Frequently Asked Questions

  1. 1. What is TumbuSapa.com?

            TumbuSapa.com is an internet site and e-commerce portal managed by PT Asia Quattro Net and offers special and unique products from Indonesian craftsmen and producer. TumbuSapa.com accommodates the needs for fashion, art craft, cosmetic, body treatment, household utilities, food and book.

For enquiries on media, business and career opportunity, please see our contact.

 

2. Why choosing our online shop?

-    We provide quality products with reasonable and affordable price.

-    TumbuSapa.com products are unique, exclusive and made by Indonesian.

-    We prioritize for the best service. You can ask any information before deciding to buy our product.

-    We maintain the quality of our products. We always make sure the products are in prime condition when we send them to you.

-    Our online store is easy to be explored. If you don't know what you look for, just click “what’s new” to see the latest products or you can choose from a range of categories. 

-    Our online store applied safe payment system and not accessible for account misuse.

-    We are not just selling products. We aim to give updates, tips and to inspire. Just follow us in our social media!

 

3. What is the advantage of having account at TumbuSapa.com?

By having account at TumbuSapa.com you are eligible for a 10% discount voucher when you first register and it can be used to shop at TumbuSapa.com. You can also get the updated information about our latest products and will have the opportunity to get free voucher from our promotion.

 

4. Is TumbuSapa a retail store?

No,  TumbuSapa.com is an online store where you can shop 24 hours. Products can only be ordered through TumbuSapa.com website and we will process your order immediately.

 

5. Where do TumbuSapa.com products come from?

Our products are 100% Indonesian production.

 

6. Do I have to make an account to shop at TumbuSapa.com?

No, You can still shop at TumbuSapa.com even though you don't have an account. But we recommend you to have the TumbuSapa.com account so you can enjoy amazing facilities that we offer for TumbuSapa.com account holder.

 

7. How do I create and edit my account?

To create your account, you can choose LOGIN and then CREATE ACCOUNT. On the CREATE ACCOUNT page, you will be asked to fill your Name, Email Address and Password.

After you create your TumbuSapa.com account, you can edit your account on MY ACCOUNT>ACCOUNT INFORMATION. You can also add delivery address in MY ACCOUNT>ADDRESS BOOK.

 

8. What are the steps to shop at TumbuSapa.com?

You can read How to Oder here.

 

9. Is there a minimum purchase? How much if any?

There is no minimum purchase at TumbuSapa.com.

 

 10. Why don’t I receive confirmation email when I has made the payment?

When you make the payment and confirm it in TumbuSapa.com, a confirmation email will be automatically sent to your email. If you haven't receive it, it is probably because of the filter in your spam. Please check your spam folder.

Please also check if your registered the correct email address. If you still haven't receive confirmation in your email, please contact us.

 

11. How do I pay?

Payment in Rupiah can be transferred to:

 a.     BCA Account Number : 075 336 2000

         Branch :   Sabang

         Account Name: PT Asia Quattro Net

b.     Bank Mandiri Account Number : 115 0050 888850

        Branch : KK Jakarta Green Central City

        Account Name: PT Asia Quattro Net

USD payment can use Paypal that available at CHECK OUT.                     

 

12. Do TumbuSapa.com receive credit card payment?

Not at the moment but we are working on it.

 

13. Do I need to confirm after paying by Bank Transfer and how?

 Yes, you need to confirm after making the payment so we can verify it and process the delivery. You can do so by filling in the confirmation form that is available on TumbuSapa.com.

 

14. How do TumbuSapa.com deliver the product?

After you confirm the payment and we have verify it, we will send Payment Confirmation email which will have the purchase details. We will do the final checking and make sure the product is packed well.  We are using JNE for delivery based on the delivery type you chose on the Delivery menu.

 

15. How long does it take to deliver my purchase order?

Domestic delivery depends on your location and the delivery type you chose on Delivery menu. For more information, please check the Location Estimation.

 

16. Can the product be delivered to address other than my home?

Yes, you can register other delivery address when you do the transaction or you can register it in your account. Our Customer Support will reconfirm the delivery address, especially for food product.

 

17. Can I change the delivery address in a sudden?

You have to contact Customer Support immediately to change the delivery address. Change of address can only be done if the product hasn't been delivered.

 

18. My purchase order has not arrive yet. What should I do?

 There is a tracking number in our package. You can do the tracking with the number. Or you can contact Customer Support to do it for you.

 

19. I want to know status of my order. How can I do that?

You can see the status detail of your order in your TumbuSapa.com account.

 

20. How to cancel my order?

 Order cancellation can only be done by TumbuSapa.com member before the product is delivered. To cancel your order, please contact Customer Support.

 

21. What is the maximum time to complain after product is received?

We will accept your complaint via email/ chat/ phone maximum 2x24 hours after the product is received. You can see our Return Policy for more information.

 

22. What if I receive a wrong product?

We will recheck the product before we send it so we can guarantee that the product you received is what you ordered. But if there is a discrepancy between product received and product ordered, you can contact Customer Support. We will request you to resend the wrong product and we will send the right one. Delivery fee will be covered by TumbuSapa.com.

 

23. Why the product I receive is different with the product details in TumbuSapa.com?

The product colour can differ from the original, depends on your monitor setting and type.

 

24. How can I arrange product return or change?

You can see the Return Policy for more detailed information.

 

 25. After returning the product, how long does it take for TumbuSapa.com to process my refund?

Money refund only applied for product that is no longer available in our warehouse.  The refund process takes maximum of 3 days since product is received by TumbuSapa.com. For more information please see Return Policy.

 

26. How do I know TumbuSapa.com has received the returned product?

We will confirm when we receive the returned product through your account or email and sms.

 

27. How to get voucher?

We give voucher during promotion. When you first open a TumbuSapa.com account, you will get a voucher that you can use for 1 (one) purchase at TumbuSapa.com with the term and condition stated on the voucher. 

 

28. How to use TumbuSapa.com discount voucher?

You can use the voucher when you shop at TumbuSapa.com by filling in voucher code at Check Out.

 

  29. Can voucher be used for discounted product?

No, voucher can not be used during discount promotion. Discount promotion and voucher promotion can not be joined.

 

30. What should I do if I put the wrong voucher code?

You can contact Customer Support to verify voucher code.

 

31. Is the price on TumbuSapa.com include tax?

Yes, the price quoted includes tax

 

32. Where can I find out the latest promotion information?

You can see it in our website main page or to subscribe our newsletter.  

 

33. Do TumbuSapa.com deliver outside Indonesia?

For the time being we don't deliver outside Indonesia.

 

34. The product I want is no longer in TumbuSapa.com catalogue. Can I still purchase it?

To reorder you can contact Customer Support.

 

35.  What is wish list?

Wish list is the product you want to be stored so you can buy it some other time. You can also share your wish list in your social media.

 

36. I want to unsubscribe newsletter email. How can I do it?

Click on Unsubscribe Newsletter at the bottom of the newsletter or you can set it on your account. You will be automatically unsubscribed.

 

37. How to contact Customer Service?

Please contact Customer Service by email to cx@tumbusapa.com, livechat (this facility is in TumbuSapa.com website) or call +6221-52901202.

 

38. When can I contact Customer Service?

You can contact Customer Service during workday, Monday to Friday, 09.00-17.00 WIB.

Our Customer Service doesn't work on national holidays and joint leave. If you want to contact our Customer Service at the above time, please email us.

 

39. What is live chat? How to use it?

Live chat is the facility in TumbuSapa.com website that enable you to chat directly with our Customer Support team. You can ask anything you wish to know about TumbuSapa.com and our products.

 

40. How to use live chat feature?

You can click “Live Chat” and you will be connected to our Customer Service and if our staff is handling other customer, you will be asked to wait or leave message through email.

 

41. Can I be a reseller for TumbuSapa.com?

Yes, you can contact us for reseller program.