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Delivery Policy

1. Scope & Eligible Recipients

  1. This policy applies to deliveries for orders placed via the App, Website, or through Sales Consultants.
  2. Applicable Areas: Ho Chi Minh City, Hanoi, and some surrounding areas (including certain districts that have been merged into Ho Chi Minh City and Hanoi).
  3. The list of serviced areas may be updated according to operational requirements at different times.

2. Definitions

  1. MOQ (Minimum Order Quantity): The minimum order value required to place an order.
  2. Free Shipping Threshold: Orders with a value equal to or above this threshold are eligible for free delivery (based on the delivery area).
  3. Service Fee: A charge applicable when the order value does not meet the free shipping threshold (based on the delivery area).
  4. Area (1–5): Classification of service areas based on districts/wards.
  5. Cut-off: The deadline for finalizing orders to ensure delivery on the next day (D+1).

3. Order Placement & Confirmation

  1. Orders are considered confirmed when the system records a successful order placement.
  2. Buyers are responsible for providing accurate delivery details (address, phone number, and availability for receiving the order).

4. Delivery Date, Time Frame & Cut-off

  1. Delivery Days: Monday – Sunday.
  2. Delivery Time Frame: 06:00 AM – 06:00 PM; the buyer can select a preferred time slot within this period.
  3. Cut-off: Orders must be placed before 11:59 PM (local time) → Expected delivery on the next day (D+1).
  4. Same-day delivery (if possible): No commitment to the number of items delivered.
  5. The Lunar New Year holiday schedule will be announced in advance through official channels.

5. Minimum Order & Fee Structure by Group/Area

  1. Delivery fees are applied according to the service area (1–5). Areas 1–4 are defined based on the district list in the lookup link; Area 5 includes all other districts not listed.
    • See the list of districts/wards by area here.
  2. Fee Structure:

Group/Area

Free Shipping Threshold (≥)

Minimum Order Quantity (MOQ)

Distance Range

VAT

Shipping Fee (VAT not included)

Shipping Fee (VAT included 8%)

1

> 400.000 VND

200.000 VND

<15km

8%

25.000 VND

27.000 VND

2

> 1.000.000 VND

500.000 VND

<20km

8%

35.000 VND

37.800 VND

3

1.500.000 VND

1.000.000 VND

<25km

8%

50.000 VND

54.000 VND

4

2.000.000 VND

1.200.000 VND

25-35km

8%

150.000 VND

162.000 VND

5

7.000.000 VND

5.000.000 VND

>35km

8%

200.000 VND

216.000 VND
  1. Application Rules:
    • a) Orders ≥ free shipping threshold (by store group/area) → free delivery.
    • b) Orders ≥ MOQ but < free shipping threshold → apply corresponding delivery fee.
    • c) Orders < MOQ → not eligible for placement (unless otherwise agreed).

6. Special Agreements (by contract)

  1. For customers with special agreements (by contract): The MOQ and service fee exemptions/reductions will follow the contractual terms, which may override the default values for group/area in Section 5.
  2. In case the contract terms differ from this policy, the contract terms will take precedence within the agreed scope.

7. Delivery/Reception & Re-coordination Rules

  1. Buyers are responsible for arranging someone to receive the goods during the registered time slot.
  2. If no contact is made or no recipient is available, the order may be rescheduled; any additional costs (if any) will be notified in advance.
  3. Changing the delivery address/time during the delivery process may result in route adjustments and additional fees.

8. Counting & Complaints

  1. Please check and sign the receipt/invoice upon delivery.
  2. Complaints regarding missing/damaged items: Submit within 24 hours of successful delivery, including photos/videos and the order number.
  3. Products that deteriorate due to improper storage after delivery (e.g., not kept in the correct refrigerated/frozen conditions) are not the responsibility of Kamereo.

9. Service Area & Updates

  1. Area grouping/ward classification will be updated periodically.
  2. Wards not listed in Areas 1–4 at the time of lookup will be categorized into Group/Area 5 until updates are made.

10. Force Majeure

  1. In cases of force majeure (e.g., natural disasters, epidemics, road closures, infrastructure failures, etc.), delivery times/costs may change. We will notify customers promptly and reschedule delivery as appropriate.

11. Amendments & Effectiveness

  1. This policy may be adjusted periodically; updated versions will be published on the App/Website and take effect immediately upon posting.
  2. Effective date of this version: October 1st, 2025.

12. Contact

  • Hotline/Customer Service: 0812 463 727 (or via the support channel on the App/Website).