1.  Why do I have to ‘register’ in the i-experience program to be eligible to earn
i-experience points?

You must register so we can officially approve your participation in the i-experience program.

It is essential that we capture all of your relevant information so we can properly credit you with i-experience points for your performance, contact you when necessary, and advise you of all the exciting features and benefits you can derive from your participation in the i-experience program.

2.  Who can I contact if I need help with the ‘registration’ process on the website?

You can contact the ISO Customer Service Centre for assistance at 1-866-476-4397.

3.  I did business with Piidea Canada, through my Distributor, prior to joining the i-experience program. Are these transactions eligible for points?

Participants can only earn points for transactions that take place after being “officially registered” in the program. Points cannot be earned retroactively.

1.  How do I earn points?

2.  Why are points:

a) Not redeemable for cash?

b) Not transferable?

c) Subject to verification?

d) Valid only when the Participant is ‘active’ in the program?

3.  Can I use a combination of points and credit card to buy something in the catalogue?

4.  How do I purchase these “specially-marked” education items?

5.  What if I change my mind about my purchase?

6.  If I participate in both the accessjoico and i-experience programs, and I want to “combine” my points from both programs, can I do so?

7. If I am a part of a chain, can we pool our points?

8.  Can I “top up” my points with cash?

9.  Can I share points with someone else in the program?

10.  How can I find out how many points I have?

11.  How long will it take to have my points added to my account?

12.  Will my points ever expire?

13.  Why must all discrepancies in my ‘points account’ be reported to the Customer Service Centre within 2 months?

14.  Will I receive statements about my points account?

1.  How do I earn points?   (top)

a) Points are earned after you have successfully registered in the program
b) Points earned are based on the purchases of ISO chemical products only, which include: I.color products, i.illuminate products, all crème developers and lighteners, all ISO texture products including Options, Nexture, Maintaimer and support products (Clarifying Treatment, Pre-Wrap, Fresh Rinse), i.color opener and trend promotions, i.color tools and materials including Shade selectors, Mixing Bowls, Applicator Brushes, Beakers, Tube Keys, Aprons and Capes.
c) Points are earned based on the following formula: A salon earns 5 points for every dollar ($1) of chemical products purchases, with a $300 minimum monthly purchase requirement
 

2.  Why are points:   (top)

a) Not redeemable for cash?

The i-experience program is designed to reward you for your participation, support and performance. It is our way of saying “Thank you”. It is not intended to “pay you” for your performance, therefore, the points do not have any cash value.

b) Not transferable?

Points are not transferable, simply because awarding you with points is our way of saying “Thank you” for your efforts and support in our business relationship. The program is not intended to thank anyone other than you personally, therefore, points are not transferable for this reason.

Note – there is one exception to this rule. Please see question number 3 below.

c) Subject to verification?

Points are subject to verification because periodically there may be problems uncovered regarding points, such as: discrepancies, data problems created by technical glitches, miss-assigned points, lost points, etc. that requires review and confirmation of the validity and accuracy of the points assigned.

d)    Valid only when the Participant is ‘active’ in the program?

Points are only valid when the Participant is “active” in the program.

Participants must remain “active” in the i-experience program to continue to earn and redeem points. If a participant does not meet the $300 monthly minimum purchase requirement for a period of six (6) consecutive months, then the participant will be considered “inactive”.

Participants considered “inactive”, may be removed from the program at the discretion of Piidea Canada. If removed from the program, participants will have 90 days from the receipt of the “Inactive Notification” to redeem all outstanding points. After this 90-day period, all remaining points will be reclaimed and “expired” by Piidea Canada. Once points are expired, participants cannot reclaim lost points – no exceptions.
 

3.  If I participate in both the accessjoico and i-experience programs, and I want to “combine” my points from both programs, can I do so?   (top)

A combination of money and points can be used to purchase select items in the “Education” category ONLY. These items will be specially marked.

4.  If I participate in both the accessjoico and i-experience programs, and I want to “combine” my points from both programs, can I do so?   (top)

1. Payment – Points ONLY:
If using points only to purchase, process the order as you would any other order. Your points will be deducted and your product shipped. For “event” redemptions, your points will be deducted and you will be contacted by Piidea Canada to discuss details of your purchase.

2. Payment – Credit Card ONLY:
If you want to pay for the total purchase with credit card, DO NOT use the i-Experience program. Purchases made fully with credit card should be handled with your Joico Sales Representative or Piidea directly.

3. Payment – Combination of Points and Credit Card:
If you want to use a combination of points and credit card, please follow the procedure described:

1. FIRST, contact your ISO sales representative to be sure you understand the item (if it is a product) or the terms and conditions of the event (if it is a “trip” or “class”). It is your responsibility to understand what you are purchasing. The i-Experience customer service team is NOT equipped to give you specific details on a product or event. They are only equipped to handle issues related to purchasing or to the web site itself.
2. SECOND, make sure to have your credit card in hand BEFORE you call.
3. THIRD, call the i-Experience toll-free customer service line at 1-866-476-4397 and request to make a split purchase.
4. The customer service agent will ask you how many points you want to spend and describe the total amount that will be charged to your credit card if you proceed with the transaction.
5. Once approved, you will give them your credit card number, name as it appears on the card and expiration date.
6. The customer service agent will deduct the agreed number of points and forward the remaining information to Piidea Canada who will process the agreed upon transaction and – for products – will approve the shipment or – for events – will contact you directly to follow up on details of the event.

5.  If I participate in both the accessjoico and i-experience programs, and I want to “combine” my points from both programs, can I do so?   (top)

Please order carefully. The “no-refund” policy that applies to products and merchandise also applies to education items regardless of type of payment. Points will not be reimbursed and credit cards will not be credited. For items that arrive damaged, please see our separate policy.

For any education item that is a trip or event, the “refund” policy is specific to that event. It is your responsibility to know the terms and conditions of the event before purchasing.

6.  If I participate in both the accessjoico and i-experience programs, and I want to “combine” my points from both programs, can I do so?   (top)

If a participant is registered and active in both the accessjoico and i-experience programs, and wants to combine points from both programs, points can be combined by following this process:
a)    First, you must make this request via email, identifying your participation in both programs, and request the points from one (1) program be “transferred” to the other program
b)    Once we receive this request, we will “debit” the points from the account you have requested, and then “credit” them to the other account you specify
c)    Once the points are combined, you can then redeem from that account
d)    To request to combine your points, please send your request to the following email address: admin@accessjoico.ca, or admin@i-experience.ca. You must include the following information: name, phone number, number of points in each account, your request to “transfer” points from one account (accessjoico, i-experience) to the other account (accessjoico, i-experience).

7. If I am a part of a chain, can we pool our points?   (top)

Chain accounts with multiple locations must submit one (1) registration PER SALON LOCATION. If a single location wants to pool point values, please follow the process stipulated for combining points, identified in Frequently Asked Question # 3 on this page. Please ensure you follow this step-by-step process very carefully

8.  Can I “top up” my points with cash?   (top)

Points are designed to reward you for your efforts and performance. They are not intended to act like cash, therefore, points cannot be “topped up” with cash.

9.  How can I find out how many points I have?   (top)

You can determine your points 24/7 by simply visiting your account at the following website: www.i-experience.ca.

10. Can I share points with someone else in the program?   (top)

Points are awarded based on your personal efforts and performance, therefore, they are assigned only for your use. Accordingly, they cannot be transferred nor shared with anyone else.

11.  How long will it take to have my points added to my account?   (top)

It will take approximately fifteen (15) business days after month-end in which your points were earned to have them added to your account. First, they have to be tabulated, then verified, before adding to your account.

12.  Will my points ever expire?   (top)

There are two ways in which points may expire.

1. Participants must remain “active” in the i-experience program to continue to earn and redeem points. If a participant does not meet the $300 monthly minimum purchase requirement for a period of six (6) consecutive months, then the participant will be considered “inactive”.
   
   Participants considered “inactive” may be removed from the program at the discretion of Piidea Canada. If removed from the program, participants will have 90 days from the receipt of the “Inactive Notification” to redeem all outstanding points. After this 90-day period, all remaining points will be reclaimed and “expired” by Piidea Canada. Once points are expired, participants cannot reclaim lost points – no exceptions.
   
    
2. All points earned in the i-experience program are subject to a rolling 18-month expiration policy, meaning that points earned in Month 1 will expire in Month 19 if they have not been used. For example:

If a salon earned 6,000 points in May 2009 at the start of the program…
•          If they spend at least 6,000 points before November 2010, there will be no change to the salon account
•          If they spend no points before November 2010, the 6,000 points will be deducted from their account
•          If they spend only 2,000 points before November 2010, only 4000 points will be deducted from their account
 

13.  Why must all discrepancies in my ‘points account’ be reported to the Customer Service Centre within 2 months?   (top)

If you determine that there is anything about your account that you do not agree with, we need your guidance to advise us, so we can take prompt action to respond and rectify, where applicable. The 2-month time limit is designed to help us help you, as quickly as possible, to rectify any problems promptly and properly.
Contact the Customer Service Centre at 1-866-476-4397.

14.  Will I receive statements about my points account?   (top)

Yes, you will receive your personal Statement every two (2) months via email.
You can also review your points account online 24/7 by visiting the website at www.i-experience.ca.

1.  How can I find out about what rewards are offered in the program?

2.  How do I redeem my points for rewards?

3.  Will I be notified if my reward is not available?

4.  If I order a reward and change my mind after it is delivered, can I return it?

5.  If I receive a reward and it is damaged or defective, what is the procedure to return/replace it?

6.  What do I do if I receive the wrong item?

7.  Where can my reward be shipped?

8.  Are the rewards I redeem considered taxable benefits?

1.  How can I find out about what rewards are offered in the program?   (top)

You can review the rewards that are offered by going to the website at
www.i-experience.ca. Go into the Catalogue section of the website to review what is available.

2.  How do I redeem my points for rewards?   (top)

Simply go into the Catalogue section of the website (www.i-experience.ca), select what you qualify for (make sure you have sufficient points), add to the “shopping cart”, send, and then we look after everything else. Your reward(s) will be delivered directly to the address you specify.

3.  Will I be notified if my reward is not available?   (top)

You will be contacted if your reward(s) selection is not available. You will then have the option of waiting until your selection is available (assuming it is out-of-stock, and will eventually become available), or changing your order to select an alternative reward, or canceling your order so you can use your points at another time.

4.  If I order a reward and change my mind after it is delivered, can I return it?   (top)

Please order carefully, because you cannot return your reward once it has been delivered. Once it has been delivered and the package opened, it is considered a “used item”, therefore, manufacturers will normally not allow it to be returned.

On rare occasions, manufacturers may allow returns, however, because the reward has been opened and is now considered “used”, there can be a significant “re-stocking fee” of 40% to 50% of the value of the reward/points. In these situations, the re-stocking fee is charged to the participant who ordered the reward. This is why it is very important to order carefully.

5.  If I receive a reward and it is damaged or defective, what is the procedure to return/replace it?   (top)

When you receive your package, we ask that you examine it closely before opening the factory sealed product packaging.

If the reward is damaged or defective upon receipt, please contact the Customer Service Centre at 1-866-476-4397 for instructions regarding how to return your reward. Important! Returns must be “authorized” first, before returning – no exceptions.

Authorized returns must be sent in their original condition, which means you must return in the original packaging, with all warranty information, operating/usage instructions, manuals and all other items or accessories provided by the manufacturer.

6.  What do I do if I receive the wrong item?

If the wrong item was shipped, please let us know by phoning the Customer Service Centre at 1-866-476-4397 for instructions regarding how to return the item. You will then be shipped the correct item.

7.  Where can my reward be shipped?   (top)

Rewards can only be delivered to an address in Canada. Rewards will be delivered by courier and will require a signature to confirm receipt – a signature is mandatory for delivery. Therefore, when ordering please provide a delivery address where a signature can be provided. Please note – rewards cannot be delivered to a Post Office Box or Rural Route address.

8.  Are the rewards I redeem considered taxable benefits?   (top)

Rewards that are earned through the i-experience program may be considered to be a form of ‘income’, according to the Canada Revenue Agency. Therefore, if considered to be income, they are considered a taxable benefit. Any personal federal and/or provincial income tax liability arising from the receipt of rewards is the responsibility of the participant. You may wish to check with your accountant regarding tax implications.

1.  How do I find out about special offers or promotions offered through the program?

We encourage you to visit the www.i-experience.ca website on a regular basis, to check for exciting new rewards, special promotions, special offers, etc.  Note! Please make sure to update your email address and contact information if anything changes, to ensure you receive news about these exciting offers as they occur.

2.  Where and how do I change my address, email and contact information?

You can change your address, email and contact information online by visiting www.i-experience.ca. Open your account and click on the "My Account" link at the top of the page, and then complete the changes.

3.  What do I need to do, if I forget my password?

At the login screen, click on the link "Forgot my Password". You will be prompted to enter your unique UserID and the system will send you your password to the email address specified in your contact information. Note – your UserID is your email address.

4.  I have opened a separate salon location, therefore, do I need to register for both locations?

The program recognizes one account per salon customer, therefore a separate location would require a separate account.

5.  Does the program have a privacy policy?

Yes, the i-experience program has strict privacy guidelines and restrictions. Your involvement in the program will remain confidential, which means your contact information will never be divulged by Piidea Canada or Performance Above All to any other company.

Customer Service Hours of Operation:

Monday – Friday
9:00 a.m. EST to 5:00 p.m. EST

Phone Toll-Free:

1-866-ISO-I-EXP
(1-866-476-4397)