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FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Ordering
How do I know if my order was placed successfully?
If you’ve received an order confirmation email from us, your order has been successfully placed. You can also log in to your account to view your order history and check your most recent order. If you’ve completed payment but haven’t received a payment confirmation within 12 hours, please feel free to contact our customer service team for assistance.
Can I make changes to my order after it has been placed?
We’re sorry for the inconvenience, but changes to an existing order cannot be made once it has been placed. If your order has not yet been processed, our customer service team can assist with canceling it so you can place a new order. Please contact us within 12 hours using the email address associated with the order and include your order number to ensure a smooth and quick process.
I placed an order as a guest before, how do I locate my order number?
If you check out as a guest without creating or logging into an account, you will receive an order confirmation email containing your order number.
Why am I not receiving my order confirmation email?
Please check your Spam or Junk folder, as the order confirmation email may be filtered there. If you’re still unable to locate the email, feel free to contact us, and our team will be happy to assist you further.
How do I track my order?
To track your order, sign in to your account with the same one used to place the order and click Track Order. Please note that in some cases, the carrier’s tracking information may only become available 2–4 business days after the order has been shipped.
Does TUNOVA accept bulk purchases?
Please email us with more details, and our team will follow up regarding your bulk purchase inquiry.
It has been a few months since my order was shipped and the tracking link provided has expired. I’m afraid that my parcel may have been lost. Can I get a refund?
We’re unable to offer refunds. However, if you do not receive your order within 30 days from the shipping date, please contact us with your order number and invoice, and we will assist you with a product replacement.
Product
Are TUNOVA product secured?
Yes, TUNOVA products are designed with both safety and performance in mind. They incorporate advanced technologies and quality standards such as GaN (Gallium Nitride) for more efficient and cooler-running chargers, Qi2 wireless charging for improved interoperability and safety with compatible devices, and MFi (Made for iPhone) certification on select accessories to ensure reliable performance with Apple devices. These technologies help protect against over-current, over-voltage, over-temperature, and short-circuit issues, giving you peace of mind when charging or using your tech accessories. If you have specific product questions, feel free to check the individual product details or contact our support team.
How much are TUNOVA products?
TUNOVA product prices vary based on product type and specifications. You can browse your preferred product category and select a product to view detailed pricing information. Be sure to stay updated on TUNOVA promotions to enjoy the best deals on our tech accessories.
How can I check which products are compatible with my Android device?
If you’re using an Android device, you can check product compatibility on each product page, where supported devices and specifications are listed.
Billing
What payment methods do you accept?
We accept major credit and debit cards, QRIS, as well as selected digital payment methods like E-Wallet available at checkout.
Do you accept Mastercards Gift Cards / Visa Gift cards?
Not yet, but we’re working on adding support for Mastercard and Visa gift cards soon.
I received an error message when I checked out. What should I do? / What does "Invalid transaction error" or "Something wrong with your credit card, please call card center for help: Transaction Not Allowed" mean?
This usually means your payment was declined by your bank or card provider. Please check your card details and try again, or use another payment method. If the issue continues, you may need to contact your bank or card issuer for assistance.
When I proceed to checkout, it says “A match of the Shipping Address City, State, and Postal Code failed.” What should I do?
This usually means the billing address you entered doesn’t match the one registered with your card. Please double-check your city, state, and postal code, and make sure they match your bank’s records. If the issue continues, try using a different payment method or contact your bank for assistance.
Promotion
Can I apply 2 promo codes on the same order?
We are afraid that only one promo code can be applied per order.
Does TUNOVA have any discounts or promotions?
Be sure to stay updated on TUNOVA promotions to enjoy the best deals on tech accessories.
I’ve missed a TUNOVA's promotion campaign for a recent order I placed. Can I still enjoy the offer?
Please contact us via email and include your order number along with the discount code or offer you’d like to use. Our team will be happy to review it and apply for the offer if it is eligible.
Delivery and Shipping
How long does it take before my order gets shipped?
We aim to dispatch your order within 1–6 business days. However, during peak periods, especially toward the end of the year, additional time may be required for quality checks to ensure your items meet our standards.
In rare cases, an item you ordered may become temporarily out of stock despite our best efforts. If this happens, we will notify you as soon as possible.
You may occasionally see an unusually long estimated delivery time during checkout.
This typically indicates that certain products are currently out of stock and are in the process of being restocked.
If you have any questions regarding dispatch timelines, please feel free to contact our customer service team for assistance.
Do you ship internationally?
Yes, we offer worldwide shipping!
After the goods are dispatched, how long does it take for standard shipping to deliver the package?
The estimated delivery time shown at checkout includes both order preparation (dispatch) time and shipping time. Delivery timelines may vary depending on the destination city.As a general guideline, shipping time alone is approximately:
- Java Island: 2–5 business days
- Outside Java Island: 3–7 business days
Please note that delivery times for Standard Shipping are not guaranteed, as they may be affected by various factors. If you need your order to arrive by a specific date, we recommend selecting Express Shipping for a faster and more reliable delivery.
How can I check my order status?
To track your order, sign in to your account with the same one used to place the order and click Track Order. Please note that in some cases, the carrier’s tracking information may only become available 2–4 business days after the order has been shipped.
Returns and Exchanges
Can I return my product for a refund?
We’re unable to offer refunds at this time. However, if your product arrives damaged, we will provide a replacement. Please contact our customer service team with your order details so we can assist you promptly.
Can I return an item for an exchange instead of a refund?
Yes, exchanges are available if your item arrives damaged. You may exchange it for the same product or another product of the same value. If you choose a product with a higher price, the difference will need to be paid. Please contact our customer service team first so we can assist you with the exchange process.
Where are TUNOVA collection points?
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