Latest Operation Arrangement in view of Pandemic Situation
(Last Updated: 20 June 2022)
Arrangement of Customer and Delivery Service are summarized and updated with most up-to-date information in this document, as
they may subject to adjustment in view of precedented challenges under current pandemic situation. We seek your kind
understanding on any inconvenience that may be caused.
1. Customer Service Operation
1.1 Experience Center
1.2 Hotline and Email Service
2. Ordering and Delivery
2.1 Ordering Methods
2.2 Delivery Methods
2.3 Home Delivery (Effective from 20 June 2022)
2.4 SF Locker/ SF Store Pick Up
2.5 Switch Self Pick-Up Orders to Delivery
2.6 Order Tracking
2.7 Enquiries about Delivery Arrangement
2.8 Claim Form for Missing/Damaged Items in Delivery Orders
3. About Product Catalog and Availability
3.1 Purchase Limit and Out of Stock List
3.2 Product Guide
3.3 Product Order Form
4. How To Place Orders Online
4.1 How to Join Essential Rewards Program
4.2 How to Set Up PV Assistant
4.3 Placing Essential Rewards Orders and Pay by Account Credits
4.4 How to Place Quick Orders and Point Rewards Orders
5. About YL Membership
5.1 Join as A New Member
5.2 Account Reactivation
5.3 Account Name Change
5.4 Sponsor Change
5.5 Market Change
5.6 Direct Deposit Application
1. Customer Service Operation
1.1 Experience Center
Operating hours:
• Monday, Wednesday & Friday: 11am - 7pm
• Tuesday & Thursday: 11am - 9pm
• Weekend & Public Holiday: Closed
Experience Center currently only provides order pick-up, order placing and inquiry handling services by reservation
(walk-in not available). We now accept consumption vouchers as payment method (Octopus, Alipay HK and WeChat Pay),
please reserve timeslots of pickup and other services via the application "THE GULU".
Services of Experience Center are now fully resumed. Besides picking up and placing orders plus making inquiries,
members will be able to enroll new members and reactivate their account at Experience Center as well. We continue to
accept consumption vouchers as payment method (Octopus, Alipay HK and WeChat Pay). It is recommended to continue
making reservation for these services via THE GULU APP to better manage their time and enjoy priority processing.
Members can also choose to walk in and crowd management for Experience Center (50 visitors allowed at maximum) is
cancelled.
Pick-Up Reservation Tutorial
Text version: https://bit.ly/ReservationTutorial
Short clip (in Chinese): https://bit.ly/Reservation_Video
Points to note
• Only 1 reservation can be made at the same time per phone number.
• Please arrive at Experience Center* at least 15 minutes before your timeslot ends (e.g. Reserved timeslot is 11am,
please arrive no later than 11:45am). If you are unable to arrive within reserved timeslot, your reservation will be
deemed invalid and has to be made again.
• Five orders can be picked-up or handled per booking.
• Please show and scan your valid QR code to enter Experience Center upon arrival.
• Entrance time may subject to change based on situation on-site. Decision of Young Living regarding Experience
Center's operation arrangements should be final.
*As Midtown Soundwill Plaza is categorized as commercial building, Experience Center is not one of the scheduled premises
where implementation of “vaccine pass” is necessary under the Government's regulation. Visitors are not required to show
vaccination records before entrance for now.
1.2 Hotline and Email Service
Business hours: Monday, Wednesday & Friday: 11am – 7pm; Tuesday & Thursday: 11am - 9pm
Phone: Hong Kong +852 28975600 | Macau 0800848
Email: Please provide member name, ID and PIN (Lead Time: within 3 business days)
Hong Kong Members hk@youngliving.com
Macau Members macau@youngliving.com
NFR Order enquiry:
apacnfr@youngliving.com for general questions, order placement support, order status, etc.
apacshippingissues@youngliving.com for shipment status and shipping related issues.
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2. Ordering and Delivery
2.1 Ordering Methods
Order can be placed via Virtual Office, CS hotline, email and at Experience Center.
2.2 Delivery Methods
Home Delivery, SF Locker/SF Store, Self-pick up.
2.3 Home Delivery
Latest Delivery Arrangements in Macau (Effective from June 20, 2022)
Successfully-paid orders will be delivered within 2 to 5 days depending on the district. 2-3 more days will be required
for remote areas* in Hong Kong and for delivery to Macau. *Remote areas: Airport, Cheung Chau, Discovery Bay,
Lamma Island, Lantau Island, Ma Wan, Mui Wo, Ngong Ping, Peng Chau, Sha Tau Kok, Tai O, Tung Chung (Parcel will
be delivered by SF-Express).
Delivery will be arranged between 9:00am and 6:00pm from Monday to Saturday (except for public holidays).
Due to tightening of control measures by Macau government, courier of Jet Global, the logistics company, is
not allowed to enter most of the buildings. As such, kindly note door-to-door delivery services in Macau will
be suspended from 20 June 2022 until further notice.
You will also receive a call 30 minutes prior to the actual delivery. If you are not available for proposed delivery
period, please contact our logistics provider for rescheduling.
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FAQs regarding Latest Delivery Arrangements in Macau
1. Q: What would happen if I did not manage to answer the pre-alert call from courier?
A: Goods will be returned to warehouse for re-delivery. Members can reach out to Jet Global again for
arrangement of re-delivery.
2. Q: What if there is no reception in the building of the shipping address?
A: Courier will call and communicate with members to come downstairs for handover.
3. Q: What if the guards reject to take the parcel?
A: Courier will call and communicate with member to come downstairs for handover.
4. Q: Is it still available for members to self-pick up the parcel at Jet Global’s office?
A: Yes. Members will need to contact Jet Global directly for self-pick up arrangements.
5. Q: Can my orders be combined for home delivery?
A: Shipping charges are calculated based on the total product weight of each single order. As an eco-friendly
company, orders which were placed at similar time might be grouped together in one package for
simultaneous delivery and less material usage. Thank you for your understanding and support.
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2.4 SF Locker/SF Store Pick Up
Delivery lead time and notification
Successfully-paid orders will be delivered to the pick-up points within 3 to 5 business days depending on the
availability of the locker/stores. If your selected locker is full, SF Express will automatically assign your parcel to a
nearby locker. Please refer to the most updated SMS for final pick up point.
SF Express will send a SMS notification to you when the parcel is ready for pick up. Please collect the parcel before
the expiry date and time shown in the SMS notification.
2.5 Switch Self Pick-Up Orders to Delivery
Please apply via jot form: https://youngliving.jotform.com/222578390278870
2.6 Order Tracking
a. For Home Delivery Orders
Method 1
1. Log in Virtual Office
2. Click “My Account”
3. Click “My Order History”
4. Click “Order Number”
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5. Click tracking number
6. Order status
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Method 2
Click the tracking link at the bottom of SMS notification (received 1 day prior to delivery).
b. For SF Locker/SF Store Pick Up Orders
1. Log in Virtual Office
2. Click “My Account”
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3. Click “My Order History”
4. Click “Order Number”
5. Click tracking number
6. Click SF tracking number in our logistic vendor website
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7. Order status
c. For Orders that are Switched from Experience Center Pickup to Home Delivery
Method 1
1. Log in Virtual Office
2. Click “My Account”
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2.7 Enquiries about Delivery Arrangement
Hong Kong Orders: V-Logic Limited +852 9163-2869
Macau Orders: Jet Global Logistics Limited +853 2871-1285 / +853 6683-3865
Self pickup at SF Locker / SF Store Orders: SF Express +852 2730 0273
2.8 Claim Form for Missing/Damaged Items in Delivery Orders
Please apply via jot form: https://youngliving.jotform.com/211181452709856\
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3. About Product Catalog and Availability
3.1 Purchase Limit and Out of Stock List
Please refer to the list: https://static.youngliving.com/en-HK/PDFS/oos-list.pdf
3.2 Product Guide
Please refer to: https://issuu.com/home/published/2022productguide_young_living
3.3 Product Order Form
Please refer to:
https://static.youngliving.com/en-HK/PDFS/Product-Order-Form.pdf
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4. How to Place Orders Online
4.1 How to Join Essential Rewards Program
Please refer to this video (from 3:22): https://www.youtube.com/watch?v=g517dEsPR3s
4.2 How to Set Up PV Assistant
Please refer to this video: https://youtu.be/Xs73RHm_B-M
4.3 Placing Essential Reward Orders and Pay by Account Credits
Please submit this form at least 2 working days before your ER processing date:
https://youngliving.jotform.com/212153062957858
4.4 How to Place Quick Orders and Point Rewards Orders
Please refer to this video: https://youtu.be/SVRGC0v7_dk
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5. About YL membership
5.1 Join as A New Member
For enrollment with ER Orders, please refer to: https://youtu.be/Jpz1cXFPogU
For enrollment with Quick Orders, please refer to: https://youtu.be/xR_P-aY9c7Y
5.2 Account Reactivation
Please submit the following documents and email below information to: [email protected] (HK member) /
[email protected] (Macau member)
Complete “Young Living Members Agreement” with physical signature:
https://static.youngliving.com/en-HK/PDFS/MemberAgreement_201907.pdf
A copy of the address proof which was issued within 3 months
Confirm your order details (order of 100PV at minimum)
• Order Type: Quick Order/ Essential Rewards Order
• Products: Please provide the product name, quantity and total PV
• Payment: By credit card or account credits (if applicable)
Delivery arrangement: Self pickup or Home Delivery or SF Locker/ SF Store (please include the shipping
address or SF Locker/ SF Store address, contact number and receiver’s name)
5.3 Account Name Change
Please send your request by email: accountupdates@youngliving.com
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5.4 Sponsor Change
Reminder: Only the enroller or the new member can request for such change.
a. Within 5 calendar days of enrollment
Please use your YL registered email and email following information to: [email protected]m (HK member) /
[email protected] (Macau member)
Member number of the applicant
PIN of the applicant
Member ID of the new member
Member ID of the new sponsor/ enroller
Name of the new sponsor/ enroller
b. Over 5 calendar days of enrollment
Please use your YL registered email and send the request by email: APAC-resolutions@youngliving.com
5.5 Market Change
a. If you would like to change your market to UK, please submit your request with the following documents to
customercare@youngliving.com for application:
1. A filled and signed Member Agreement of UK: https://bit.ly/UK_MemberAgreement
2. A filled and signed Market Change Request form: https://bit.ly/MarketChange_RequestForm
3. Proof of Residency such as current utility bill, Cable bill, Landline phone bill, Leasing agreement
4. Passport Copy
5. National Insurance number – as a document of proof of eligibility to work and earn income in UK
(https://www.gov.uk/apply-national-insurance-
number?fbclid=IwAR38X_oSNLW3qkpbtF43F_owg6X2j-qvuKs6pimtY6MNSOzVtLYcy334oTU)
6. If no Tax ID, then provide Share Code, screenshot BNO visa reference number which has stated can
work in UK
Please note that if the information provided is incomplete, the application may be delayed.
b. If you would like to change market to other countries
Please send your request by email: accountupdates@youngliving.com
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5.6 Direct Deposit Application
Please submit the following documents by email: [email protected] (HK member) / mac[email protected]om (Macau
member)
Direct Deposit Form: https://static.youngliving.com/en-HK/PDFS/Direct_Deposit_Form_ZH.pdf
Copy of bank statement or bank book/bank card
Copy of Hong Kong ID/ Macau ID
