Write to the creator
Reviewed on 5 October 2026
On this page
The one who sells to you in an OnBio store is the creator. For any question about what you bought, you write to the creator. OnBio provides the tools and the creator answers.
From your member area
- 1. Enter your area and click My questions.
- 2. Click New question.
- 3. Type the Subject and the Message, and choose the product if the question is about a purchase.
- 4. Click Send question.
From the store's help page
- 1. In the store, click the help link in the footer.
- 2. Type your Name, your Email, the Subject and the Message.
- 3. Click Send message.
By replying to your purchase email
- 1. Open your order confirmation email.
- 2. Click reply in your email program and write your question.
What happens next
The store receives your message and answers you. If you wrote from your area, the reply appears in your question and we let you know by email. If you wrote from the help page or by email, they answer you by email.
Keep in mind
- Write the order number, which starts with ONB-, if the question is about a purchase.
- A refund is handled faster from the purchase in your area than with a question.
- OnBio cannot answer on behalf of the store. If the store does not answer and your problem is a charge, see I do not recognise a charge.
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Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support