Shipping Policy

We are committed to continuously improving our customer experience. Please take a moment to review our Shipping Policy to understand how we handle shipping and delivery.

Delivery Methods and Shipping Partners:

We offer two delivery methods:

  • Direct purchase at our retail stores.
  • Ship–COD (Cash on Delivery).

We partner with reputable carriers such as Grab, Ahamove, Viettel Post, Giao Hàng Tiết Kiệm (Economical Delivery), and Giao Hàng Nhanh (Fast Delivery) to ensure speed and safety for your orders.

Shipping methods may vary depending on geographical location and the nature of the purchased items. Customers are encouraged to choose the most suitable option at checkout.

Delivery Timeframes:

Once your order is placed, our team will process and prepare it for shipment

  • Standard order processing: within 24 hours after receiving your order, we will confirm payment and delivery details with you.
  • Inner-city deliveries: 2–3 days.
  • Out-of-city and other provinces: 3–5 days from order confirmation or as agreed with the customer at the time of order.
  • Peak seasons or special promotions: processing time may be longer.

Unforeseen Delays:

In certain force majeure situations, delivery may take longer, such as:

  • Our staff cannot reach the customer by phone to arrange delivery.
  • Incorrect or hard-to-locate delivery address provided.
  • Sudden surge in order volume causing processing delays.
  • Supplier delays or shipping partner delivery delays.

Note: In case of delays, we will promptly inform customers, who may choose either to cancel the order or continue waiting.

Shipping Fees

We use third-party carriers, and shipping fees are calculated according to their pricing policies, based on:

  • Delivery method chosen.
  • Destination.
  • Weight and dimensions of the package.

Shipping costs will be clearly displayed on the checkout page before the customer confirms the order.

Order Tracking and Delivery Status

Once your order is shipped, you will receive a shipping confirmation email containing tracking information.

Customers can track their order journey and status updates via our system or by logging into their account on our website.

Delivery Issues

We strive to provide diverse delivery options and regularly update shipping promotions to serve customers better. However, unexpected risks may occur due to operational conditions.

If you encounter delivery issues, please contact our Customer Service via Hotline: 0777 770 794 (09:00–18:00, Monday–Friday) for timely support.

Accuracy of Address:

To ensure successful delivery, please provide full and accurate address details when placing your order. Double-check apartment/unit numbers and other details to avoid delivery issues.

Order Modification and Cancellation

If you need to modify or cancel your order after it has been placed, please contact our Customer Service hotline 0777 770 794 for support.

Responsibilities and Liabilities in Logistics

Obligations of the Carrier

  • Ensure full and safe transportation of goods to the designated location within the agreed timeframe.
  • Deliver goods to the authorized recipient.
  • Bear transportation-related costs, unless otherwise agreed.
  • Compensate the shipper (Balance Sportswear) for loss or damage of goods, unless otherwise agreed or as provided by law.

Rights of the Carrier

  • Verify the authenticity of goods and shipping documents.
  • Refuse to transport goods that do not match the agreed type.
  • Request full and timely payment of shipping fees.
  • Refuse to transport prohibited or hazardous goods.

Obligations of the Shipper (Balance Sportswear)

All orders are pre-packed and sealed by Balance Sportswear before shipment.

The shipper must:

  • Provide all necessary information related to the goods for safe transport, including: Recipient’s name, phone number, and address; Order tracking code.
  • Provide proper shipping documents or delivery notes included in the package (if applicable).
  • Supply financial invoices or delivery notes as proof for complaint handling (e.g., verifying product market value, ensuring lawful circulation).
  • Pay the agreed shipping fees in full and on time.

Rights of the Shipper

  • Request delivery of goods to the agreed location and time.
  • Personally receive or designate a third party to receive the goods.

Compensation for Damages

Carrier’s Liability

  • The carrier is responsible for transporting goods in their original sealed condition from Balance Sportswear to the customer.
  • In cases of force majeure (loss, damage, or destruction during transport), the carrier is exempt from liability unless otherwise agreed or required by law.
  • Customers may refuse delivery and request returns/refunds according to our policy. Any arising claims will be settled between Balance Sportswear and the third-party carrier.

Shipper’s (Balance Sportswear’s) Liability

  • Balance Sportswear provides proper documentation (delivery notes, invoices) in each shipment. If missing, customers may request additional documents from us.
  • For goods damaged during transportation (whether delivered by our own team or third-party partners), Balance Sportswear will take responsibility for resolving the issue with customers.
  • The shipper must compensate the carrier and third parties for damages if hazardous or dangerous goods are not properly packaged to ensure safety during transport.