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Delivery information

1. Delivery Methods

After receiving and confirming your order, we will arrange delivery as quickly as reasonably possible.
To facilitate timely and accurate delivery, Customers are requested to provide complete and accurate delivery information, including house number, street name, ward, village, hamlet, residential area, commune, town, district, city/province, and any other information necessary to identify the delivery address.

We reserve the right to cancel orders containing unclear, incomplete, or inaccurate delivery information.
ETERRA.VN shall not be responsible for delays, failed deliveries, lost shipments, or other delivery-related issues resulting from inaccurate or incomplete information provided by the Customer.

ETERRA.VN currently provides the following delivery methods:

Direct delivery by ETERRA.VN staff:
ETERRA.VN staff may deliver products directly to the Customer’s address.

This delivery method is available in selected provinces and cities.
For further information, please contact us at 0866715030.

Available delivery options:

  • Direct collection by the Customer at our store.
  • Delivery to the address specified by the Customer.

We are committed to delivering products to the Customer’s specified address.
Customers are entitled to inspect the products before making payment to the delivery service provider, where applicable.

Please contact us immediately if a delivery representative requests unauthorized additional charges or refuses to deliver the products to the agreed delivery address.

Shipping Fee: Free shipping.

2. Estimated Delivery Time

Estimated delivery times may vary depending on geographical distance, delivery location, and delivery method.

Once the order has been confirmed and all required information has been verified by our staff, the product will normally be delivered to the Customer within 1–2 business days.
For suburban areas and other provinces, the estimated delivery time may vary depending on the destination.

Order Processing Time

  • Orders placed between 8:00 AM and 5:00 PM: we will contact the Customer on the same day.
  • Orders placed after 5:00 PM: we will contact the Customer the following morning.

Delivery Time

  • Within Ho Chi Minh City: approximately 1–2 days.
  • Suburban areas and other provinces: approximately 7–14 days.
  • During peak periods such as public holidays, Lunar New Year (Tet), year-end periods, epidemics, natural disasters, or other circumstances affecting transportation, immediate delivery may not be possible.
    In such cases, we will contact the Customer to arrange an appropriate delivery schedule.
    We appreciate your understanding.
  • Before delivery, we will contact the Customer to confirm that the order has been dispatched or is being prepared for delivery.
  • If the Customer is unavailable during the first delivery attempt, we will contact the Customer by phone or email to arrange another suitable delivery time.
    If the Customer is unavailable during the second delivery attempt, we will contact the Customer again where appropriate.
    After two unsuccessful delivery attempts due to the Customer’s unavailability, the product may be returned to ETERRA.VN.
    If the Customer still wishes to purchase the product, please contact us to arrange a new order or delivery.

If any issue arises during the delivery or receipt of your order, please contact us directly via our Hotline at
0866715030. We will make reasonable efforts to resolve the matter as soon as possible.

3. Geographical Delivery Limitations

Geographical delivery limitations: None.

Customers are responsible for inspecting the condition of the products upon delivery.
Customers may request an immediate return or exchange at the time of delivery/receipt in the following circumstances:

  • The delivered product does not match the type, model, specifications, or other details stated in the Customer’s order or displayed on the website at the time the order was placed.
  • The quantity delivered is insufficient or the product set is incomplete compared with the confirmed order.
  • The external condition of the product has been affected, including torn or damaged packaging, peeling, breakage, cracks, or other visible physical damage.

Customers are responsible for providing relevant documents, photographs, videos, or other reasonable evidence demonstrating the above-mentioned issues in order to complete the applicable return or exchange procedure.

Notification and Return Timeframes

Return/Exchange Notification Period:
Customers must notify us within 60 minutes from the time of receiving the product
in cases involving missing accessories, missing promotional gifts, breakage, or physical damage.

Return Shipment Period:
The applicable product must be sent back within 24 hours from the time of receipt.

Return and Exchange Locations

Customers may bring eligible products directly to our company stores to request a return or exchange in accordance with the applicable Return & Exchange Policy.

If Customers have comments, feedback, or complaints regarding product quality, please contact our Customer Service Hotline:
0866715030.

4. Responsibilities of Merchants and Logistics Service Providers Regarding Product Documentation During Delivery

Obligations of the Carrier

  • Ensure that the goods are transported completely and safely to the agreed destination within the agreed timeframe.
  • Deliver the goods to the person authorized to receive them.
  • Bear expenses relating to the transportation of the goods, unless otherwise agreed.
  • Maintain civil liability insurance where required by applicable law.
  • Compensate the party hiring the transportation service for loss or damage to the goods caused by the carrier, unless otherwise agreed or otherwise provided by applicable law.
  • Deliver the goods together with all relevant product documents prepared and provided by the party hiring the transportation service.

Rights of the Carrier

  • Verify the authenticity, condition, and relevant information relating to the goods, bill of lading, shipping documents, or other equivalent transportation documents.
  • Refuse to transport goods that do not correspond to the type of goods agreed upon in the transportation contract.
  • Require the party hiring the transportation service to pay all applicable transportation charges in full and within the agreed timeframe.
  • Refuse to transport goods prohibited from circulation or goods that are dangerous, hazardous, toxic, or otherwise unsuitable for transportation in accordance with applicable laws and regulations.

Obligations of the Party Hiring the Transportation Service

  • Pay the carrier all applicable transportation charges in full, within the agreed timeframe and using the agreed payment method.
  • Provide all necessary information regarding the goods to ensure their safe and appropriate transportation.
  • Supervise or take care of the goods during transportation where such responsibility has been agreed upon.
    If the party hiring the transportation service assumes responsibility for supervising the goods and the goods are lost or damaged due to circumstances falling within that responsibility, compensation may not be applicable.
  • Prepare all required documents and supporting documentation relating to the goods and provide them together with the products to the carrier.

Rights of the Party Hiring the Transportation Service

  • Require the carrier to transport the goods to the correct destination and within the timeframe agreed by the parties.
  • Receive the transported goods directly or appoint a third party to receive the goods on its behalf.

Liability for Damages

  • The carrier shall be responsible for compensating the party hiring the transportation service if the goods are lost or damaged due to circumstances for which the carrier is legally responsible.
  • The party hiring the transportation service shall be responsible for compensating the carrier and affected third parties for damage caused by dangerous or hazardous goods where appropriate packaging, disclosure, or safety measures were not provided to ensure safe transportation.
  • In the event of force majeure resulting in the loss, damage, or destruction of goods during transportation, the carrier shall not be liable for compensation, unless otherwise agreed by the parties or otherwise required by applicable law.