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Welcome to Itacho Sushi's FAQ and Support Page.

Below are some of the most commonly asked questions or issues faced which may help you.

 

Can't find your question?

Tell us more here and we will get back to you within 3 working days. 

We're Here To Help. How May We Assist You?

Reservations

Do You Accept Reservations?


Yes, reservations could be made simply by calling your outlet of choice. Kindly refer to the " Locations" page for the list of our outlet's phone number.




Is There A Minimum Spend For Reservations?


Yes, there is. *Min Spend of $50 per pax would be required at the ION Orchard outlet **Min Spend of $25 per pax for all other outlets




Can I Place An Online Reservation?


We regret to inform that we do not accept online or email reservations at the moment. Kindly call your preferred outlet to place a reservation. Our list of outlet phone numbers could be found here.




Where Are You Located and/or What's Your Operating Hours?


You could refer to our list of outlets and their operating hours over here.




I Want To Make A Reservation But Not Incur Minimum Spend.


To avoid disappointment, you may also visit our outlets before peak hours so as not to incur minimum spend requirement when making a reservation over the phone.





Membership & T&Cs

How Do I Renew My Membership?


Membership renews automatically before expiration when the user account has at least 10 Itacho Dollars (points) in his/her account balance. Members will receive a push notification before expiry. Renewals are available from Dec to Jan yearly (1 month before if chosen to renew manually).




Why Are My Points Not Credited?


We regret to inform that in the event where customers request staff to order food from the Point-Of-Sale (POS) system, even if there are other items ordered via the Itacho Sushi mobile app, customers would not be awarded any points. Otherwise, in such rare situations, kindly drop us an email on with a screenshot on the approved transaction or receipt as well as the user account's email address. Assistance would be provided upon 3~5 working days.




I Have 23 Itacho Dollars, Why Can I Only Redeem A $20 Rebate?


Redemption of rebates is only available in the denomination of $10, $20, $50, $100 and $200. Only one redemption can be applied on one transaction. For 23 ITC$, the user can choose to redeem $20 OR $10 and leave $10 for the next visit.




How Do I Redeem My Itacho Dollars (Points)?


Only members can redeem 1 Itacho Dollar for every $10 spent per dine-in receipt. Takeaway receipts are not valid. E.g. You have 12 points as a non-member, and spent $120 at Itacho, where you will earn 12 points. Your account: 12 points + 12 points - 20 points + 10 points = 14 points remaining Simply tap on Itacho Dollars Redeem > underneath the membership name. Alternatively, as you checkout while dining in, you may tap on Redemption Option which will also redirect to the redemption page.




What Are The Benefits Of The Membership?


Members will enjoy a one-time 15% off regular items birthday discount on their birthday month. The discount is only applicable towards non-promotional items and are not valid with takeaways. Members will also accumulate Itacho Dollars for redemption to offset the total dine-in bill. How To Use The Birthday Discount For dine-in, you will only see after order is sent. For takeaway orders, it can be seen before sending order. Feel free to reach out to our service staff should you require further assistance.




How Do I Become A Member And Accumulate Itacho Dollars (Points)?


Once registered, customers can start accumulating Itacho Dollars (points) to become a member. New member registration requires 20 Itacho Dollars and 10 Itacho Dollars will be re-credited back to the user’s account once they become a member. Each time you visit your nearest Itacho outlet, you may use our Itacho Sushi mobile app to order and make payment so as to accumulate points. For every $10 spent, you will earn 1 Itacho Dollar. No scanning of receipts is required.




How Do I Register Or Sign-Up?


Customers can only register and become our member (once 20 Itacho Dollars / points) have been accumulated via downloading the Itacho Sushi mobile app on App Store or Play Store.




How Long Is My Membership?


Membership is strictly valid for a year from a date of becoming a member once you have accumulated 20 Itacho Dollars (points) in the registered account.




Terms & Conditions


1. Points accumulations are strictly for customers with a user account registered on our Itacho Sushi Mobile App, applicable for both dine-in and takeaway only. Deliveries are not applicable. Itacho Sushi does not recognize points accumulation for user accounts that are registered after the dine-in or takeaway date. Points are also not allowed to be transferred from one account to another to prevent fraudulent happenings. Exception to points accumulation include open kitchen items - items not available on app. Customers may request for staff's assistance, however, in the event where customers request staff to order food from their mobile device, the points will be forfeited. 2. Renewal of membership would require 10 Itacho Dollars from the existing member account. The remaining Itacho Dollars will then be carried forward to the renewed membership account. 3. Every Itacho Dollar is worth $1 rebate. Receipts cannot be combined for claiming points. Rebates come in the following denominations: $5, $10, $20, $50, $100, $200 and $500. The Itacho Dollar rebate system is strictly for members only. Redemptions are only valid for dine-in and not for takeaways or deliveries. 4. Itacho Sushi reserves the rights to amend the terms and conditions without prior notice.




Will My Itacho Dollars (Points) Expire?


For account holders (non-members), points accumulation will not expire. For members, once your membership expires and you do not have at least 10 points to renew for membership, the remaining points will be settled to 0 and expire automatically.




I Forgot My Account Password. What Should I Do?


Simply tap on "Forget Password" at the Sign In page in Itacho Sushi mobile app and you will receive a "forget password" email in the email address you have registered. We do not recommend that you authorise another person to request for or reset your Itacho Sushi account password, and not to share your account information with others in case of fraudulent happenings, as your Itacho Sushi account information is confidential.




I Forgot My Account Email. What Should I Do?


In such rare situations, kindly drop us an email with the mobile number you have registered for us to trace back. Assistance would be provided upon 3~5 working days.




I Cannot Change My Particulars In-App. How Do I Change It?


Change Email Address Please contact us here with your current account's email address under the Email field and let us know the new preferred email address you would like to change to under the Type your feedback and inquiry field. Change Contact Number Please contact us here with your current account's mobile number under the Phone field and let us know the new preferred mobile number you would like to change to under the Type your feedback and inquiry field. We will get back to you within 3 working days.




Can I Transfer My Itacho Dollars / Points to another family member / friend / spouse / person's account?


No, transfer of points are strictly not allowed from one account to another to prevent fraudulent happening. Itacho Dollars / points are strictly awarded only for your own dine-in / takeaways, to the mobile / email address that was used to place order. If any member is found using receipts other than those for his / her own dine-in / takeaways, Itacho Sushi reserves the right to ban the customer from using the app.




I Think My Itacho Sushi Account Has Been Used By Others / Misused / Hacked


We do not recommend that you authorise another person to request for or reset your Itacho Sushi account password, and not to share your account information with others in case of fraudulent happenings, as your Itacho Sushi account information is confidential.

Simply tap on "Forget Password" at the Sign In page in Itacho Sushi mobile app and you will receive a "forget password" email in the email address you have registered.




How Do I Check If My Points Have Been Credited?


Simply tap on Redemption Records in our Itacho Sushi mobile app to check your earned and used points.





Payment

I Did Not Receive A Copy Of My Receipt. Please Provide Me A Copy.


Please share with us the following details here and we will get back to you within 3 working days: - Date of Visit - Time of Visit - Approximate total amount spent (under Receipt / Bill Number field) - Outlet Visited - Last 4 Digits of Card Used and if you would like to collect the original copy, when and which outlet would be convenient for your collection (under Type your feedback / inquiry field)




I Was Double Charged / Charged Multiple Times. Please Refund Me.


In such rare situations, kindly drop us an email here with the following details: - Date of Visit - Time of Visit (approximate check-out time) - Receipt / Bill Number or Total amount charged - Outlet Visited - Last 4 Digits Of Card Used (under Type your feedback / inquiry field) Assistance would be provided upon 3~5 working days.




How Do I Make Payment In-App For Dine-In?


Step 1: Select Pay Step 2: Read the reminder and tap OK Step 3: Select Payment Mode - Online VISA / MasterCard Payment Step 4: Select Payment Card (You will have the option to store a maximum of 2 Visa / MasterCards into the account. If you have more than 2, you will have to delete 1 of the cards) Step 5: Please wait while we process the payment and DO NOT click "Back", "Refresh" or exit the app before payment status is complete. Upon successful payment, the app will redirect back to the payment information page. Step 6: Payment has been successfully made. Please wait for our service staff to pass you your receipt. Thank you!




I Cannot Change My Credit Card In-App. How Do I Change It?


Simply swipe left to delete the existing card and key in the new card details under "My Cards".




How Do I Make Payment In-App For Takeaway?


Step 1: Under "My Order", Select Payment Mode - Online VISA / MasterCard Payment Step 2: Select Payment Card (You will have the option to store a maximum of 2 Visa / MasterCards into the account. If you have more than 2, you will have to delete 1 of the cards) Step 3: Please wait while we process the payment and DO NOT click "Back", "Refresh" or exit the app before payment status is complete. Upon successful payment, the app will redirect back to the payment information page. Step 4: Under Pre-Order / Takeaway, you will be able to see the upcoming collection details. Step 5: Under Order Details, you will be able to see the items you have ordered.




Which Of Your Outlets Accept CapitaVouchers?


The following non-Capitaland malls that we are located at do not accept CapitaVouchers. Other outlets do accept CapitaVouchers. 1. Jewel Changi Airport #B2-210 2. City Square Mall #04-12 3. Novena Square 2 #02-88 Feel free to reach out to our service staff should you require further assistance when making payment with the vouchers at the counter.




I Cannot Make Payment In-App.


We regret to inform that our Online Visa / Mastercard payment gateway is unable to support Citibank cards. Otherwise, in such rare situations, kindly drop us an email here with the following details: - Date of Attempt - Time of Attempt (approximate check-out time) - Email address / Mobile no. used to attempt - Type of Operating System - iOs / Android (under Receipt No. & Total Amount Spent field) - Outlet Attempted - Please also indicate if you were able to enter any credit card information before facing the issue, and the type of bank's card used (under Type your feedback / inquiry field) Assistance would be provided upon 3~5 working days.





Takeaway / Delivery / Menu / Promotions

Where Can I View Your Menu?


Our full menu could be viewed here Alternatively, you could download our mobile app by searching "Itacho Sushi" on the App Store/Play Store to view our menu in real-time.




Do You Deliver?


We do deliver via our delivery partners - Deliveroo, Foodpanda and GrabFood here Kindly note that delivery radius is 3km from the respective outlets on our delivery partners, and this radius is preset by them. Our operating hours on our delivery partners are from 11.00am - 9.30pm daily.




My Favourite Dish Is Always Out Of Stock.


We would highly recommend you to check out the dish you have enjoyed on our Itacho Sushi mobile app for the outlet you intend to visit for its availability, before heading down to the outlet to avoid disappointment.




All Promotions - Terms & Conditions


Actual dish presentation may differ from photos shown.
照片仅供参考,菜肴以实物为准。
All prices are in SGD, subject to 10% service charge & 7% local government taxes.
所有价格的货币单位均为新加坡元,且需加收10%服务费和7%地方政府税。 The management reserves the right to amend the terms and conditions without prior notice. 本公司有权修改条款而不作另行通知。




Do You Accept Takeaways?


Takeaway orders could be placed via our mobile app and collected from your outlet of choice.




Why Are The Prices For Dine-In And Takeaway Different?


Discounted price under the “Promotion” category is only valid for dine-in. We would like to apologize for the inconvenience caused on this matter and hope to serve you better the next you visit Itacho Sushi.





Gift Vouchers

Do You Sell Gift Vouchers? How Do I Purchase Them?


Yes, we do sell gift vouchers. To purchase, simply email us the following details and we will get back to you within 3 working days.

  • Denomination you prefer (denominations come in $20, $50 and $100)
  • Quantity you are looking at to purchase
  • Preferred date, time and outlet of collection for the vouchers
For overseas customers, we would require a pre-payment via telegraphic transfer to our bank account as follows. Collection of vouchers to be done by the receiver residing in Singapore. Bank Account Name: ITACHO PTE LTD Bank Account No: 534815428001 Swift Code: OCBCSGSGXXX Account Address: OCBC Bank, 65 Chulia Street, OCBC Centre Singapore 049513 Front and Back View of Gift Voucher Sample




Gift Vouchers T&Cs


Terms and conditions

  1. Valid for 1 year from date of issue.
  2. Cash Voucher cannot be exchanged for cash or credited to any account.
  3. Any unused amount / value of the Cash Voucher is non-refundable in cash or other means.
  4. Cash Voucher is non-renewable upon expiry. Expiry date is final.
  5. Cash Voucher will be considered null and void without the Date of Issue and Authorised Signature and other authentication signs or if tampered with.
  6. Itacho Pte Ltd reserves the right to amend the terms and conditions without prior notice.





OUR DELIVERY PARTNERS

Hungry? Tap on any of them to order now!

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2009 - 2021  |  Itacho Sushi (SG)

Member of Taste of Japan Group