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Frequently Asked Questions

FAQ’s (Frequently Asked Questions) and Terms & Conditions

PLEASE READ THE FAQ’S AND TERMS & CONDITIONS CAREFULLY. YOUR USE OF THE SITE CONSTITUTES YOUR ACCEPTANCE OF THE TERMS OF USE.  DO NOT USE THE SITE IF YOU ARE UNWILLING OR UNABLE TO BE BOUND BY THE TERMS OF USE.

Ordering

What is a successful order?
An order is made after the customer completes payment through the payment gateway or alternative payment methods (i.e. manual bank transfers). Once this process finishes, an email will be sent to the customer to confirm an order is successfully made. Then, the item(s) will be shipped via the shipping company. Order status can be viewed from the order history after logging in.
Why do I have to register or log in to the website to place an order?

You have to register (for a new customer) or log in so that you can view the status of your order. When the package is shipped you can track your package.

What is Backorder?

When a product is sold out/not in stock, you can contact us or send an email to cs@number1-hobby.com to order the item.  Please specify the description, item number, and quantity.  We will get back to you and explain about the item's availability.

Can I cancel an order?

No, once a successful order is made you cannot cancel your order. See above regarding Successful Order.

Do you provide refund or exchange?

At this moment, we do not provide refund or exchange.

What if the items delivered are damaged? Do you provide an exchange?

The issue will be processed on case by case basis. We generally perform a quality control process on each item prior to shipment. If an item is damaged on arrival, please immediately (within 24 hours of receiving package) send us high quality pictures of the item and the packaging by email and explain in detail to us the item’s condition. We will try to determine whether the damage is due to a manufacturing defect or the shipper’s fault. In your email, please include: Order ID Item stock number Arrival date JNE slip

 

Shipping and Handling

When is my order shipped?

Orders made Monday to Friday between 9 a.m. and 4 p.m. (GMT+7 or Bangkok/Jakarta time) generally will ship on the same day. Orders made Monday to Thursday after 4 p.m. (GMT+7 or Bangkok/Jakarta time) generally will ship the next day. Orders made Friday after 4 p.m. to Sunday 11:59 p.m. (GMT+7 or Bangkok/Jakarta time) generally will ship the following Monday.

*During holidays or unexpected spikes in order volume, it may take us a bit longer to get your order out.

What are my shipping and handling fees?

During the checkout process, you shipping fees will be calculated. Your shipping fees are estimated using shipping estimator based on the combination of weight and dimension of your package. We will try our best to combine multiple items into one efficient shipping package.

Can you provide a shipping tracking number?

Yes, we provide a tracking number. We generally use JNE as our shipping company. Every shipment by JNE will be accompanied by a tracking number that can be traced on JNE website.

Do you provide store pickup?

No, currently we only ship our products to you.

 

Payment

What type of payment do you accept?

We accept payment using Visa and MasterCard credit cards, ATM transfers, and Mandiri Bill Payment.  Your payment details are directly handled by Veritrans, our payment gateway, with secure encryption and under strict banking standards. Your card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank.

Credit Card Payment Process

  1. Select Credit Card for payment type
  2. Type in your credit card number, expiration date, and CCV code
  3. Ensure all information is correct before continuing to the 3D Secure step
  4. One Time Password (OTP) will be sent to the mobile phone linked to your credit card
  5. Type in the OTP to the 3D Secure page
  6. Your payment process is done
  7. Confirmation email will be sent to you
ATM Transfer Process
  1. Select Bank Transfer/Virtual Account for payment type
  2. Write down the provided 16 digit virtual account and payment amount
  3. Use ATM from ATM Bersama/Prima/Alto to finish your payment
  4. Enter your PIN
  5. In main menu select 'Others'
  6. Select 'Transfer' and then 'Other bank account'
  7. Enter Bank Permata code '013' followed by the 16 digit virtual account
  8. Enter the payment amount and select 'Correct'
  9. Ensure your payment amount and 16 digit virtual account are filled in and select 'Correct'
  10. Your payment process is done
  11. Confirmation email will be sent to you
Mandiri Bill Payment - only for Mandiri account holders
3 payment channels (Internet Banking, SMS Banking, and ATM Mandiri)
  1. Select Mandiri Bill Payment for payment type
  2. Write down the provided payment code
  3. Use ATM Mandiri to finish payment
  4. Enter your PIN
  5. Select 'Bayar/Beli', then select 'Lainnya'
  6. Select 'Multi Payment'
  7. Enter '70012' as Veritrans' (our payment gateway) code
  8. Enter the provided payment code, select 'Benar'
  9. Ensure your payment detail is correct and enter the item for payment, then select 'Ya'
  10. Your payment process is done
  11. Confirmation email will be sent to you
What if I am charged incorrectly?

First, please contact your bank for any incorrect amount of charges.  Once your bank determines the error is on us, please contact us immediately by email and include Order ID, items received, price of each item, shipping fees, and total amount of charges.  Then we will determine if there is an error in prices.  For any discrepancy related to foreign currency conversions, see Currency Conversion below.

 

Currency Conversion

What is your main currency?

Our products are priced based on our local Indonesian currency (Rupiah).  The US$ converted prices are used as an estimation only for international customers.  The conversion rate estimation we use is based on XE.com.  The final conversion rate for every transaction will be determined by the clearing bank.  Number1-hobby.com is not liable for the relationship between the customer and his bank.

 

Lost Package

We do not consider a package lost until you have confirmed with the shipping company.  Once a package is determined lost by the shipping company and if it does not provide any resolution, please contact us immediately (within 7 working days of lost package confirmation by the shipping company).  We are not responsible for packages that are not received properly at your address, not picked up in time at your address, or have the incorrect address.

 

Wrong Items Received

If you have received a package that is incorrect or incomplete, you must do the following within 24 hours of receiving package:

  1. Do not throw any of the packaging or product materials away. Keep the entire package 100% as you received it.
  2. Weigh your package and its contents.
    Photograph the package and its contents. The photo must show products and packaging clearly.
  3. Email Customer Service (cs@number1-hobby.com) with the following information
    1. Order ID
    2. Package Weight
    3. Problem with order:
    4. Attach photos of the package and contents

Failure to follow the procedures above will result in a rejection of the claim.

*Never accept a package that is crushed, damaged or has been left open, possibly allowing contents to fall out.

 

 Please see our Terms & Conditions for further information.