SHIPPING AND DELIVERY POLICY

1. Delivery Scope

Cuckoo Vina supports nationwide delivery through shipping partners suitable for each product type and delivery area.

Some special regions or products with large dimensions or heavy weight may have limitations on delivery methods and range. In such cases, Cuckoo Vina will notify the customer before confirming the order.

2. Shipping Costs

  • Shipping fees are determined based on the delivery address, product size, weight, and the courier's rate policy.

  • The shipping cost applicable to the order will be displayed at the checkout step for the customer to review before finalizing the order.

  • Certain sales promotions may offer free shipping or shipping subsidies according to the conditions of each program.

3. Estimated Delivery Time

Delivery time is calculated from the moment the order is confirmed, preparation is complete, and the package is handed over to the shipping partner.

Estimated times:

  • Hanoi and Ho Chi Minh City: approximately 01–03 working days.
  • Other provinces/cities: approximately 03–05 working days.
  • Remote areas, islands: approximately 03–07 working days or longer depending on actual conditions.
  • Express service: only applicable in certain areas and for products/orders that meet the shipping partner's requirements. Customers should contact our Hotline/CS to verify before placing an order.

The times above are only estimated and may change due to weather, natural disasters, holidays/Tet, high traffic volumes, traffic restrictions, or other objective reasons.

4. Inspecting Goods Upon Receipt

To protect customer rights, Cuckoo Vina recommends customers follow these steps upon receiving goods:

  • Inspect the external condition of the package before accepting it.
  • Check if the package shows signs of being torn, dented, punctured, wet, or tampered with.
  • Verify the product name, model, and quantity against the information on the order/shipping label.
  • Continuously record a video of the package opening process, especially for products of high value or those prone to damage during transit.
  • If the package shows signs of serious damage, customers should immediately notify the delivery personnel and contact Cuckoo Vina for guidance.

5. Reporting Damage During Delivery

If the package shows signs of severe deformation, cracks, or signs of affecting the product inside, customers can:

  • Ask the delivery person to record the abnormal condition of the package;
  • Refuse to accept the delivery where appropriate;
  • Contact Cuckoo Vina immediately for support in verifying and processing the claim.

Refusing to accept the delivery does not replace the verification process. Cuckoo Vina will coordinate with the shipping partner to check the status of the order and propose a suitable resolution.

6. Failed Delivery Attempts

Orders may be re-delivered or returned to Cuckoo Vina if delivery is unsuccessful due to:

  • The customer is not present at the delivery address;
  • The customer cannot be reached;
  • The address/phone number provided is incorrect or incomplete;
  • The customer refuses to accept the order;
  • Other reasons according to the shipping partner's regulations.

If the order is returned, Cuckoo Vina will contact the customer to confirm the need for re-delivery. Any additional costs (if any) will be notified before re-delivery is executed.

7. Bulky Products

For products with large dimensions or heavy weight:

  • Delivery methods may depend on the capacity and regulations of each shipping partner.
  • Some areas may not support express delivery or home delivery for bulky products.
  • Actual delivery time may be longer than the standard estimated time.
  • Cuckoo Vina will notify the customer of any restrictions affecting delivery before confirming the order.