FAQ

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🛒 Order & Payment

How to order on Mpolywood.com?
To order DUMA® products, select the desired product, specify the quantity, then click "Add to Cart." Proceed to "Checkout," fill in your shipping details, choose your payment method, and confirm. Our team will process your order immediately.

Can I order via WhatsApp or phone?
Yes, you can contact us via WhatsApp (+62 812-3079-9478) or phone to order, check stock availability, and get a shipping cost estimate.

What payment methods are available?
We provide several safe and convenient payment options:

• QRIS (scan QR code for instant payment)

• Digital wallets : ShopeePay, Dana, GoPay, OVO, etc.

• Virtual Account (VA) : supported by major banks in Indonesia

• Credit Cards : Visa & MasterCard

• Bank Transfer : to our official account (BCA, Mandiri – details available on the checkout page)

All payments are processed using a verified and secure system. Once payment is confirmed, your order will be shipped immediately.

Can I cancel or change my order?
Please note: all purchased products cannot be returned or exchanged. Payment (full, down payment, or installment) is considered acceptance of our terms and conditions.

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🚚 Shipping & Delivery

How long is the estimated delivery time?

• Jabodetabek (ready stock): 2–5 working days

• Outside Java: 5–14 working days (depending on courier)

• Pre-Order: following the production schedule

If stock is available at the nearest warehouse:

• Tangerang Showroom & Warehouse → https://maps.app.goo.gl/qJJnSa6PNjiJGcJc6
  Warehouse Taman Tekno X block F No. 8, Ciater, Jl. Taman Tekno Block AD, Ciater, Serpong Sub-District, South Tangerang City, Banten
  

• Surabaya Showroom →
  https://maps.app.goo.gl/kWvd4bQSLUuFiXXK7
  Shophouse HR. Muhammad Square, HR. Moh. Square, Jl. Raya Darmo Permai II No. 3 Block C, Pradahkalikendal, Dukuhpakis District, Surabaya, East Java 60226
  

We can also arrange instant delivery via Lalamove or internal courier.

Does Mpolywood serve deliveries throughout Indonesia?
Yes, we serve deliveries throughout Indonesia, including remote areas, in collaboration with trusted logistics partners.

Is there a same-day delivery service?
Yes, it's available in the Greater Jakarta area via Lalamove or internal couriers. Please confirm with Customer Service before checkout.

Can I track my order?
Yes. Once your order is shipped, you'll receive a tracking number or live tracking link (for instant/Lalamove shipping). You can also check your order history through your account.

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📦 Returns & Claims

What if the product I receive is damaged or incorrect?
Immediately contact Customer Service within 2 x 24 hours by including:

• Product/damage photos

• Unboxing video without editing (from opening the package to checking the product)

This document helps us process claims faster.

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🏗 Products & Installation

Are DUMA® products environmentally friendly?
Yes. DUMA® products are made from sustainable materials and designed to last.

Is installation service available?
Yes. Installation services are available in select areas. Contact our team for details.

Is DUMA® Deck resistant to outdoor conditions?
Yes. DUMA® Deck is designed to withstand weather, moisture, and heat, making it safe for outdoor use.

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♻️ General Product Information

Is DUMA® an environmentally friendly product?
Yes. DUMA® products are manufactured from environmentally friendly and durable materials, making them a greener and safer alternative to natural wood.

Is there an official installation service?
Yes. Available in some areas with trained installers. For other areas, we provide manuals and technical guides.

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🔹 DUMA® Panel

What is DUMA® Panel?
WPC (Wood Plastic Composite) wall & ceiling panels combine the natural look of wood with the durability of polymer.

Advantages of DUMA® Panels over natural wood:

• Anti-termite & moisture resistant

• Easy maintenance, no need to repaint/polish

• Modern colors & textures resemble real wood

• Durable & long term cost effective

DUMA® Panel Usage:

• Interior walls & ceilings (living room, bedroom, office, showroom)

• Semi-outdoor (terrace, balcony – with good ventilation)

• Commercial areas that require elegant & strong finishing

Is it easy to install?
Yes, with a tongue & groove system so the results are neat, fast, and minimal waste.

Can it be customized?
Yes, various sizes, textures, and colors are available. Custom-cutting during installation is also possible.

How to care for it?
Simply clean with a damp cloth or mild soap. No need for repainting, polishing, or termite control.

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🔹 DUMA® Deck

What is DUMA® Deck?
Outdoor flooring that can withstand extreme weather.

Main features:

• Rain, heat, humidity resistant

• Anti-slip

• Anti-termite & not easy to crack

• Real wood look with minimal maintenance

Area of ​​use:

• Terraces, gardens, pool decking

• Balcony & rooftop

• Outdoor commercial areas (cafes, resorts, etc.)

Maintenance:
Very minimal — just wash with water and mild soap. No sanding, painting, or sealant needed.

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🔹 DUMA® Door

What is DUMA® Door?
Eco-friendly composite door with elegant design & high durability.

Excess:

• Waterproof & termite resistant

• Stable, not easy to bend/crack

• Many modern design & color choices

• Sound dampening, more comfortable

Area of ​​use:

• Residential house (bedroom door, bathroom, main door)

• Commercial buildings (offices, hotels, apartments)

• Semi-outdoor according to model

Can it be customized?
Yes, various sizes, models, and finishes are available to suit your design theme.

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🔹 DUMA® XTC (Exterior Ceiling)

What is DUMA® XTC?
Exterior ceiling system for outdoor areas, durable with an elegant appearance.

Excess:

• Resistant to heat, rain, humidity

• Does not warp/porous like wood

• Luxurious design with natural wood texture

• Fast & neat installation

Area of ​​use:

• Terrace, balcony, gazebo ceiling

• Semi-outdoor corridor

• Commercial buildings with premium finishing

Maintenance:
Almost unnecessary — just clean it occasionally with water.

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🛡 Warranty & After-Sales Service

Are DUMA® products guaranteed?
Yes, all DUMA® products come with a limited warranty against manufacturing defects. The warranty duration varies by product type.

What does the warranty cover?

• Manufacturing defects (structure, material abnormalities)

• Material damage under normal use

What is not covered?

• Incorrect use or installation

• Natural disasters/extremes beyond standard usage

• Normal wear and tear (scratches, minor stains, natural discoloration)

How to claim warranty?

• Contact Customer Service with proof of purchase

• Include unboxing/installation photos & videos if available

• Our team will evaluate & help with the best solution (replacement/repair)

Is there after sales service?
Yes. We provide:

• Technical consultation & installation support

• Product care guide

• Claim & replacement assistance

What if the product is past the warranty period?
Don't worry, our Customer Service is always ready to help with technical consultations & maintenance guides.