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 with the mission of maximizing the flow of value from brands to consumers to merchants. On-us offers marketers the ability to purchase and distribute digital multi-brand vouchers redeemable with QR codes to target audiences, reducing voucher waste, improving customer engagement success, and allowing instant settlement with merchants.
On-us Express is the ideal option for small businesses seeking a simple and affordable solution for small campaigns and occasional needs.
Refer to our alternative solution, On-us Express.
“Gifting and Recognition” provides the simplest form of voucher distribution through the use of our Greeting Card feature, while “Interactive Incentives” allows for the use of our Distribution Form on top of the Greeting Card.
Our Distribution Form is an interactive tool used to distribute vouchers at various events, such as conferences, product launches, trade shows, team-building activities, shareholder meetings, and ceremonies. With the scan of a QR code and after inputting a few details on the form, customers can seamlessly acquire vouchers that you intend to distribute.
Yes, On-us Express focuses on streamlined, hassle-free and convenient usage, catering to small campaigns. Mobile optimization ensures a smooth purchasing experience anywhere, anytime.
With the multi-brand feature, you can select multiple merchants for a single voucher. This allows recipients to choose the gift brand they prefer, adding flexibility and personalization to the voucher experience.
Please do not hesitate to contact us to help you with your issue. Email us at supportexpress@on-us.com
Before you make an order
In making your offer request, you will be prompted to provide a customizable design for your greeting card, a voucher face value and merchant set, redemption period, purchase quantity, and your method of distribution. Once you place your order, our voucher engine will generate the Greeting card link with voucher in a matter of minutes. Depending on the option you select, you will either be sent a CSV file containing the URL links for these vouchers or will have to input the emails/phone numbers in “My Orders” to distribute.
You will be charged for the total value of the vouchers you intend to issue in addition to a fee of HKD 1.0 per email or HKD 1.0 per message if you wish to distribute them on our platform.
There is a minimum order value of HKD 5,000 (e.g., 200 vouchers with a face value of HKD 25) in vouchers and a maximum of HKD 100,000 (e.g., 200 vouchers with a face value of HKD 500). If you have an order exceeding this amount, the Pro Platform is recommended.
After you make an order
This means that certain company details are missing, included but not limited to: Business Registration, Company Phone, Industry, etc. Please ensure that all company details are completed before making any orders.
Go to “My Orders” and click View Details. Please enter the names and email addresses or phone numbers of your intended recipients.
You may contact us at supportexpress@on-us.com for enquiry. However, we will not accept a reduction in your voucher quantity or additional charges may applied if necessary.
No, unfortunately you may not cancel your order once it has been placed. Please refer to our Terms of Use (Section 3.1).
No, unless otherwise specified, you will not be able to refund your order. Please refer to our Refund Policy.
Yes, you may find this information in ‘My Orders’ under ‘My Account’.
You can set your redemption period of the cash voucher up to 12 months while the redemption period could be started on the 3rd day of the purchase as earliest.
The lead time for your order should take 5 minutes, however, it may vary depending on your order quantity. If you choose ‘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)’ as your payment method, the order will be completed upon successful payment.