Shipping policy

Shipping Policy - Smooth®®

(UrbanChick Co., Ltd. – Effective Date: August 20, 2026)

At Smooth®, we understand that you always want to receive your products quickly, discreetly, and safely. This policy provides full information regarding our shipping process, timelines, and costs.

1. Order Processing Time

  • Preparation Time: Orders are packed and handed over to the shipping carrier within 1–2 business days (excluding Saturdays, Sundays, and public holidays) after successful payment/order confirmation.

  • Note: During peak periods or major promotional events, processing times may take longer. Smooth® will proactively notify you via email or SMS if any delays occur.

2. Shipping Methods & Costs

  • Standard Shipping (ViettelPost): Applicable nationwide and internationally.

    • Free Shipping: Applies to all standard orders of 500,000 VND or more within Vietnam.

    • Shipping Fee: Calculated based on package weight, dimensions, and delivery address. Detailed costs are automatically displayed at checkout.

  • Express Shipping (GrabExpress): Applicable to inner-city areas of Ho Chi Minh City and Hanoi.

    • Same-day direct delivery (1–4 hours from order confirmation).

    • Express delivery fees are displayed directly based on partner rates at the time of order placement.

3. Estimated Delivery Time

Region Method Estimated Time
Major Cities (Hanoi, HCMC, Da Nang, Hai Phong, Can Tho, etc.) Standard 2–4 business days
Other Provinces / Cities Standard 3–5 business days (remote areas may take longer)
Inner-city HCMC / Hanoi Express Same day (1–4 hours)
International Standard 14–21 business days

Note: Actual delivery times may vary due to weather, traffic, or force majeure events on the shipping carrier's end.

4. Order Tracking

  • As soon as your order leaves the warehouse, Smooth® will send a Tracking Code via Email or SMS.

  • You can check the delivery progress directly on the carrier's website or under the My Orders section on Smooth.vn.

5. Issue Handling & Returns

  • Delivery Information: Please provide an accurate address and phone number. Smooth® is not responsible for lost or returned orders resulting from incorrect recipient details.

  • Upon Delivery:

    • If the package shows signs of severe tearing, heavy denting, or moisture, please record a video or take photos of its condition and inspect it together with the courier.

    • You have the right to refuse delivery if the items inside are damaged.

  • Reporting Issues:

    • Damaged Goods / Missing Items: Notify Smooth® within 48 hours of receiving the package.

    • Delayed / Lost Orders: Notify us if you have not received your order 2 days after the maximum estimated timeframe.

    • Support Hotline: (84) 36 334 0605 | Email: hello@smooth.vn

    • Smooth® will verify with the shipping provider and send a replacement or issue a refund immediately upon verification.

6. Policy Updates

This shipping policy may be adjusted to align with operational practices. The latest version is always publicly updated on Smooth.vn.

7. Contact Information