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TRANSPORT POLICY

1. ITEMS DO NOT RECEIVE SHIPPING

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- Goods on the list of prohibited shipping

- Fresh goods, with special guarantee conditions

- All Spray-type products that have a flammable label behind the product

 

2. DISCLAIMER OF INDEMNITY

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We are not responsible for compensation for damage to the goods in the following cases:

  • Damage occurs entirely due to the customer violation (the sender) or due to the inherent nature and defects of the goods (goods deformation).

  • The goods are lost or damaged

  • Due to weather conditions, and events outside the reasonable control of the company such as war, fire.

  • Damaged, expired or degraded

  • During storage, due to slow customs clearance or the recipient refuses to sign the consignee or cannot contact the consignee three times.

  • Goods without invoices and documents of origin are confiscated or destroyed under decisions of competent agencies.

  • Prohibited or prohibited goods from the company

  • The customers who intentionally submit prohibited goods will be confiscated by the company, the airline, the customs or other authorities.

  • Consignment customers intentionally undeclared, the company has the right to seize and will not compensate customers.

  • In some special cases, the customer may receive the goods that were deliberately undeclared but will have to pay a fine equal to twice the international rate for this item.

  • Force majeure cases prescribed by Australia, New Zealand and Cambodia regulations

 

3. RESPONSIBILITIES OF THE COMPANY

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  • Receiving and inspecting goods but ensuring intact goods

  • Complete shipping procedures, ensure safe goods during transportation

  • Notify customers of changes in shipping methods, time, fee

  • Settle complaints related to the goods within the agreed time

  • Compensation is agreed upon when risks occur during transportation

 

4. CONDITIONS FOR ACCEPTING A COMPLAINT AND COMPENSATION

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  • Customers provide documents certifying the delivery invoices to the company and the company is confirmed to receive goods

  • Customers provide invoices of goods in the list of goods declarations

  • Time to complain about the case of breakage + loss of goods: Within 24 hours from the time of receipt of goods. After 24 hours, the company did not resolve the complaint

  • Time of appeal for customs clearance cases + customs clearance + associated authorities: after 90 working days from the expected delivery date. After 90 days, the company will follow the goods insurance policy. Compensation time after 15 days of closing.

 

5. GOODS INSURANCE

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  • Maximum insurance is up to 60% due to the authorities associated shipping services, custom issues and other disasters.

  • Any items that are required to pay insurance, our company will refund 100% of its value based on value declaration.  

  • There is no policy to compensate cases of goods breakage for self-packed customers. Please pack the goods carefully before delivering to the company.

 

6. HOW TO CALCULATE GOODS WEIGHT

 

The cost of a shipment may be affected by the amount of space it occupies on an aircraft rather than the actual weight. There are 2 ways to calculate the weight of goods when shipping:

  • Actual weight of the goods

  • Convert goods size according to the formula

 

(Length x width x height) / 5000

 

  • Whichever is higher will be used as the kilogram charge

 

7. PROCESS OF RESOLVING COMPENSATION POLICIES:

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  • Step 1:

  • Please inform the company to request the company to guide the compensation procedures.

  • Step 2:

  • The maximum time for compensation is 07 working days from the date the company receives full compensation request file (excluding Sundays and public holidays according to the law, maximum 05 working days from the date of delivery) of customers.

  • Step 3:

  • The final compensation will be made by the company in the form of 2-5 working days from the date the two parties agree on compensation plan (excluding Sundays, holidays and New Year holidays prescribed in Australia and New Zealand).

 

NOTE: Please retain the purchase invoice for a compensation basis if any damage to the goods occurs when you use the company's services.

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