SHIPPING POLICY & LOGISTIC INFORMATION
We process orders between Monday and Friday. Orders will be processed within 3-5 business days of CONFIRMED PURCHASE and shipped the next day after the processing day. Please note that we don’t ship on weekends and public holidays that applies in Indonesia and Singapore.
7-20 business days
Due to the impact of COVID-19 on our warehouse and shipping logistic operations, order process and shipping time may be delayed up to an additional 14 business days.
Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.
Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.
Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.
If you don’t receive our Customer Service team’s response for an extended period of time (24 hours on weekdays, 48 hours on weekend), please check your Contact email’s Spam folder. Our emails may have been filtered incorrectly by your email server/provider.
You can contact us via email at [email protected].
At Metalextra.com we strive to make our customers 100% satisfied with the product they’ve purchased from us. If you are experiencing any shipping or products issues, and you’re feeling frustrated, then please send us an email and our team will assist you right away.
Please fill in your address in all details, otherwise the package we mail to you will be returned to us, or we will just ignore your request to save everyone the trouble.
====================> RETURN POLICY <<====================
Not Happy with Your Order
If you are not happy about your purchase, 3 days from date of that you received the product in like-new condition with no visible wear and tear, you (buyer) will be the one who is responsible for paying for the shipping costs for returning item if not covered by our warranty against manufacturer defects and exchange is not due to our error.
Please note: Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product. Shipping costs are non-refundable.
Damaged Items or Low Quality
If the product is defective or does not work properly, please kindly let us know. For the fastest resolution, please contact us via including a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed. We will use this information to help you with your order, and eliminate errors in future.
====================> CANCELLATION <<=====================
1. Cancelling Unshipped-out Orders
If you are cancelling your order which has not yet to be shipped out, please kindly contact us via [email protected] For the fastest resolution, please include your order number. Thanks!
2. Cancelling Shipped-out Order
If you are canceling orders when your order has already been shipped out or on its way to destination, the fault lies in your own decision. For the fastest resolution, please include your order number. Thanks!
====================> Warranty <<========================
This warranty only covers manufacturing defects and does not cover:
Damage caused by accident
Normal wear and tear
Break down of colors and materials due to sun exposure
No returns/exchanges for products with water or elements exposure or logistical or courier fault will be accepted.
====================> REFUND POLICY <<====================
If you feel the product that you’ve purchased does not show the requirements that you initially had as stated on the Purchase Order Form, then you do have the option to request a refund.
Here are the possible circumstances:
If the product you’ve purchased is completely non-functional according to the manufacturer specification.
If you did not receive your product within 90 business days (Batam, Sumatera, Java) after the delivery date from the logistics and payment of your order has been placed. Please Note: Refund will go back to your account at most 14 business days.
You will be responsible for paying for your own shipping costs for returning item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.Thank you!
DAMAGED ITEM / LOW QUALITY
For the fastest resolution, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures are on a flat surface, with the tag and error clearly displayed. We will use this information to help you with your order, and eliminate errors in the future.
You can contact us via email at [email protected]
PT. Indonesia Surya Sejahtera works closely with reliable financial institutions to provide for the security of payment transactions. In addition, PT. Indonesia Surya Sejahtera will put in place procedural and technical standards to protect the security of our Site and all information collected. However, we encourage you to take affirmative steps to protect yourself online, including ensuring that any online account information you have remains secure.
CONNECTION TO OTHER WEBSITES
For purposes of providing preferences and your conveniences, the Site may contain links to other sites that are not owned, maintained, operated, or endorsed by PT. Indonesia Surya Sejahtera and not subject to the same policies. The inclusion of any link to such sites does not imply any recommendation or sponsorship of such sites. PT. Indonesia Surya Sejahtera does not control these third parties and shall not be responsible for any use of information you provide in their sites. To learn more about their activities, please visit their websites and learn the privacy policies.
Semper fidelis + Management of PT. Indonesia Surya Sejahtera
Last updated: 11/05/2020