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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.

ONE OF THE MOST COMMON QUESTIONS THAT MANY USERS ASK

As the name suggests, FAQs are the most common questions users ask. This is where you can give them a direct and accurate answer rather than asking them to open a ticket for every minute query.

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.

BRAND AMBASSADOR FAQ’s:

HOW MANY DAYS DOES MY BRAND AMBASSADOR CODE WORK ONCE A FOLLOWER CLICKS ON IT?

A Brand Ambassador code uses a 30-day cookie. This means your code will attach to the follower and any of their orders during that 30-day period. After the 30-day period is up in order for that follower to continue to shop with your code they will need to re-click your Brand Ambassador code so that the cookie attaches for another 30 days.

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

We love lifestyle accounts and would love to see you in Illuminative promoting your Brand Ambassador code, you are not limited to only using our marketing materials.

HOW WILL I GET PAID COMMISSION FOR MY BRAND AMBASSADOR CODE 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 Brand Ambassador application.

HOW DOES ILLUMINATIVE DETERMINE HOW MUCH COMMISSION I EARN?

We track the volume of your sales with your Brand Ambassador code.  You will receive commission on the subtotal of the order which is the order total post-discount and pre-tax.

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

Brand Ambassadors earn a baseline of 15% commission. However, there are many perks programs and incentives for the opportunity to earn more!

What if a customer looks at illuminative twice each time using a different person’s cookie but wants to buy from the first. When she returns wont the cookie on her computer automatically send her to the affiliate that she looked at last?

No, it is the 1st affililate that introduced them to Illuminative and it lasts for 30 days no matter what.

I’m assuming the commission % is based on sales in a month correct?

Commissions are cumulative and totals do not reset every month. For example, if you sell $1000 in month one and $2000 in month two, you have acquired $2000 total sales towards your next percentage tier. However, commissions are only paid monthly on the sales total in the month.

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 link and what they purchased.

Do you offer a referral fee, bonus, or reward of some kind for referrals?

Yes, we will be offering contests with our affiliates throughout the year for a chance to win cash and product credit!

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