1. SCOPE OF APPLICATION
All customers who purchase products on the Website system https://mekongexport.com or customers who come directly to view and purchase products at the company and need direct home delivery. We currently have the following delivery methods:
1.1 Receive goods directly at MEKONG EXPORT COMPANY
– For customers who come to buy products at the Company’s headquarters and branches, you will receive the goods directly at the company’s stores and branches.
– Please check and compare the product with the documents, warranty card (if any) before receiving.
– You will be provided with full documents of Sales Invoice, Financial Invoice by the sales staff. You have the right to request the sales staff to provide documents if they have not been provided in time.
1.2 MEKONG EXPORT COMPANY staff will deliver goods to customers’ homes
– For customers in the Can Tho area, staff will deliver goods to your home (if requested by the customer).
– In some cases, customers order high-value products and have addresses in neighboring provinces… we still support home delivery (if requested by the customer).
– Normally, if you order during the day, you will receive the goods on the same day, if you order late in the afternoon, you will receive the goods the next day.
– The Shipping Department will contact you in advance to arrange a specific time and location for delivery.
– Please directly check the goods carefully upon receiving them from the delivery staff. If there are any problems related to the type, design, quality, or quantity of goods that are not as described in the order, please notify us immediately for coordination and handling. If there are no problems, please receive the goods and sign the delivery note.
– You receive the goods, sign the delivery note and pay the delivery staff all or part (if a deposit has been made) of the value of the purchased goods (including the value of the goods + shipping fee (if any) + installation fee (if any)).
– In case the goods have to be transferred from a remote warehouse to the warehouse at the company and branch, the sales staff will contact you to renegotiate the delivery time.
– In case for some reason the staff of MEKONG EXPORT COMPANY cannot deliver the goods on time, we will contact you again and notify you.
1.3 Delivery staff deliver goods to customers’ homes
– For customers in remote districts and provinces, in case MEKONG EXPORT COMPANY’s staff cannot deliver goods, MEKONG EXPORT COMPANY will authorize a number of delivery units such as VNPT, Viettel, or a number of other reputable delivery units.
– When placing an order, please fill in all necessary information as required to facilitate us in providing goods and receiving payment quickly. We are also not responsible for cases of delayed or lost delivery due to incorrect information provided by you.
– Delivery time depends on whether you choose express delivery or regular delivery, this time is only relative.
Express delivery: From 2 to 3 days,
Normal delivery: From 5 to 10 days
– Please check the goods immediately upon receiving the goods from the delivery person. If there is any problem related to the type, quality, or quantity of goods that are not as described in the order, please notify us immediately to coordinate with the delivery unit to handle the problem.
1.4 Delivery by passenger vehicle (bus) at bus stations
– Normally, this form of delivery will be applied to customers in districts and provinces far from the center; and you have acquaintances – relatives, who trust the passenger vehicle.
– MEKONG EXPORT COMPANY will deliver the goods to you by passenger vehicle according to the customer’s request.
– Please provide us with accurate information about the bus company: Bus company name (vehicle name), Full name of the owner (or driver, assistant), Vehicle license plate number, arrival and departure time at the bus station,… and some other information.
– Please pay the full value of the order before MEKONG EXPORT COMPANY delivers the goods or the owner (owner) of the bus will pay the full value of the order before receiving. At the same time, you should ask the owner to carefully check the goods before receiving.
2. DELIVERY FEE
2.1 Free delivery (not applicable to agents or selling prices equivalent to agent prices)
– Free delivery within inner/outer districts of Can Tho – applicable to orders with a value of VND 500,000 or more.
2.2 Delivery with a fee
– In addition to the above free delivery cases, the remaining cases will be charged a delivery fee according to the shipping fee table of the 3rd party carrier or according to the company’s fee table. This cost will be notified and confirmed by the company to you before you make payment and the company proceeds to ship the goods.
3. DELIVERY TIME
– Delivery time will be from 1-10 days depending on the form and distance of transportation.
– In some objective cases, the Company may delay delivery due to force majeure conditions such as bad weather, unfavorable traffic conditions, vehicle breakdown on the delivery route, problems during the shipping process.
– While waiting to receive the goods, if you have any questions about shipping information, please contact us for assistance.
4. RESPONSIBILITY FOR TRANSPORTED GOODS
– The Company will be responsible for the goods and risks such as loss or damage of goods during the transportation process from our warehouse to the place you specify.
– You are responsible for checking the goods upon receipt. When you discover that the goods are damaged, scratched, broken, dented, or incorrect, sign to confirm the condition of the goods with the Delivery Staff and immediately notify the Customer Service Department via the Company’s hotline.
– After you have signed for the goods without making any notes or comments about the goods. The company is not responsible for any requests for return or exchange due to damage, scratches, breakage, dents, wrong goods, etc. from you later.
– If the shipping service is designated and selected by you, you will be responsible for the goods and risks such as loss or damage of the goods during the shipping process from the place you designate to your company. The customer will be responsible for the shipping costs and related losses.
5. OTHER CONDITIONS
– The free shipping policy does not apply to products purchased during golden hour promotions, shock prices, etc.
– Road tolls, village entrance fees or apartment parking fees are paid by the customer.
– The company only delivers to the correct recipient that the customer registered when purchasing. During the delivery process, if there is an unclear change in the recipient, we have the right to refuse delivery and request the customer to receive the goods at the company’s sales location.
– If the delivery address is unclear, located in an alley, or in dangerous places, mountainous areas, or difficult means of transportation, we have the right to refuse to transport and deliver the goods directly.
– In cases of force majeure, due to natural disasters, floods, damaged bridges and ferries, etc., we are not responsible for compensating for damages arising from late delivery or failure to transport goods to the location as agreed with the customer.
– In case we have transported the goods to the delivery location as agreed upon at the time of purchase, but for some reason the customer requests to return the goods, the customer must bear the shipping costs according to the company’s regulations.
– For heavy and bulky products that need to be transported upstairs without an elevator, we ask customers to assist in delivery.
– On special days or holidays due to general traffic restrictions (road closures for some vehicles, etc.), delivery times may change. We will call customers to agree on delivery times.
After agreeing on the purchase and sale agreement, our company will proceed to supply, transport and install the products according to customer requirements.
Before transporting, we will contact customers to request a specific time and location for delivery to you.
Delivery and installation time: From 7:30 am to 5:30 pm from Monday to Saturday
Customers are responsible for checking the goods again and signing the handover minutes when our company has completed the installation.