Payment, Shipping, Delivery, Returns
Payment Methods
Currently when paying for your order directly through the website, we can only accept PayPal. Bank transfers (VN and US customers only) or transfers through Wise (all countries) are also accepted. Your order will qualify for a 5% discount if you can pay by either of these methods. If you want to pay by these methods, choose “manual payment”, complete the checkout procedure and then send us a message through the contact us page or send an email to steve@vietsuntea.com. We will apply the 5% discount and send you our banking details as soon as possible.
Shipping Methods
We are able to ship to most countries. If you are not able to complete a purchase through the website, please contact us directly.
We offer free international shipping for orders above $77 and $10 flat rate shipping for orders below $77. Free shipping for orders shipped within Vietnam.
Shipping times depend on region and customs processing but orders to Asia and Australia/NZ are usually 1-2 weeks, US/ Canada 2-3 weeks and the rest of the world 2-4 weeks.
All orders are packed and shipped from Hanoi, Vietnam and are shipped via Singapore Post or private carrier depending on the region. Singapore Post is part of the EMS network. Orders are dispatched from Hanoi, arrive at the Singapore post warehouse and are then sent to the destination country. Orders are usually shipped out within 1-3 business days and we will send you a tracking number as soon as it is dispatched. Singapore post tracking numbers activate when the package arrives in Singapore which is typically 2-5 business days after the order ships from Vietnam. Private carrier tracking numbers activate immediately, or when the package reaches an international hub/ gets processed through customs in the destination country depending on the shipping carrier used.
Shipping with Vietnam Post is prohibitively expensive and with long shipping times hence the decision to ship with other carriers.
5-7 Day Express Fedex and DHL shipping may also available depending on the country. Orders of $77-200 will usually be able to ship with express shipping for a fee of $8-25 depending on the size/ weight of the packed up box. Orders of $250+ depending on the size/ weight of the packed up box usually qualify for free express shipping. Express shipping rates fluctuate monthly so those quotes above are subject to change. Send us an email if you need more information about these services.
Customs Information
Some countries do not accept packages of tea without additional exports paperwork. Your package could be held by customs and sent back to us. We are not responsible for the extra taxes and shipping fees that could be charged when clearing customs at the destination country.
Please familiarize yourself with your country's customs policies to avoid shipping issues. If you have any problems with your order, you can contact us and we'll try to help.
Returns
We accept returns for unopened products within 15 days of receiving the goods. Buyer is responsible for return shipping fees. If there is a problem with your order (missing items, incorrect items), please contact us immediately and we will be sure to come up with a solution to the problem as soon as possible.