Frequently Asked Questions (FAQ) – Mulmotor

Welcome to the Mulmotor Help Center. We have compiled a comprehensive list of questions regarding our products, global shipping, order configurations, payment security, and store policies to assist you with your procurement.

1. General Company & Product Questions

Q: What is Mulmotor and how long have you been in business?

A: Established in 2000, Mulmotor is a trusted, highly experienced specialist supplier of high-performance mechanical engines and heavy-duty machinery. We operate from our physical commercial headquarters located in Kelapa Gading, North Jakarta, Indonesia.

Q: What types of products do you sell?

A: We specialize in professional-grade power equipment across eight core categories: Crate Engines, Outboard Motors, Small Engines, Lawn Mowers, Welding Equipment, Generators, Marine Diesels, and Trolling Motors.

Q: Are the items listed on your website genuine?

A: Yes. Every single item in our warehouse inventory is 100% authentic, brand-new, and sourced directly from reputable manufacturers. We execute strict product inspections before packaging to guarantee absolute performance and durability.

2. Ordering & Payment Methods

Q: How do I purchase single items for personal use?

A: For standard retail or small-scale purchases, simply browse our store, add your selected machinery model to the online shopping cart, fill out your exact destination address at the secure checkout gate, and complete your payment.

Q: What payment methods do you accept through the shopping cart?

A: Our secure, SSL-encrypted online checkout framework accepts Visa, Mastercard, PayPal, Wise.com, and Direct Bank Transfers.

Q: Can my company request a custom price quote for bulk purchases?

A: Absolutely. Corporate clients, industrial businesses, and trade distributors looking for large quantities should submit a formal Request for Quote (RFQ) directly to our email at sales@mulmotor.com. Our commercial sales engineers will assess your specialized parameters and offer custom discount pricing.

Q: Do you offer corporate payment installment plans?

A: Yes. For verified company procurement orders finalized through our corporate RFQ channel, we can set up flexible milestone-based payment schedules. These structured arrangements are subject to specific terms and conditions and are processed securely via Bank Wire Transfer (T/T). Please discuss your timeline directly with our sales team.

Q: In what currency are transactions processed?

A: To ensure transparent financial compliance and consistent global auditing, all store checkout totals and refund workflows are processed strictly in US Dollars (USD).

Q: Is there an age requirement to buy from your store?

A: Yes. You must be at least 18 years of age to purchase any equipment, create a store account, or submit corporate RFQs on Mulmotor.com. Our heavy machinery requires the legal capacity to sign purchase contracts.

3. Shipping, Logistics, & Tracking

Q: Where do you ship, and which logistics carriers do you use?

A: We offer fully insured worldwide logistics across Land, Sea, and Air freight. We partner with elite global carrier networks including UPS, DHL, FedEx, and GSC to ensure secure delivery.

Q: What is your order processing and handling timeline?

A: Standard retail purchases undergo rigorous packaging and safety crating procedures within 1 to 2 business days (Monday to Friday, excluding regional holidays) after your transaction is verified.

Q: How long does delivery take?

A: Domestic shipments inside Indonesia arrive within 3 to 4 business days. International global shipments to overseas destinations take approximately 10 to 14 business days.

Q: Are there any countries you do not ship to?

A: Yes. Due to strict international trade sanctions, global transport regulations, and border carrier restrictions, we completely exclude and block all shipments addressed to North Korea.

Q: How much does international shipping cost?

A: For retail online cart purchases, we charge a clear and predictable Flat Rate of USD 110.00 per item, which automatically calculated during checkout. For massive commercial freight or sea cargo bulk orders, the flat rate is excluded, and specialized logistics pricing is compiled into your dynamic RFQ.

Q: Will I receive a tracking code for my order?

A: Yes. As soon as your machinery package is loaded onto our carriers’ freight networks, our system will automatically email a direct tracking link from UPS, DHL, FedEx, or GSC straight to your registered email inbox.

Q: Who is responsible for import duties and border taxes?

A: All international orders are dispatched on a DDU (Delivered Duty Unpaid) basis. The customer is solely responsible for settling any local value-added taxes (VAT), import brokerage tariffs, or custom clearance fees with the delivery carrier upon physical arrival in the target country.

4. Returns, Cancellations, & Warranties

Q: What is your standard store return window?

A: We provide an extensive 60-day return policy. You have up to 60 days from the date of your original invoice to submit a formal return ticket with our claims department.

Q: Do you accept returns if the shipping box has been opened?

A: Yes. We accept returns for both brand-new and slightly used products, including opened boxes. However, the internal machinery must remain intact, must not be filled with fluids like gas or oil, and must be packed inside its original packaging.

Q: Are there any restocking fees for returns?

A: No. We offer a Free Return policy (0% restocking fee) on the total product price for all valid item returns executed within the designated 60-day framework. Return shipping costs are paid by the buyer unless the item arrived damaged.

Q: How long does a refund take to process?

A: Once our engineers receive and inspect your returned engine crate at our facility, your refund will be finalized within 5 business days. The funds are issued to your original method of payment and will take 1 to 2 business days to appear on your bank statement.

Q: Can I cancel my order if I change my mind?

A: Yes. You can cancel any retail transaction or specific part of an order within 24 hours of placement for a full refund back to your payment card or wallet with no transaction penalties.

Q: Do your mechanical products come with a warranty?

A: Yes. Every machinery piece and engine unit on Mulmotor.com is protected by an official manufacturer’s warranty. Warranty terms and coverage windows depend on the specific brand. For parts claims, please visit your nearest factory-authorized service station. If you need help finding one, contact our customer desk.

Contact Our Support Team

If you have additional product compatibility questions, require order processing help, or need to verify billing issues, please contact our support desk directly:

Official Email: sales@mulmotor.com

Phone Support: +62 823-8114-5539

Corporate Address: Jl. Boulevard Raya Blok WB2 No.24, Kelapa Gading, North Jakarta, 14240, Indonesia