General Principles

DR.WELL collaborates with reputable shipping companies such as Viettel Post to ensure the fastest and safest delivery of products to customers. Shipping fees are paid by the customer. Customers need to provide accurate delivery information to ensure timely delivery.

1. Estimated Delivery Time

DR.WELL confirms the order and hands it over to the shipping company.

1.1. Within Ho Chi Minh City and Hanoi: Estimated delivery time is 2-4 business days.

1.2. Other provinces and cities: Estimated delivery time is 5-7 business days.

1.3. Remote and rural areas: Estimated delivery time is 7-15 business days.

*Note: The above times are estimates. The official delivery time may be a few days earlier or later depending on certain objective conditions beyond DR.WELL's control (e.g., natural disasters, floods, vehicle breakdowns...). In some cases of force majeure, customers will receive their goods within 7-14 days.

2. Estimated Shipping Fee

Shipping fees are calculated by the shipping company, and customers pay according to that company's fee schedule.

DR.WELL staff will contact you to provide detailed shipping fee information if needed.

3. Responsibilities of the Parties Involved

3.1. DR.WELL's Responsibilities

Carefully package products to ensure they are not damaged during transportation.

Provide order information and tracking numbers so customers can monitor delivery status.

Assist customers in resolving issues related to delivery.

3.2. Responsibilities of the Shipping Company

Ensure delivery is on time as promised.

Provide shipping documents upon request.

Assist customers in case of delivery issues.

3.3. Responsibilities of the Customer

Provide an accurate and complete delivery address to avoid delivery delays.

Record a video when opening the package as evidence in case of disputes regarding product quality.

Inspect the goods immediately upon receipt; if any problems are found, contact DR.WELL immediately.

4. Handling Delivery Delays

Notification to the customer: If there is a delay in delivery, DR.WELL or the shipping company will notify you as soon as possible.

Right to cancel the order: If the delivery time is delayed by more than 7 days compared to the expected time, the customer has the right to request cancellation of the order and receive a refund.

Compensation for Damages: If the delay is caused by DR.WELL or the shipping company, customers can request appropriate assistance or compensation.

5. Inspect and Confirm Goods

Customers are requested to record a video when opening the package as evidence in case of any problems.

If you find any damaged, dented goods or incorrect products delivered, please immediately confirm with the delivery company and contact DR.WELL for assistance.

6. Contact Support

Please contact us for questions, support, and feedback through the following channels:

• Fanpage: https://www.facebook.com/drwellofficial

• Hotline: 093 1948 909 (9:00 AM - 6:00 PM, Monday to Friday)

• Email: info@drwellproducts.com