PURSUE 2020 | doTERRA Global Connection FAQ

Tickets and Registration FAQ

What tickets from convention 2020 were refunded?
The registration fees for the following tickets were refunded:

  • Empowered Success training (this is now included in the Connection ticket packages)
  • Campus tour (this will be part of the new virtual ticket)
  • Yoga
  • Recognition gala

What are the ticket packages for Pursue 2020 | doTERRA Global Connection?
There are two ticket types available for the event. The ticket options and prices are:

  • Connection Access + SWAG Box—$60
  • Connection Access Only—$25 (early bird price through July 31)

Additionally, you can register to be part of an exciting 2020 doTERRA Healing Hands Foundation® 10-year anniversary activity.

  • doTERRA Healing Hands Foundation Activity—$10

Can I cancel my ticket?
You can cancel your ticket for a full refund through June 30, 2020. After that date, cancellation fees will apply. If you’d like to cancel your ticket, please email convention@doterra.com. See below for cancellation fee information and dates.

  • July 1–July 31: Connection Access Only—$10 Cancellation Fee
  • July 1–July 31: Connection Access + SWAG Box—$20 Cancellation Fee

No refunds for Pursue 2020 tickets will be issued after July 31.

Can I transfer my ticket?
Due to the nature of a virtual event, ticket transfers will not be offered. If you’d like to cancel your ticket, please email convention@doterra.com.

When does registration close?
Ticket registration will close on September 4, 2020.

Will there be a virtual marketplace?
Yes! Along with everything else you love about convention, the doTERRA Marketplace will be available online.

Can I go back and rewatch the presentations?
Yes! You will be able to review the sessions from Pursue Connection as many times as you’d like!

What if I purchased a campus tour ticket?
Current ticket holders for the doTERRA campus tour will be refunded the ticket amount on June 3, 2020. A virtual campus tour is included with all Connection Access tickets.

What if I purchased an Empowered Success training ticket?
Current ticket holders for the Empowered Success will be refunded the ticket amount on June 3, 2020. A virtual Empowered Success training is included with all Connection Access tickets.

Will the presentations be available in different languages?
We’ll provide closed captioning in Spanish, French, Chinese, and English. Please check back for information on additional language translations, which may be announced at a later time.


What comes in the Pursue 2020 SWAG Box?
The box contains:

  • Exclusive doTERRA 10 mL essential oil blend
  • Backpack
  • Notebook
  • Pen
  • Travel supplement case
  • Booklet

When will my Pursue 2020 SWAG Box be delivered?
All SWAG Boxes purchased before August 15 will be shipped between August 20–25 and should be delivered by September 4. Orders placed after August 15 will ship on or before August 30—while supplies last.

Will I receive a tracking number?
Every order will have a tracking number assigned to it. After your order has shipped, you’ll be able to find your tracking number on your Connection Dashboard via Rainfocus.

My ticket was converted from an in-person Convention ticket to a Connection Access + SWAG Box ticket package. How do I submit my address, and what’s the deadline for doing so?
An email with instructions on how to update your shipping address was sent on June 3, 2020. We ask that you please submit your shipping address before June 30, 2020. Reach out to convention@doterra.com if you have further questions about updating your shipping address.

Can the Pursue 2020 SWAG Box be shipped internationally?
SWAG Boxes are only available to US and Canada markets. However, some international markets may coordinate their own SWAG boxes. Reach out to your market manager for information about whether your market will be offering it.

Will my Canadian customs fees be paid?
Yes. If your SWAG Box is shipping to a Canadian address, doTERRA will prepay the customs fees.

I received a notice from the shipping company stating I owe customs fees. How do I remedy this?
If you receive a notice that your order has incurred fees, please reach out to convention@doterra.com and provide them with the following information:

  • Recipient name
  • Recipient address
  • Recipient email
  • Order tracking number
  • Customs invoice

Why is my order taking so long in customs?
Unfortunately, customs can take anywhere from one to seven business days to clear a package. Below is the typical process that an order goes through during customs.

  1. Order shipped from doTERRA
  2. Order received at Canadian customs depot
  3. Order assigned to a Canadian customs agent
  4. Order contents assessed and approved
  5. Canadian customs agent reviews and approves the customs charge
  6. Canadian customs agent releases the order to be delivered to recipient

Steps three through six are completely controlled by the customs depot. It isn’t uncommon for an order to take a longer amount of time than expected to make it through the customs process.

If I’m missing an item from my SWAG Box or I received a broken item, who should I contact?
If a box is delivered with an item missing or broken, please send an email to convention@doterra.com and provide the following information: 

  • Your shipping address
  • Which item is missing or damaged

How long will it take to receive a replacement item?
Once you’ve reported a missing or damaged item, it will take one to two business days to prepare your replacement, then ship within two to three business days. When your package has shipped, you will be provided with a new tracking number for that item.

I accidentally gave an incorrect address, or my address has changed since I originally submitted it. How do I correct this?
Please email convention@doterra.com with your correct shipping address. Keep in mind that addresses updated after July 31 may experience a delay in shipment.

How many SWAG Boxes can I purchase?
There is a limit of one SWAG Box per Connection Access + SWAG Box ticket.

What if I don’t want a SWAG Box?
If you don’t want a Connection SWAG Box, you can request to switch your ticket to Connection Access Only. Ticket change requests should be submitted prior to June 30, 2020, by emailing convention@doterra.com. Please include your full name and Wellness Advocate number.

Engage In Good Initiative FAQ

What happens with my $10 fee when I register to participate in the Engage In Good initiative?
During registration, you’ll be prompted to choose one of the following causes:

  • Supporting children
  • Stopping human trafficking
  • Empowering women
  • Providing clean water
  • Aiding in disaster relief
  • Raising global health
  • Increasing self-reliance

Your $10 registration will go directly to aid that specific cause, and you’ll be invited to participate in an initiative that is built around that area of focus. We’re excited to Engage In Good with you.

Can I support more than one cause?
Of course! If you’d like to donate to an additional cause, you can do so on your Pursue 2020 Connection Dashboard via Rainfocus. You will be prompted to register with another $10 donation to the cause of your choice and invited to participate in an initiative that is built around that cause. This means if you donate to multiple causes, you’ll be invited to participate in multiple activities.

What if I donated when I bought my original convention ticket?
If you signed up to participate in the 2020 doTERRA Healing Hands Foundation project prior to the announcement of Pursue 2020 Global Connection, we sincerely appreciate your trust and engagement. You’re amazing! We have your name and your registration and will email you in the coming weeks so that you can choose your focus area. Please watch for your participation information. Until then, continue to #engageingood!

What if I want to donate to one of the doTERRA Healing Hands Foundation but don’t plan to participate in the Engage In Good initiative?
The doTERRA Healing Hands Foundation empowers people and communities worldwide to make a positive and sustainable change, and we welcome your donations and engagement. To donate, please go to doterrahealinghands.org. We’re grateful for any donation amount, and 100% of all donations go directly to aid.

After I donate, will I receive additional information?
Those who register for the doTERRA Healing Hands Foundation 10-Year Anniversary Engage In Good initiative will receive more participation information by August 2020.

Is this year’s project hands on or just virtual?
There will be virtual experiences, as well as opportunities to Engage In Good.

What if I already registered for Pursue 2020 Global Connection but didn’t register for the doTERRA Healing Hands Foundation initiative? Can I still participate?
Yes! Please Engage In Good with us. You can register by logging into your registration account here. You’ll then be directed towards your registration dashboard. There is a doTERRA Healing Hands Foundation 10-Year Celebration Project card on your dashboard, with links for you to click on to add a donation.

Can I participate in the Engage In Good initiative if I don’t buy a connection ticket?
Yes. We always welcome your commitment, time, efforts, and donations to Engage In Good with the doTERRA Healing Hands Foundation. Join the engagement team for only $10, and we’ll send your participation information in the coming weeks. Sign up here. You do not have to purchase a Connection Access ticket in order to donate to the Engage In Good initiative.

Can I add a larger donation to the doTERRA Healing Hands Foundation than the $10 registration fee?
The registration page isn’t set up for standard donations. To donate outside of the $10 registration fee, please go to doterrahealinghands.org. Remember that 100% of your contributions go directly to aid. Thank you for empowering change!

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