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Frequently Asked Questions

This is a collection of the questions that are most commonly asked. If the answer to your question is not here, please feel free to contact us. Please feel free to browse the list of questions, or search for specific information using the FAQ Search.

1. I have received an order from another country. What should I do?
   



2. Am I required to include a telephone number on my site?
   



3. How does the decrypt function work?
   



4. Why doesn't my email address appear on my web page?
   



5. Do you have anything to help me manage my Herbalife business?
   



6. I paid for a Premium site. Why doesn't it look like the sample site?
   



7. My customers are getting an error message when trying to check out with a credit card. What's wrong?
   



8. Where can I find testimonials and other resources for my HNN site?
   



9. How can I remove the white space on my web page?
   



10. I'm a Premium member, but I can't be found on the Zip Code locator. Why?
    



11. How can I offer a special promotion?
    



12. I activated the Email Access page, but now it doesn't show up.
    



13. A customer placed an order but all I got was as Order In Progress email. What happened?
    



14. I'm trying to join, but I haven't received the email verification yet. What's wrong?
    



15. I'm using one of the designer templates. How can I change the Featured Product?
    



16. How can I turn on or turn off the Email Access feature?
    



17. How do I accept credit card payments?
    



18. I'm a Free member, but I want to upgrade to a Premium site. How do I do that?
    



19. Does Herbalife automatically ship orders from my website?
    



20. How can I insert the picture of a coupon into my web page?
    



21. How can I find out who has visited my site?
    



22. I just received an order-in-progress e-mail from HNN but did not receive credit card information and mailing/shipping information. How do I get this information?
    



23. When will the coupon codes be ready?
    



24. How do I turn off the page for the weekly drawing for Herbalife products?
    



25. How do I change my payment information?
    



26. How do I delete the hyperlinks, such as the Niteworks video, from my site?
    



27. I've referred other distributors to HNN, but I'm not receiving credit. Why?
    



28. I've received an order. When will it be shipped?
    



29. Why can't I find my web address in the search engines?
    



30. If I upgrade to Premium, will my customers still be able to find my website?
    



31. Why are discontinued items still in my catalog? Can I remove them?
    



32. A customer has paid with a credit card. How do I get my money?
    



33. How can I change to a different template?
    



34. How will I know when I receive an order?
    



35. Why doesn't my telephone number appear on my web site?
    



36. How can I cancel my account?
    



37. How can I change the text color on my page?
    



38. How can I purchase Herbalife products?
    



39. How much do PREMIUM websites cost?
    



40. How can I change information on my website?
    



41. What do the different Privacy Levels do?
    



42. Do I have to sign a contract?
    



43. My URL is too long! Can I make it shorter?
    



44. How do I connect my Herbal Nutrition Network website to my merchant account?
    



45. Can you recommend a good merchant account?
    



46. My sales tax rate just changed. How do I change it?
    



47. Can I use email marketing to advertise my Herbal Nutrition Network website?
    



48. I've forgotten my HNN password. How can I retrieve it?
    



49. How do I adjust my tax rate for non-food items?
    



50. How can I change my shipping rate?
    



51. How do I add a hit counter to my page?
    



52. How can I add an item to the catalog or change a price in the catalog?
    



53. Can I use my own merchant account on my HNN site?
    



54. I already have a domain name. Can I link it to my web site with the Herbal Nutrition Network?
    



55. I'm a Premium member, but my customers are unable to check out. Why?
    



56. How can I place a banner or hit counter on my website?
    



57. How can I set up my website to work seamlessly with PayPal?
    



58. What does it mean when "my account is disabled"?
    



59. How do I change prices in the product catalog?
    



60. How can I link my HNN website to another website?
    



61. How come my sales tax isn't calculating correctly?
    



62. How does the referral program work?
    



63. Where do I log in to edit my website?
    



64. When will I receive an order?
    



65. How can I remove the picture of the IBP from my website?
    



66. How do I place the star next to distributor recommended products?
    



67. How will people on the Internet find my website?
    



68. When will I be listed as one of "Today's Featured Distributor"?
    



69. How do I insert "before" and "after" pictures?
    



70. What are Herbalife International's rules regarding websites?
    



71. I need help with a feature that isn't described here. What do I do?
    



72. How can I decrypt an encrypted credit card number?
    



73. I'm a customer, and want to know more about Herbalife's shipping and refund policies.