Method of delivery or service provision:
Customers can choose the appropriate delivery method directly on the system, including self-pickup at the store or using the doorstep delivery service provided by our team or a delivery service chosen by the customer.
Delivery time and location limits:
Shipping time and cost will depend on the specific method and delivery area. Estimated delivery times are as follows:
- For customers in Ho Chi Minh City: 01 – 02 business days
- For customers in suburban/provincial areas: 03 – 05 business days
However, there may be cases where delivery takes longer, but this only occurs in unavoidable circumstances such as:
- https://idocean.coffee staff are unable to contact the customer by phone, making delivery impossible.
- The delivery address you provided is incorrect or difficult to find.
- The number of orders at https://idocean.coffee increases sharply, causing a delay in order processing.
- The supplier to https://idocean.coffee is slower than expected, delaying delivery, or the shipping partner is slow. https://idocean.coffee delivers nationwide. https://idocean.coffee sells goods from its warehouse at good prices.
Geographical limitations in delivery or service provision and shipping fees:
Regarding shipping fees, Idocean provides nationwide delivery services; however, delivery time and cost may vary depending on the delivery area. Shipping fees are calculated based on geographical distance, order volume/weight, and are determined by the shipping service provider. When a customer places an order and selects a shipping method/carrier, the specific fee will be displayed accordingly in the order for the customer to review and decide.
The delivery process of https://idocean.coffee is a closed process; all orders will be forwarded to the delivery staff as soon as possible to deliver to you at the chosen time. Before delivery, the shipping staff will contact you to confirm and inform you of the delivery time.
You may have someone else receive the goods; however, we will require a letter of authorization with your confirmed signature, clearly stating the authorized recipient of the order.
In cases where the customer wants to change the delivery address for the product, the customer must call and inform the Customer Service Center of the name and contact number of the person designated by the customer to receive the product, as well as the product delivery address.
In some cases, when requested by the delivery staff, the customer/recipient must present identification documents such as an ID card/Citizen ID card/Passport for the delivery staff to check before receiving the goods.
In the event of a delivery delay, we will promptly inform the customer, and the customer can choose between canceling or continuing to wait for the goods.
Allocation of responsibilities between https://idocean.coffee and the transport service provider regarding the provision of goods documents during delivery
All orders are carefully packaged and sealed by https://idocean.coffee before shipping. The shipping unit is responsible for transporting the goods according to the principle of "original packaging, original contents," ensuring that the goods are not opened or damaged during delivery.
The packaging of each order will contain the following information:
- Recipient information: Recipient's name, phone number, and delivery address.
- Order tracking number.
To ensure the safety of the goods, https://idocean.coffee will provide a financial invoice or valid warehouse release note for the product in the package (if any).
The shipping unit is responsible for providing these goods-related documents to the customer and when requested by competent state management agencies during the delivery service.
Responsibility for goods damaged during transit
For goods damaged during transit, whether the order is transported by the store itself or by a third party, we will be responsible for resolving the issue for the customer. The customer has the right to refuse the product and request an exchange/return according to the "return for refund" policy. Any issues arising will be handled by us directly with the shipping partner to settle compensation for the order in accordance with the cooperation agreement between the company and the third-party shipping service provider.
