Shipping Policy
Shipping and Delivery Policy
Ecombox is committed to providing fast, safe and reliable delivery services. We partner with reputable shipping units to ensure products are delivered to you in the best condition.
1. Delivery Areas
Currently, Ecombox supports nationwide delivery in Vietnam.
2. Delivery Time
Delivery time is calculated from when the order is confirmed and processed:
| Area | Delivery Time | Note |
|---|---|---|
| Inner city Hanoi, HCMC | 1-2 days | Fast delivery |
| Inner city other provinces | 2-3 days | Standard delivery |
| Suburban, outskirts | 3-5 days | Depending on traffic conditions |
Note: Delivery time may be affected by weather conditions, traffic, epidemics or holidays, Tet. We will notify you if there is any delay.
2.1. Express Delivery
Same-day or within 24 hours delivery service:
- Applicable to inner city Hanoi and Ho Chi Minh City
- Orders placed before 14:00 are delivered same day
- Shipping fee is 20,000 - 30,000 VND higher than standard delivery
- Only applicable to certain products
2.2. Scheduled Delivery
Customers can choose delivery time slots:
- Morning: 8:00 - 12:00
- Afternoon: 13:00 - 17:00
- Evening: 17:00 - 20:00 (only in Hanoi and HCMC)
Surcharge: 10,000 - 15,000 VND for scheduled delivery service
3. Shipping Fees
3.1. Basic Fee Table
| Weight | Inner City | Outer City | Intercity |
|---|---|---|---|
| Under 1kg | 15,000 VND | 25,000 VND | 30,000 VND |
| 1kg - 3kg | 20,000 VND | 35,000 VND | 45,000 VND |
| 3kg - 5kg | 30,000 VND | 45,000 VND | 60,000 VND |
| Over 5kg | Contact for detailed quote | ||
Note: The above shipping fees are for reference only, not listed prices. Actual shipping fees depend on the shipping unit.
3.2. Free Shipping
Conditions for free shipping:
- Free shipping for orders from 2,000,000 VND or more
- Special promotional programs
4. Shipping Units
Ecombox partners with reputable shipping units: Giao Hang Nhanh (GHN), Giao Hang Tiet Kiem (GHTK), Viettel Post, J&T Express.
The shipping unit is automatically selected based on delivery address and availability. You will receive a tracking code to track your order.
5. Delivery Process
Order Confirmation
Customer service confirms order via email/SMS within 2-4 hours
Prepare Goods
Carefully pack, label and transfer to shipping unit (4-24 hours)
In Transit
Receive tracking code to follow order journey
Successful Delivery
Shipper contacts before delivery, you check and receive goods
Confirm and Review
Rate product quality and delivery service
6. Notes When Receiving Goods
Before receiving goods:
- Shipper will call 15-30 minutes before arriving
- Make sure you or a family member is present to receive
- Prepare cash if paying COD
When receiving goods:
- Check order information (name, address, phone number)
- Check outside condition of the package
- Have the right to open package to check product
- Refuse to receive if goods are incorrect or damaged
After receiving goods:
- Carefully check product within 24 hours
- Keep invoice and packaging for warranty/return
- Contact immediately if any issues are found
- Rate product and service (if satisfied)
7. Failed Delivery Handling
Cases of failed delivery and handling:
Cannot Contact Recipient
Shipper will call back 2-3 times during the day. If unable to contact, goods will be stored at post office for 2-3 days before returning.
Incorrect Address
Customer service will contact to reconfirm address. Customer may have to pay re-shipping fee if wrong information provided.
Customer Refuses Receipt
Order will be returned. Customer may have to pay round-trip shipping fees (except for defective goods or wrong description).
Goods Damaged During Transit
Take photos and send to customer service immediately. We will send new product or refund 100%, free shipping.
8. Order Tracking
You can track your order through:
Website
Login account → My Orders
Receive email notifications about order status
SMS/App
Track via shipping unit's tracking code
9. Delivery Support
If you have questions about delivery or need support, please contact:
- Email: [email protected]
- Address: 215, Street 138, Tang Nhon Phu Ward, Ho Chi Minh City
- Business Hours: Mon - Fri: 8:00 - 17:30 | Sat: 8:00 - 12:00
Note: This policy may be updated over time. Please check regularly for the latest information.
Last Updated: January 2026