DELIVERY POLICY

I. SCOPE OF APPLICATION

This policy applies to all customers who purchase products on the Hobiverse website, which is owned and operated by Viet Tinh Anh Joint Stock Company.

Hobiverse delivers nationwide through legitimate and reputable shipping partners: Giao Hang Nhanh, Viettel Post, Grab.

II. DELIVERY POLICY

1. Delivery Methods

Hobiverse currently offers the following delivery methods:

  • Standard delivery via shipping partners (Giao Hang Nhanh, Viettel Post);

  • Express delivery (4 hours) via Grab in some supporting provinces/cities.

Customers can choose a suitable delivery method at the order placement step on the website.

2. Estimated Delivery Time

2.1. 4-hour Express Delivery:

  • Orders placed before 5:00 PM: delivered within the same day;

  • Orders placed after 5:00 PM: delivered before 11:00 AM the next day.

2.2. Standard Delivery:

  • Inner city: Ho Chi Minh City, Hanoi and central areas: 1–3 days;

  • Outskirts: Suburban areas, districts of HCMC/Hanoi and other provinces: 3–5 days;

  • Inter-provincial: 5–7 days.

Delivery times may vary due to weather conditions, natural disasters, epidemics, holidays, peak shopping seasons or other force majeure factors.

3. Delivery Fees

  • Shipping fees are specifically displayed at the checkout step, depending on the region and delivery method;

  • Free shipping for standard orders from 500,000 VND or more (not applicable for express delivery);

4. Failed Delivery

Delivery is considered unsuccessful when the shipping partner has attempted contact a maximum of 3 times but has not received a response from the customer, or in cases where:

  • The delivery address is incorrect or does not exist;

  • The customer changes the address but does not notify in time;

  • The customer cannot receive the goods at the time of delivery and does not respond after the shipping unit has contacted them.

  • The package is severely damaged during transit (torn, dented, wet, broken, etc.) and is not in suitable condition for delivery to the customer.

In the above cases, Hobiverse will contact the customer to confirm the handling plan. If no response is received from the customer after 3 contact attempts within 3 consecutive working days, with a maximum of 1 contact per day, the order will be deemed a failed delivery and returned to Hobiverse for processing according to the corresponding procedure.

For prepaid orders (if any), refunds will be processed according to the timeline and regulations published in the Refund section of the Exchange/Return Policy.

5. Changing/Cancelling Orders During Delivery

  • Customers can request to change/cancel an order before it is handed over to the shipping partner, and this only applies to cash on delivery (COD) orders.

  • Once an order has been handed over to the shipping partner, change/cancellation requests may not be accepted.

6. Delayed Delivery

Delivery is considered delayed when the actual delivery time exceeds the estimated delivery time communicated to the customer at the time of order confirmation or during order processing.

Reasons for potential delivery delays:

  • Adverse weather conditions, natural disasters, epidemics, or other force majeure events;

  • Holidays, peak shopping seasons, or overload of the shipping partner;

  • Difficult-to-access delivery address, change of delivery address after the order has been confirmed;

  • Customer does not answer the phone or cannot arrange a time to receive the goods according to the estimated delivery schedule;

  • Customer provides incomplete or incorrect delivery information, or the delivery address needs to be reconfirmed;

  • Other objective reasons from the customer that disrupt the delivery process;

  • Other objective factors beyond Hobiverse's control.

Handling plan for delayed delivery:

  • The delivery time will be adjusted and re-notified to align with the actual situation;

  • If the customer no longer wishes to receive the goods, the order will be processed according to the failed delivery procedure in section 4 of this policy;

  • Hobiverse is not liable for compensation in cases of delayed delivery due to force majeure.

7. Responsibilities of Parties:

7.1. Responsibilities of Hobiverse

  • Provide accurate and complete order information to the shipping partner (product name, quantity, delivery address, customer contact information).

  • Provide order value and payment method information to the shipping partner if the customer chooses cash on delivery (COD). Cash collection (COD), reconciliation, and money transfer are carried out according to the agreement between Hobiverse and the shipping partner.

  • Package the correct product, in the correct quantity according to the order, and package appropriately for the characteristics of each product type to minimize risks during transportation.

  • Select and cooperate with reputable and legal shipping partners to ensure the quality of delivery services.

  • In case of damage or loss during transportation, Hobiverse will coordinate with the shipping partner to inspect and resolve it according to regulations.

  • Receive and resolve customer complaints related to delivery in accordance with the delivery policy.

  • Protect the legitimate rights and interests of customers in case of errors arising from Hobiverse or from the shipping partner.

7.2. Customer Responsibilities

  • Provide complete and accurate delivery information (full name, phone number, address).

  • Ensure the provided phone number is reachable to coordinate receipt when the shipping partner makes delivery.

  • Pay the full order value (for cash on delivery – COD).

  • Inspect the external condition of the package upon receipt.

  • Inspect the product immediately upon receipt and provide information, images, and videos to support the reconciliation process when a complaint arises within the specified period.

If the customer provides incorrect delivery information leading to unsuccessful delivery, Hobiverse is not responsible and reserves the right to cancel the order.

7.3. Responsibilities of Shipping Partners

  • Perform delivery according to the estimated time communicated to the customer via email and/or other communication methods using the information provided by the customer.

  • Ensure the integrity of the goods throughout the transportation process; avoid dropping, denting, or losing goods.

  • Contact the customer using the phone number provided at the time of ordering to confirm delivery.

  • Timely notify Hobiverse in case of incidents such as delayed delivery, inability to contact the customer, or other unusual situations.

  • Coordinate with Hobiverse to resolve complaints arising during transportation (loss, damage, incorrect delivery of goods, etc.) within the scope of responsibility agreed upon by the parties.

  • The shipping partner is responsible for protecting the customer's personal information during delivery; data should only be used for delivery purposes and not disclosed or provided to third parties, unless with the customer's consent.

III. CONTACT INFORMATION

📍 Viet Tinh Anh Joint Stock Company

🏢 33–35 Ngo Thi Bi Street, Him Lam New Urban Area, Tan Hung Ward, Ho Chi Minh City

📞 Hotline: 1900 1208

📧 Email: lienhe@hobiverse.com.vn

🌐 Website: https://hobiverse.com.vn

IV. EFFECTIVE DATE

This policy is effective from the date of its public posting on the Hobiverse website and may be adjusted as necessary.