FAQs

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Below are frequently asked questions, you may find the answer for yourself

Got a question? We’re here to answer! If you don’t see your question here, drop us a line on our Contact Page.[/vc_column_text][/vc_column][/vc_row][vc_row css=”.vc_custom_1530175907682{margin-bottom: 0px !important;}”][vc_column css=”.vc_custom_1530175901312{margin-bottom: 0px !important;}”][vc_accordion active_tab=”” title=”Orders”][vc_accordion_tab title=”Can I place a custom order?”][vc_column_text]Definitely, we are able to make custom products. However, the minimum quantity may required and we would be happy to discuss with you in advance.

Please contact us for further assistance.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”How do I check the status of my order?”][vc_column_text]You can check the status of your order by entering your order details on the Orders page.

Click on the order number and you will see the order status in the top right corner. If you do not know your order number, you can locate it by looking at your order confirmation email.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”Where can I see my previous orders?”][vc_column_text]Your previous orders are available in your Orders.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”How do I cancel an item or order?”][vc_column_text]We’re sorry, but customer can NOT cancel a complete purchased of an item. Moreover, if any cancelation of the preorder items after deposit will be addressed to NO any deposit refund at the end.

If you have any concerns, please contact us.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”What is the lead time in production?”][vc_column_text]The production time depends on the products you order. The estimated delivery time is indicated per product. If you order multiple products with different delivery times, please use the longest indicated delivery time. — Basically for order 1x 20ft container we stipulate 9-10 weeks to prepare.[/vc_column_text][/vc_accordion_tab][/vc_accordion][/vc_column][/vc_row][vc_row css=”.vc_custom_1531362401049{margin-bottom: 0px !important;}”][vc_column][vc_accordion active_tab=”” title=”Payment”][vc_accordion_tab title=”When will I be charged for my order?”][vc_column_text]Once you have placed an order, you will be given options to choose payment methods available along with the instruction on the Checkout page.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”What methods of payment do you accept?”][vc_column_text]TROPICALLEY accepts other payment method using direct bank transfer (Telegraphic Transfer) or Wise as international payment gateway.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”Does TROPICALLEY charge sales tax?”][vc_column_text]TROPICALLEY included sales tax on products prices.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”How do I apply a Promotion to my order?”][vc_column_text]On checkout, you can enter your Promotion Code under the Order Summary section. Once entered, click APPLY.[/vc_column_text][/vc_accordion_tab][/vc_accordion][/vc_column][/vc_row][vc_row css=”.vc_custom_1624882506292{margin-bottom: 0px !important;}” el_id=”return”][vc_column][vc_accordion active_tab=”” title=”Returns & Exchanges: Online Purchases”][vc_accordion_tab title=”Damaged, missing items or incorrect items”][vc_column_text]We take pride in the quality of our products and the condition in which they arrive to you. If something isn’t right with your order, simply contact us to tell us what happened. We will contact you directly to resolve the issue.

Please be informed that items travelled for days or even weeks and handled by many hands. That is why we need to investigate the causes of wrong or damaged items first.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”What is your return policy?”][vc_column_text]We accept returns on most product within 30 (thirty) days of delivery.

Please note items that are marked “Final Sale,” “Clearance,” or “On Backorder” are not returnable. All items that are not eligible for return will be marked as such on the product’s description page. Exchanges are not available at this time.

To be eligible for a return, your item must be unused, unaltered, free of damages by the customer, and in the same condition that you received it. Also, your item must be in the original packaging and needs to have the receipt or proof of purchase.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”How will I know when my return has been received?”][vc_column_text]After we receive your return and confirm that all items are in saleable condition your refund will be processed in 10-15 business days back onto the original form of payment used to place the order.[/vc_column_text][/vc_accordion_tab][/vc_accordion][/vc_column][/vc_row][vc_row css=”.vc_custom_1593324276611{margin-bottom: 0px !important;}” el_id=”shipping”][vc_column][vc_accordion active_tab=”” title=”Shipping & Delivery”][vc_accordion_tab title=”Is the price on website including shipping cost?”][vc_column_text]Price shown on the website is in Incoterm: EXW Bali, means does NOT include Shipping Cost. — Shipping cost is calculated separately once everything has been packed and scaled properly.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”Where do you ship the products from?”][vc_column_text]Basically we ship the goods from our warehouse in Bali, Indonesia.

The nearest Airport is I Gusti Ngurah Rai, Bali. Meanwhile the nearest Sea Port is Surabaya, East Java.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”Do you accept international shipping addresses?”][vc_column_text]Yes, we can ship just about anywhere.

However, please note that: we are NOT shipping company. Shipping cost is calculated once everything has been packed and scaled properly.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”How do you shipped the order?”][vc_column_text]Please Note: We are not a Shipping Company.

We use a variety of shippers, however, we would recommend CARGO KITA as they offer a complete service with regard to shipping your goods home to you. We do not sell LCL. Our minimum order quantity is a 20 feet container. Should you purchase a partial container whilst shopping in Bali then they are the suitable company to talk to.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”I have not shipped from Indonesia before – will you help?”][vc_column_text]Yes we can. Our preferred shipping company in Bali is CARGO KITA. We will coordinate with them on your behalf or you may prefer to appoint your own shipping agent.
Shipping payment is not required upfront until your goods are ready to be shipped. The shipping agent will bill you directly.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”How are the products shipped?”][vc_column_text]Full Container Loads (FCL) or Less Container Loads (LCL).
The most cost effective way to ship is by FCL. The cost is inclusive of all fumigation and export documents.

20 feet container (capacity 33.0 cubic meters).
40 feet container (capacity 67.0 cubic meters).
40 feet container High Cube (capacity 76.0 cubic meters).

[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”Do I need to buy a whole container load?”][vc_column_text]Our minimum order quantity is a 20 ft container or US$ 3,500. If your orders have reached US$ 3,500 but the volume is less than 20 ft container, then you should purchase LCL shipment. Naturally, the more items – the more cost effective.

For further information about shipping, please feel free to contact CARGO KITA at your convenience.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”What about the import duty and clearing costs at my end?”][vc_column_text]Import duties and taxes are the responsibility of the customer. We do NOT control all the destination local charges.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”How long does the shipping take to arrive at my Port?”][vc_column_text]Shipping time will depend on the destination. We will inform you of the lead-time along with our product and approximate shipping quotation.[/vc_column_text][/vc_accordion_tab][vc_accordion_tab title=”How can I track my package?”][vc_column_text]For Air Freight shipment, a selected courier tracking number will be emailed to you once your item(s) have been dispatched from our warehouse.

Meanwhile, for Sea Freight shipment, it can be tracked depends on the Shipping Liner you use upon the Bill of Lading (B/L) has been released.

For any further enquiries, please contact our concierge team via email at info@tropicalley.com or by WhatsApp at +62-821-3875-2238[/vc_column_text][/vc_accordion_tab][/vc_accordion][/vc_column][/vc_row]