Frequently ask questions

SIGN UPS

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Q1. How can I sign up in-store?

• You can sign up with your Canadian mobile phone number. A confirmation text will be sent to you, and you will need to accept the Terms & Conditions to complete the sign-up process.

Q2. Why can’t I register with my number?

• Ensure you are using a mobile phone. The account must be linked to a mobile number for authentication purposes. Landlines cannot be used and phone numbers cannot be used on multiple accounts. Two accounts cannot share the same number.

Q4. How do I download the app?

• The fastest way is to scan the QR code on the print & digital materials. Alternate options include visiting wokbox.ca/rewards or searching for the Wok Box app on Google Play or the App Store.

Q5. I already have a Wok Box account from your previous app. Can I transfer my account?

• No. This is a new program & app that requires signing up. Your Welcome Offer will be available in your My Gifts section.

Q6. Can I change my phone number?

• You must contact us to request a phone number change.

Q7. I did not get the code/text after registering on the POS. How do I get it?

• If you did not get a text/code after POS sign up, this means that you are not successfully signed up. Ask your cashier to sign you up on the POS again, or sign up directly online by scanning the QR code.

TRANSACTIONS

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Q1. My app order is not going through. What should I do?

• Contact your local Wok Box to get some assistance. They can guide you on how to add & complete the order on the app, or they can advise on alternate options.

Q2. Do you offer delivery on the app?

• Delivery is available at select Wok Box locations. Check with your local Wok Box for availability.

Q3. I forgot to give my phone number when ordering in-store. How can I get points for my order?

• Keep your receipt and contact us. Please provide your name, phone number and order receipt with your inquiry.

Q4. How can I get a refund?

• Contact your local Wok Box and provide your issue and order details. Our team will do their best to help you!

Q5. Can I scan a code instead of providing my phone number?

• Yes, once registered on the app, you can go to your Profile and click on the ‘Scan ID’ button to display the QR code. You can present this code at the till to collect points!

Q6. Can I get missing points added to my account?

• Contact us and send your name, phone number and receipt. If you do not have a copy of the receipt, send the location visited, approximate time of purchase and items purchased with your inquiry.

Q7. What credit cards can I use on the app?

• We accept all major credit cards: Visa, Mastercard and Amex.

Q8. Can I schedule an order for later?

• Definitely! Before starting the order on the app, you must select a later date and time for your order.

Q9. How can I make a last-minute change on my app order?

• You should call the store for any last-minute change requests to your order.

GIFTS / REWARDS

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Q1. Who gets the 25% off deal?

• Every new customer gets this deal. A customer must create a new account with their phone number. The deal is one-time use only.

Q2. Is the 25% off deal automatically added to my order?

• Yes, the 25% off deal is automatically applied to your first order after your registration is complete. Minimum $25 purchase is required.

Q3. Can I redeem multiple gifts in one transaction?

• Yes, but you cannot redeem two of the same reward. You must have enough points to redeem both items in the same transaction.

Q4. Can I still collect rewards even if I don’t have the app?

• Yes, you can provide your phone number at the till to collect and redeem available rewards. To track your progress and previous orders, you should download the app!

Q5. Do my points expire?

• Points do not expire. You can continue to bank your points to redeem bigger rewards.

Q6. Do my gifts / rewards expire?

• The standard Red Level and Gold Level gifts do not expire (same with the points!), except for the Birthday Gift Reward, which expires within 14 days and the Welcome Gift, which expires in 1 month.

Q7. How do I get my birthday reward?

• You must sign up and add your birthday to your profile in order to get your free box on your birthday. This offer is valid for 14 days and cannot be redeemed before the birthday.

Q8. Why did I not get my birthday reward?

• The main reason why your birthday gift may be missing is if your birthdate is missing on your app profile. You can easily update your profile to include your birthday. You should sign up at least 48 hours before your birthday to ensure you get your gift!

Q9. Can I transfer my reward to somebody else?

• No, the reward is not transferrable.

Q9. Can I subscribe to Marketing communications?

• Yes, you can add your email to your Profile to start receiving email updates from Wok Box.

Q10. How can I find out my points balance?

• You can provide your phone number at Wok Box and the staff can check on the POS, or you can download the app and check your points balance there.

Q11. Can I get points from my order from Skip / Uber / DoorDash?

• No, points can only be collected from in-store and Wok Box app food purchases.

Q12. Do I need to buy anything to redeem my reward?

• Red Level rewards, Gold Level rewards and birthday gifts do not require any purchase when redeeming. The 25% off deal does require a minimum purchase of $25.

Q13. Where can I find my available gifts/rewards on the app?

• Once logged in, you can view the Rewards tab, click on My Gifts to show available gifts. This section will be empty if you need more points to claim a gift.

Q14. How do I claim a gift/reward on the app?

• If you have enough points, you can select the gift/reward of your choice from the selection available. After selecting and claiming the gift, this will be added to your account and will be visible in your My Gifts section. If you do not have enough points, the gifts/rewards will be greyed out and will not be selectable.

ERRORS / OTHERS

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Q1. The new app is not updating. How do I fix this?

• The first solution to try is to close and restart the app. This usually fixes this problem, but if it persists, contact us with the error and include any additional reference images / screenshots.

Q2. The app is frozen or loading slow. What should I do?

• The first solution to try is to close and restart the app. This usually fixes this problem, but if it persists, contact us with the error and include any additional reference images / screenshots.

Q3. There’s an error message on my screen. What should I do?

• Contact us with the error and include any additional reference images / screenshots.

Q4. How do I close my account?

• In the app, on your Profile page, select the link ‘Delete my account’ under ‘Privacy and Terms’ at the bottom of the screen. This will automatically submit a request to permanently close your account. Your account will close within 14 days of your request.