Shipping policy

SHIPPING POLICY - SMOOTH.VN (URBANCHICK CO., LTD.)

Effective Date: April 22, 2025

We at Smooth.vn (under UrbanChick Co., Ltd.) understand that you want to receive your products quickly and safely. This shipping policy is designed to provide clear information about our shipping processes, timelines, and costs.

1. Order Processing Time

  • All orders will be processed and prepared for handover to the shipping carrier within [1-2] business days (excluding Saturdays, Sundays, and public holidays/Tet) after successful order confirmation.
  • During peak seasons, major promotions, or force majeure events, processing times may be slightly longer. We will notify you if there are significant delays.

2. Shipping Methods & Costs

  • We offer shipping services to all provinces and cities within the territory of Vietnam.
  • We partner with reputable shipping carriers such as Shopee Express, Giao Hang Nhanh (GHN), and ViettelPost to ensure your order reaches you in the best possible way. For same-day express delivery orders, we partner with AhaMove and GrabExpress.
  • Shipping Costs:
    • Shipping fees are calculated based on the weight, dimensions of the package, and your delivery address.
    • Detailed shipping costs will be clearly displayed at the checkout step after you enter your delivery address.
    • Free Shipping: We offer free standard shipping for orders valued at 300,000 VND or more.
  • Express Shipping: We offer express shipping services (e.g., GrabExpress, Ahamove) for orders within the inner city areas of Da Nang, Hanoi, and Ho Chi Minh City. Please contact customer service if you require this option (additional charges may apply).

3. Estimated Delivery Times

Delivery time is calculated from when the shipping carrier receives the package from Smooth.vn until it is delivered to your address. Please note these are estimated times and may vary depending on the carrier and external factors.

  • Inner city Da Nang, Hanoi, or Ho Chi Minh City with Express Shipping: Expected delivery within the same day or 1 business day.
  • Major cities (Hanoi, Da Nang, Ho Chi Minh City, Hai Phong, Can Tho, etc.) with Standard Shipping: Expected delivery in 2-4 business days.
  • Other provinces/cities: Expected delivery in 3-5 business days (remote areas may take longer).

Note: Delivery times may be affected by factors such as weather conditions, traffic situations, carrier peak periods, or other force majeure events.

4. Order Tracking

  • After your order is handed over to the shipping carrier, you will receive an email or SMS (depending on the information you provided) containing a tracking code.
  • You can use this tracking code to monitor the status of your order directly on the respective carrier's website.

5. Same-day Delivery in Da Nang, Hanoi, and HCMC

  • Express delivery options are available in the Da Nang, Hanoi, and HCMC areas, and applicable express shipping fees will apply.
  • For express orders with delivery addresses in the inner city areas of Da Nang, Hanoi, and HCMC, we strive to optimize delivery time, potentially delivering on the same day or the next business day (depending on order placement time and processing).

6. Potential Issues

  • Incorrect Delivery Address: Please ensure you provide a correct and complete delivery address (house number, street name, ward/commune, district, province/city) along with a contact phone number. We are not responsible for orders returned or lost due to incorrect address or phone number information. If the order has already been shipped, address changes may not be possible or may incur additional costs.
  • Damaged or Lost Goods:
    • If you notice the package shows signs of damage, denting, or dampness upon receipt, please inspect the goods immediately with the delivery personnel and refuse delivery if the product inside is affected. Please take photos of the package condition and the product.
    • If your order is lost or you do not receive it within 2 days after the estimated delivery time, please contact us immediately via email at hello@smooth.vn or hotline 036-334-0605.
    • For cases of damage (not detected upon receipt) or loss, please notify us within 48 hours of receiving the goods (for damage) or after the final estimated delivery date (for loss). We will work with the shipping carrier to investigate and provide an appropriate resolution (such as reshipment or refund) based on the verification results.

7. Shipping Restrictions

  • Currently, Smooth.vn ships both domestically within Vietnam and internationally. (Note: You may want to add details about international shipping procedures, costs, and carriers, possibly in a separate section or link).

8. Policy Changes

  • This shipping policy may be updated or changed without prior notice to align with Smooth.vn's operations or changes from shipping partners.
  • The latest version will always be posted on this website.
  • Your continued use of the service after changes take effect constitutes your acceptance of the new policy.

9. Contact Us

If you have any questions regarding the shipping policy, please contact us via:

  • Email: hello@smooth.vn
  • Hotline: 036-334-0605
  • Or via the Contact page on our website.

Thank you for shopping at Smooth.vn!