FAQs

1. Who can register?

vietnine.com is free for all users. Please review our terms of service and policies for a seamless shopping experience.

2. Do you offer international shipping services?

Yes. We support cross-region fulfillment arranged through our logistics partners in Vietnam.

For international orders where shipping fees are marked as Not Included at checkout, we will notify customers of the shipping cost once the parcel reaches our sorting center, together with payment instructions.

3. Can I use my own personal agent or logistic partner in Vietnam for my shipment?

Yes. Customers can arrange for a local shipping company in Vietnam to receive and forward the package to their region.

4. What should I do if I want to use my own personal agent or logistic partner in Vietnam for my shipment?

During checkout, enter your shipping details, including your full name, phone number, and email address.

For the shipping address, use your personal agent's or logistics partner's complete address and city in Vietnam instead of your own. If applicable, add your logistics partner or agent contact number in the notes section along with any order instructions.

This information will be used to forward your parcel to your chosen logistics partner or agent in Vietnam, so please ensure all details are accurate to prevent delivery delays.

5. Can I place an order without having a shipping partner in Vietnam?

Yes. For international orders where shipping fees are marked as Not Included at checkout, once your parcel arrives at our sorting center, our support team will reach out with the exact shipping quote from our logistics partner for your region, together with payment instructions.

6. What happens if I choose to arrange and ship my parcel with my preferred shipping service but cannot find alternative shipping options right away?

A 30-day storage period is provided free of charge at our sorting center, allowing you to arrange shipping with your preferred service.

You can also check our blog for tips on finding shipping services in Vietnam.

7. How can I track my order?

You can track your shipment's progress on our website portal with your tracking number. You can also use the Track Order page.

8. Can I change or cancel my order?

Yes. You can change or cancel your order within 24 hours of placement by contacting our support team at support@vietnine.com.

If payment has not been made, the order will automatically be canceled within 3 business days.

9. How can I contact customer support?

You can contact our support team through the Contact page.

10. What should I do when the shipping fee for my region is marked as Not Included during checkout?

You can go ahead and place your order.

Our support team will provide your region-specific shipping quote from our logistics partners and payment instructions once your parcel reaches our sorting center. Alternatively, you can arrange and use your preferred agent or logistics partner in Vietnam for your shipment.

11. Is cash on delivery available for all users?

We currently offer cash on delivery for users in Vietnam, and for frequent international buyers with a good purchase history. The threshold can increase over time based on your order history.

If you have any further questions or need assistance, please reach out to our support team for expert advice and support.