Question 1

What are CellSentials and why are they different from regular multivitamins?

Accepted Answer

CellSentials combine Vita Antioxidant and Core Minerals, featuring USANA's InCelligence cellular nutrition approach. Unlike regular multivitamins that simply supply nutrients, CellSentials activate your cells' own defense mechanisms through cell signaling, providing a fundamentally more effective approach to cellular nutrition.

Question 2

What is InCelligence Technology?

Accepted Answer

InCelligence Technology is USANA's patented approach (U.S. Patent No. 10,632,101) that works with your cells' natural communication system. Instead of just supplying antioxidants from outside, it activates your cells to produce their own endogenous antioxidants — hundreds of protective molecules continuously, rather than the traditional 1-to-1 neutralization.

Question 3

Are USANA products safe? What certifications do they have?

Accepted Answer

USANA products are manufactured in-house at high-standard GMP (voluntarily exceeding FDA requirements for supplements). They hold NSF International GMP certification (since 2006), NSF Certified for Sport (testing for 280+ banned substances), Australian TGA audit approval, ConsumerLab approval, and meet USP standards.

Question 4

Can I take USANA products with my current medication?

Accepted Answer

We recommend consulting with your healthcare professional before combining any supplement with medication. While USANA products are made with high-quality ingredients, individual health situations vary and a medical professional can provide personalized advice.

Question 5

How long before I notice results?

Accepted Answer

Experiences vary by individual and product. We recommend at least 90 days of consistent daily use as directed to fully incorporate supplements into your wellness routine.

Question 6

Are the products suitable for vegetarians/vegans?

Accepted Answer

Some USANA products are suitable for vegetarians. BiOmega contains fish oil and is not suitable for vegans. Please check individual product labels or contact us for specific dietary information.

Question 7

What does 'Potency Guarantee' mean?

Accepted Answer

USANA's Potency Guarantee means that what's listed on the label is exactly what's in the tablet. Every batch is tested to ensure that it meets the full potency stated on the label through the entire shelf life — not just at manufacturing.

Question 8

Where are USANA products manufactured?

Accepted Answer

USANA products are manufactured in-house at USANA's own facilities in Salt Lake City, Utah, USA. They are not outsourced to third-party manufacturers, giving USANA complete control over quality from raw material to finished product.

Question 9

How do I place an order?

Accepted Answer

Simply browse our products, add items to your cart, and proceed to checkout. You'll be redirected to a secure payment page where you can complete your purchase with credit card or Alipay.

Question 10

What payment methods do you accept?

Accepted Answer

We accept credit cards (Visa, Mastercard, American Express) and Alipay through our secure Stripe payment system.

Question 11

How is shipping handled?

Accepted Answer

Orders are shipped via SF Express (順豐速運) within Hong Kong. You will receive tracking information via email or WhatsApp once your order is dispatched.

Question 12

What is the shipping fee?

Accepted Answer

Shipping is free on orders over HK$500. For orders below HK$500, a standard SF Express shipping fee applies.

Question 13

Can I return products? (USANA Return Policy — Policy 40)

Accepted Answer

Satisfaction Guarantee: USANA offers an unconditional refund satisfaction guarantee to customers on all products and business tools, including the Direct Seller Business Development System (BDS). If you are dissatisfied with any product or business tool for any reason, you may return the business tool or any unused product within thirty (30) days of purchase for exchange or a 100% refund (less shipping).

Direct Sellers must honor this refund guarantee to their retail customers. If a retail customer is dissatisfied with any USANA product purchased from a Direct Seller for any reason, the customer may return the product to the Direct Seller within thirty (30) days of purchase. If the retail customer requests a refund, the Direct Seller must promptly refund the amount at the sales price (less shipping) to the retail customer. The retail customer must return the product to that Direct Seller; USANA does not accept direct returns from retail customers. The Direct Seller may then contact customer service to request a refund/exchange.

The Satisfaction Guarantee does NOT apply to products and sales tools purchased from non-Direct Sellers or through unauthorized channels (including but not limited to Amazon, Facebook Marketplace, eBay, Carousell, Tmall, Price.com, and Taobao).

Product & Business Tool Returns: Products or business tools purchased from USANA Hong Kong within three hundred sixty-five (365) days are eligible for return if they are in resalable condition — unexpired, unopened, and with unaltered packaging/labels — and can be identified by company invoice date and lot number. A 100% refund (less shipping) will be processed. Products clearly marked at point of sale as non-returnable, clearance, discontinued, or seasonal items, or products whose "Best Before" date is less than three (3) months away, are not in resalable condition. USANA Hong Kong reserves the right of final decision.

Business tools (including the Direct Seller BDS) in resalable condition may be returned to the company for a 100% refund. To qualify as resalable, business tools must be:
• Unopened and unused;
• Undamaged and unaltered; and
• In a condition that the company can reasonably resell at normal prices.

All return requests must be processed in person by the Direct Seller named on the product invoice.

To initiate a return, please contact us via WhatsApp at +852 9588 2148.

Question 14

How do I track my order?

Accepted Answer

You will receive an SF Express tracking number via email or WhatsApp after your order is shipped. You can track your package on the SF Express website or app.

Question 15

Is USANA a pyramid scheme?

Accepted Answer

No. USANA is a legitimate, NYSE-listed company (ticker: USNA) that has operated for over 30 years. The SEC investigated USANA and concluded there were no violations. USANA generates revenue through actual product sales to real customers, not recruitment.

Question 16

Do I have to sell products or recruit people to buy?

Accepted Answer

Absolutely not. USANA's Preferred Customer program allows you to purchase products at preferential prices without any obligation to sell, recruit, or meet purchase quotas. You simply buy what you need for yourself and your family.

Question 17

Why aren't USANA products sold in retail stores?

Accepted Answer

USANA uses a direct-to-consumer model, which means products go from the factory directly to you — cutting out retail markups, distributor warehousing, and middlemen. This allows USANA to invest more in product quality, research, and manufacturing while maintaining competitive pricing.

Question 18

How is USANA different from other direct-selling companies?

Accepted Answer

USANA stands out with: NYSE listing and public financial transparency, high-standard GMP manufacturing (voluntary, exceeding FDA requirements), multiple independent third-party certifications (NSF, TGA, ConsumerLab, USP), and the InCelligence cellular nutrition approach backed by decades of science.

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