Faqs

Frequently Asked
Questions

ACCOUNT - Account Registration

1. How do I create new account?

There are 2 methods for you to create a new account:
1. Direct: To create an account directly with TripOnMe, please click the login / register button at the top (right) of the homepage. After that, please click on the word " Register " and enter your email and password in the appropriate box. Then, click the register button. Please wait until you see the words " Your account has been created successfully ". After that, the TripOnMe system will send you an email to guide you through the email confirmation process. TripOnMe will send you a congratulation email when you account has been succesfully created!
2. Via Google / Facebook: Please click the login / register button at the top (right) of the homepage. Then, click on the word " Register " and the Google / Facebook button you want to link your account to. Please follow the instructions of Google / Facebook to complete the account creation process (your email will be automatically authenticated). If your account is successfully created, TripOnMe will send you a congratulatory email!
If you are having trouble in creating your account, please contact the TripOnMe customer service team by navigating to "YOU NEED HELP?" section at the bottom of the page for assistance.




2. What are the benefits of creating a new account?

When you create an account with TripOnMe, you will receive many benefits such as:
1. Promotions: As a member of TripOnMe, you will be the first to have access to, be notified of our latest promotions!
2. Functions: With your TripOnMe account, you can view your order details / comment on the ordered packages on the website;.....




3. Where is my welcome discount code?

The discount code will be sent to you in the account creation confirmation email.




4. I didn't receive my account creation confirmation email

There are 4 reasons why you can't receive email notifications of account registration:
1. Typing error: Please check that the email you used to sign up for your account is the correct email.
2. System / network: TripOnMe's system or your network connection may be experiencing problems. Please wait a few minutes then reload the page.
3. Wrong mailbox: The email may have been sent to your Spam / Junk inbox. Please check again.
4. Email Blocked: When you use your corporate email or a shared email account, emails from external individuals (TripOnMe) may be blocked automatically. Please use your personal account to register or check your blocked email list.

ACCOUNT - Account Login

1. I can't log in to my account

If your account login is unsuccessful:
1. Wrong email / password: Please ensure that you input your email/password correctly.
2. Account error: The account has been deactivated or deleted.
3. System / network error: TripOnMe's system may be overloaded or the network connection is slow / problematic. Please wait for a few minutes before reloading the website.
If you are still can't log in, please contact the TripOnMe customer service team by navigating to "YOU NEED HELP?" section at the bottom of the page for assistance.




2. My account is suspended

Before deactivating your account, TripOnMe will always send you an email detailing the reason why your account was disabled. Your account may be suspended for the following reasons:
1. Violation of TripOnMe's User Terms and Conditions: The specific rule violated will be stated in the email notification.
2. Unsusual activity: TripOnMe takes the privacy of our customers very seriously. Therefore, if TripOnMe detects signs of unauthorized account activity, we will temporarily disable customer accounts within 12 hours to promptly notify customers and enact protective measures.
3. The customer deactivated the account: If you haven't deactivited your account, please contact the TripOnMe Customer Service team at [number] for assistance.




3. Where is my welcome discount code?

The discount code will be sent to you in the account creation confirmation email.




4. I forgot my password

Please click on the line" "Did you forget your password?" located at the bottom of the login box. Enter the email you used to register your account in the appropriate box and click next. TripOnMe will send you an email containing a link to create the new password. Please click on the link and follow the instructions to create a new account.

ACCOUNT - Notification

1. Why can't I receive TripOnMe's notification and promotional emails despite registering for it?

There are 4 reasons why you can't receive promotional emails from TripOnMe:
1. Typos: Please ensure that you have register your account with correct email address.
3. Wrong mailbox: Email may have been sent to your Spam / Junk inbox. Please check again.
4. Email Blocked: When using a corporate or shared email account, emails from external individuals (TripOnMe) may be blocked automatically. Please use your personal account to register or check your blocked email list.

CONTACT - Contact Information

1. I need help with ordering / have question / want to comment on TripOnMe's quality of service

There are 4 ways, please refer to the "YOU NEED HELP?" section at the bottom of the page:
1. Phone: You can contact our customer service team at +84 911 910 041 to directly voice your concern. (short wait time)
2. Zalo: You can also contact (chat/call) our customer service team at the link to TripOnMe's Zalo account. (short wait time)
3. Facebook: You can also start a chat with us using Facebook Messenger. (medium wait time)
4. E-mail: You can also contact our customer service team at contact@triponme.net. (longer wait time)

PACKAGES INFORMATION - Location

1. Where are TripOnMe's services available?

Currently, TripOnMe is only available in Da Lat. To be the first to know when we expand our service to other cities, please sign up for our newsletter/ create account with us.

PACKAGES INFORMATION - Pricing

1. How does TripOnMe calculate shipping cost

TripOnMe applies a 1-rate, all-encompassing policy for all orders delivered within the city. This cost is already included in the product package when customers order on the website. TripOnMe does not currently offer service to orders booked outside this region.




2. Can I still use vouchers on a promotional item?

No, Promotions cannot be used, combined at the same time.

PACKAGES INFORMATION - Order Delivery

1. When will the order be delivered (food and add-ons)?

The order (food and add-ons) will be delivered on the date that you have specified.

PACKAGES INFORMATION - Food Storage

1. How to preserve/store the food?

1. If you are not intending to eat the food within 2 hours, please store it in the refrigerator. Hot food should be cooled down to room temperature before storing it in the refrigerator.
2. Note the different procedures when handling each food.
Processed / cooked foods should be kept in sealed containers.
Raw foods such as seafood, meat and fish should be wrapped in plastic wrap/other similar materials before storing at the bottom of the refrigerator to avoid cross contamination.
Fruits and vegetables should be refrigerated upon delivery.
3. Food being reheated must reach a minimum internal temperature of at least 70 ° C for 15 seconds. The food should be consumed immediately after reheating.

PACKAGES INFORMATION - Food Safety

1. Does TripOnMe/its' partners possess the necessary food safety certifications? Does the shipping team have good training?

TripOnMe is committed to educating and assisting our restaurant and delivery partners in how to safely prepare and handle each order.
We hold our restaurant and delivery partners to a very high standard:
- Comply with strict local food safety and hygiene instructions.
- Train our restaurant partners to properly prepare and pack food according to our Restaurant Partner Code of Conduct.
- Make sure our delivery partners check that your order is carefully packed upon delivery.




2. How to report food safety and hygiene problems? What type of compensation should I expect?

We are very sorry for this occurence!
Food safety is one of TripOnMe's top priorities and we promise to implement very strict measures against food safety and hygiene incidents coming from restaurants or deliveries.
Please filll out this form, accompanied with the photos of the food (if any) for timely assistance.
The form (available after the visitor logs in) will ask for these details:
- Order Number.
- Description of the problem encountered.
- Picture(s).

ORDERING PACKAGES - Ordering

1. What are the ordering steps?

Please follow these steps to order a package:
1. Create a TripOnMe account.
2. Choose the location you are heading to from the "Choose your location" dropdown list.
3. Select your preferred package.
4. Click on "Book Now" button after viewing the package's information.
5. Select the appropriate price for your travel package based on the number of people travelling.
6. Adjust / change food and drink options.
7. Select the add-on board game(s).
8. Fill in information on checkout page.
9. Place order.
10. Check your email for order verification.
If you want more details, please see the FAQ section of TripOnMe




2. If I haven't booked a homestay yet, can I add the homestay location in later?

You can change delivery locations up to 1 day before delivery date. Please contact us via Zalo or phone number or Facebook Messenger.




3. Do I have to book my homestay room from TripOnMe's homestay partners to use TripOnMe's service?

TripOnMe delivers to all location within the city that the package is offered. However, to ensure the most convenient and complete customer experience , TripOnMe recommends booking with one of our homestay partner.




4. I still want to book a package even if I exceed the specified distance, can I negotiate with TripOnMe by paying extra shipping fees?

To ensure the most efficient and convenient customer experience as well as the quality of food, TripOnMe doesn't offer deliveries outside of the specified distance. We appreciate your understanding.




5. Can I order multiple packages or bulk order one package at the same time?

It is possible to order multiple types of packages or bulk order one package at the same time. However, you still have to repeat the customization step for each package.




6. Can I pay after I recieve the package?

Currently, TripOnMe does not offer a COD - cash on delievery option. All orders need to be paid 100% before the order is prepared. We appreciate your understanding.




7. What payment methods does TripOnMe support?

Payment methods TripOnMe accepts are credit/debit cards, bank transfer, Momo pay, VNPay




8. Where can I add/use my promotions/vouchers/coupons/points while ordering?

When you arrive at the checkout page, you will have the opportunity to fill in promo codes / coupons in the box before the order confirmation button.




9. My voucher/coupon/promotional code can not be applied/rejected/isn't valid

If you have problems using or receiving vouchers / coupons / promotions, please contact the customer service team by navigating to "YOU NEED HELP?" section at the bottom of the page for assistance.




10. How do I know that the order is placed successfully?

There are 2 methods to confirm that your order has been placed successfully:
1. Invoice confirmation email: Please allow at most 15 minutes for the email to arrive in your inbox.
2. Order ID in your account: A small information box containing your order ID along with your receipt, delivery information, package name,…. will appear automatically in "your orders" tab (navigation instructions) at least 15 minutes after placing the order.
If you don't see either of these 2 signs, please contact the TripOnMe customer service team by navigating to "YOU NEED HELP?" section at the bottom of the page for assistance. Please do not place a new order before contacting TripOnMe to avoid duplicate orders."




11. I accidently placed duplicate orders

If you have mistakenly placed two identical orders, please contact the TripOnMe customer service team by navigating to "YOU NEED HELP?" section at the bottom of the page for assistance.

ORDERING PACKAGES - AFTER PURCHASE

1. Can I cancel my order after the order has been delivered?

Unfortunately, TripOnMe does not offer that option. Furthermore, if you cancel the order and there are no mistakes in the order due to the supplier or TripOnMe, you will not be able to return/refund/exchange the order.




2. Do I need to check the package as soon as I receive the order?

Customers do not need to immediately re-check their orders after they have done their intial check upon receiving the package, but they should still check their order after the food package is sterilized before use to ensure that the order isn't missing any items and is in good condition.




3. How will the homestay check my order if I authorized them to receive it?

If the homestay is receiving the packages, it will be the responsibility of the customer to tell the homestay the customer's specific criterias. TripOnMe will try out best to ensure that the orders are delivered to customers in the safest and best condition.




4. Does the shipper take pictures of the goods upon receipt and delivery?

After the delivery is complete, the shipper will take pictures of the packages and send the photo to the customer through the contact information the customer provided when placing the order. This is to ensure that the shipper has delivered to the correct address and that the packages are in good condition.




5. The product I received does not match the description on TripOnMe's website (food is spoiled, rancid as soon as it is received, product is not intact, product is missing, ...

We apologize for this occurence. Please contact the TripOnMe customer service team by navigating to "YOU NEED HELP?" section at the bottom of the page for assistance.




6. Reporting food safety violations/incidents

TripOnMe is committed to maintaing the highest food hygiene and safety standard for customers. If the customer saw any food safety/hygiene violations or faced such an issue, please contact the company's customer service to receive assistance.




7. How to evaluate TripOnMe's orders on the website?

Customers can log into their TripOnMe account and go to review section to leave a feedback.




8. Do I need to clean up after using the packages?

TripOnMe does not currently provide a cleaning service for customers. This will be the responsibility of the customer.




9. My conditions for a return and a refund

Customers will be entitled to return the goods and refund if the problem/error is due to the supplier or TripOnMe. Additionally, the product must be unused for the customer to be eligible to return the item. For more details, click here...




10. Do I have to pay the cost of returning the goods?

If a return is approved, TripOnMe will pay the entire shipping/processing cost.




11. I accidently placed duplicate orders

If you have mistakenly placed two identical orders, please contact the TripOnMe customer service team by navigating to "YOU NEED HELP?" section at the bottom of the page for assistance.

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