POLICIES & PROCEDURES

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1 Contents

  2 Message from the President
     2.1 Mission Statement
     2.2 Core Values

  3 Promise to Customers
     3.1 Product Guarantee
     3.2 Product Returns
     3.3 Shipping Policies
     3.4 Pricing
     3.5 Point System
     3.6 Complaint Procedures

  4 Organizational Philosophy
     4.1 Corporate Hierarchy
     4.2 Sales Program Registration
     4.3 Sales Program Options
     4.4 Territories (Retail vs. Local Rep)

  5 Representative, Affiliate, and/or Consultants Agreement
     5.1 Sales Consultant Agreement
     5.2 Cancellation and/or Reinstatement of Consultant Agreement
     5.3 Mentoring Referral Program
     5.4 Incentive Programs

  6 Privacy Policy


2. Message from the President

“Passion in life and work seldom go hand in hand. At LifeFORCE, I have found both. As a result I have dedicated my life to making a positive difference to the lives of our beautiful animal companions, and I have a goal to spread our message across the globe. There is a reason that we are not a Multi-level Marketing Company – Our concern is not about having multitudes of people ‘Sign Up’ – Our focus is on education and finding the best people on the planet to offer that to, people who share our belief that the animals are our top priority. We are NOT about the bottom line but about top quality care for our pets’ health and well being. If you feel that you are truly motivated to represent and actively sell an outstanding line of natural pet products, then LifeFORCE Pet Health could be your new family too.” Tim Hockley – President & Founder

2.1 Mission Statement

Improving the lives of our pets by producing superior all natural products.

2.2 Core Values

Integrity – To be honest and moral in all things.
Trust – To foster an environment of mutal understanding and reliability.
Respect – To always hold our clients, employees, and affiliates in the highest regard.


3. Promise to Customers

We promise to ensure to the best of your abilities that only the best, safest, most natural products in our animal companion lines of raw food diets, natural treats, natural heath care, aromatherapy, supplements, and any other LifeFORCE products will reach our customers. You will be vigilant in only providing products which may improve the health and happiness of an animal companion; this includes but is not limited to: checking best before dates, package tampering, honest ingredient labelling especially regarding consumer allergy awareness and honest marketing, and being aware of correct colour, clarity, texture in order to remove possible sub-standard products from consumer availability.

3.1 Product Guarantee

100% Satisfaction Guaranteed

All unopened and unused products may be returned within 30 days of purchase for a replacement or LifeFORCE credit towards any other product of the same value. Consumers will be responsible for any additional shipping costs.

The 1lb bag is considered a ‘trial size’ and thereby will not be refunded.

3.2 Product Returns

All products must be approved by the company in writing via email and a RMA # must be generated by the company for tracking prior to any product being returned. The company will send the customer, that is returning said product, a “Product Return” form as well as issue an RMA# which must appear on the form as well as be clearly marked on the front of the package that is being returned.

Note: There are certain products with extended individual warranties.

3.3 Shipping Policies

All products will be shipped directly to the consumer within 2-9 business days within Canada and/ or the Continental United States. Expedited Shipping will be used for our “Preferred Customers” at no additional cost. Canadian Consumers will have the option of either Regular post or Expedited (additional fee). All Orders will be packaged and shipped in a timely manner, safely and securely while using sustainable products.

3.4 Pricing

LifeFORCE reserves the right to change product pricing without prior notice.

3.5 Point System

Point Value -> 1 Point = $0.01

Customers (not registered or “Guest”):

  • able to buy products at retail price
  • earn no points
  • pay regular shipping costs

Customers (registered or “Preferred”):

  • able to buy products at retail price
  • earn points redeemable for products and swag
  • expedited shipping at regular postal price
3.6 Complaint Proecdures

We promise to use our best efforts to rectify any consumer complaint or issue, quickly and as simply as possible. Complaints should be forwarded in writing to Head Office via email to CustomerService@lifeforcepet.com.


4. Organizational Philosophy

At LifeFORCE, we are led by our Core Values in all things. We want to educate and support our employees, partners, affiliates, independent consultants, clients and the general public on all things which improve the health and happiness of our animal companions. We, at Head Office, will be available Monday through Friday (excluding holidays) from 9:30am – 4:30 pm via phone 1.888.224.2446 or email info@lifeforcepet.com . Any and all employment opportunities will first be posted and available for application to current employees ( two weeks posting), then made available to any interested Independent Partners, affiliates, and consultants (via email posting), prior to the position being made available to the general public. LifeFORCE will make every effort to promote from within and offer educational incentives to our staff and independent affiliates whenever possible.

4.1 Corporate Hierarchy

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4.2 Sales Program Registration

No partnership with LifeFORCE will be engaged in or until a registration process have been completed and approved – regardless of partnership type: Retail Partner/Online Ambassador/Sales and Marketing Consultant. Approval or lack thereof may be dependent upon location, existing exclusivity clauses, business practices, and/or evidence of agreement with LifeFORCE core values. LifeFORCE reserves the right to refuse partnerships with any other company or individuals.

4.3 Sales Program Options

Retail Partner – An Independent individual or company proactively ordering, stocking, educating consumers and reselling LifeFORCE products at a ‘Brick and Mortar’ location.

Online Ambassador – Resellers who direct traffic, promote, and process orders solely via the internet, while educating consumers.

Sales and Marketing Consultant – Independent individuals, who actively promotes, sell, service, and educate consumers, without having to carry stock.

For more information about becoming a part of the LifeFORCE family, visit HERE.

Local area retailers maintain first right of refusal for all shows in their area.

Sales & Marketing Consultants who are approved by the corporation must register to begin their “Pawfessional” training which will include sample products and various educational materials.

Exclusivity Regulations for Retailers

In order to register as a Retail Partner and receive exclusivity in a region, retailers must follow the below guidelines. If a retailer is interested in becoming a Retail partner and doesn’t require exclusivity, only the ISO is relevant to receive the wholesale pricing.

Retail-Partner-ISO-Chart

Online Marketing Ambassadors/E-tailers

If an online retailer is interested in carrying inventory to sell through their site they are granted accesses to the retail partner wholesale pricing.

If an online retailer wants to represent our products, but wants us to maintain inventory and ship to their customers they are granted the Online Retailer wholesale pricing (15% off)


5. Representative, Affiliate, and/or Consultants Agreement

You promise, as any LifeFORCE employee, partner, or independent representative to always clearly and honestly represent yourself, and LifeFORCE products price, quality, performance, availability, guarantees, and return policies; make your best effort to educate consumers on products and animal healthcare and happiness; respect consumer privacy and end demonstrations promptly when requested; always provide contact information for LifeFORCE and written receipts; and follow our Core Value and all policies and procedures. The bottom line will not be your top priority.

5.1 Sales Consultant Agreement

You will be held to no minimum sales expectations but you will be expected to process orders and service the consumer in a friendly and timely manner. Support will be provided for you by LifeFORCE in the form of training, samples, catalogues, product info, and any other marketing materials that LifeFORCE deems appropriate. You will not modify or tamper with products or marketing materials in any way. You will make your best effort to take advantage of all training and educational opportunities, which may help improve customer service and, in turn, enhance the health and happiness of our animal companions.

5.2 Cancellation and/or Reinstatement of Consultant Agreement

Either you or LifeFORCE may terminate your association with LifeFORCE at any time with or without cause – Causes for termination may include but are not limited to: inactivity, inappropriate actions or any violations of our Core Value, Policies and/or Procedures.

LifeFORCE Independent Direct Sales Consultants who have remained inactive for a period of 6months or more will be terminated from the sales program and be releveled a Preferred Customer Status. Reinstatement will be subject to a $49.95 administration fee.

LifeFORCE Independent Retail Partners who have remained inactive for 6 months or more will be reinstated upon purchase of ISO. Exclusivity clauses are only in effect as long as purchases quotas are met. Reinstatement of Partner agreement is dependent on current exclusivity agreements.

Reinstatement is at the discretion of LifeFORCE.

5.3 Mentoring Referral Program

Refer and mentor a new sales consultant through their first month and receive a 5000 point bonus.

5.4 Incentive Programs

Point System is available to earn products, discounts, and cash. See Point System 3.5.
For the year August 1, 2016- July 31 2017:
1 Regional Manager will earn a getaway for 2 including hotel stay- Details to be announced
1 Direct Sales Consultant will earn a 2% cash bonus on total annual sales.
1 Retailer from each Region Category will win prize bonus-Details to be announced.
Additional Monthly and Target bonuses to be announced.


6. Privacy Policy

You, as registered customers will allow the full use of your names and photos for use by LifeFORCE as potential marketing and promotional tools. You and LifeFORCE may collect personal information from our customers in the regular course of doing business; but will not sell or share this information with 3rd parties unless it is may disclose customer information to another company. In providing our services, we may need to disclose the personal information we collect to other service providers or agents who perform various functions for us, such fulfilling orders, delivering packages, email administrative functions, processing credit card payments, and providing customer service, provided such suppliers agree to keep all personal information private, confidential and secure. LifeFORCE may also disclose your personal information to third parties who administer contests, promotions and on-line activities on our behalf.
Customer names and contact information may be shared within the LifeFORCE family in order to assist or improve customer service.

Website Policies

This Privacy Policy governs the manner in which LifeFORCE Pet Health collects, uses, maintains and discloses information collected from users (each, a “User”) of the http://www.lifeforcepet.com website (“Site”). This privacy policy applies to the Site and all products and services offered by LifeFORCE Pet Health.

Personal identification information

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, subscribe to the newsletter, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.

Non-personal identification information

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

Web browser cookies

Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use collected information

LifeFORCE Pet Health may collect and use Users personal information for the following purposes:

  • To improve customer service Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • To personalize user experience We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • To improve our Site We may use feedback you provide to improve our products and services.
  • To process payments We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
  • To run a promotion, contest, survey or other Site featureTo send Users information they agreed to receive about topics we think will be of interest to them.
  • To send periodic emailsWe may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.

Sharing your personal information

We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

Third party websites

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

Advertising

Ads appearing on our site may be delivered to Users by advertising partners, who may set cookies. These cookies allow the ad server to recognize your computer each time they send you an online advertisement to compile non personal identification information about you or others who use your computer. This information allows ad networks to, among other things, deliver targeted advertisements that they believe will be of most interest to you. This privacy policy does not cover the use of cookies by any advertisers.

Shipping

Free Shipping

Items featured on LifeFORCEPet.com that are designated as “Free Shipping, are offered with free ground shipping within Canada only. Free shipping does not apply to expedited shipping.

When an order is placed only products that are labeled Free Shipping will arrive for free. If Free Shipping products are within your cart and are ordered along with products that are not labeled Free Shipping, the shipping costs of your order will be calculated based on the remaining items in the order only.

Shipping Timeframes

Orders placed on LifeFORCEPet.com will arrive by our main shipping carrier, CANPAR. Below is our shipping timeframes for orders leaving our main location of Peterborough, Ontario. All orders placed on LifeFORCEPet.com are processed within 24 hours of purchase.

Province Number of days to ship
Alberta 4 Days
British Columbia 5 Days
Manitoba 5 Days
New Brunswick 3 Days
Newfoundland 6 Days
Nova Scotia 3 Days
NWT 6 Days
Ontario 3 Days
PEI 3 Days
Quebec 3 Days
Saskatchewan 6 Days
YT 9 Days

Please note, if you are not home upon time of delivery CANPAR will leave a note at your door or will leave the delivery at your door if you previously requested in your shipping details.

Drop Ship

Products purchased through LifeFORCEPet.com that are drop shipped, are shipped directly from the manufacturer and may take 7-10 business days to process before shipping, depending on the product. We are not able to offer expedited shipping on drop ship items at this time.

Changing or Cancelling an Order

If you have made a mistake or would like to cancel you order please contact us within 24 hours to see if there is still time to modify it. At LifeFORCEPet.com we process orders within 24 hours from when the transaction is placed. If you contact us and would like to cancel your order after it has been placed, boxed and ready to ship, you will be refunded the amount of the order less the $16 restocking fee.
• Toll free at 1.888.224.2446, Monday-Friday 9:30am-4:30pm EST
• Email at info@lifeforcepet.com

Order Status and Shipping Methods

When an order is placed on LifeFORCEPet.com you will be able to track your order though your account. You can track the status of your order by logging into your account online and navigating to the “Orders” tab on the left.
• The status of an order will change to “In Process” while we prepare your items for shipping.
• Once the order has shipped, the status will change to “Shipped” in your online account. In addition, any tracking numbers we have for the order will display in the details of that order- simply click the order number to view tracking.
• At this time you will also be sent a Shipping Confirmation Email with the tracking number attached and the link to your online account.

Please contact us within 30 days receipt of any discrepancies from your order so we can rectify the situation immediately.

International Shipping

At this time, LifeFORCEPet.com does not ship to addresses outside Canada. Please visit our website again, as this may change in the future.

Missing Product in your Shipment

Upon receiving your order if any items are missing please contact us right away so that we can send out the missing product immediately or to issue you a credit, if you prefer.
• Toll free at 1.888.224.2446, Monday-Friday 9:30am-4:30pm EST
• Email at info@lifeforcepet.com

Sales Tax

Any order placed on LifeFORCEPet.com will be charged HST Tax (13%) to orders going anywhere in Canada.

The amount you will be charged will display during the checkout page, after you enter your shipping and billing address, so that you can review all applicable charges before placing your order.

Payment methods

LifeFORCEPet.com is a secure website that accepts Visa, Mastercard and PayPal for online payments. We do not accept checks or money orders at this time.

Promo Codes

If you have opted to receive our newsletters, periodically you will receive special offers for LifeFORCEPet.com. We also have certain offers available on our homepage that you can take advantage of when shopping. Promo codes can be applied to your qualifying orders during the checkout process. Simply load your items into cart, proceed to cart, and you will see a box to enter your promo code at the bottom left portion of your screen.

Our promo codes cannot be applied to free shipping products, or Auto Ship products. Only one promo code can be applied to each order.

LifeFORCE Pet Health Rewards Program

How to Earn Points

Every dollar spent at the LifeFORCEPet.com earns one point. Points are awarded at the time of checkout, and will be posted automatically to your account with the balance viewable on your personal account page. Points can also be earned by:
• Making a Purchase
• Creating an Account
• Reviewing Products

How to Redeem Points

To redeem your LifeFORCEPet.com Reward points:
• Login to “Your Account”
• Once you have logged into your account you can start shopping on the LifeFORCEPet.com website
• When you have added all the products you wish to purchase to your cart you will then proceed to checkout.
• At the top of the checkout page there will be a “Redeem Points” field, here you can enter the amount of points you wish to redeem
• When the points are entered click on the “Apply Reward Points” button
• The points entered will then be subtracted from your points balance
• Please note you must have a minimum balance of 500 points to be able to redeem for purchase

Editing your Account

Login to “Your Account” on LifeFORCEPet.com. Once in your account click on “My Profile” to change or update your account. If you need additional help please contact us at:
• Toll free at 1.888.224.2446, Monday-Friday 9:30am-4:30pm EST
• Email at info@lifeforcepet.com

Refused Delivery

If your order is refused upon delivery and returned to us, you will be charged a restocking fee of $16 plus any return shipping charges. If your order is returned to us because of a delivery mistake in the address that was entered by you, we will have to charge you for the shipping charges (no mail box, no apartment number, relocated, P.O. Box, ext.)

Changes to this privacy policy

LifeFORCE Pet Health has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

Contacting us

If you have any questions about these Terms & Conditions and/or Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

160 Charlotte St. #202
Peterborough, ON K9H 2T8

info@lifeforcepet.com

This document was last updated on September 13th, 2016