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Frequently Asked Questions

Retail Customer & VIP Member FAQ’s:

I NEED TO RETURN OR EXCHANGE SOMETHING. WHO DO I CONTACT AND WHAT INFORMATION DO I NEED?

Please see Retail Customer and VIP Member specific Return policy.

CAN I MAIL BACK MY RETURN IN MY OWN PACKAGING?

No, please see Return policy for instructions regarding emailing info@illuminative.com for an order specific Return Shipping Label.

I HAVE AN ISSUE WITH MY ORDER. WHO I DO CONTACT?

Email info@illuminative.com with your concerns and please include your order number.

CAN VIP MEMBERS CANCEL AT ANY TIME?

Yes, of course. However, for yearly memberships, there are no pro-rated periods so your subscription will end on the last day of your current subscription term.

I HAVE OVER $100 IN MY CART BUT THE SITE WANTS TO CHARGE ME SHIPPING. WHY?

In order to qualify for free shipping your subtotal must equal $100. Your subtotal is the order total post-discount and pre-tax.

HOW LONG WILL IT TAKE TO GET MY ORDER?

Please allow 5-10 business days for standard shipping, this includes processing time at our warehouse.

RESELLER FAQ's

IS THERE A FEE TO BE A RESELLER?

No, there is no fee, but you are required to have a reseller license.

WHY DO I NEED A RESELLER LICENSE?

Resellers do not pay sales tax on our site. You must show a certificate; this verifies that you intend to pay sales tax to your state.

IF I SELL ILLUMINATIVE, CAN I ALSO SELL OTHER BRANDS?

Yes, we do not have an exclusivity clause.

IF I HAVE AN ISSUE WITH MY ORDER, WHO DO I CONTACT?

Email info@illuminative.com with your concerns and please include your order number.

HOW MANY DAYS DO I HAVE TO RETURN OR EXCHANGE MY ORDER?

5 business days. Please see Reseller specific Return Policy which includes contacting info@illuminative.com to receive an order specific Return Shipping Label.

CAN MY CUSTOMERS MAIL BACK THEIR OWN RETURN?

No, reseller’s customer returns are the responsibility of the reseller either through the resellers personal inventory or a new order placed by the reseller at Illuminative.com.

HOW LONG WILL IT TAKE TO GET MY ORDER?

Please allow 5-10 business days for standard shipping, this includes processing time at our warehouse.

Affiliate FAQ’s:

What images can I post? I HAVE A LIFESTYLE INSTAGRAM ACCOUNT. CAN I POST PHOTOS OF MYSELF IN ILLUMINATIVE ITEMS OR DO I HAVE TO USE ILLUMINATIVE MARKETING MATERIALS?

You are free to repost any of our images. We also love lifestyle accounts and would love to see you in Illuminative promoting your Affiliate URL, you are not limited to only using images that we post.

HOW WILL I GET PAID COMMISSION FOR MY AFFILIATE URL SALES?

We use PayPal for commission payouts; commissions will be deposited directly into your PayPal account. You just need to provide your PayPal payment email address in the Affiliate application or in your Affiliate dashboard.

HOW DOES ILLUMINATIVE DETERMINE HOW MUCH COMMISSION I EARN?

We track the volume of your sales with your Affiliate URL.  You will receive commission on the subtotal of the order which is the order total post-discount and pre-tax. You can see your volume in your Affiliate Dashboard.

WHAT COMMISSION PERCENTAGE DOES ILLUMINATIVE PAY TO THE AFFILIATE WHEN A CODE IS USED?

Affiliates earn 20% commission on sales when their Affiliate URL is used.

Where can I find my affiliate URL?

You can find your Affiliate URL in your Affiliate Dashboard.

Can an Affiliate also be a VIP?

Yes, they are separate programs but operate under the same login.

Are you able to tell me who used my code so I can thank them?

Yes, you can see from your Affiliate Dashboard the referrals that ordered through your Affiliate URL and what they purchased.

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