I. Scope of Application

This Shipping Policy applies to all customers purchasing products from Stores on the VNExtra website.

Stores on VNExtra deliver nationwide through trusted and authorized shipping partners, including Giao Hàng Nhanh (GHN), Viettel Post, and Grab.

II. Shipping Policy

1. Shipping Methods

VNExtra currently offers the following shipping options:

• Standard Shipping via our logistics partners (Giao Hàng Nhanh, Viettel Post).
• Express Delivery (within 4 hours) via Grab, available in selected cities and provinces.

Customers may choose their preferred shipping method when placing an order or contacting the Store.

2. Estimated Delivery Time

2.1. Express Delivery (4 Hours)

• Orders placed before 5:00 PM: Delivered on the same day.
• Orders placed after 5:00 PM: Delivered before 11:00 AM on the following day.

2.2. Standard Shipping

• Ho Chi Minh City (urban areas): 1–3 business days.
• Suburban areas of Ho Chi Minh City/Hanoi and other provinces: 3–5 business days.

Delivery times are estimates only and may be affected by severe weather, natural disasters, epidemics, public holidays, peak shopping seasons, or other force majeure events.

3. Shipping Fees

Shipping fees vary depending on the delivery location and shipping method.

Free standard shipping may be available based on the minimum order value specified by each Store. This promotion does not apply to Express Delivery.

4. Failed Delivery

A delivery is considered unsuccessful if the shipping carrier has attempted to contact the customer up to three (3) times without receiving a response, or in any of the following situations:

• The delivery address is incorrect or does not exist.
• The customer changes the delivery address without notifying the Store in time.
• The customer is unavailable to receive the package and does not respond after the carrier’s contact attempts.
• The package is severely damaged during transportation (such as torn packaging, dents, water damage, or breakage) and is no longer suitable for delivery.

In these situations, VNExtra will contact the customer to confirm the appropriate solution.

If the customer cannot be reached after three (3) contact attempts over three (3) consecutive business days (maximum one attempt per day), the order will be considered a failed delivery and returned to the Store for further processing.

For prepaid orders (if applicable), refunds will be processed according to the Refund section of the Return & Refund Policy.

5. Order Modification or Cancellation During Delivery

Customers may request to modify or cancel an order before it is handed over to the shipping carrier. This applies only to Cash on Delivery (COD) orders.

Once the order has been dispatched to the shipping carrier, modification or cancellation requests may no longer be accepted.

6. Delayed Delivery

A shipment is considered delayed when the actual delivery time exceeds the estimated delivery time communicated to the customer during order confirmation or processing.

Possible causes of delivery delays include:

• Severe weather, natural disasters, epidemics, or other force majeure events.
• Public holidays, peak shopping periods, or carrier overload.
• Difficult-to-access delivery locations or customer-requested address changes after order confirmation.
• The customer is unavailable or cannot be contacted during the scheduled delivery time.
• Incomplete or inaccurate delivery information requiring additional verification.
• Other customer-related circumstances affecting the delivery process.
• Any other circumstances beyond VNExtra’s reasonable control.

Handling of Delayed Deliveries

• Delivery schedules will be updated and communicated to customers whenever possible.
• If the customer no longer wishes to receive the order, it will be handled according to the Failed Delivery procedure described in Section 4.
• VNExtra shall not be liable for compensation for delays caused by force majeure or circumstances beyond its reasonable control.

7. Responsibilities

7.1. VNExtra’s Responsibilities

VNExtra shall:

• Provide accurate order information to the shipping carrier, including product details, quantity, delivery address, and customer contact information.
• Provide order value and payment information for Cash on Delivery (COD) shipments. Cash collection, reconciliation, and payment settlement are handled according to agreements between VNExtra and the shipping partner.
• Package products correctly and securely according to the characteristics of each product to minimize transportation risks.
• Cooperate with reliable and legally authorized shipping partners.
• Coordinate with shipping partners to investigate and resolve cases involving loss or damage during transportation.
• Receive and resolve customer complaints related to shipping in accordance with this policy.
• Protect customers’ legitimate rights and interests in cases where delivery issues arise due to VNExtra or its shipping partners.

7.2. Customer Responsibilities

Customers are responsible for:

• Providing complete and accurate delivery information, including name, phone number, and address.
• Ensuring that the provided phone number is reachable during the delivery process.
• Paying the full order amount for COD orders.
• Inspecting the external condition of the package upon delivery.
• Checking the products immediately after receipt and providing photos or videos when required to support complaint investigations within the specified timeframe.

VNExtra reserves the right to cancel an order and assumes no responsibility if delivery fails due to incorrect customer-provided information.

7.3. Shipping Partner Responsibilities

Shipping partners are responsible for:

• Delivering orders within the estimated delivery time communicated to customers via email or other available communication methods.
• Maintaining the integrity of the goods throughout transportation and preventing loss or damage.
• Contacting customers using the phone number provided during checkout to arrange delivery.
• Promptly notifying VNExtra of delivery issues, including delays, unsuccessful delivery attempts, or unusual situations.
• Cooperating with VNExtra in resolving shipping-related complaints such as lost, damaged, or incorrectly delivered goods.
• Protecting customers’ personal information and using it solely for delivery purposes. Customer information must not be disclosed to any third party without the customer’s consent unless required by law.

III. Contact Information

VNExtra

📧 Email: contact.vnextra@gmail.com

🌐 Website: https://www.vnextra.com

IV. Effective Date

This Shipping Policy becomes effective from the date it is publicly published on the VNExtra website.

VNExtra reserves the right to amend or update this policy at any time. Any changes will become effective immediately upon publication on the website.