Frequently
Asked Questions

Find out questions that most customers have, we update this space regularly. If you can’t find the answer to your solution in this page, please do not hesitate to contact us!

Ordering

Question How do I place an order?
Answer

  1. Find the product(s) you want
  2. Add the products to your shopping cart
  3. Proceed to checkout
  4. Select delivery and billing options
  5. Ensure your items, sizes and address are correct
  6. Submit your order
  7. You will be redirected to Midtrans payment page to complete your payment.

Question How do I see my order status?
AnswerSimply log in to your My Account. You can find the icon on the top of the web page.
Question I’ve accidentally purchased the wrong item, how do I cancel?
AnswerDon’t sweat it. Simply notify us at: customer.service@thrive-active.com and ensure your write ‘Cancel’ in the subject of the email, so that your request will be dealt with promptly.

Payment

Question What payment methods are accepted?
AnswerWe accept the following payment methods:

    • Bank Transfer
    • Credit Card (Visa / Master Card)
    • PayPal

Midtrans will process and verify your payment. Once this process is completed, your order will be confirmed!

Question What is the security check?
AnswerIn some instances, your credit card issuing bank may need to verify your transaction to ensure that you are the credit card owner. Rest assured that all these are done to ensure the security of your payment.
Question I have made my payment within the time limit, why haven’t I received a confirmation in my email?
AnswerFirst of all, check your spam/junk mail. If you still haven’t found our confirmation email, please contact us at: customer.service@thrive-active.com

Delivery

Question Has my order has been dispatched yet?
AnswerWhen your item(s) has been dispatched, we will send you an email notifying you along with the tracking number so you can track your order.
Question How long does it take for my items to arrive?
AnswerIt depends on the address that it’s being sent out to. We advise you on the estimated delivery time before you make your payment in the checkout page.
Question Can I track my delivery?
AnswerYes! Once we have dispatched your order, we will send you an email notifying you along with the tracking number so you can track your order.
Question What should I do if I receive the wrong item?
AnswerPlease email us directly at: customer.service@thrive-active.com attaching images of the item you have received in error and your order number. Depending on the nature of the issue, we will always try to resolve this in the most convenient way for you.
Question What do I do if my item(s) are damaged or defective upon receipt?
AnswerPlease email us directly at: customer.service@thrive-active.com attaching images of the item you have received along your order number. Depending on the nature of the issue, we will always try to resolve this in the most convenient way for you.
Question What happens if my order is lost?
AnswerIn the unlikely event that after tracking with our choice of courier, the whereabouts of your parcel can’t be determined we will launch an investigation with them.

We won’t keep you waiting unnecessarily but would ask that you please allow 5 business days for the investigation to be finalized, in most cases it will be quicker. For any further information please contact us at customer.service@thrive-active.com

Question What should I do if the order is not delivered within the advertised time?
AnswerWe are very sorry if that is the case. First of all please enter your tracking number on the selected courier website to check the whereabouts of your order. Any information regarding delays or disruptions to your order should be posted there. If you require further assistance with this, please email us at: customer.service@thrive-active.com
Question What if an item is missing from my order?
AnswerPlease check the dispatch note within the parcel and if necessary your dispatch email notification to confirm that all items are / aren’t present. If there had been an availability issue on 1 or more items then you should have received an email prior to us dispatching the items that we did have. If items featured on the dispatch note aren’t present then please contact us at customer.service@thrive-active.com and we will try to resolve this issue in the most convenient way for you.
Question Do you ship to outside Indonesia?
AnswerYes, we ship worldwide.

Returns & Exchanges

Question Our Return and Exchanges policies
AnswerPlease see our Return and Exchanges policies.
Question What happens if there is a fault with a product?
AnswerIf you experience a fault with your product, please email us at:
customer.service@thrive-active.com

We will try our best to reach you back within 48 hours. We do not accept returns or refunds for faulty items. We will exchange your faulty item with a new one.
Loose threads, color loss and minor abrasions are not considered a faulty product.

My Thrive Account

Question Do I need an account to place an order?
AnswerNo you don’t. You can proceed payment as ‘Guest’. But we do encourage you to create an account for easier check out and faster payment process.
Question I forgot my password, what should I do?
AnswerSimply click the “forgot password” link at the Login Page and follow the instructions.

Sizing

Question What sizing formats does Thrive Active use?
AnswerHere is our size chart.