FAQs

1. How do I place an order?

You can place an order directly through our website https://elystrix.com/. Simply browse our product collection, add items to your cart, and proceed to checkout. You may choose to check out as a guest or create an account for faster future purchases.

2. Can I modify or cancel my order after placing it?

Orders can only be modified or canceled within 2 hours of placement. Please contact our customer service team immediately at cs@elystrix.com or call 0822 3452 6840 if you need to make changes. Once the order has been processed for shipping, we are unable to modify or cancel it.

3. How can I check my order status?

After placing your order, you will receive a confirmation email with your order details. You can also log into your account on our website and navigate to the "My Orders" section to view real-time updates on your order status.

4. What should I do if I receive a damaged or incorrect item?

We apologize for any inconvenience! Please contact our customer service team at cs@elystrix.com within 7 days of receiving your order. Include your order number and clear photos of the damaged/incorrect item, and we will assist you with a replacement, refund, or return.

5. What are your shipping options?

We offer standard shipping for all orders. For orders **over $210**, standard shipping is free for customers in the US. For orders under $210, a flat shipping rate will be applied at checkout.

6. How long does delivery take?

For US orders, standard delivery typically takes 3–5 business days after your order is processed. For international orders (including Indonesia), delivery times vary by location and may take 10–20 business days. Processing time (before shipping) is 1–2 business days.

7. How can I track my package?

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number and a link to the carrier’s website. You can also find the tracking information in the "My Orders" section of your account on our website.

8. What happens if my order is delayed or lost?

If your order is delayed beyond the estimated delivery time, please contact our customer service team at cs@elystrix.com or 0822 3452 6840 with your order number. We will investigate the issue with the carrier and provide you with updates or a resolution, which may include a replacement or refund for lost orders.

9. How do I initiate a return?

We offer a 30-day free return policy for unused, undamaged items in their original packaging. To start a return, please contact our customer service team at cs@elystrix.com to request a return authorization (RA) number. 

10. How long does it take to process a refund?

Once we receive and inspect your returned item, we will process the refund within 5–7 business days. The refund will be credited back to your original payment method, and it may take an additional 3–10 business days for your bank to reflect the amount in your account.

11. What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and other secure online payment methods. You can view all available options at checkout.

12. Do I need to create an account to place an order?

No, you can place an order as a guest. However, creating an account on https://elystrix.com/ allows you to save your shipping details, track orders easily, and access exclusive offers.

13. How can I contact customer service?

You can reach our customer service team via: