1. Free International Shipping
SAOTRUCVIET offers free international shipping for all products. Customers do not have to pay any additional shipping fee when placing an order.
We ship Vietnamese flutes and traditional Vietnamese musical instruments from Vietnam to customers in many countries around the world.
Every product is carefully inspected before packaging and shipping to ensure that it is in good condition when it leaves our workshop.
2. Order Processing Time
In-stock products are usually prepared and shipped within 1–3 business days after the order and payment have been confirmed.
For products made or adjusted according to a customer’s specific requirements, such as custom tuning, dimensions, materials, or design, additional preparation time may be required. If an order requires additional time, we will inform the customer in advance.
3. International Shipping Time
Delivery times vary depending on the destination country and shipping service used.
International delivery may be affected by customs clearance, customs inspections, weather conditions, or other circumstances beyond SAOTRUCVIET’s control.
When tracking information is available, we will provide it to the customer so that the shipment can be tracked during delivery.
4. Import Duties and Customs Fees
Although SAOTRUCVIET provides free international shipping, customers may be responsible for import duties, local taxes, customs fees, or other charges required by the destination country.
These charges are determined by the customs authorities and regulations of the destination country and are not part of the free shipping service provided by SAOTRUCVIET.
Customers are responsible for checking the import regulations applicable in their country before placing an order.
5. Returns & Refunds
At SAOTRUCVIET, we want every customer to receive their product as described and in good condition.
If a product has a manufacturing defect, is damaged during shipping, or is different from the product ordered, please contact SAOTRUCVIET as soon as possible after receiving your order.
To help us assess the situation and provide assistance quickly, customers may be asked to provide photos or videos of the product, packaging, and any visible damage or issues.
6. Products Damaged During Shipping
If your product is damaged during transportation, please keep the product and its original packaging and contact SAOTRUCVIET with photos or videos showing the condition of the package and product.
After reviewing the information, we will discuss an appropriate solution with you, which may include repair, replacement, a refund, or other appropriate assistance, depending on the specific circumstances.
7. Defective or Incorrect Products
If a product has a manufacturing defect or is different from the product ordered, SAOTRUCVIET may replace the product, issue a refund, or provide another appropriate solution, depending on the specific circumstances.
For products made or customized according to a customer’s specific requirements, the return policy may differ from that of standard products.
8. Items Not Eligible for Return
SAOTRUCVIET may not accept returns for products that:
- Have been damaged due to improper use or storage after delivery.
- Have been modified, disassembled, repaired, or otherwise altered by the customer.
- Have been damaged due to improper handling, use, or transportation after the customer has received the product.
- Have undergone natural changes due to the characteristics of materials such as wood, bamboo, trúc, or nứa.
- Were specially made or customized according to the customer’s requirements, except when the product has a manufacturing defect or does not match the original agreement.
9. Contact SAOTRUCVIET
If you experience any issue with your order, delivery, or product, please contact SAOTRUCVIET before returning the product.
We will review each case individually and do our best to provide a fair and appropriate solution for our customers.