Frequently Asked Questions

We are here to address any questions you may have:

How do I get to the Malaysia International Trade and Exhibition Centre (MITEC)?

MITEC address is:

Kompleks MITEC @ KL Metropolis, 8, Jalan Dutamas 2, Segambut, 50480 Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

For public transportation to MITEC via bus or taxi, visit this link:

https://mitec.com.my/facilities/

Airport transportation options:

  • Taxi/GrabCar

Getting to MITEC

  1. Personal Cars:
    1. Carpooling is encouraged!
    2. Parking at MITEC is limited; you may need to park further away and walk.
    3. Traffic Marshals will guide you to alternative parking if MITEC’s lot is full.
    4. Allow 20-30 minutes extra to park and enter MITEC, beyond your commute.
  2. E-hailing Services (e.g. Grab Cars):
    1. Carpooling with other attendees is recommended.
    2. Follow the traffic marshal’s directions to the closest entrance.
    3. Plan for an additional 20-30 minutes to enter MITEC.
  3. Private Bus (Personally Hired Coaches):
    1. All buses should head to the south entrance for drop-offs.
    2. No parking is available at MITEC for buses; drivers must find alternative parking.
    3. Allow 20-30 minutes extra for entry to MITEC, on top of your commute.

Reminder: No outside food or beverages are allowed in MITEC, except for USANA products.

Can I park near MITEC?

MITEC has limited parking, so public transportation e.g. GrabCar, Taxi, MRT, KTM are strongly encouraged.

Is Wi-Fi available at Convention?

Yes. Free Wi-Fi is provided for all USANA guests. Please connect to the MITEC Public Wi-Fi once onsite.

Where can I get food at MITEC?

An array of food trucks will be open the following days and times in Hall 6 (Level 2). Please check the floor plan for location.  

  • Thursday, 18 April—10:00 a.m.–6:00 p.m.
  • Friday, 19 April—11:00 a.m.–7:00 p.m.
  • Saturday, 20 April—11:30 a.m.– 3:30 p.m.

Is there luggage storage at MITEC?

Due to limited space in the general session, luggage cannot be stored in seating areas. Designated luggage storage is located in the back of the General Session. This area is unattended and USANA does not assume responsibility for any lost or stolen luggage. Use at your own risk.

Where is lost and found located?

The lost and found is located at the Information Booth in the main hallway (Level 1).

Where is the first aid station located?

A first aid medical station is located on Level 1 outside Hall 4 near the South Entrance.

Are simultaneous translation services available?

Yes. Simultaneous translation is available in Mandarin, Korean, Thai, Bahasa Indonesia, and English. Pick up your radio headset at registration in Hall 5 (Level 2).

After receiving your translation radio at registration, first install the radio battery. Then dial in your desired language channel below. Remember to turn your radio off at the end of the day so you’re ready to go for the next session! If you have any questions, please go to the Information Booth in the main hallway (Level 1).

Events and locations with translations provided:

  • General Session—Hall 9–11 (Level 3)
  • USANA Talks—Hall 7–8 (Level 2)
  • New Products Workshop—Hall 7–8 (Level 2)
  • Market Meetings—Hall 7–8 (Level 2)
  • Share the Vision Reception—Ballroom (Level 3)

Language (Channel)

  • Mandarin (77)
  • Korean (76)
  • English (78)
  • Indonesian (72.1)
  • Thai (74.7)

What should I do if my translation headset doesn’t work?

If you experience difficulties with your headset, please visit the Information Booth in the main hallway (Level 1). Additional batteries can be found outside of Hall 10 (Level 3) during General Session at no additional charge.

Where can I go for registration assistance or questions?

Visit the Registration customer care booth in Hall 5 (Level 2).

What time is registration open each day?

  • Wednesday, 17 April—4:00–8:00 p.m. 
  • Thursday, 18 April—7:30 a.m.–8:00 p.m.
  • Friday, 19 April—8:00 a.m.–7:00 p.m.
  • Saturday, 20 April—9:00 a.m.–4:00 p.m.

Can I register for the event onsite?

Yes, if tickets are still available. You can register onsite at the Registration customer care booth in Hall 5 (Level 2). The onsite event ticket price is US $345.

Can I register for future events at APC?

No. Future event registration is not available.

What is the policy for bringing children?

APC is a business meeting with a focus on networking, training, and motivation. We want to minimise distractions and disturbances for all attendees. Children under the age of 16 will not be issued an ID Badge, but are allowed into the general sessions, workshops, all common areas, and most activities. Should a child become disruptive or distracting in any way during a session, USANA Talks, or activity, the parent/guardian and child are asked to leave the area immediately. Children are not to be left unsupervised in any Convention area for any reason at any time.

Those 16 and older are required to purchase a ticket, obtain an ID Badge, and are allowed in all Convention areas. We do not solicit personal information from or market to persons under the age of 18.

 

Question: Is it necessary to have an assigned name on the ticket in order to make a purchase?

Answer: Yes. To take part in the pre-sale, a ticket must be assigned a name by 1 March. Take a sneak peek at the new product packs and logo gear here. 

 

Question: Is it possible to reach the Convention shopping page from The Hub?

Answer: Once you log in to The Hub, a yellow bar will appear at the top of the shop page. When APC shopping is available, just click on the bar to switch to Convention shopping mode.

 

Question: What should I do if the yellow bar is not visible on my shopping page?

Answer: The yellow bar will be visible exclusively during the pre-sale period from Monday, 12 March, 9:00 a.m. MYT to 25 March, 11:59 p.m. MYT. If you are registered for APC 2024 and cannot see it, please reach out to your market customer service for assistance.

 

Question: How can I confirm my order?

Answer: A confirmation email will be sent to the email linked to your Hub account right after the purchase, and a copy will be stored in your Hub account.

 

Question: Is it possible to save my order on the checkout page and complete it at a later time?

Answer: No. Items added to the shopping cart are not reserved, and their availability in inventory cannot be guaranteed.

 

Question: When will my order be ready for pickup?

Answer: You can collect your order(s) at the event during the following times: 

  • Wednesday, 17 April, 4:00–9:00 p.m. 
  • Thursday, 18 April, 9:00 a.m.–6:00 p.m. 
  • Friday, 19 April, 9:00 a.m.–7:00 p.m. 
  • Saturday, 20 April, 9:00 a.m.–3:00 p.m.

The schedule is subject to change. Refer to the USANA Live App for the most recent updates on the schedule.

 

Question: Can I cancel or exchange an item from my Pre-Sales order?

Answer:  All cancellation and exchanges will be conducted at the event. Please proceed to the Customer Care counter at Fulfillment in Hall (Level 1) and they can assist you. Please note, if you wish to exchange an item, we cannot guarantee all exchanges as they will be based on current product availability.

 

Questions: What if I placed the wrong item in my Pre-Sale Order?

Answer:  All corrections to your order will be conducted at the event. Please proceed to the Customer Care counter at fulfillment in Hall  (Level 1) and they will assist you. However, if you wish to add a new item, please place a new order during the Pre-Sale period between March 12th – March 25th.

 

Question: Can I cancel or exchange an Onsite order?

Answer:  Yes. Please proceed to the Customer Care counter at Fulfillment in Hall 1 (Level 1) and they can assist you. Please note, if you wish to exchange an item, we cannot guarantee all exchanges as they will be based on current product availability.

 

Questions: What if I made an error in my pre-sales volume placement?

Answer: Contact your local Customer Service team to make the correction. 

 

Question: What if I do not pick up my order by the end of the Convention?

Answer: Any orders not picked up at this point will be cancelled and refunded.

 

Question: In case I am unable to locate a product or pack on the APC 2024 shop page, what should I do?

Answer: If you can’t find an item or set mentioned in the digital look book on the website, it indicates that the product is no longer available.

 

Question: Are there any restrictions on SVP or limits on product packs or logo gear?

Answer: Currently, there are no limits on product packs or logo gear.

 

Question: Are APC 2024 guests able to purchase products?

Answer: No, only Distributors with Distributor IDs will be permitted to purchase products. Guests can work with their Distributor teammates to purchase during pre-sale or onsite.

 

Question: During the pre-sale period, is it possible to order through my market customer service?

Answer: No. All orders must be processed through The Hub.

 

Question: Can Distributors outside of the AP markets purchase during the pre-sale or onsite?

Answer: Before the event, AE and BabyCare Distributors must coordinate with their upline/downline to buy products, as they cannot make purchases through The Hub. During the event, AE and BabyCare Distributors can buy inventory on-site at the customer care counter of fulfillment (Level 1-Hall 1).

 

Question: When will my SVP be processed for pre-sale purchases and onsite purchases? 

Answer: All purchases will be processed in the commission week according to the order date.

 

Question: Can someone pick up an order on my behalf? 

Answer: If you are unable to pick up your order at APC 2024, you can designate an onsite team member to pick it up for you by providing them an email giving your permission to retrieve your order. They will also need to provide your confirmation email. 

 

Question: What do I do if I don’t receive a confirmation email?

Answer: Contact your market customer service team to have the confirmation email resent, or log in to The Hub to find your order confirmation. 

 

Question: If I’m unable to log in to the USANA Live app to order, what should I do?

Answer: Contact your market customer service team and they can resend you your app login credentials.

 

Question: If I’m unable to log in to The Hub shop page to order, what should I do?

Answer: Contact your market customer service team.

 

Question: If I did not purchase Convention products during the pre-sale period, is it possible to purchase them at the Convention?

Answer: Unsold items will be available for purchase onsite during the event, but we cannot guarantee the availability of any items. 

 

Question: Is there a tax refund available?

Answer: No, as there is no added tax on goods in Malaysia.

 

Question: What purchase payment options are available?

Answer: Any credit card on file in your USANA Hub account can be used for payment. To ensure orders are completed on time and before product sells out, we do not recommend making payment through 2C2P.

 

For any purchasing-related inquiries that we missed, please reach out to your local customer service teams.

 

 

 

 

Shopping Guide

We recognise that the early access digital shopping process is new to you. To help, we have provided detailed instructions on how to buy products during the sale. The purchasing process will be similar to your usual product ordering, with the only difference being that you will collect your order in person at APC 2024.

Check out the shopping guide here.