Shipping policy

Shipping Policy

 

1) Processing Times

  • Ready-to-ship items: 1–2 business days to hand over to the courier.

  • LAB / Custom orders:

    • Price review & invoice: within 24 hours of order.

    • Production starts after payment is received.

    • Typical lead time: 5–10 business days (may vary by complexity).

  • Orders placed after 12:00 (noon) or on weekends/public holidays are processed on the next business day.

You’ll receive a tracking link by email once your parcel has been dispatched. Tracking may take 24–48 hours to update.

2) Domestic Shipping – Indonesia

  • Couriers: We use trusted domestic partners such as JNE, J&T, SiCepat, TIKI, and POS Indonesia.

  • Estimated transit times:

    • Greater Jakarta & Java: 1–3 business days

    • Sumatra / Bali / Sulawesi / Nusa Tenggara: 2–6 business days

    • Kalimantan / Maluku / Papua: 4–10 business days

  • Rates: Calculated at checkout based on destination, weight, and service selected.

  • Free shipping: Available for orders over IDR [xxx,xxx] (after discounts), Indonesia addresses only.

  • Cash on Delivery (COD): Not available.

  • P.O. Boxes: Not supported by most express couriers; please provide a full street address.

3) International Shipping

  • Carriers: DHL Express, FedEx, UPS, Aramex, or EMS via the national postal network (service depends on destination).

  • Estimated transit times:

    • Express: 3–7 business days

    • Economy / Postal: 7–21 business days

  • Duties & Taxes: International orders are shipped DDU (Delivered Duties Unpaid) unless stated otherwise. Import duties, VAT/GST, brokerage, and any customs fees are the recipient’s responsibility and are not included at checkout. Customs processing can add 0–14+ days depending on your country.

  • Remote areas: Surcharges may apply. If applicable, we’ll contact you to confirm before shipping.

  • P.O. Boxes / APO/FPO: Not supported for express couriers; use a physical address.

4) Address Changes & Order Edits

If you need to correct your address, contact us at [your email] as soon as possible with your order number. We can update details before the parcel is shipped. After dispatch, changes are not guaranteed and re-routing fees (if any) are the customer’s responsibility.

5) Delivery Issues (Loss/Damage/Delay)

  • Please inspect your parcel upon delivery. If items are missing or damaged, email [your email] within 48 hours with photos of the packaging and product.

  • Lost-in-transit claims must be reported within the courier’s claim window (typically 7–14 days from the last scan). We’ll help file a claim and keep you updated.

  • Weather, customs inspections, or courier backlogs can cause delays beyond our control.

6) Undeliverable / Return-to-Sender

Parcels returned due to incorrect address, unclaimed delivery, refusal to pay duties/taxes, or multiple failed delivery attempts can be re-shipped after we receive them back. Re-shipping fees and any return charges from the courier are the customer’s responsibility. Original shipping fees are non-refundable.

7) Split Shipments

Your order may ship in multiple parcels to meet lead times or stock availability. You’ll receive a tracking number for each parcel.

8) Pre-orders & LAB/Custom Timing

If your cart includes pre-order or LAB/custom items, we may ship once all items are ready unless you request separate shipments (additional shipping fees may apply). For LAB/custom, production begins after invoice payment is confirmed.

9) Shipping Restrictions

We do not ship to countries under embargo/sanctions or locations where carriers cannot provide service. If we’re unable to ship to your address, we’ll notify you and provide a refund for the unshipped items.

10) Contact

Questions about shipping? We’re here to help: [your email]
(Please include your order number in the subject line.)