Shipping and Refund Policy

Wednesday, 02/12/2015 22:54

Shipping & Refund Information

All products are shipped from Ho Chi Minh City in Vietnam and we currently ship to many countries worldwide. We strongly recommend you create a user account with your address and country information within the shopping cart. Once this is done our website’s shopping cart system will automatically calculate the shipping costs for each shipping method offered. If your country is not available please send us an email detailing your country name and we will add it to our system!

SHIPPING METHODS

Parcels are shipped using the joint service of EMS and VNPOST. This is the safest and fastest method of receiving your parcels from us and should take 7 to 14 days to arrive depending on your location.   EMS shipping has real-time tracking. After your order has shipped we will send you your EMS tracking number and a link to the EMS site where you can track your parcel. The postal site for your home country may also recognize these EMS tracking numbers.

LOST AND BROKEN ITEMS POLICY

While we do everything we can to ensure that your parcel arrives to you in a timely manner and without breakage we cannot control every aspect of its long international journey. We hope that our customers will be patient and understanding with any kinds of complications that might occur. We will always work hard to satisfy your needs and concerns!

To avoid any problems with your parcel:

Make sure that your correct address is on file with us and also with whichever payment method you choose to use. We will not be responsible for parcels sent to the wrong address if that is what you have given us.

Please supply your phone number. Your phone number will be added to the parcel and will assist couriers and customs officials should problems arise. We will not share any of your personal information with anyone unless it is directly related to the delivery of your purchased items. We are not in the business of selling or sharing our customers’ information.

Please let us know if there is any specific declaration you require on the shipping form.

OUR POLICY ON LOST AND RETURNED PARCELS

Should your parcel not arrive within 30 days please contact us and we will start investigating the matter.

If it is determined that your parcel is lost in transit we will offer to re-ship without additional charge using the original shipping method you paid for. Should you want to upgrade to a faster shipping method for the replacement parcel you will be charged the difference between the original method and the upgrade shipping method.

Although we pack all of the items we send with lots of proper wrap and take great care with packing sometimes items will arrive broken. Let us know immediately that you received broken items and we will replace them. If you are planning to make a subsequent order in the near future please let us know that it would be OK to include that replacement item with your subsequent purchase. Your patience and understanding is appreciated!

In the event that the Customs Agency of your country does not allow entry of the parcel we cannot be responsible.  We will refund you for the amount you paid minus shipping (both to and returning from your country)!  Please be familiar with the customs requirements of your home country so that we can avoid un-necessary and costly problems and delays.  Should you need documentation or invoices sent with the parcel please let us know at or before the time of purchasing.

If the parcel is returned to us as “undeliverable” or “wrong address” or denied by your Customs agency (or any other reason) we can attempt to send the parcel again, but you will be charged postage fees for the returned shipping as well as the second attempt shipping to you.  There are no refunds for items sent back to us, your only option is to ask us to send the items again and pay relevant postage fees.

Refund Policy

RETURNS AND REFUNDS POLICY

Returns may be made for items but only if they are unopened.  Customer will pay return shipping to Vietnam before a refund is processed. You have 40 days from the date of receipt of goods to return them to us.

If you want to return items there must be a valid reason. Simply not liking the tea or item is not a valid reason.

If you change your address after you have made the order or if you change your address after we have shipped out your parcel based on your registered address on our website, we do not accept return items.

MISSING OR BROKEN ITEMS POLICY

If an item is broken or missing from your parcel please inform us as soon as possible.  We may require you to provide photographic documentation of the defect or damage before we can replace the item or refund you.

If an item is damaged or missing from your order we reserve the right to send with your subsequent order.  We will not send the item by itself in a package of its own.  If you don’t want to wait to have the missing/damaged item sent in a subsequent order you may choose to have the price of the item and a portion of the shipping refunded to you.

Customer service will respond to requests within 2 working days.

Contact customer service at: sales@hatvala.com