FAQ

Hello. What can we help you with?

What if I need to modify my order?

You can cancel items or orders that haven’t entered the shipping process yet. If you already have an account in Metalextra.com, you can do this simple steps;

  1. Go to Your Orders and select the order you want to cancel.
  2. Select the check box next to each item you want to remove from the order. To cancel the entire order, select all of the items.
  3. Select Cancel checked items when finished.
 

After submitting the cancellation, we’ll send you a confirmation message to the email address on your account.

You can also confirm that the order was canceled by visiting Your Orders. If you see the order in the Cancelled Orders section, it was successfully canceled.

If your order shipped directly from METALEXTRA and can’t be modified, you may refuse the package or return it using our Online Returns Center.

What if I need to change my shipping address?

Sellers can’t change the shipping address for you once you’ve submitted your order. If you need to update the shipping address and the item hasn’t shipped yet, you’ll need to request a cancelation and order again.

Can I get same day delivery?

Same day delivery is currently applied on the Batam city area only. If the item hasn’t shipped yet, you’ll need to request a cancelation and order again.

What if I need to add other products after payment?

Sellers can’t modify the order list after payment or after you once you’ve submitted your order. If you need to update additional item that hasn’t shipped yet, you’ll need to request a new order again and repeat the process.

What if I need to change my payment details?

At Metalextra, order considered as a final order ONLY after the payment has been made according to the mutual agreement. Updating a payment method in your Your Payments won’t change the payment method on any open orders you’ve placed. To change the payment method for an open order go to Change Your Order Information.

To manage payment methods:

  1. In Your Account, select Your Payments.
  2. Do one of the following:

    • To add a payment method, select the relevant link under the payment method that you want to add.
    • To edit or remove a payment method, select the drop-down arrow beside the relevant payment method and select Edit or Remove.
  3. Follow the on-screen instructions.

Note: Credit cards companies do not automatically restrict the types of products you can purchase with the card. Purchasing ineligible products or services with the card may require you to report them and pay additional taxes. Contact your plan administrator or employer for more information.

Can I buy on a credit loan?

Yes you can. But, such facilities are limited to companies operated in Batam city island of Indonesia. We certainly entertain such request based on certain percentange of down payment and the consent letters of approval by financier institution.

Payment on Credit cards also allowed, however it should adhere to the Delivery order documents.

Purchasing ineligible products or services in Metalextra.com may require you to report and pay additional taxes. Contact your plan administrator or employer for more information.

What is the return terms and warranty policies?

Returns and warranties term are available in further details in here

What if the product that I order requires installation and commissioning?

When you receive your new equipment or machineries that require tuning and commisioning from Metalextra, the delivery personnel will help you inspect and install it.

At the time of delivery:

  1. Inspect the package for damage.

  2. Inspect the item for damage after it has been unboxed.

  3. Check that the product name and model number match your order confirmation.

If you received the wrong item or it arrived damaged, tell the delivery personnel, and don’t accept the delivery. The delivery personnel will contact Metalextra Customer Service, and assist you in scheduling the delivery of a free replacement or a refund.

If you want to return the item after installation is complete, Metalextra will accept the return for up to 30 days. If the item isn’t in acceptable working condition due to damage or defect, you’ll be eligible for a free repair, return, or replacement of the product and associated services.

If the item is installed and confirmed to be in acceptable working condition but you’d still like to return it, you’ll be charged for return shipping and won’t be refunded the cost of installation and labor. We’ll deduct these costs from your total refund amount.

NOTE: The product may arrived faster that the personnel, kindly wait for the commissioning personnel to do their job, unless of course you did not require their labor in the first place.

Is there any cost in returning the items?

You’ll be charged a single flat fee for each return shipment, plus a smaller fee for each item in that shipment. In each return shipment, the item with the highest per-shipment cost determines the per-shipment fee; per-item charges are applied according to the products you’re returning. You can return items from different orders in the same package through Your Orders.

Still have a question?

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