Frequently Asked Questions

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WHEN DOES THE TOP PERFORMERS PROGRAM RUN TILL? 

The program runs through December 31, 2024. 


WHEN DOES THE TRUCKLOAD PROMOTION RUN? 

The Truckload promotion will run at various times throughout the year. Please look out for up-dates on the OWI hub. 


I HAVE COMPLETED THE REGISTRATION FORM, WHEN WILL MY ACCOUNT BE REVIEWED? 

Your account will be reviewed within a maximum of 5 days. 

You will receive an email notification once your account has been reviewed to confirm you can now log in. 


WHY HAS MY ACCOUNT BEEN DECLINED? 

The program participation is by invitation only. If you register and you are not eligible to participate your registration will be declined. 


I’VE FORGOTTEN MY PASSWORD; WHAT DO I DO? 

You can reset this via the ‘Forgotten Password’ on the login page. 

Enter your registered email address to receive a reset link. 

Check your junk folder for the email and use the reset link within 24 hours. 

When resetting your password, follow the below criteria: 

  • Minimum of 8 characters 

  • At least 1 uppercase character 

  • At least 1 lowercase character 

  • At least 1 number 

  • At least 1 symbol (please note that. and - are not classified as symbols on the system so please avoid using these). 


HAVING ISSUES LOGGING IN? 

Then you can call us Toll-Free: 1-844-727-5590 or contact us at [email protected] 




OUR COMPANY HAS MADE A PURCHASE, WHAT HAPPENS NEXT? 

Once your company makes a purchase for an eligible product, this data is recorded on the reward portal within 28 days. 

This data is used to calculate tiers and points allocations. 

Any returned sales will not qualify towards the final reward.  

HOW MANY POINTS WILL I RECEIVE FOR MY PRODUCT PURCHASES? 

The number of points you receive is based on the current active promotion. Please visit the promotions page to find out how many points you can earn today. 

Look out for double points promotions throughout the Top Performers Program on the promotions page. 


HOW CAN I FIND A LIST OF ELIGIBLE PRODUCTS? 

Please visit the  ELIGIBLE PRODUCTS  page to find out which products are eligible and will count towards your company’s final reward. 

HOW IS MY COMPANY REWARDED? 

Company accounts are rewarded based on annual sales performance. 

This is then amalgamated into a company reward calculated at the end of the Top Performers Program. 

Once we have calculated your company performance level, we will email the primary contacts for your company to determine the recipient of the prize. 

Your company will be issued with a deadline date to confirm who the prize should be awarded to. 

WHEN WILL OUR COMPANY RECEIVE OUR REWARD? 

The company reward will be issued in February 2025. 

Once your company has confirmed the recipient, an experience certificate will be issued by email within a maximum of 10 working days. 


WHAT IS THE TRUCKLOAD PROMOTION? 

Throughout the year you will be able to earn Truck Bucks for eligible Peak Coolant purchase. Truck Bucks can be redeemed for a wide range of rewards available on the OWI Hub.

Promotion details and dates will be communicated via the OWI Hub and email.   

To be eligible to participate, you must register on the OWI Hub 



Can I buy additional Truck Bucks? 

No – Additional Truck Bucks cannot be purchased. Only bucks awarded through your OWI hub account can be used to place orders for products within your current Truck Bucks balance. 


Can I transfer Truck Bucks to another participant’s account? 

No – Truck Bucks are awarded to individual accounts and can only be redeemed by the intended recipient. You cannot transfer your Truck Bucks to another participant. 


Is there a time limit to use my Truck Bucks? 

You have until Dec 31 2023 to redeem your Truck Bucks for a reward. Any unspent Truck Bucks will expire and will be removed from your balance. 



Can I change my delivery address after placing an order? 

We cannot guarantee your address can be amended once your order has been placed. Contact us as soon as possible with your correct address and we will do our best to update this for you. 


Can I cancel my order? 

eVouchers – Due to the nature of this reward, we are unable to cancel eVouchers once the order has been placed. 

Physical rewards and gift cards – Providing your order has not yet been dispatched you can request a cancellation.  Orders can sometimes be dispatched same day, but changes may not be reflected on your account until 24 hours after this. Contact us as soon as possible and we will do our best to cancel this for you. 

* If your order has been dispatched but we have intercepted delivery, you will not be refunded the delivery fee for your order. * If your gift card has been dispatched and the funds have been spent, we may not be able to refund you. 


How long will my reward take to arrive? 

eVouchers – Most of our eVouchers are emailed within 1 working day, but some can take up to 5 working days based on code availability. 

Physical rewards and gift cards – These take up to 5 working days to dispatch, and we ask you to allow up to 10 postal days after the dispatch date to receive these. 

Delivery timescales can vary depending on the product type and supplier; so please check the reward description for specific information before placing your order. 


Where can I check the status of my order? 

You can check your order status in your “My Account” page. 

Your order will initially show as “Pending”.  Once we acknowledge your order this will update to “Processing” and means we are checking stock. Your order will update to “Dispatched” as soon as this has shipped, and if your order has any tracking information you can also see this here. 


Why has my reward not arrived? 

eVouchers – eVouchers are sent to the email address submitted with your order. First check your junk folder and if you can still not locate this and your order has a status of “Dispatched”, contact us for further assistance. 

Physical rewards and gift cards – If you have not received your reward after 14 postal days of the dispatch date, please check any tracking that may be available in your “My Account” page. If you do not have tracking for your order, contact us for further assistance.  

* If your reward has been dispatched to the address provided and signed for, we may not be able to issue a replacement. If your gift card has been dispatched to the address provided the funds have been spent, we may not be able to issue a replacement.  


What if my reward is faulty? 

If your reward arrives faulty or damaged, please contact us with your order reference and proof of damage / fault within 24 hours of delivery. Our suppliers are only able to replace damaged or faulty rewards if we are notified within 24 hours of the delivery date and any claims made outside of this period may incur additional fees. 

If your reward develops a fault after 28 days, you will need to raise a claim directly with the manufacturers to resolve this. Please contact us as soon as possible and we will be happy to issue a proof of purchase to assist you with your claim. 

*If your product is returned for testing and no fault is found, you may be charged for the collection and reshipment fee to send the item back out to you. We cannot issue a credit for any products which are not found faulty. 


I have received the incorrect item, what can I do? 

Please contact us within 24 hours of delivery with your order reference and images of the product received. We will then arrange collection and replacement of your order. *We ask that you please do not open the incorrect item you have received as this will void your return. 


I have changed my mind; can I return my reward? 

eVouchers – Due to the nature of this reward, we are unable to accept returns for eVouchers once the order has been placed. 

Physical rewards and gift cards – We can accept returns requests for physical gift cards provided they have not been used. To return your gift card, please contact us within 7 days of receipt and our team can process your return. 

*We cannot refund the original delivery fee and you may need to return the gift card at your own cost for your refund. 

*Some gift cards are exempt from returns. 

Physical rewards – We can accept returns requests for physical rewards provided they are unused and in a re-saleable condition. Returns are however subject to collection and restocking fees which will be deducted from your Truck Bucks balance or invoiced to you directly for payment. These fees will vary and please contact us for more information. 

We cannot refund the original delivery fee and you may be charged additional fees to collect your reward. 

*Some rewards are exempt from returns such as personal accessories including but not limited to sunglasses and jewellery etc. Details will be provided in the product description so please make sure to check this before placing your order if in doubt. 


Why has my gift card not been loaded? 

Many of our gift cards are dispatched unloaded and we ask you to allow up 48 hours from receipt for this to be activated. If, however you have tried to use your gift card after 48 hours and have been advised by the retailer that the gift card has either a zero or incorrect balance, please contact us as soon as possible for further assistance. 

You can also check the balance of some of the gift cards online or by calling the number provided on your gift card. If in doubt, please use these methods to check the balance on your gift card before use. 


Additional delivery fees 

Corrections to addresses – If you have placed your order and have noticed your address is incorrect, please contact us as soon as possible with your order number and correct delivery address. If your order has dispatched before the address has been updated, there may be additional fees incurred to reship your order. 

Country errors – If you order a reward to a delivery address which is different from the country registered to your account, you may be charged additional shipment fees which will either be deducted from your Truck Bucks balance or invoiced to you directly for payment.  If these fees cannot be covered, we may have to cancel your order and refund your Truck Bucks. 

Could not be delivered – If your order could not be delivered and this has been returned, you may be charged restocking and reshipment fees which will either be deducted from your Truck Bucks balance or invoiced to you directly for payment. 



OFFICE HOURS FOR RESPONSES 

Our office hours are Monday to Friday, 9am – 5.30pm (EST), Saturday, 9am - 5pm (EST) and we aim to respond to all questions within 24 hours. 

When a question cannot be resolved the same day, our team will provide updates every 5 working days until your question has been resolved. 

 
HAVING ISSUES LOGGING IN OR REGISTERING? 

Then you can call us Toll-Free: 1-844-727-5590 or contact us at [email protected]