FAQs for Customers

How do I place an order?
Go to www.doterra.com and login using your unique doTERRA ID # and your password. If you have forgotten your password you can recover it by clicking on "Trouble Logging In" or contact doTERRA's customer service 1-800-411-8151. Once logged in, you can start shopping right away. If you are on the Loyalty Rewards Program (LRP) just click on your shopping cart to edit. If you're not and you would like to get started on LRP just create a new LRP order and select a day available between the 1st and the 15th of the month.* *It is always good to place LRP orders before the 15th because if your order is 125 PV or more you will receive the free product of the month.
What's the advantage of monthly Loyalty Rewards (LRP) ordering?
Being part of the Loyalty Rewards Program (LRP): *Gets you the best pricing and free products. *To keep it active, you only need to order 1 PV (=$1) or more each month. *Use your free credits for FREE oils. *Earn up to another 30% back in rewards! *Have 100% of your shipping reimbursed as points. *You may cancel by phone at anytime and just order as needed, but the best way to order is through the monthly rewards cart (LRP).
Do I have to order every month in my LRP...even if I don't need anything?
Yes, in order to keep your LRP active, you must order at least 1 PV every month in your LRP shopping cart. You will be charged shipping, but remember that with every LRP order your shipping is refunded as product points. So, order a lip balm, toothpaste, shampoo, or, my favorite...peppermint essential oil.
How can I increase the percentage rate at which I earn product points with my LRP orders?
The percentage at which you earn product points grows over time. If you order 50 PV or more every month, your percentage will increase 5% every 3 months until you reach 30%.
What is PV and where can I find it?
Each product is assigned a specific point value or PV. In many cases, the PV is equivalent to the wholesale price of the product. The total PV for a product can be found on the order form or in the shopping cart under the column labeled "PV" or "Volume".
How do I get the Product of the Month (PoM)?
Place one monthly Loyalty Rewards order totaling 125 PV or more. Make sure it is scheduled to ship on or before the 15th of each month, and your order will include a free product! The PoM is announced on the first of each month.
Can I get two Products of the Month (PoM)?
No. The PoM is only offered one (1) per WS Customer or Wellness Advocate per month by placing a 125 PV or more order. If you purchase 250 PV you do not qualify for 2 free PoMs.
Can I cancel an LRP order once it's been processed?
Yes. Cancellation of an LRP order must be done over the phone with Member Services at 1-800-411-8151.
How do I cancel my LRP?
You can cancel your LRP at any time by contacting member services by email at service@doterra.com or toll free at 800-411-8151. **Please note that you will lose all product points you have accumulated when you cancel your LRP.**
How soon after enrolling can I place and LRP order?
You can place a LRP order the month after your enrollment month.
Help! I forgot to revise my LRP and was shipped a duplicate order! What can I do?!
Don't panic! Contact member services by email at service@doterra.com or toll free at 801-411-8151. They are very easy to work with.
Can I place a second LRP order in a month after my LRP order has been processed?
Yes. You can place as many orders as you like in a month. You have two options: 1) Place your additional LRP order through your existing LRP cart by editing it and putting in the new items you'd like and click "Process It Now." Once the 2nd order has shipped, remember to go back and edit your LRP cart contents to what you want to process the next month.* OR 2) You can always create a 2nd LRP shopping cart. You would "create a new LRP," add your new items and then click Process Now. Once this order has shipped you can go back and Delete this 2nd LRP shopping cart without having to call customer service. *Remember, you only will earn PV points on LRP orders of 50 PV or more. So, if your 2nd order is under 50 PV then you would just process a "one time" order. *Builders will want to keep their original LRP cart at 100 PV at all times in order to earn commissions.
How soon can I use my product points?
You must be a LRP participant for 60 days before credits can be redeemed.
Is there a fee for ordering a product with my product credits?
Yes. A redemption fee of $3 per 100 points, applicable taxes, and shipping and handling charges will apply.
Do product credits expire?
Yes. Product points expire 12 months from the date of issue.
How can I earn product points when I order?
Product points are points you earn through your LRP cart orders. With each LRP order of 50 PV or more, you receive 10-30% of your total purchase in the form of product points that you can in return use to purchase free product. Your percentage rate that you earn product points is based on the kit you decided to purchase at the time you enrolled for your wholesale membership.
How can I redeem my product points?
Watch this video (link below) to learn how to redeem your product points. https://www.youtube.com/watch?v=kiRdH_EUn8Q
How can I maximize my LRP?
Stay tuned.
What if my oil(s) arrive(s) damaged or leaking?
Call doTERRA at 800-411-8151 and they will ask for the Lot Number on the bottom so they can track the problem. Then they will give you a credit or send you a new one.
How do I know what oils to use?
There are several ways to help you with your oil usage. 1) You can do an internet search. Just search "doTERRA +" your issue. 2) You can post a question in our VIP High Vibe Tribe Facebook Group. 3) You can look to in your essential oils reference book* (The Essential Life, Essentials of the Earth, Modern Essentials) and research your topic or issue. 4) You can ask the person who enrolled you. *Check out your Customer or Builder Guide for places you can purchase a great, useful essential oils reference guide.
How can I make money with doTERRA?
If you decide to share oils or build a part time or full time business with doTERRA, you can earn compensation from doTERRA when you enroll others, but you must purchase a single 100 PV or more order each month and keep 100 PV in your cart at all times to be eligible.
How can I get in touch with Customer Service?
You can call 800-411-8151 or you can chat live by going to doterra.com
Have a question? Please send it to me!
(No question is a dumb question...that's how we learn together.)