Shipping policy
1. Scope of Application and Shipping Partners
Vietmorsel provides nationwide delivery services through two primary shipping partners: GHN (Giao Hang Nhanh) and J&T Express. These providers possess an extensive postal network across all provinces in Vietnam, featuring real-time online order tracking systems. For international orders catering to the Vietnamese diaspora and expatriates, Vietmorsel partners with DHL Express and EMS Vietnam Post to ensure timely delivery and full compliance with the customs clearance requirements of each destination country.
All orders placed before 2:00 PM (14:00) on a business day will be processed and handed over to the shipping carrier on the same day. Orders placed after 2:00 PM will be processed on the following business day. Vietmorsel commits to sending the tracking number and order tracking link to the customer via Zalo or Email within 2 hours of handing the parcel over to the shipping carrier.
2. Estimated Delivery Time
The delivery timeframe is calculated from the moment the order is handed over to the shipping carrier, excluding order processing time at Vietmorsel's warehouse. Actual delivery times may vary depending on weather conditions, traffic situations, or special events such as Lunar New Year and major festivals, during which nationwide shipping volumes experience significant surges.
| Delivery Zone | Service | Estimated Time |
|---|---|---|
| Ho Chi Minh City (Inner City) | GHN Express | 1 - 2 business days |
| Southern Provinces | GHN / J&T | 2 - 3 business days |
| Central Provinces | GHN / J&T | 3 - 4 business days |
| Northern Provinces (incl. Hanoi) | GHN / J&T | 3 - 5 business days |
| Remote / Rural Areas | J&T Standard | 5 - 7 business days |
| International (USA, Australia, Japan) | DHL Express | 5 - 7 business days |
| International (Europe) | EMS / DHL | 10 - 14 business days |
3. Shipping Fee Policy
Vietmorsel enforces a transparent shipping fee policy. Shipping costs are clearly displayed on the checkout page prior to order confirmation and will be calculated alongside the order value in the order confirmation message sent to the customer. Shipping fees are calculated based on either the actual weight or the volumetric weight of the package, whichever is higher, in accordance with the shipping carrier's standards.
| Order Value / Category | Domestic Shipping Fee | Notes |
|---|---|---|
| Under 200,000 VND | Based on actual GHN/J&T rates | Fully borne by the customer |
| 200,000 VND – 499,000 VND | Varies by region | Fully borne by the customer |
| 500,000 VND and above | Free | Applicable nationwide |
| Subscription Box (All plans) | Free | Included in the plan price |
| Premium Gift Box | Free | Included in the box price |
| B2B Orders (20+ boxes) | Free | As per contract agreement |
| International Orders | Based on actual DHL/EMS rates | Displayed at checkout; borne by the customer. For orders exceeding 1,000,000 VND, Vietmorsel will subsidize 50% of the shipping fee. |
4. Delivery Procedure and Incident Handling
Upon successful delivery, the Shopify system will automatically update the order status and notify the customer. In the event of an initial delivery failure due to the customer's absence or a hard-to-find address, the shipping carrier will retain the package at the nearest post office for 3 business days and contact the customer to arrange a free second delivery attempt. If the customer remains unreachable after 3 days, the order will be returned to Vietmorsel's warehouse. The customer must then contact us directly to arrange a redelivery; the fee for this subsequent delivery will be charged according to the actual carrier rates.
Disclaimer: Vietmorsel shall not be held liable for delivery delays or failures arising from the customer providing incorrect address information, an unreachable phone number, or refusing to accept the package without a valid reason. Should a delivery be delayed beyond the estimated timeframe due to an error on the part of the shipping carrier, Vietmorsel will proactively contact the customer to provide updates and assist in tracking and resolving the issue.