1. Order Processing Time
- Standard Processing: Orders are typically processed within 1–3 business days, excluding weekends and holidays.
- Order Review: In some cases, orders may undergo a brief review to ensure secure processing. This review is usually completed within 24–48 hours.
- Peak Seasons: During high-volume periods, processing times may extend up to 5 business days.
2. Shipping Rates & Delivery Estimates
Shipping charges are calculated at checkout based on order weight, destination, and selected shipping method.
- Standard Shipping: Estimated delivery within 5–10 business days after dispatch
- Expedited Shipping: Available for select items and destinations
- Freight / LTL Shipping: Bulk or pallet orders may require appointment-based delivery coordination
Delivery estimates are provided for reference only and may vary due to carrier or customs delays.
3. Shipping Address Accuracy
Customers are responsible for providing a complete, accurate, and secure shipping address at checkout.
- Orders delivered to the address provided by the customer are considered fulfilled.
- We are not responsible for delivery issues caused by incorrect or incomplete address information.
4. Delivery Confirmation & Risk of Loss
Once an order is handed over to the shipping carrier, tracking information will be provided.
- Delivery Confirmation: Carrier tracking marked as “Delivered” serves as confirmation of successful delivery.
- Risk of Loss: Responsibility for the shipment transfers to the customer once delivery is confirmed by the carrier.
For high-value or commercial deliveries, additional delivery confirmation methods may be applied.
5. Signature Confirmation
To protect both customers and our business, signature confirmation may be required for certain shipments, including:
- High-value orders
- Commercial or multi-unit delivery addresses
- Orders requiring additional delivery assurance
If a delivery attempt is missed and the shipment is returned, the customer may be responsible for return shipping costs in accordance with our Refund & Return Policy.
6. International Shipping & Customs
We ship internationally from Vietnam.
- Customs & Duties: Import duties, taxes, and customs fees are the responsibility of the customer (Delivered Duty Unpaid – DDU).
- Customs Delays: Delays due to customs or agricultural inspections are outside our control.
- Import Regulations: Customers are responsible for ensuring products comply with local import regulations.
7. Damaged Shipments
Please inspect your order immediately upon delivery.
If your order arrives damaged in transit:
- Contact us within 48 hours of delivery
- Provide clear photos of the product, packaging, and shipping label
Claims reported outside this timeframe may not be eligible for replacement or refund.
8. Lost Packages After Delivery
If tracking shows “Delivered” but the package cannot be located:
- Please check nearby areas or with neighbors or building management
- Contact the carrier directly to initiate an investigation
Orders confirmed as delivered by the carrier are considered fulfilled under this policy.