Shipping and Payment Policy

1. DELIVERY TIME AND SHIPPING FEES

A. DOMESTIC SHIPPING

Delivery Time

Notes:

• Delivery times are estimates under normal shipping conditions and do not include Saturdays, Sundays, or public holidays. Delivery may take longer due to adverse weather, traffic congestion, carrier overload, or other circumstances beyond CHEN Inspired’s reasonable control.

• Delivery time is calculated from the time the order has been confirmed and handed over to the shipping carrier. Order processing time prior to handover may vary depending on product availability, payment method, and the time the order is placed.

• For express delivery (2–4 hours): this timeframe applies to orders placed before 3:00 PM. Orders placed after this time or during periods of carrier overload may be delivered on the following day.

• Once an order has been handed over to the shipping carrier, CHEN Inspired cannot guarantee that the delivery address or recipient information can be changed. Any additional costs resulting from a customer-requested change or inaccurate delivery information may be borne by the customer.

• CHEN Inspired only accepts shipping-related claims within 24 hours from the time the order is marked as successfully delivered by the shipping carrier. After this period, CHEN may no longer be able to guarantee verification or assistance with the shipping carrier.

B. INTERNATIONAL SHIPPING

CHEN Inspired provides shipping to selected countries and territories worldwide.

Notes:

• Delivery time and shipping fees are determined based on the destination country/region, parcel weight, dimensions, and shipping carrier.
• Delivery time is calculated from the time the order is confirmed and handed over to the shipping carrier.
• Estimated delivery times do not include customs clearance time in the destination country or region. Customs inspections may result in delays beyond the estimated delivery timeframe.
• International delivery times may be affected by customs inspections, weather conditions, natural disasters, strikes, shipping network disruptions, changes in import regulations, or other circumstances beyond CHEN Inspired’s reasonable control. In such cases, CHEN will coordinate with the shipping carrier to assist customers in checking the status of their shipment.
• Import duties, local taxes, customs fees, or other charges incurred in the destination country may apply depending on local regulations. Unless CHEN explicitly confirms that such charges are included in the shipping fee, the customer is responsible for paying any applicable charges.
• Customers are responsible for providing complete and accurate recipient information, address, phone number, and any information required for customs clearance. CHEN is not responsible for delays, failed deliveries, or additional costs resulting from incomplete or inaccurate information provided by the customer.
• Once an order has been handed over to the international shipping carrier, changes to the delivery address, recipient information, or destination may not be possible. If the shipping carrier permits such changes, any related additional fees may be borne by the customer.
• If a shipment is returned to CHEN because the recipient cannot be contacted, the recipient refuses delivery, import procedures are not completed, or required local taxes/duties are not paid, any shipping, customs, tax, and return shipping charges incurred may be deducted from the refundable amount, if applicable.

2. SHIPPING-RELATED ISSUES

Order marked as “Delivered” but not received:

Please contact CHEN Inspired within 24 hours from the time the shipping carrier updates the shipment status as successfully delivered. CHEN will coordinate with the shipping carrier to verify the delivery information and provide support.

Shipment lost in transit:

If the shipping carrier confirms that a shipment has been lost, CHEN Inspired will coordinate verification and provide an appropriate resolution, which may include reshipping the product or refunding the product value, depending on the order status and the outcome of verification with the shipping carrier.

Shipment damaged in transit:

If the parcel appears dented, torn, wet, opened, or otherwise unusually damaged upon delivery, customers are advised to record photos or videos of the parcel condition before opening it and contact CHEN within the applicable timeframe for verification and assistance.

Responsibility after successful delivery:

Once an order has been delivered to the correct address or recipient based on the information provided by the customer and has been confirmed as successfully delivered by the shipping carrier, responsibility for the safekeeping of the product transfers to the customer. Any delivery-related claim should be reported to CHEN within 24 hours so that CHEN has sufficient basis to work with the shipping carrier.

3. PAYMENT METHODS

Customers may choose from the following payment methods:

• Cash on Delivery (COD): COD is only available for standard domestic deliveries within Vietnam. It is not available for express delivery or international orders.
• QR code payment via the OnePAY payment gateway.
• Visa, Mastercard, JCB, American Express (Amex), UnionPay (CUP), or Apple Pay via the OnePAY payment gateway.

For online payment methods, an order is only considered paid after CHEN Inspired receives confirmation of a successful transaction from the payment system.

4. PAYMENT INFORMATION SECURITY

Online payment transactions on the CHEN Inspired website are processed through the OnePAY payment gateway.

• Card information is entered and processed through OnePAY’s payment system. CHEN Inspired does not directly store customers’ full card numbers, expiry dates, or CVV/CVC security codes.
• Payment information is protected during transmission using security technologies applied by OnePAY.
• The OnePAY payment system complies with the PCI DSS (Payment Card Industry Data Security Standard).
• Depending on the card type, issuing bank, or payment method, customers may be required to complete additional verification such as OTP, 3D Secure, or other authentication methods required by the bank or payment organization.

CHEN Inspired will never ask customers to provide their banking password, OTP, PIN, or card security code via phone calls, text messages, social media, or any communication channel outside the official payment process on the website.

5. PAYMENT TRANSACTION HANDLING

Successful transaction:

A transaction is considered complete when the system displays a successful payment result and CHEN Inspired receives the corresponding confirmation from the payment gateway.

Unsuccessful transaction or no transaction result:

If a transaction is interrupted, no result is displayed, or the customer is unsure whether the transaction was successful, please do not make another payment immediately. Customers should check their bank/card account and contact CHEN Inspired to verify the transaction status to avoid duplicate payments.

Duplicate transactions:

If the same order is charged more than once, customers should provide the relevant transaction information so that CHEN Inspired can verify the transactions with the payment gateway and process the additional payment after verification.

Declined transaction:

A transaction may be declined by the card-issuing bank, payment organization, or risk-control system. In such cases, customers may contact their issuing bank or choose another payment method.

Refunds:

If a customer is eligible for a refund under CHEN Inspired’s policies, the refund will be processed to the original payment method where supported by the payment system.

CHEN Inspired’s refund processing time and the time required for the refunded amount to be credited to the customer’s account/card are separate periods. Once CHEN has completed the refund process, the actual time for the refund to appear in the customer’s account depends on the issuing bank, payment organization, and payment method.

Details regarding refund eligibility and procedures are governed by CHEN Inspired’s Return and Refund Policy.

6. PAYMENT TRANSACTION SUPPORT

If a transaction needs to be reviewed, customers should contact CHEN Inspired and provide the necessary information, such as:

• Order number;
• Transaction date and time;
• Payment amount;
• Payment method;
• Transaction reference number or transaction confirmation screenshot, if available.

Customers do not need to and should not provide their full card number, CVV/CVC, PIN, banking password, or OTP to CHEN Inspired.