VIVA SHIPPING POLICY

SHIPPING METHODS

1. Direct Pickup at the Company:

• For customers who come to the Viva office to make a purchase.
• Please carefully inspect the goods and verify the product against the accompanying documents and warranty card before accepting the order.
• In cases where goods must be transferred from another warehouse within our system, our sales staff will contact you to negotiate a new delivery time.

2. Delivery within Hanoi City:

• Delivery staff will contact customers without a specific time request in advance to arrange a convenient time for delivery.
• For customers with a specific time request, our delivery staff will contact you to arrange delivery at the requested time.
• If the timing is too urgent or outside of our business hours, our staff will contact you to discuss a reasonable alternative time.
• Please inspect the product carefully upon receipt from the delivery staff. If there are any issues with the type, model, quality, or quantity of the goods that do not match your order, please notify us immediately for a resolution. If there are no issues, please accept the goods and complete the payment.
• In the event that a delivery cannot be made on time for any reason, we will contact you to inform you.

3. Inter-provincial Delivery: via shipping and express delivery services.

• When placing an order, please provide all necessary and accurate information to facilitate a smooth delivery and payment process. We are not responsible for delivery delays or losses caused by incorrect information provided by the customer.
• For orders placed on Sundays, public holidays, or Tet holidays, the delivery time will be calculated from 4 PM on the following Monday or the first business day after the holiday.
• Please carefully inspect the goods immediately upon receipt from the delivery person. If there are any issues with the type, quality, or quantity of the goods that do not match your order, please notify us immediately so we can coordinate with the shipping carrier to resolve and compensate for the order.

DELIVERY TIME

• Direct Pickup: Immediate.
• Hanoi City Delivery: 3 to 5 hours.
• Inter-provincial Delivery: The shipping service provider will inform the customer of the specific delivery time after the order is confirmed. Typically, this is 3-7 business days.

Note: This is an estimated delivery time. It may change due to unforeseen circumstances, and we will inform you if this happens. Additionally, the definition of inner-city vs. suburban areas may vary depending on the shipping carrier’s specific policies.

DELIVERY FEES

Shipping fees are subject to change and may be waived during specific promotions.

• Direct Pickup: Free.
• Hanoi City Delivery: Free.
• Inter-provincial Delivery: Fees are calculated by the shipping carrier or are negotiable.

CHANGES – TRANSACTION CANCELLATION

You may change or cancel a transaction under the following circumstances:

1. When Viva has confirmed the product has not yet been shipped.
2. If the product has already been shipped, the customer is responsible for the shipping fee for any changes.

Typically, after receiving an order, we will process it within one hour and respond to the customer with payment and delivery information. Delivery usually takes 1-7 days from the order finalization date or as agreed upon with the customer.

However, in some unavoidable situations, delivery may take longer, such as:

• We are unable to contact the customer by phone to arrange delivery.
• The delivery address you provided is incorrect or difficult to find.
• A sudden increase in orders slows down the processing time.
• Our suppliers or shipping partners are delayed, which in turn delays the delivery.
• Regarding shipping fees, we use external shipping services, so the fee is based on the carrier’s rates depending on the location and weight of the order. We will inform the customer of the specific fee when we confirm the order.

RESPONSIBILITY FOR DAMAGE DURING SHIPPING

For goods damaged during shipping, whether the delivery is handled by our company or a third party, we will be responsible for resolving the issue for the customer.

The customer has the right to refuse the product and request an exchange or return as per the “Return Policy.” We will work with the shipping partner to handle any resulting issues and provide compensation for the order according to our partnership agreement with the third-party shipping service.