Shipping policy
Last updated: August 24, 2026
We process payments securely through DOKU. Your order enters our processing queue only once payment is confirmed — not simply once it's placed:
- Card and e-wallet payments (OVO, ShopeePay, etc.): typically confirmed instantly.
- Bank transfer / Virtual Account payments: can take up to 1x24 hours to confirm, depending on your bank.
- QRIS: typically confirmed instantly.
Orders paid via bank transfer or Virtual Account may show as "pending" until payment clears — this is normal, and your processing time (below) begins from the confirmation, not the order timestamp. We do not offer cash on delivery (COD).
Processing Time
Once payment is confirmed, orders are prepared and dispatched within 1–3 business days (Monday–Friday, excluding public holidays). Made-to-batch or pre-order items may take longer — this will be noted on the product page.
Shipping Methods & Rates
- We ship within Indonesia and to select destinations outside Indonesia. If we don't yet ship to your country, this will be indicated before you can complete checkout.
- Shipping rates are calculated at checkout based on your delivery address and package weight, via our regional courier and logistics partners.
- For select areas (e.g., within Jakarta Metropolitan Area), domestic orders may be fulfilled through our own self-delivery service instead of a third-party courier.
Estimated Delivery Times
| Destination | Estimated delivery (after dispatch) |
|---|---|
| Jakarta Metropolitan Area | 1–2 business days |
| Java (outside Jakarta Metropolitan) | 2–4 business days |
| Outside Java | 3–7 business days |
| Southeast Asia (e.g., Singapore, Malaysia) | 4–8 business days |
| Rest of Asia | 5–12 business days |
| Oceania (Australia, New Zealand) | 7–14 business days |
These are estimates from our courier partners, not guarantees — delivery can be affected by weather, holidays, courier capacity, or customs processing at the destination country, especially during high-volume periods (e.g., Ramadan, year-end).
Order Tracking
Once your order ships, you'll receive a tracking number by email and/or WhatsApp. Please allow up to 24 hours for tracking data to update after dispatch.
Shipping Address Accuracy
Please double-check your shipping address at checkout. We're not responsible for delays, misdelivery, or lost packages caused by an incomplete or incorrect address. If you notice an error after placing your order, contact us immediately — we can only amend it before the order ships.
Lost, Delayed, or Damaged Shipments
- If your order hasn't arrived within the estimated window, contact us at sales@aitenkids.com or WhatsApp +62 813 6791 8212 with your order number, and we'll open an investigation with the courier. You may also contact us through Facebook Messenger or Instagram Direct through our respective social media pages.
- If your package arrives visibly damaged, please photograph it (including packaging) before opening and contact us within 48 hours — see our Return & Exchange Policy for next steps.
- For packages confirmed lost in transit by the courier, we'll arrange a replacement or refund at no additional cost.
Failed Delivery / Unclaimed Packages
If a package is returned to us due to an incorrect address, refused delivery, or an uncollected pickup, we'll contact you to arrange redelivery. Additional shipping costs for redelivery may apply.
International Orders — Customs & Import Duties
We ship internationally on a Delivered Duty Paid (DDP) basis. This means the shipping cost you pay at checkout already includes customs duties and import taxes for your destination country — there's nothing further to pay on delivery.
- The price you see at checkout is the final price. Your courier should not contact you for an additional customs payment before releasing your package.
- If a courier does request additional payment despite DDP shipping, please don't pay it — contact us immediately via our Email, WhatsApp, Facebook Messenger, and Instagram Direct with your order number, and we'll resolve it directly with the courier.
- DDP covers duties and taxes only — it's still your responsibility to confirm that the items you're ordering can be lawfully imported into your destination country.
- We're not able to mark international shipments as "gifts" or under-declare their value, as this is against customs regulations in most destination countries.
Contact
Email : sales@aitenkids.com
WhatsApp and call : +62 813 6791 8212
Facebook Messenger : https://www.facebook.com/profile.php?id=61593103352803
Instagram Direct : instagram.com/m/aitenkids