Shipping policy

SHIPPING & DELIVERY POLICY

1. Geographic Scope & Carrier

  • Delivery Area: The Ho Tieu ships Nationwide (all provinces and cities within Vietnam).
  • Shipping Partner: We partner with Viettel Post to ensure your order is delivered safely and efficiently.

2. Order Processing Time

  • Orders placed before 1:00 PM: Will be processed and handed over to the carrier on the same day.
  • Orders placed after 1:00 PM: Will be processed on the next business day.
  • Note: Processing time does not include Sundays or Public Holidays.

3. Delivery Time & Shipping Rates Shipping fees are calculated based on package weight and the delivery method selected at checkout.

Standard Delivery:

  • Estimated Time: 2 - 4 business days.
  • Starting Rate: From 35,000 VND (for orders under 1kg).

Express Delivery (Fast Shipping):

  • Estimated Time: 1 - 2 business days (typically received within 48 hours).
  • Starting Rate: From 75,000 VND (for orders under 1kg).

 

4. Inspection Policy As The Ho Tieu currently requires pre-payment (No Cash on Delivery - COD), our inspection policy is as follows:

Upon delivery, please inspect the external condition of the package (ensure the box is not severely dented, wet, or tampered with).

If the package shows signs of abnormal damage, please refuse receipt immediately and contact us.

To ensure your rights regarding returns/refunds, please RECORD AN UNBOXING VIDEO as proof in case the product inside is missing, incorrect, or broken.

REFUND & RETURN POLICY

At The Ho Tieu, we want you to enjoy our products and be fully satisfied with your purchase. Please read our return conditions carefully, as rules differ for food and non-food items.

1. Damaged or Incorrect Items Please inspect your order upon delivery. If an item is defective, damaged, or if you received the wrong product, contact us immediately at thehotieu@gmail.com.

Important: To expedite your claim, please provide an UNBOXING VIDEO clearly showing the condition of the package and the product.

2. Non-returnable Items (Food Products) Due to food safety regulations, we cannot accept returns on perishable goods such as pepper, spices, or other edible products, unless they arrive damaged or incorrect due to our error.

3. Returnable Items (Non-Food Products) Non-food items (such as grinders, kitchen accessories, or merchandise) may be returned within 14 days of delivery, provided they are:

  • Unused and unopened.
  • In their original packaging.
  • Accompanied by a receipt or proof of purchase.

4. Return Shipping Costs

Defective/Incorrect Item: The Ho Tieu will cover 100% of the return shipping costs.

Change of Mind: The buyer is responsible for return shipping costs.

5. How to Initiate a Return To start a return, please contact us at thehotieu@gmail.com. Returns sent back without prior approval will not be accepted.

6. Refunds Once we receive and inspect your return, we will notify you of the approval status. If approved, refunds will be issued to your original payment method within 10 business days. Please note your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at thehotieu@gmail.com.