NEOSAVA, A BRAND OWNED BY PT. GILTON PERKASA INDONESIA
1. GENERAL SHIPPING INFORMATION
All orders are shipped from Jakarta, Indonesia.
Delivery timelines, couriers, and shipping fees vary depending on destination and product type.
Semua pesanan dikirim dari Jakarta, Indonesia. Estimasi pengiriman, kurir, dan biaya kirim dapat berbeda tergantung lokasi tujuan dan jenis produk.
2. DOMESTIC SHIPPING (INDONESIA)
A. SHIPPING METHODS
Domestic orders are shipped via:
- JNE
- J&T
- Sicepat
- Sentral Cargo (for heavy items such as yoga mats)
Pengiriman dalam negeri dilakukan melalui:
- JNE
- J&T
- Sicepat
- Sentral Cargo (untuk barang berat seperti matras yoga)
B. FREE SHIPPING POLICY
Free shipping across Indonesia applies to:
- all yoga mat purchases
- minimum order of IDR 499,000
Gratis ongkir seluruh Indonesia berlaku untuk:
- semua pembelian matras yoga
- minimum pembelian Rp499.000
C. PROCESSING TIME
Orders are processed within 1–2 business days.
Orders placed on weekends or public holidays will be processed on the next business day.
Pesanan diproses dalam 1–2 hari kerja.
Pesanan yang dibuat pada akhir pekan atau hari libur akan diproses pada hari kerja berikutnya.
D. DELIVERY TIME
- Jabodetabek: 1–5 working days
- Major cities in Java: 2–8 working days
- Outside Java & remote areas: 3–14 working days
- Jabodetabek: 1–5 hari kerja
- Kota besar di Jawa: 2–8 hari kerja
- Luar Jawa & area terpencil: 3–14 hari kerja
E. DELIVERY RESPONSIBILITY
Once the package is handed to the courier, delivery responsibility transfers to the courier.
Neosava is not responsible for delays caused by weather, logistics congestion, or the courier's internal processes.
Setelah paket diserahkan ke kurir, tanggung jawab pengiriman berada di pihak kurir.
Neosava tidak bertanggung jawab atas keterlambatan akibat cuaca, kepadatan logistik, atau proses internal kurir.
3. INTERNATIONAL SHIPPING
A. METHODS
We ship internationally using EXPRESS services only for maximum safety, insurance, and real-time tracking. Our accredited international courier partners include:
- DHL Express
- FedEx Express
- UPS
- Aramex
- SkyNet Worldwide
- Express
- Saitrans Express
- Tim Express
We choose express couriers to ensure your yoga mats and wellness products arrive safely, quickly, and with full tracking visibility.
Kami mengirimkan pesanan internasional menggunakan layanan EXPRESS saja demi keamanan maksimal, asuransi, dan tracking real-time. Mitra kurir internasional resmi Neosava meliputi:
- DHL Express
- FedEx Express
- UPS
- Aramex
- SkyNet Worldwide Express
- Saitrans Express
- Tim Express
Kami memilih layanan express agar matras yoga dan produk wellness Anda tiba dengan aman, cepat, dan memiliki tracking yang lengkap.
B. SHIPPING FEES & DELIVERY TIMES
Shipping cost depends on:
- destination country
- weight / size of yoga mats (volumetric weight applies)
- courier tariff fluctuations
Estimated delivery time: 3–10 business days.
Biaya pengiriman tergantung:
- pada negara tujuan
- berat atau ukuran matras (termasuk volumetric weight),
- perubahan tarif kurir.
Estimasi waktu pengiriman adalah 3–10 hari kerja.
C. CUSTOM & IMPORT DUTIES
International customers are responsible for all import taxes, duties, and customs fees.
These are NOT included in product prices or shipping charges.
Pelanggan internasional bertanggung jawab atas seluruh pajak impor, bea masuk, dan biaya kepabeanan.
Biaya tersebut TIDAK termasuk dalam harga produk maupun ongkos kirim.
D. INTERNATIONAL RETURN POLICY
All international orders are FINAL. We DO NOT accept returns, refunds, or exchanges for international shipments under any circumstances.
Semua pesanan internasional bersifat FINAL. Kami TIDAK menerima retur, refund, maupun penukaran untuk pengiriman internasional dalam kondisi apa pun.
4. ORDER TRACKING
Tracking numbers will be provided via email/SMS after dispatch.
Tracking updates depend on the courier’s system.
Nomor resi akan dikirim melalui email/SMS setelah pesanan dikirim. Update tracking mengikuti sistem kurir.
5. FAILED DELIVERY / UNREACHEABLE ADDRESS
If the courier fails to deliver due to:
- incorrect address
- customer unavailable
- uncontactable recipient
- refusal to receive package
The package may be returned to sender. Re-delivery costs must be borne by the customer.
Jika kurir gagal mengirim karena:
- alamat salah
- penerima tidak ada
- nomor tidak bisa dihubungi
- penerima menolak paket
Paket dapat kembali ke pengirim. Biaya kirim ulang ditanggung pelanggan.
6. RETURN & REFUND (DOMESTIC ONLY)
A. ELIGBILITY FOR RETURN
We accept returns ONLY for:
- Defective or damaged product
- Wrong item sent
- Significant manufacturing issue
Conditions NOT eligible:
- change of mind
- color variations due to screen display
- minor cosmetic imperfections that do not affect function
Kami menerima retur hanya jika:
- Produk cacat atau rusak
- Salah kirim
- Masalah produksi yang signifikan
Tidak dapat diretur untuk:
- berubah pikiran
- perbedaan warna karena layar
- cacat minor yang tidak mempengaruhi fungsi
B. MANDATORY UNBOXING VIDEO (STRICT POLICY)
All return/refund claims MUST include a continuous, uncut unboxing video, showing:
- sealed package
- full opening process
- product condition clearly
Without video proof, we cannot process any claim. This protects both the customer AND Neosava.
Kami menerima retur hanya jika:
- Produk cacat atau rusak
- Salah kirim
- Masalah produksi yang signifikan
Tidak dapat diretur untuk:
- berubah pikiran
- perbedaan warna karena layar
- cacat minor yang tidak mempengaruhi fungsi
C. TIME LIMIT
Return requests must be submitted within 3 x 24 hours of package delivery.
Permintaan retur harus diajukan dalam 3 x 24 jam setelah paket diterima.
D. CONDITION OF RETURNED ITEM
Returned products must be:
- unused
- unwashed
- unaltered
- in original packaging
- complete with all accessories
Produk retur harus:
- belum digunakan
- belum dicuci
- tidak diubah
- dalam kemasan asli
- lengkap dengan aksesoris
E. REFUND METHOD
Refunds are issued as:
- store credit
- replacement product
Cash refunds are granted only if replacement is unavailable.
Refund diberikan sebagai:
- store credit
- produk pengganti
Refund uang hanya jika produk pengganti tidak tersedia.
7. NON-RETURNABLE ITEM
The following cannot be returned:
- international orders
- sale/discount items
- digital products
- gift cards
- items without complete unboxing video
Berikut TIDAK dapat diretur:
- pesanan internasional
- produk diskon
- produk digital
- gift card
- produk tanpa video unboxing lengkap
8. ORDER CANCELLATION
Orders can only be canceled BEFORE shipping. Once the package is dispatched, cancellation is no longer possible.
Pesanan hanya dapat dibatalkan SEBELUM dikirim. Jika pesanan sudah dikirim, pembatalan tidak dapat dilakukan.
support@neosava.com
Monday–Friday, 09.00–18.00 WIB