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SHOP FAQs

Have a question about our shop? Check out our frequently asked questions.

HOW CAN I PLACE AN ORDER?

We take orders through our Orangutan Shop at www.orangutan.or.id/shop. Orders in Indonesia can also be placed through Tokopedia, while customers in Malaysia, Indonesia, and Singapore are able to make purchases through Shopee.

DO YOU DELIVER OUTSIDE OF INDONESIA?

Yes, we can deliver outside of Indonesia. We deliver to Australia, Austria, Canada, France, Germany, Hong Kong, India, Ireland, Italy, Japan, South Korea, Luxembourg, Netherlands, Malaysia, New Zealand, Singapore, Spain, Switzerland, United Arab Emirates, the United Kingdom, and the United States.

For deliveries to Australia, Germany, Switzerland, Denmark, Sweden, the United Kingdom and the United States, please also visit our BOS partner online shops: www.orangutan.or.id/partners.

Please note, deliveries outside of Indonesia may be liable for customs charges which are outside our control.

Due to exceptional order levels and COVID-19, shipping outside of Indonesia may take longer than usual.

HOW LONG WILL MY ORDER TAKE TO ARRIVE AFTER IT’S PLACED?

We aim to package and ship out all orders within 3 working days (Mon-Fri, excluding Public Holidays).

Within Indonesia, orders can be sent via JNE, JNT, POS Indonesia, SAP, or TIKI which should arrive within 5 working days.

As for international orders, we cannot guarantee a delivery date, but we will share with you the tracking number and they typically arrive within 7 working days of shipping. If you do not receive your package within 10 working days of placing your order, you can contact us here for assistance.

DO I NEED TO CREATE AN ACCOUNT WHEN SHOPPING?

You have the choice of either creating an account or checking out as a guest. Creating an account enables you to save your delivery information for your next order and view your current and past orders.

CAN I HAVE MY ORDER SENT TO A DIFFERENT ADDRESS?

Absolutely! When ordering, once you are in the payment section you can click to ‘Choose Address’ and add a new delivery address or choose an address you already registered. 

CAN I CHANGE THE ADDRESS ON MY ORDER ONCE I HAVE PLACED IT?

We’re unable to make changes to the delivery address once you have received your confirmation email. However, you can contact us directly and we will see what we can do to help.

WHY DO YOU NEED MY PHONE NUMBER?

When shipping internationally in particular, we require your phone number to ensure the package is delivered successfully.

WHICH PAYMENT METHODS CAN I USE?

As an international shopper, you can pay using a Visa or MasterCard credit card or your PayPal account.

As an Indonesian shopper, you can pay online by using your Indonesian credit or debit card, or alternative payment methods such as ATM or internet banking transfers, BNI Virtual Account, GoPay, and others.

I HAVE A QUERY REGARDING MY ORDER, HOW CAN I CONTACT YOU?

You can contact our team by WhatsApp. Look out for the WhatsApp icon in the bottom right hand corner of this page and throughout the shop to get chatting or click here. Our opening hours are 8 AM - 5 PM WIB, Monday to Friday. You can also send us an email at merchandise@orangutan.or.id.

WHAT IS YOUR REFUND POLICY?

Requests for refunds will be assessed on a case-by-case basis. Please contact our team by email at merchandise@orangutan.or.id or by WhatsApp.

DOES ALL THE MONEY FROM EACH SALE GOES TO THE BOS FOUNDATION?

100% of shop profits go to us, funding our vital work. From acquiring protected forests for the release of rehabilitated orangutans and aiding the team rescuing orangutans from conflict and the illegal pet trade, to supporting the dedicated surrogate mothers who nurture orangutan orphans at Forest School and helping our enrichment team and veterinary staff, it is your support that make all of this, and so much more, possible!

Click here to learn more about our approach to saving the Bornean orangutan and its habitat.

IS THIS ORANGUTAN SHOP WEBSITE SECURE?

Please rest assured that both our website and the Orangutans shop are secure. See our Cookies & Privacy Policy.

WHAT HAPPENS TO MY DATA?

We take protecting your privacy very seriously and will always take all reasonable steps within our power to make sure your information is safe. We’ll keep your personal details safe and won’t share them with any third party. For full details see our Privacy Policy.

NEED MORE HELP?

If we still haven't answered your question, you can contact us through our online form or email us at merchandise@orangutan.or.id and we will get back to you as soon as possible.

HOW CAN I PLACE AN ECARD ORDER?

Once you select the Ecard you wish to purchase at here, click on ‘Send Now’. Choose the amount you want to donate to help us save the Bornean Orangutan and its habitat, and continue by entering all the details, such as your personal message for your loved one and the date the Ecard should be sent. Once you’ve entered all those details, click ‘ADD TO CARD’.

Finally, you will need to review and confirm your order. If you’ve created an Orangutan Shop account, you can log-in to your account to place your order. If this is your first purchase from our shop, you will need to enter your email address and your contact details. You will then be asked to choose your Payment method. Once the payment is settled, you will receive a confirmation email with all the details of your Ecard order and a receipt for your donation.

WHEN WILL THE ECARD BE SENT?

You can send your Ecard to your loved one on the same day you make it, as a gift order. You also have the option to schedule the Ecard delivery up to a year from the date of purchase. You can view the delivery date for scheduled cards in your Account.

Note: If you opt to have your Ecard sent immediately after checkout, it cannot be cancelled. If you
set an Ecard delivery date but need to change the scheduled date, please contact us immediately at here.

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