Expert Extras - Frequently Asked Questions

What are the Tiers for Expert Extras? 

The Expert Extra Rewards Tiers for each quarter are as follows based on total net spend (before taxes and shipping):

How do I check my Expert Extras reward balance? 

You can check your Expert Extras Rewards balance at any time by logging into your Acne Expert account on pros.facerealityskincare.com. From the Acne Expert dashboard, you will be able to see your current point balance, or you can click “Rewards” to learn more. 

How long do points last? 

The Expert Extras Rewards points have a rolling 6 month expiration date; they expire 6 months after acquisition. 

For example, if someone earned points on January 1, points would expire on June 1. You can always check your points balance and expiration in your dashboard. 

Are there any restrictions on which products or services that I can earn points on? 

You can earn points on all purchases on FaceRealitySkincare.com EXCEPT for Acne Expert Certification Level 1. Shipping and taxes are also excluded from earning points. For more information please read our Terms and Conditions.

Can I earn points on Direct-to-Client orders? 

Yes, you can earn points on direct-to-client orders. 

Can I transfer my points to someone else? 

No. Expert Extras members cannot transfer or sell points to another individual, business or Acne Expert. For more information please read our Terms and Conditions.

What happens if I have multiple locations? 

Acne Experts with multiple locations may have different Reward Status for each account or location. Your status will apply individually based on the purchase history of each location. At this time, we do not transfer or merge points between accounts. 

How do I report a problem with my Expert Extras rewards account? 

If you need assistance with your Expert Extras Rewards Account, please contact customer service at orders@facerealityskincare.com or call us at 866-477-3077 Ext. 2

Can I redeem points for cash? 

No, you cannot redeem Expert Extras Rewards points for cash. 

What kind of reward can I earn? 

Expert Extras members can redeem points for a discount off of their Face Reality order. To redeem, you will need to use a minimum of 1000 points. 

What is the timeframe to earn points? 

The Expert Extras Rewards Program is a quarterly program. The quarters are as follows: 

If I am redeeming points in an order will the rest of my order accrue points?  

Yes! For example, if your order is $100 and you redeem $10 worth of points, the remaining $90 in your order will earn Expert Extras Rewards points. 

You cannot earn points on shipping and taxes. 

To redeem points, you need to redeem a minimum of 1000 points. 

I am adding an employee account under my company, do I get points for this? 

No, you cannot receive points for adding an employee to your company. Each company is allowed one Expert Extras Rewards account. For more information, please read our Terms and Conditions. 

Will I accrue points for additional employees, education classes, etc? 

No, you cannot earn points for adding additional employees to your account. Points may be earned on select education courses offered on our website. 

Why is the EAP Program only open for All-Star and Super Star tiers? 

The Early Access Program (EAP Program) invite is extended to the All-Star and Super Star tier first; if we do not receive enough acceptances or if there is open space, we may open up the EAP Program to the Star and Rising Star tier – make sure you’re subscribed to our email newsletter for future updates. 

Please note that the Early Access Program is designed to help collect reviews, and that Acne Experts who are selected to join the program must complete a series of surveys and questionnaires in order to remain in the program. This program is not used to determine product formulations, naming conventions or product price. Those in the Early Access Program do not earn extra points. 

What time zone does your program use? 

The Face Reality Expert Extras loyalty program operates in Pacific Time, and all orders placed are based on Pacific Time.

If I process a return, will I lose points accordingly? If so, how soon is that reduction in points reflected in my current total?  

Orders that are returned or refunded may have points from that order subtracted from their total points. Point subtraction may take up to 72 hours, and it is possible for points to go into the negative. 

Will I get notified (email, text) anytime I accrue or lose points, or do I just need to always check my dashboard?  

You may receive email and text communication about your points status if you have opted in to our marketing communications. You can always check your dashboard for your available points. 

Can points be applied in combination with Product Credit and other offers like Stock Up and Save? 

Yes, points can be applied on orders with Product Credit and select promotions such as Stock Up and Save. Please refer to the terms and conditions of any promotions for full details. 

Why am I not getting notified of my tier and points progression and when I redeem my points?  

To receive notification about points, tier progression and rewards redemption, you will need to opt into our marketing communications. You can always view your account activity on our website under “My Account”