Bulk Order Portal FAQs

Ordering / Order Updates

1. What is the “sender” for all of the emails coming from BOP? 
   1. All emails from BOP will come from support@ouraring.com. 
   2. All transactional emails (sizing kit shipped, ring shipped) will come from orders@ouraring.com.
       
2. Can the order review email be resent?
   1. Yes, reach out to your POC or email business@ouraring.com. 
       
3. Can I ship multiple rings to one address?
   1. No, only if it is the same product SKU (color and size). This functionality is coming soon. 
       
4. Can I edit the contact/address information on an order?
   1. If an address change is within the same tax jurisdiction (ie, taxes on the order will not change), then the address can be changed. If not, we can attempt to cancel the order and place a new order with the correct address.
       
5. Can I edit the CSV file to add a new recipient?
   1. Before an order is accepted, we can add a new recipient. If the order has been received, edits cannot be made, and a new order must be created for the additional ring. 
       
6. Can I edit the buyer or billing email if i've accepted the order?
   1. Yes, reach out to your point of contact or email business@ouraring.com.
       
7. Can I change my size or color after i've already made my selection?
   1. Yes, but this cannot be done within the Recipient Redemption Site. Please email partnersupport@ouraring.com.
      1. Note: if the order already shipped, you will need to do an exchange and send your original order back.

8. I received the order acceptance email but I can not click on the review order button, do you know why?

   • If its marked as spam in Gmail, you will not be able to click anything.
     • Instruction to move email out of spam: go to your Spam folder > open the message > and click the "Not spam" button at the top > then  go back to your inbox > open the message > click the Review Order button
   • Or contact your point of contact for further assistance.

Gift Notes

1. Can I customize the gift email?
   1. Yes, you can add a “gift note” and a “sender” to the “Claim your Ring” email. We cannot add any logos, special formatting or attachments to the emails. The gift note can be up to 412 characters long.
      1. Note: all size later, addresses known will include the following message, "An Oura Ring has been purchased on your behalf! Click the button below to claim your Oura Ring." This CANNOT be removed. The customized message will follow.
          
2. Can gift notes be added or edited after the order is uploaded?
   1. Yes, if you have not accepted the order, reach out to your POC or business@ouraring.com. If you have accepted the order, it cannot be edited.
       

Redemption and Reminder Emails

1. Can recipient redemption emails be delayed until a certain date?

   1. Yes, for size later, addresses known. This does not delay the sizing kit shipped email from being sent.
      1. If you have order type size later, address unknown, you should delay payment until you want the emails sent.
          
2. What is the cadence for reminder emails being sent to recipients?
   1. Emails are automatically sent on days 3, 7, 14, and 30 to recipients who have not yet claimed their rings.
       
3. Can I send reminders only to a select group of recipients?
   1. No, reminder emails are sent to all recipients who have not redeemed their ring. It’s not possible to target only a subset. If an individual order has been canceled within your order, they will not receive a reminder email.
       
4. Can I send reminder emails outside of the cadence or past 30 days?
   1. Yes, reach out to your point of contact or email business@ouraring.com.
       
5. If I cancel an individual order, will they be sent a ring reminder email with the rest of the group?
   1. No, ring reminders only go to customers in an "unclaimed" state.
       
6. Do recipient redemption email links expire?
   1. No, there is no expiration date.