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FAQs on COVID-19

FAQs on COVID-19

What steps has 4Life taken to preserve the well-being and health of distributors and employees? 

Distributors: All products in Europe are delivered by UPS following strict security measures to prevent the spread of the infection according to the recommendations provided by the World Health Organization (WHO).

For example, in order to avoid contact, when receiving the order, the user does no longer need to sign the receipt. It is extremely important that you collaborate with these measures and collect your order safely. 

We have also changed the dates of the Master Builder Trip incentive —which will take place on May 27-30, 2021— and the European convention Connect —which will be held on September 9-11, 2021— to guarantee the maximum safety for all attendees.

Employees: We have suspended internal trips and events. Furthermore, teleworking has been established in all departments of our Barcelona and Hamburg offices to ensure the safety of our employees.

 

Are order deliveries affected by COVID-19?

4Life product orders are delivered by UPS, which continues to maintain delivery services, except when limited by government restrictions. However, due to the restraints caused by the COVID-19 healthcare crisis, delivery times could require up to 10 working days. To track your shipment, please keep your contact information updated and check the confirmation e-mail that we will send you once your order has left our warehouse.

You can find the list of zip codes affected by delivery restrictions here: https://www.ups.com/be/en/service-alerts.page?id=alert1. This list will be updated according to the current preventive measures in place in each country.

 

Can I change the shipping details once the order has been confirmed?

No, once the purchase has been confirmed, our Customer Service won’t be able to modify the content of the order or its delivery address. Yet, through the UPS app and website, you will be able to track your order and reschedule the delivery.

Before confirming the purchase, please remember to double check that the address and shipping details are correct and that the e-mail address of your 4Life account is updated.

 

What happens if I do not accept or collect my order?

Uncollected orders will be returned to our warehouse and you will have to process the purchase again. Returned orders imply the cancellation of points and bonuses obtained with that purchase.

 

How can I pre-set a delivery date and time frame to avoid the return of orders?

UPS offers you the chance to sign up for the UPS My Choice service. By subscribing to UPS My Choice, you will be able to choose the best timeframe to receive your orders, activate alerts about the shipments you are expecting, set your preferences (e.g. receiving alerts by SMS, voice or e-mail), and determine your priorities to manage UPS home deliveries.

Check out this section for more information: https://www.ups.com/be/en/services/tracking/mychoice.page

  

Have there been changes in the Customer Service office hours?

During the exceptional situation of the COVID-19, Customer Service operates from 10 am to 6 pm (CET), from Monday to Friday.

As an exception, on the last working day of the month, the Customer Service will be available longer, from 10 am to 7 pm. Changes will be communicated through WhatsApp, Telegram and 4Life Europe Facebook group.

 

Can I manage my Loyalty Program by calling Customer Service?

No. The Loyalty Program must be managed through the 4life.com website or 4Life Business App.

In order to guarantee the best customer service, we are giving priority to those requests that can only be handled over the phone.

As an exception, procedures related to the Loyalty Program will be managed over the telephone only for users with limitations who cannot properly use the default platforms or don’t have access to the Internet.

 

Can I manage my Preferred Customers’ orders by calling Customer Service?

No. In compliance with the General Data Protection Regulation (GDPR), only the owner or co-applicant of the account is authorized to manage their orders.

 

Corporate Social Responsibility - What is 4Life doing to help the most vulnerable during COVID-19? 

4Life has launched a campaign focusing on three major social challenges to address the difficult situation caused by COVID-19. Our goal is to raise funds to buy and provide food and personal care products, as well as to offer emotional support to the children and families of the SOS Children's Villages and Leben mit Behinderung.