides a channel for you to find out answers to more technical questions on our products.

11 What is USANA’s product liability insurance? Does it protect me if one of my retail customers or Preferred Customers makes a claim for compensation as a result of using products I sold him or her?
As long as you do not misrepresent the product or its usage, then all claims are covered by our insurance. Please refer to Section 3.10.2 and 3.14 of our Policies and Procedures.

12 Will products like USANIMALS and Ginkgo-PS be available in Malaysia soon?
Whether, and how soon, new products become available often depends on factors like the expected market for the product, results of market survey, taste tests, and approval by the local authorities. Therefore, we are unable to give a firm time-table of new product introductions.

13 Are the USANA products sold in Malaysia identical to those sold in other USANA markets (e.g. Singapore)?
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.

14 Why do the Malaysian Essentials not come in a box, like in other markets?
We do not have the approval to market a combination of AO Pro and Chelated Mineral as one product called “Essentials”.

15 Why do the products not carry the "Potency Guaranteed" emblem on their labels?
USANA manufactures Malaysian product using the same quality controls we are known for around the world. However, due to regulatory reasons in Malaysia, we are unable to use the "Potency Guaranteed" emblem.

On Income Maximizer and Downline Management

1 What is the Income Maximizer (IM)?
The IM is a bundle of 3 advanced facilities provided online to help you develop your USANA business.
They are:
(a) The Downline Management System (DLM)
(b) Web-hosting
(c) A 5 Megabyte Web-mail
Together, they cost RM 80.00 for 4 weeks.

2 How do I sign on for the IM?
You simply add IM (Item code: 824) to your Autoship as an additional item. IM does not come with volume points.

3 Do I need to subscribe to IM to gain access to USANA online?
No. Many of our basic online facilities are free. For example, you can check your group sales volume and Autoship status online, place orders online and change your Autoship online without paying a fee. All you need is your USANA ID and password.

4 How do I get my USANA password?
You can specify your own password during online enrollment, or when the first time you access the Associate Login link at http://www.platinum.usana.com/. Just click on the “First time logging in” link at the bottom of the password box.

5 I have just subscribed to the Income Maximizer, why am I still not able to access it?
Access to the service is updated once every 24 hours. You should get access the next day.

6 Can I subscribe only to Downline Management (DLM) within the IM?
Yes. It costs only RM 55.00 for 4 weeks without web-hosting and webmail. To subscribe to DLM only, add it (Item code: 800) to your Autoship as an additional item.

7 Do I get the DLM free for a trial period?
Distributors who purchase the 3-BC Kits on enrollment may receive a limited-period of free DLM access. Check the price list for details.

8 How do I learn more about the DLM?
There is a DLM tutorial available online.

On Training and Support

1. Does the company provide distributors with training? If so, what and when?
While the responsibility of training lies primarily with your sponsor and upline leaders, USANA Malaysia hosts various meetings during the week to help new distributors. You can find a schedule of upcoming events online.

2 What is the Health and Freedom Guest Event?
This is the basic introduction to USANA and its business opportunity. If you are new to USANA and are not yet familiar enough to explain it to your prospects, you can invite them to attend this event as guests. Basic topics covered include the reality of our economic situation, why we need to earn leveraged, residual income, why we all need health supplements, the USANA difference, and how our compensation plan works.

3 What is the Fast Start Training?
This covers basic information that a new distributor should know when he or she embarks on the USANA business. Included are the ten steps to success (prospecting, contacting, presenting, handling objections, etc.), as well as a detailed explanation on topics that interest most new distributors, like what is Autoship, the USANA 4-weekly cycle, 1 vs 3 Business Centres, etc.

4 How do I participate in these training sessions?
Just turn up early. Most admissions are on a first-come-first-served basis. Certain sessions that require tickets for entry will be marked so on our Activity Schedule. Health and Freedom Guest Events are free. We charge a nominal entrance fee for other sessions. Proceeds are donated to the Children Hunger Fund.

5 Can non-distributors or Preferred Customers attend?
Yes. The Health and Freedom Guest event, in particular, is designed for distributors to invite their guests.

On Our Company

1 Is USANA a legitimate business?
USANA’s policies, procedures and compensation plan have been reviewed by legal counsel, and conform to relevant Malaysian laws. The company has applied for, and obtained a Direct Selling Licence from the Malaysian Ministry of Domestic Trade and Consumer Affairs – licence number AJL931657. Click here to view a copy of that licence.

2 Is USANA a member of the Direct Selling Association of Malaysia (DSAM)?
Yes.

3 Is USANA financially stable?
USANA is a public traded company (NASDAQ code “USNA”). Its financial performance has been remarkable. With global turnover at US$273 million in 2005, it achieved seventeen quarters of consecutive sales and profit growth as of September 2006 and has no debt on its balance sheet.

For more Information ... Kindly Contact : Mr Winson chin6288@yahoo.com


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