Delivery policy

Delivery Policy

[Last updated: 10/05/2025]

Shinnara is committed to providing customers with fast and convenient delivery services. This delivery policy applies to orders placed online via website, app, chat, or phone call.

1. Delivery method

Shinnara offers two delivery methods:

Customers purchase directly at our store.

Delivery via shipping carriers: We partner with reputable shipping companies to deliver goods to our customers.

3. Estimated delivery time

Delivery time : Delivery time usually ranges from 3-5 days from the date of order confirmation or as agreed with the customer when placing the order.

Order processing : After receiving your order information, we will process it within 24 hours and provide you with payment and delivery details.

Delivery Delays : Certain force majeure circumstances may cause delays in delivery, including:

Unable to contact the customer by phone to confirm delivery.

The delivery address is incorrect or difficult to find.

The surge in the number of orders is affecting the processing time.

The supplier or shipping partner is experiencing problems, resulting in delayed deliveries.

4. Shipping fee

Shipping fees are calculated based on the rates of the shipping companies, depending on location and order weight. We will inform customers of the specific fee when confirming the order.

5. Geographical restrictions for delivery

For customers outside of Ho Chi Minh City : If you require large quantities or are a wholesale buyer, we will coordinate with the delivery services of shipping companies. The fee will be calculated according to the rates of the shipping companies or as agreed upon in the contract between the two parties.

6. Responsibilities of merchants and logistics service providers

Goods documentation : Shinnara is responsible for providing sales invoices to customers during the delivery process.

Carrier's obligations :

Provide shipping documents upon delivery.

Ensure that goods are transported completely, safely, to the designated location, and on time as promised.

Deliver the goods to the person entitled to receive them.

Shipping costs will be borne by the buyer, unless otherwise agreed.

Purchase civil liability insurance as required by law.

Compensation for damages if goods are lost or damaged during transportation.

Obligations of the consignor :

Pay the shipping fee in full to the carrier according to the agreed-upon timeframe and method.

Provide necessary information regarding the goods to ensure their safety during transportation.

If agreed upon, the consignor may safeguard the goods during transit, but no compensation will be claimed if the goods are lost or damaged during this process.

7. Responsibility for goods damaged during transportation

Shinnara's responsibility : Shinnara is responsible for resolving issues related to goods damaged during transportation, whether the goods are delivered directly by Shinnara or transported by a third party.

Return Policy : Customers have the right to refuse to accept the product if it is damaged during shipping and request an exchange or return according to the "return and refund" policy. Any issues that arise will be resolved by Shinnara with the shipping partner according to the cooperation agreement.

In case of delivery delays : If there is a delivery delay, Shinnara will notify customers promptly. Customers can choose between canceling the order or continuing to wait for delivery .

7. Contact us

Support Center: SHINNARA CO., LTD.
Address: MD Complex Building | 68 Nguyen Co Thach Street, My Dinh Ward, Hanoi, Vietnam.
Email: info@shinnara.vn
Phone number: (+84) 939 200 993

We will try to respond to your request as soon as possible.