Support
Frequently Asked Questions
Order information
Order Information and Tracking
Currently, all orders are fulfilled by Ninja Van. We will update you with your tracking number via email; you may also find your shipment tracking details via your COMPANY account on our online store. And, once your order has been shipped out of our warehouse, you may track your parcel on its respective courier service website for the status of your parcel. Orders should be received within 7 working days after payment has been confirmed. Do note that certain items may not be deliverable within the specified delivery time frame due to stock unavailability.
Changing Your Order
Orders cannot be changed once they have been placed. Please contact customer service with you require any assistance with your order at, info@mydomain.com.
General
On-us is a consumer-centric B2B company dedicated to maximizing the flow of value from brands to consumers and merchants. We empower marketers to purchase and distribute digital multi-brand vouchers, redeemable via QR codes, to target audiences. This approach minimizes voucher waste, enhances customer engagement, and facilitates instant settlement with merchants.
On-us Express is the ideal solution for small businesses looking for a straightforward and cost-effective option for small campaigns and occasional needs.
In such cases, we recommend exploring our alternative solution, On-us Pro or contact our sales representative for personalized assistance tailored to your specific needs.
Yes, On-us Express is optimized for mobile devices, ensuring a streamlined, hassle-free, and convenient purchasing experience for small campaigns, accessible anytime and anywhere.
The multi-brand feature allows you to select multiple merchants for a single voucher. This flexibility enables recipients to choose their preferred gift brand, enhancing the personalization of the voucher experience.
If you experience any issues, please do not hesitate to reach out and email us at supportexpress@on-us.com for assistance.
Before you make an order
When making your offer request, you will be prompted to provide a customizable design for your greeting card, specify the voucher face value and merchant set, define the redemption period, indicate the purchase quantity, and choose your method of distribution. Once you place your order, our voucher engine will generate the greeting card link with the voucher within minutes. Depending on your selection, you will either receive a CSV file containing the URL links for these vouchers or you will need to input the email addresses or phone numbers in the “My Orders” section to distribute them.
You will only be charged for the total value of the vouchers you intend to issue.
The minimum order value is HKD 2,000 (e.g., 100 vouchers with a face value of HKD 20), while the maximum order value is HKD 100,000 (e.g., 200 vouchers with a face value of HKD 500). For orders exceeding this maximum, we recommend utilizing the Pro Platform.
We accept payments via "Bank Transfer" or "Credit Card."
You can customize the greeting cards by adding background images and logos. The accepted file formats are JPG and PNG. You can also include text. Background Image: An image with a 16:9 aspect ratio, preferably 1920px (W) x 1080px (H), logo should be 100px x 100px. Please ensure that the file size is under 5MB.
Currently, our vouchers are only available for use within Hong Kong.
After you make an order
This indicates that certain company details are incomplete, including but not limited to: Business Registration, Company Phone, Industry, etc. Please ensure that all required company information is provided before placing any orders.
Navigate to “My Orders” and click on View Details. You will need to enter the names and email addresses or phone numbers of your intended recipients.
You may contact us at supportexpress@on-us.com for inquiries. However, please note that we do not accept requests to reduce the quantity of vouchers, and additional charges may apply if necessary.
No, unfortunately, you cannot cancel your order once it has been placed. For more details, please refer to our Terms of Use (Section 3.1).
No, unless otherwise specified, refunds for your order are not permitted. Please refer to our Refund Policy for more information.
Yes, you may find this information in ‘My Orders’ under ‘My Account’.
You can set the redemption period for the cash voucher up to 12 months, with the earliest redemption starting on the 3rd day following the purchase.
The lead time for your order is typically around 5 minutes; however, this may vary depending on the quantity ordered. If you select ‘Bank Transfer Payment’ as your payment method, our team will review and confirm your order within 3 working days. If you choose ‘Pay by Card (Airwallex)’, the order will be completed upon successful payment.
Unfortunately, we cannot provide specific information about the merchants chosen by customers. For insights into user behavior, we recommend considering our alternative solution, On-us Pro.