Frequently Asked Questions
Lucky Draw Related Information
Click below for more information
I received an email from customerservice@oro.com.sg. Is that a scam
Your premium redemption is managed by ORO Solutions Pte Ltd, a trusted, Singapore-based agency that has been partnering with major corporations since 2009. We may have contacted you recently to provide a status update concerning a promotion or lucky draw in which you participated.
Important Security Note: We will never ask for your bank credentials or Singpass login access.
I have submitted my entry, when can I expects to know my redemption status
Thank you for submitting your entry. Please note that only eligible entries will receive a direct notification.
Kindly verify your Junk Mail folder, as our notification may have been automatically filtered there
The response timeline can vary depending on the organizer’s workflow:
Entry Transfer: We may only receive your entry data from the campaign organizer up to 2 weeks after your initial submission date.
Validation: Once received, we require an additional 1 to 3 working days to validate all entries and notify the eligible participants, depending on the volume.
Walk in appointment booking
Even with a fully booked appointment schedule, we strive to see all our customers. If you are unable to book a slot, please feel free to visit us as a walk-in. While there may be a waiting time, we appreciate your patience and will work hard to serve you as quickly as possible.
To collect your item, please ensure you bring the following documents:
Proof of Notification: Bring the physical letter (and digital email, if any) OR the digital copy of the notification email/WhatsApp message.
Valid Photo ID: Your NRIC, Passport, Work Permit, SingPass, or Driver’s Licence.
Required Documents: Any other items specified in your notification (e.g., the original physical receipt).
What must I bring along for my Prize/Gift collection.
To collect your item, please ensure you bring the following documents:
Proof of Notification: Bring the physical letter (and digital email, if any) OR the digital copy of the notification email/WhatsApp message.
Valid Photo ID: Your NRIC, Passport, Work Permit, SingPass, or Driver’s Licence.
Required Documents: Any other items specified in your notification (e.g., the original physical receipt).
Is your Lucky Draw legit
ORO Solutions Pte Ltd is proud to be the oldest redemption agency in Singapore, committed to running campaigns with the utmost transparency and legitimacy.
Fairness & Compliance: Our lucky draws are conducted randomly using a proprietary, non-open-source system. All processes are in full compliance with Singapore’s GRA (Gaming Regulatory Authority) requirements.
Proven Track Record: Our ability to consistently surpass our clients’ audit standards, alongside our long-standing relationships with reputable clients, stands as our strongest testimony.
Queue time at ORO redemption center
Your premium redemption is managed by ORO Solutions Pte Ltd, a trusted, Singapore-based agency that has been partnering with major corporations since 2009. We may have contacted you recently to provide a status update concerning a promotion or lucky draw in which you participated.
Important Security Note: We will never ask for your bank credentials or Singpass login access.
Can i change my prize to other prizes
Prizes awarded through promotions, lucky draws, or premium redemptions are strictly non-exchangeable and non-transferable. This is because we receive a specific, pre-determined inventory of prizes directly from the organizer and are not authorized to swap any item for a different prize
How do i claim my warranty for the premium item
Your premium prize may or may not include a local warranty. Please refer to the campaign’s full Terms and Conditions to confirm your prize’s specific warranty status
If Your Prize is Supplied with Local Warranty:
| Key Detail | Requirement/Provider |
| Proof of Purchase/Redemption | You will receive a redemption acknowledgement email upon collecting your device. This email serves as your official Proof of Purchase for any warranty claim. |
| Warranty Provider | The warranty is always provided by the original manufacturer of the product (e.g., Samsung, Apple, Dyson, etc.) or their authorized service centre, not the redemption agency. |
Finding the Service Centre
Since we cannot provide real-time operating hours or addresses, we recommend searching online for the official service location.
Search Example: Simply search for “(Manufacturer Name) Official Service Centre in Singapore” (e.g., “Nintendo Switch Official Service Centre in Singapore”) to get the latest location and operating procedures from the official source.
The conditions of the promotion is not clear
As the redemption manager, we facilitate the prize collection, but the Terms and Conditions (T&Cs) are set exclusively by the campaign organizer.
General Clarification Resource: To ensure a successful entry and full understanding of the promotion, you must always refer to the official T&Cs document provided by the organizer when you signed up or entered the promotion.
Is there a delivery option for my redemption?
The availability of delivery options is determined solely by the campaign organizer and is subject to their specific terms. If delivery is a possibility for your prize, those options will be clearly outlined in your official notification email.