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Membership Program

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FAQ

よくある質問
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Ordering
Online Payment
Order Pick-up

Ordering

1. What device(s) should I use to access Genki Sushi takeaway online ordering platform?

You may access Genki Sushi takeaway online ordering platform through any internet connected devices including desktop computers, mobile phones or tablets.

2. What are the browsers and system requirements for browsing this website?

We recommend the following browsers and resolution for the best experience:
- Chrome v77 / Edge v44 / Safari 11 or above
- Recommended screen resolution: 1366x768
- With Javascript and Cookies turned on

3. Can I place orders using Genki Sushi mobile app?

You may use Genki Sushi mobile app to access the Genki Sushi takeaway online ordering platform.

4. I am not a Genki member. Can I still order online?

Online ordering service is available to Genki members and non-members.

5. I am under age of 18. Can I still order online?

You need to be at least 18 years old to place orders.

6. Which Genki Sushi stores accept online orders?

All Genki Sushi stores in Hong Kong accept online orders.

7. What is the operating hours of Genki Sushi takeaway online ordering platform?

To help providing better services to our customers, we will conduct regular system updates from 4:00 am to 5:00 am every day and online ordering service will be suspended during the system update period. Order pick-up time available for selection is generally set accordingly to the operation hours of each store which may change due to operational status of the particular store(s). When the selected store becomes unavailable for pick-up at certain dates and time slots, Genki Sushi will contact the customer to arrange alternative pick-up time and/or stores.

8. Can I redeem Genki Sushi's e-coupon or promo code when placing orders online?

As the terms and conditions of each e-coupon and promo code may vary, please refer to the corresponding e-coupon/promo code for details.

9. Will I get an official receipt for my order?

Yes, you may ask for an official receipt when you pick up your order at the store.

10. Do you provide delivery services for my orders?

No, we do not offer delivery service for online orders. You may select one of the Genki Sushi stores in Hong Kong to pick-up your order.

11. How do I check my transaction history?

Genki members are recommendated to view all confirmed transaction(s) under 'Member Area'>'Transaction History' or check your mailbox (including junk mailbox) to see if you have received our order confirmation.

Non-Genki members are recommendated to check your mailbox (including junk mailbox) to see if you have received our order confirmation.

12. What do I do if I don't get my order confirmation email?

Genki members are recommendated to view all confirmed transaction(s) under 'Member Area'>'Transaction History' or check your email junk mailbox.

Non-Genki members are recommendated to check the email junk mailbox or contact Genki Sushi Customer Service. 

13. Can I edit pick-up date/time/store or the items on the order?

Upon order confirmation, all change requests will not be entertained. If you need additional items, please place another order.

14. Can I cancel my order or ask for a refund?

Once the order is confirmed, the order cannot be cancelled, and no refund can be made.

15. What is the arrangement during bad weather conditions?

If the pick-up store stay open during bad weather conditions , the order will still be valid. Please call to confirm the status before your visit.

Online Payment

1. What payment methods do you accept?

We offer payment options including: VISA, Mastercard, American Express, Apple Pay and Google Pay.

2. Is it safe to order on Genki Sushi takeaway online ordering platform?

It is safe to shop on our website. Genki Sushi has used Secure Socket Layer (SSL). All personal information including your credit card number and name will undergo encryption before transmitting through internet to protect your information from being read by unauthorised third-party during transmission.

3. In case of payment failure, please try to follow the below methods:

1. Please ensure you have correctly entered the payment information include credit card number, expiry date, CVV and one-time password. Please contact card issuer card for details.

2. Please ensure your credit card is not expired and is valid.

3. Please try to use other devices for payment. If you are using mobile app, try via desktop or mobile website for payment, vice versa.

4. Should you have any trouble in placing order with a particular payment method, you may try an alternative payment me

4. Can I use my Genki Points for payment?

Yes, Genki member can select the amount of points in blocks of 10.

5. If I do not pick up the order, will I still be charged?

Your will be charged once the transaction is completed on the website.

6. Is there any additional charges for online ordering?

No, there will be no additional charges.

Order Pick-up

1. How do I pick-up my order?

Please present the pick-up QR code attached in your order confirmation email or under 'Member Area' > 'Transaction History' on any electronic devices or printed copy to the pick-up store to pick up your order at the scheduled time.

2. Can I ask someone else to pick up the order for me?

You can forward your order confirmation email with the email attachment to your assignee. Anyone who presents the QR code of the order on any electronic devices or printed copy will be deemed your authorized representative.

3. Can the order be picked up at any of the Genki Sushi store?

No, you may only pick-up your order at the store you selected on your order.

4. What if I can't pick up my order on time, can I still pick up the order later?

If the order is not being picked up within 1 hour (please take note of the opening hours of pick-up store) from the selected pick-up time specified on the order, the order will be deemed forfeited and no refund will be made.

5. Do I have to print out the order receipt for pick-up?

You may present the pick-up QR code attached in your order confirmation email or 'Member Area'>'Transaction History' on any electronic devices or printed copy to pick up your order at the scheduled time.

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Membership Program