Shipping policy

1. Delivery Scope

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

Some special areas or products with large size/weight may have limitations on delivery methods and coverage. 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 shipping unit’s rate policy.
  • The applicable shipping cost for the order will be displayed at the checkout step for customers to review before completing the order.
  • Some sales programs may offer free shipping or shipping fee support according to the conditions of each program.

3. Estimated Delivery Time

Delivery time is calculated from the moment the order is confirmed, fully prepared, and handed over to the shipping unit.

Estimated timeframes:

  • Hanoi and Ho Chi Minh City: approximately 01–03 working days.
  • Other provinces/cities: approximately 03–05 working days.
  • Remote areas, rural regions, and islands: approximately 03–07 working days or longer depending on actual conditions.
  • Express service: only available in certain areas and for products/orders that meet the shipping unit’s conditions. Customers are advised to contact Hotline/Customer Service to check before placing an order.

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

4. Checking Goods Upon Receipt

To protect customers’ rights, Cuckoo Vina recommends the following steps when receiving goods:

  • Check the external condition of the package before accepting it.
  • Inspect whether the package shows signs of tearing, denting, puncturing, wetness, or having been forced open.
  • Cross-check the product name, model, and quantity with the information on the order/shipping document.
  • Continuously record a video of the unboxing process, especially for high-value products or those prone to damage during transportation.
  • If the package shows signs of serious damage, customers should immediately notify the delivery staff and contact Cuckoo Vina for guidance.

5. Cases of Detecting Damage Upon Delivery

If the package shows signs of severe deformation, cracking, or indications that the product inside may be affected, the customer may:

  1. Request the delivery staff to record the abnormal condition of the package;
  2. Refuse to accept the goods in appropriate cases;
  3. Contact Cuckoo Vina immediately for verification and support.

Refusing to accept the goods does not replace the verification process. Cuckoo Vina will coordinate with the shipping unit to inspect the order status and propose an appropriate handling solution.

6. Cases of Unsuccessful Delivery

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

  • The customer is not present at the delivery address;
  • Unable to contact the customer;
  • Incorrect or incomplete address/phone number information;
  • The customer refuses to accept the goods;
  • Other reasons according to the shipping unit’s regulations.

In cases where the order is returned, Cuckoo Vina will contact the customer to confirm the need for re-delivery. Any arising costs (if any) will be notified before proceeding with the re-delivery.

7. Bulky Products

For products with large size or weight:

  • The delivery method may depend on the capacity and regulations of each shipping unit.
  • Some areas may not support express delivery or door-to-door delivery for bulky products.
  • Actual delivery time may be longer than the usual estimated time.
  • Cuckoo Vina will notify the customer if there are any restrictions affecting delivery before confirming the order.