
FREQUENTLY ASKED QUESTIONS

Preferred Customer Digital Kit
The Preferred Customer Digital Kit contains:
Sunrider Business
How can I learn more about the Sunrider opportunity?
Please fill out the Contact Us form and a Business Service Representative will be happy to share the opportunity with you.
What are the differences between a Retail Customer, a Preferred Customer, and an IBO (Independent Business Owner)?
Become a Sunrider Retail Customer for free
Buy Sunrider® products directly from Sunrider and enjoy online shopping access 24/7 at Retail Price.
Upgrade your status to Sunrider Preferred Customer by agreeing to the terms and paying a $25 enrollment fee, which becomes due and payable annually on the anniversary date.
Enjoy a 5% discount off Retail Prices on every purchase Enjoy a 10% discount on Autoship orders exceeding $130. Earn free promotional items and other benefits throughout the year of enrollment As a Preferred Customer, you need to purchase at least 200 PPV (Personally Purchased Volume) worth of products during the year to renew your membership
In addition to these benefits, you can also earn points as follows: Accumulate Sunrider Points automatically as you shop Once you have enough points, you can redeem them for Sunrider® products. Progressive point system rewards loyalty Shop, Earn, Redeem!
A Sunrider IBO is someone who wants to build a Sunrider business and participate in Sunrider’s Infinity Compensation Plan and automatically enjoy the15% discount off of Retail Prices.
Become a Sunrider Independent Business Owner. Join online.
If I am a Retail Customer or a Preferred Customer, how can I upgrade to an IBO?
To become a Sunrider IBO, click “Join Us” and follow the instructions.
Can I join as an IBO just to get the best discount?
No, you should only join as an IBO if you are excited about the business opportunity and want to earn an income by selling and sharing Sunrider with others. You can also join as a Preferred Customer and enjoy a 5–10% discount off Retail Prices.
I'm having trouble logging into my account.
If you're having trouble logging in or your password isn't working, you can reset your password by clicking here. If you continue to experience issues, please contact our customer service team at 604.464.5018 from 8:30am PT to 5pm PT, M-F .
Orders & Shipping
What if I need to make changes to my shipping address or cancel/modify my order?
If you need to change the shipping address, cancel, or modify your online order before it is paid for (completed), you can update the information during the online checkout process on the shopping cart page, shipping page, and final payment page. However, if your order is already completed, please call our Customer Services Dept within 15 minutes of completing your order, at 604.464.5018 from 8:30am to 5pm PT, M-F, so our staff can check to see whether your order can be stopped in time, to fulfill your request.
How are the shipping costs determined? What is the delivery time for my order?
Shipping Rates: Fixed rates apply based on your province or territory. (See price list for details.)
Shipping Methods:
Canada Post – Delivery times vary from a few days to a few weeks depending on your location and the time of year.
UPS (Air Service) – A faster shipping option, with delivery as soon as the next business day or within a few days, depending on your location and the time of year.
Additional Shipping Information:
Orders to PO Boxes can only be shipped via Canada Post.
If shipping to a business address, please include the company name along with the recipient’s name to ensure a successful delivery.
Processing & Shipping Schedule: Sunrider does not process or ship orders on weekends, holidays, or during inventory periods.
Warehouse Location: All orders ship from Port Coquitlam, BC, Canada.
Same-Day Shipping: Orders paid before 2 PM PT will be shipped the same day.
Do you offer free shipping?
Sunrider generally does not offer free shipping unless there is a special promotion. If we currently have a special free shipping promotion, you can find the details and requirements below. Although Sunrider does not continuously offer free shipping, we do run “Free Shipping” promotions throughout the year, which will be sent out via email and text message to those who have subscribed to our emails and/or enrolled in our Text Notifications. Such promotions will require a minimum product subtotal purchase, may be limited to one free shipping offer per promotion, and may also require the member to enter a "Promo Code” on the final shopping page, prior to choosing/entering your payment, prior to clicking the “Confirm and Place Order” tab.
Are there any discount codes available? How can I apply my promo code or access special offers?
For information on discount codes, promo code usage, and special offers, please refer to the details provided in the media where you received the code, such as email, webpage, or online event. You can apply the code during the checkout process under the payment steps
What is Subscription?
Subscription is a recurring order that is shipped to you monthly on the date of your choice. IBOs, Preferred Customers, and Retail Customers can choose to have Subscription monthly, bi-monthly, and quarterly. Our Subscription Program offers exclusive benefits to our Preferred Customers, such as an additional 5% discount (10% total discount off Retail) when your monthly Subscription Order product value is at least $130 before applicable sales tax . Additional discount is only valid on monthly and bi-monthly subscriptions.
How do I register for monthly Subscription product ordering?
Existing Sunrider Customers and IBOs can choose to enroll in our Monthly, bi-monthly, and quarterly Online Subscription Ordering Program when shopping on Sunrider’s website. This provision is not available for phone orders.
If I am a Retail Customer, a Preferred Customer, or an IBO, how can I buy Sunrider® products?
You may purchase Sunrider® products directly by phone, mail, and from Sunrider's website.
Phone To place an order, call the order line at (604) 464-8302, Monday through Friday, between 8:30 am and 5:00 pm, PT.
Mail Send your order form with payment by credit card in your name, personal check, bank draft (IBO only) or money order payable to Sunrider International Canada. Please include your name, shipping address, telephone number, ID number, and method of shipping, to: Order Department Sunrider International CANADA 1438 Broadway Street Port Coquitlam B.C. V3C 5W2
To qualify for a given month, mail orders must be received by Sunrider no later than the last day of the given month.
Shop Online You can purchase from our website and choose regular or express shopping. You may only purchase products from the country you reside and are registered in.
Am I required to “Join” Sunrider in order to purchase your products?
Yes, to enjoy the convenience of buying company-direct from our full inventory of products you will need to to join as a Retail Customer.
Where can I find a local Sunrider Independent Business Owner to buy from locally?
Please contact a Sunrider Business Service Representative by emailing: infocanada@sunrider.ca
Which shipping options do you offer?
Our standard carrier is Purolator and Canada Post.
What are Sunrider’s business hours and contact information?
Hours of operation: Order Department (604) 464-8302 is open Monday–Friday: 8:30 am to 5:00 pm PT, Business Center/Will Call Store: Monday–Friday: 8:30am to 5:00 pm PT, and our Business Services Department: (604) 464-5018 is open Monday–Friday: 8:30am to 5:00 pm PT.
What payment cards can be used to pay for Sunrider orders?
Domestic credit and debit cards only: Visa, MasterCard.
How do I register my Sunrider Gift Card before I place an order?
Sunrider Gift Card Activation steps: Log in to your Shop Online page and Click on “Your Account.” Click on “Register Gift Card.” Enter the 16-digit gift card number (no dashes). Enter the 8-digit PIN. Click “Apply.” You will notice the dollar amount change under “Current Gift Card Balance.”
Can I ship Sunrider® products out of the Canada and its territories?
No, Sunrider Canada only ships within Canada and its territories.
What is Sunrider’s Product Return Policy and Procedure?
14-Day Return Policy: Customers may return products to Sunrider for reimbursement if they send the products, original packing materials, and shipping invoice to Sunrider within 14 days of the receipt. Prior to the return of any products, Customers must first contact the Sunrider Business Service Department informing them of the return and the reason. A note must then be included with the return; the note must include your ID number, invoice number, and reason of the return. If the return is due to shipping discrepancy or product damage, Sunrider has the option, at its sole discretion, to provide a refund or replace the product(s). Failure to submit a request for reimbursement within 14 days of receipt might result in denial of a claim.
Returns should be sent by common carrier. Sunrider will reimburse the Customer for the purchase price of the products minus any applicable processing fees and/or research fees. Postage for returns will not be refunded.
Sunrider cannot be held responsible for product return information that is illegible, incomplete, or incorrect. If such a return is processed, the Customer will be charged a $25 per hour research fee, with a minimum of $25.
If a product is not damaged or defective, but is returned due to Customer dissatisfaction, Sunrider will not process a future order by the Customer for the same product.
A complete street address with a current phone number is necessary to ensure prompt delivery of product shipments. Sunrider will assess a 10% processing fee for all undeliverable or refused shipments. Sunrider will make every effort to ensure prompt delivery but cannot be held responsible for delayed shipments. Members must confirm 1) that the product received matches the product listed on the shipping invoice, and 2) that the product is not damaged.
For shipping inquiries or lost orders please contact the Sunrider Business Service Department at (604) 464-5018 or via email at infocanada@sunrider.ca.
Damaged/Defective Product Return Policy Damaged or defective products must be returned within 14 days of receipt. Failure to comply with the 14-day requirement will result in denial of the claim. When returning damaged or defective products to Sunrider, the Retail Customer, Preferred Customer, or IBO making the return must include the Shipping Discrepancy or Damage Claim Form, packing materials, copies of shipping documents, and a copy of the invoice. The person making the return may request either replacement of the same products or a product credit.
60-Day Return Policy Retail Customers, Preferred Customers, and IBOs must submit product returns for non-damaged and unopened products within 60 days of original purchase from Sunrider for reasons other than damaged or defective products. Sunrider is under no obligation to process a return or provide a refund for any product returned after this 60-day period.
Sunrider will reimburse the Retail Customers, Preferred Customers, and IBOs for the purchase price of the products minus any applicable processing and research fees.
Any bonuses paid to IBOs based on the original purchase of returned products will be deducted from the reimbursed amount. Sunrider has sole discretion to subject IBOs to monetary, CV, and QV deductions on returned products. Upline IBOs may be subject to monetary, CV, and QV deductions based on bonuses previously paid by Sunrider on the returned purchases.
Extra Product Returns: In the event that Sunrider inadvertently ships products that were not included in a product order, Retail Customers, Preferred Customers, and IBOs who choose to keep the extra products must provide full payment for the extra products to Sunrider. Those who choose not to keep the extra products should return them as soon as possible to Sunrider with a completed Shipping Discrepancy or Damage Claim Form and a copy of the invoice.
Products Information
Where can I find more detailed product explanations than what I see on the Shop Online page and in the product catalog?
Our "Product Fact Sheets" provide in-depth information on most of our products. You must be a Retail Customer, Preferred Customer, or IBO to access this information.
What are Sunrider's most popular products?
Our most popular products include Calli®, NuPlus®, Quinary®, Fortune Delight®, SunCarePlus™, SunBreeze® Oil, Smart Gummy™, SunTrim® Plus, SunBar®, VitaShake®, Alpha 20C®, Evergreen®, VitaDophilus®, Conco®, Veros®, Bella®, Oi-Lin® Eye Cream, Dr. Chen® Youth Masque, Dr. Chen® Youth Emulsion, SunSmile® Fruit & Vegetable Rinse, SunSmile® Herbal Toothpaste, and many others.
Why are some products out of stock?
Unfortunately, some products sell out quickly and others take longer to produce. Please check back here periodically for availability. If you would like further details, please contact our Customer Service Dept at 604.464.5018 or email them at infocanada@sunrider.ca, 8:30am to 5pm PT, M-F.
When will a product be back in stock?
We apologize this item is not currently in stock, so please check back with us here again soon. If you would like one of our Product Experts to help you determine if a comparable substitute product is in stock, please call our Customer Service Dept at 604.464.5018 or email them at infocanada@sunrider.com, 8:30am to 5pm PT, M-F.
Where are Sunrider® products made?
Sunrider® products are manufactured at our privately owned and operated Los Angeles Manufacturing Plant, in Southern California (near our World Headquarters in the City of Torrance). We control all product development, R & D, quality control, product formulation and manufacturing, and final packaging—all in-house! We've been doing it this way for nearly 40 years—long before other companies began trying to play catch-up. We also manufacture in China and Singapore, which supply products to Sunrider consumers in other Sunrider countries and regions outside of the USA.
If I take Sunrider® herbal products, can I stop taking my medication?
No! You should continue taking your medication and inform your doctor you are consuming Sunrider® herbal products. You should only stop taking your medication when your doctor advises you to do so. Sunrider® herbal products are intended to nourish the body and improve overall health, not to treat or cure specific diseases or to replace medication.
Are Sunrider® products safe?
Yes! If you can eat normal meals, you also can consume Sunrider® products.* Many herbal products on the market are ineffective and some may even be dangerous. However, Sunrider's products are safe, superior, and effective because of very important differences, such as:
Formulation and Owners' Expertise: Experts in herbal nutrition and medicine, Drs. Tei-Fu and Oi-Lin Chen personally formulate Sunrider's exclusive products. Sunrider uses only the finest herbs that have been proven to be safe and effective for centuries of use in traditional Chinese herbal medicine. This is why Sunrider does not manufacture unhealthy or "fad" products. Thorough Research: Sunrider's formulations are the result of thorough research in our state-of-the-art labs. This ensures the safety and efficacy of each product. Extraction and Concentration: Rather than simply grinding the herbs and packaging them, Sunrider maximizes the effectiveness of the herbs and retains essential elements and ingredients through its trade-secret extraction and concentration process. Quality Control & Self-Manufacturing: Sunrider guarantees stringent quality control and the safety of its products by manufacturing them its own state-of-the-art facilities. Other companies often use subcontractors and cannot supervise the quality-control procedures used to manufacture their products. Once you try our products, you'll discover that Sunrider® herbal foods and dietary supplements are simply the best for your body.
If you are under a doctor's supervision, please consult your doctor before beginning a new food program.
Why are there warnings on some product labels?
The materials contained on this website are for informational purposes only. The information should not be considered legal advice and is not intended to create an attorney-client relationship. This website contains general information and is not a substitute for legal advice from a qualified attorney licensed in the appropriate jurisdiction.
Occasionally Sunrider IBOs ask why some of our labels and marketing literature contain warnings such as those found on our SPF products. They feel that because our products are safe there is no need for warnings and are worried that warnings might even hurt sales. While it is true that our products are safe and manufactured according to our strict quality control standards, federal law sometimes requires certain products sold in Canada to carry very specific warning statements.
For instance, all products that contain a sun protection factor (SPF) are classified as Natural Health Products by Health Canada and are required to carry a Natural Product Number (NPN) and a warning on the label that includes a statement that the product is for external use only, should be kept out of the reach of children, and to discontinue use of the product if irritation or a rash appears. Therefore, because products such as Oi-Lin® Natural Emulsion contain an SPF of 30, Sunrider complies with the law by carrying the required NPN and warning on the label.
Even some herbal products require a warning if certain ingredients are in the product. Canada law requires a very specific statement regarding Natural Health Products even if there has never been a complaint about a particular product.
Sunrider strives to make the very best products in compliance with all state and federal laws. Therefore, any warnings appearing on our product labels or in our literature should be viewed with confidence because it demonstrates Sunrider's concern for the safety and well-being of our IBOs.
Are Sunrider® products organic?
Although our products are source from and chemical- and pesticide-free, our exclusive formulas are proprietary in how they are made (cannot be copied), and as you can understand, we wish to protect our trade secrets that Dr. Chen has worked so hard to develop. Unfortunately, the USDA requires that all companies (seeking organic certification) provide the USDA with not only a complete list of ingredients, but they also require that all of their respective “trade secret formula” information be disclosed to them as well, which can eventually be made public. Revealing such information is unappealing to many companies who sell more than single food/herb items, which is why it is common to find organic options for such basic products such as ketchup and mustard, yet not so common when it comes to combination herbal formulations. Because Dr. Chen highly values the exclusivity of our amazing Sunrider® products, we are thus not seeking organic certification at this time.
Are Sunrider® products gluten-free?
We certainly realize that gluten in food is a very serious concern for a growing number of people today. And although gluten is naturally occurring in some grains such as wheat, oats, and barley, you'll be glad to know that relatively few Sunrider® foods contain any grains (a few products that do contain wheat, barley or oats are: SunBars and VitaShake® Strawberry). However, some of our products that do not contain any such grains are: Fortune Delight®, Calli®, NuPlus®, and VitaShake® Cocoa. Generally, we do not test for gluten in Sunrider® products. However, any product that contains one or more grains, will have the information clearly printed in the ingredients on the "Supplement Facts" panel of the label on the product packaging (box, bottle, etc), and such products should be avoided by those with celiac disease or gluten intolerance.
Are Sunrider® products halal?
Yes, we proudly display the halal-certified logo on our packaging. To view a complete listing of our halal-certified products, please visit the Halal Product Directory on the IFANCA website and find Sunrider International.
Are Sunrider® products kosher certified?
Kosher-Certified Products: Sunrider understands that kosher-certified products are important to many of its IBOs and consumers. Therefore, many of the products manufactured by Sunrider Manufacturing, L.P. are certified kosher by Star-K, one of the most respected kosher-certification agencies in the world. Sunrider® products that are certified by Star-K are also certified by the Chief Rabbinate of Israel, which is the supreme Jewish religious governing body in the state of Israel, controlling many aspects of life, including kosher certification.
Sunrider® Products Certified by Star-K: Star-K Certification documents, which include complete listings of kosher-certified Sunrider® products, can be viewed here (PDF 1&2).
Kosher Criteria & Sunrider Quality: The barometer of Kosher and non-Kosher depends primarily on two variables: the source of the ingredients and the status of the production equipment. Kosher certification, which is the guarantee that the food meets kosher requirements, revolves around these two criteria. Sunrider self-manufactures its products in state-of-the-art facilities, with the highest quality control and carefully formulates all of its products. These factors contribute to achieving kosher certification and to the uncompromised quality of all Sunrider® products.
Questions or Comments about Kosher Certification: If you have any questions or comments about kosher certification, please view the Star-K contact list here.