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Customer Care FAQ

Frequently Asked Questions

  • Autoship
  • Mobile Applications
  • Commissions & Compensation
  • Compliance/Policy
  • Managing Your Account
  • Membership
  • Ordering Product
  • Product Information
  • Returns & Replacements
  • Shipping & Delivery
  • Troubleshooting

Autoship

  • What is Autoship?
  • Is Autoship required?
  • How do I change my Autoship?
  • How do I update the payment method for Autoship?
  • How do I update the shipping address for Autoship?
  • Can I suspend my Autoship?

Mobile Applications

  • Am I able to update account information in IsaLife?
  • Does Isagenix collect any personal data from my mobile device when using an Isagenix mobile application?
  • How can I view the status of my order using the IsaLife?
  • How do I add or remove products in my shopping cart via IsaLife?
  • How do I apply coupons or discounts in IsaLife?
  • How do I select and view notifications for IsaPulse?
  • How do I sign in to the Isagenix mobile applications?
  • I deleted/cannot find a notification in IsaPulse. Can I get it back?
  • What’s the difference between IsaLife and IsaPulse?
  • Which mobile devices are compatible with the IsaLife and IsaPulse apps?

Commissions & Compensation

  • How can I earn commissions and compensation through Isagenix?
  • What does it mean to be “Active” and how do I do this?
  • Where can I learn more about building a business with Isagenix®?
  • When does Isagenix calculate and pay commissions to their Independent Associates?
  • How do Independent Associates receive their commission payments?
  • How can I help someone join my Isagenix team?
  • Where can I find information on current incentives and other bonuses?
  • Do I need to file taxes on the income I earn with Isagenix?

Compliance/Policy

  • Where can I learn more about the Isagenix Policies and Procedures?
  • My children love Isagenix products! Can I enroll them on my team so they have their own account?
  • I placed someone in the wrong spot on my team when helping them join. How can I fix this?
  • I joined someone’s team, but would like to move to another organization. Can I do this?
  • Does Isagenix offer compliant, pre-made emails that I can send to Customers?

Managing Your Account

  • I forgot my password.
  • How do I update my payment information?
  • How can I opt in or out of emails?
  • Where can I locate my previous orders?

Membership

  • How can I join Isagenix?
  • Is there a cost to join Isagenix?
  • What do I receive with my membership?
  • I live outside of North America (United States, Canada, and Puerto Rico). Can I still purchase products?
  • Is there an age requirement to join Isagenix?
  • Why do I have to provide my Social Security Number?
  • Can both my spouse and I join Isagenix?
  • Are there meetings or seminars I can attend to learn more about Isagenix?
  • Does Isagenix offer conference calls or podcasts?

Ordering Product

  • Where can I purchase your products?
  • I have a membership. How can I place my order?
  • What payment methods do you accept?
  • Where can I locate pricing for your products?
  • Can I cancel my order?
  • Can I change my order?
  • Do you offer coupons or discounts?
  • I am stationed in the military overseas. Can I order your products?

Product Information

  • Are your products FDA-approved?
  • I have a medical condition and/or take medication. Can I use your products?
  • What kinds of products do you offer?
  • Are your products gluten-free?
  • Do you test your products on animals?
  • Are your products vegan certified?
  • Are your products organic?
  • Can children consume your products?
  • Do you offer kosher products?
  • Where can I locate ingredients?
  • Is your packaging biodegradable?
  • Can I use your products while pregnant or breastfeeding?
  • I am an athlete who competes regularly. Will Isagenix products cause me to fail any testing?

Returns & Replacements

  • What is your return policy?
  • Can I receive a refund if my products arrived damaged?
  • How do I initiate a return?
  • What is the process and timeframe for my refund?
  • I purchased a product I don’t like. Can I exchange it for something else?

Shipping & Delivery

  • Which shipping companies do you use?
  • What is your delivery timeframe?
  • What does it cost to ship products?
  • Can I pick up my order?
  • Can I ship to a PO Box?
  • How can I track my order?
  • Why didn’t I receive my order?
  • How does Isagenix ship heat-sensitive items in warmer months?

Troubleshooting

  • Why does my credit/debit card keep declining?
  • I received an email saying Isagenix was suspending email notifications. Is this legitimate?
  • Why am I not receiving IsaPulse notifications?
  • I received a message when placing my order, and the invoice is showing “Not Available.” Did my order go through?
  • I received an error stating Isagenix couldn’t retrieve my data. Was my account created?
  • Why won’t the system allow me to use my email address when joining?
  • I am trying to rejoin and the system is not allowing me to enter my Social Security Number.
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