Toko21 Help Center Policy 1.4
Delivery Options: ASAP vs Scheduled
Version: 1.0 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
This article outlines the two delivery methods available to customers on Toko21 — ASAP and Scheduled Delivery — and explains how each works, when to choose them, and what to expect in terms of service time, eligibility, and risk handling.

Toko21’s hybrid logistics model operates with third-party courier integration (Biteship) and multi-merchant routing, so delivery timing may vary based on merchant location, stock readiness, traffic, and zone coverage.

SECTION 1: DELIVERY OPTIONS OVERVIEW

Toko21 currently supports two delivery types:

1.1 ASAP (Instant Delivery)

• Orders are dispatched immediately after payment and merchant acceptance
• Typical delivery window: 30 minutes – 3 hours depending on distance and zone
• Available only during active operational hours (usually 09.00 – 20.00)
• Subject to real-time courier availability and SLA prioritization

1.2 Scheduled Delivery

• Customer selects a future time slot during checkout (e.g., 13:00–15:00)
• Toko21 system optimizes merchant prep and courier assignment based on that slot
• Ideal for users who may not be available at the time of placing the order
• Available slots may be limited during high demand or holiday periods

SECTION 2: HOW TO SELECT A DELIVERY OPTION

During checkout:

1. After reviewing cart items, tap “Delivery Method”
2. Choose:
• "ASAP" → fastest available dispatch
• "Scheduled" → pick a time window (e.g., today or next day)
3. Review and confirm estimated delivery time shown
4. Proceed to payment

The chosen delivery method will be locked after payment and cannot be changed unless the order is cancelled or refunded (see Policy 3.2).

SECTION 3: ZONE-BASED LIMITATIONS

• Not all areas support both delivery types
• ASAP delivery is restricted to urban zones with dense courier coverage
• Scheduled delivery is generally available in Tier 1–2 cities within coverage map
• The app will automatically disable options not available in your address zone

SECTION 4: SLA & RISK COMPARISON

ASAP may result in multi-driver or split arrival if items come from multiple merchants.

Scheduled reduces likelihood of failed delivery due to recipient absence (see Policy 1.3).

SECTION 5: FAQ & TROUBLESHOOTING

5.1 What if my ASAP order is delayed?

• It may be due to traffic, courier assignment delays, or merchant prep
• Contact Support if it exceeds SLA window (see Policy 9.4)

5.2 Can I switch from ASAP to Scheduled after paying?

• No. The system locks the delivery type after payment.
• You may cancel the order (Policy 3.2) and reorder with the correct method

5.3 Are both options available 24/7?

• No. Toko21 operates during standard operational hours (set per city)
• Outside of those hours, ordering may be paused or scheduled-only

FINAL NOTES

• Choosing the right delivery method helps ensure smoother fulfillment
• Always verify address, time availability, and item urgency before confirming
• SLA for both delivery types is governed under Policy 6.1 and 6.3

For failed or late deliveries, refer to Policies 1.7, 1.8, 3.4, and 4.1