This Postal Service Provision and Usage Agreement (“Agreement”) is entered into on the Agreement Signing Date by and between the Service User and the Service Provider.
WHEREAS:
(A) The Service User has the demand to use postal services and agrees to the Terms and Conditions set out in Section A and the Service Provision Policy set out in Section B of this Agreement;
(B) The Service Provision Policy under Section B of this Agreement is publicly posted on the website https://spx.vn/ and/or the SPX Express application (hereinafter collectively referred to as the “SPX Application”) and may be amended, updated, and adjusted from time to time. Such amendments, updates, or supplements will be notified by the Service Provider to the email address registered by the Service User within seven (07) business days from the effective date of such changes. The continued use of Postal Services by the Customer under this Agreement after receiving such notifications from SPX shall be deemed as the Customer’s acceptance and approval of such changes, and this Agreement shall continue to remain in effect between the Parties. The Parties agree that in the event of any inconsistency between the Service Provision Policy in Section B of this Agreement and the Service Provision Policy posted on the SPX Application, the Service Provision Policy posted on the SPX Application shall prevail;
(C) The Service Provider is the entity providing postal services accompanied by cash-on-delivery (COD) services under this Agreement. The Parties hereby enter into this Agreement to record their mutual understanding and agreement, as follows:
Agreement Signing Date:
__________________
Service User:
Tax Code/ID No.:
Address:
Registered Contact Email:
Authorized Representative:
Position:
Phone Number:
Bank Account Number:
Bank Name:
(Hereinafter referred to as the “Customer”)
Service Provider:
SPX EXPRESS COMPANY LIMITED
Tax Code
0316242421
Address:
25th Floor, Saigon Centre 2 Building, 67 Le Loi Street, Ben Nghe Ward, District 1, Ho Chi Minh City
Authorized Representative:
TRẦN THẢO QUYÊN
Position
Director
(Hereinafter referred to as “SPX”)
For and on behalf of the Customer
For and on behalf of SPX
TRẦN THẢO QUYÊN
Director
PART A: TERMS AND CONDITIONS
ARTICLE 1: DEFINITIONS USED IN THIS CONTRACT
1.1 “Letter” means written or printed information exchanged in physical form, with or without a specified recipient address (excluding periodicals, books, newspapers, and magazines), having an individual weight of up to 2kg. 1.2 “Parcel/Package” means goods other than Letters that are lawfully accepted, transported, and delivered through the postal network. 1.3 “Postal Letter Service” means the service of accepting, transporting, and delivering Letters from the Sender’s location to the Recipient’s location via the postal network, by methods other than electronic transmission. 1.4 “Postal Item” means Letters, Parcels, or Packages that are lawfully accepted, transported, and delivered through the postal network. 1.5 “Order” means a request to provide postal services, represented in electronic documentation or other equivalent forms, including the Customer’s request to provide delivery services, with the following information: recipient’s full name, recipient’s phone number, delivery address, delivery fee, cash-on-delivery amount (if any), delivery time (if any), notes (if any). 1.6 “Sender” means the Customer and/or the person sending the Postal Item on behalf of the Customer. 1.7 “Recipient” means the organization or individual identified as the recipient in the Postal Item, Delivery Slip, Order, or any organization or individual authorized by the Recipient to receive the Postal Item.
ARTICLE 2: POSTAL SERVICES PROVIDED AND SERVICE QUALITY COMMITMENT
2.1 SPX provides the following services (“Postal Services” or “Services”) to the Customer:
2.2 The quantity and weight of Postal Items shall be determined based on the actual Order submitted.
2.3 Service Quality: The end-to-end delivery time standards shall be provided in the Service Quality Standard Framework published on the SPX Application.
2.4 Registered Service Account:
2.4.1 To start using the Services, the Customer must register an account on the SPX Application. Upon registration, the Customer will be assigned a unique Account ID. The Customer may register multiple accounts and such accounts may be updated through appendices to this Contract.
2.4.2 SPX will use the Account ID to reconcile delivery fees and COD amounts arising from the Customer’s transactions. The Account ID is deemed the official customer identification in the SPX Application.
2.4.3 The Customer commits to provide accurate, truthful, and updated account information.
2.4.4 The Customer’s Account ID under this Contract is ………………, effective from the Contract Signing Date.
ARTICLE 3: RIGHTS AND OBLIGATIONS OF THE PARTIES
3.1 Customer’s Rights and Obligations
3.1.1 Customer Obligations:
a) The Customer must provide complete and truthful information about the Postal Item, including but not limited to item name, quantity, weight, shipping method, and recipient information. If the Customer and Recipient agree to keep the item name confidential, the Customer must still accurately declare the item for SPX records and may only mask the item description on the printed shipping label. The Customer shall bear full responsibility for the contents of the shipment.
b) The Customer must provide all required documentation, hand over the Postal Items to SPX, and package the items properly.
c) The Customer must fully and timely pay Service Fees to SPX as set forth in Article 4 of this Part A.
d) The Customer must include necessary legal documents when sending Postal Items. In case the Postal Item is seized due to insufficient proof of origin or value, the Customer must coordinate with SPX and authorities to provide all required documents.
e) If the Postal Item remains sealed and the Recipient refuses to receive it or cannot be contacted, the Customer must accept the return and bear the return delivery fee.
f) The Customer is responsible for any incorrect Recipient information and SPX may still charge the service fee based on performed delivery attempts.
g) The Customer shall compensate SPX for damages incurred due to the Customer’s violations, including damages to property, persons, transport, storage, penalties, or fines.
h) The Customer shall comply with the Terms and Conditions in Part A and the Service Policy in Part B. If there is any inconsistency between Part B and the Service Policy published on the SPX Application, the version on the SPX Application shall prevail.
i) The Customer shall ensure they have obtained necessary consent from the Recipient for use and processing of personal data.
3.1.2 Customer Rights:
a) To have confidentiality and security of Postal Items ensured during transportation.
b) To request compensation for loss or damage in accordance with this Contract and the Service Policy.
3.2 SPX’s Rights and Obligations
3.2.1 SPX Obligations:
a) SPX shall collect, transport, and deliver Postal Items as requested by the Customer.
b) SPX shall collect Postal Items at the pickup location designated by the Customer.
c) If loss or damage is proven to be caused by SPX, SPX shall compensate in accordance with the Service Policy.
d) SPX shall maintain security and integrity of Postal Items during transportation. e) SPX shall receive and resolve Customer complaints.
f) SPX shall issue VAT invoices upon request.
3.2.2 SPX Rights:
a) SPX may refuse to provide services for prohibited or restricted items or those violating postal safety.
b) SPX may inspect Postal Items prior to acceptance.
c) SPX may refuse service if: information is unclear, addresses are outside delivery coverage, items are prohibited, packaging is improper, or previous service fees remain unpaid.
d) SPX may handle prohibited items in accordance with law and may deduct related costs from COD payable to the Customer.
e) SPX may amend the Service Policy and publish it on the SPX Application.
f) SPX may process Customer and Recipient personal data as needed to provide services.
ARTICLE 4: COD RECONCILIATION AND PAYMENT METHOD
4.1 Orders updated with the status “Delivered Successfully” as recorded in the SPX system will be included in the reconciliation report sent to the Customer three (03) times per week, on Monday, Wednesday, and Friday. SPX shall transfer the corresponding COD amount to the Customer on the same day of reconciliation.
4.2 Payment Method: Bank transfer to the Customer’s bank account as registered on the SPX system (transfer fees shall be borne by the transferring party).
4.3 The Customer is solely responsible for the accuracy and legality of the bank account information provided, including but not limited to authorization scope, tax obligations, and any related fees (if applicable) for COD amounts transferred to such account. SPX shall be fully released from all liabilities once the COD amount is transferred to the bank account designated by the Customer.
4.4 Within 03 days from the date of sending the reconciliation report, if the Customer has any dispute or inquiry regarding the reconciliation result, the Customer must notify SPX via email. SPX will review and respond in the next available payment cycle. The complaint period shall not exceed 30 (thirty) days from the reconciliation date.
ARTICLE 5: POSTAL SERVICE FEES AND PAYMENT TERMS
5.1 Postal Service Fees:
Postal Service Fees (“Service Fees”) are calculated based on the pricing schedule provided by SPX (attached as annexes to this Agreement) and may be adjusted from time to time as publicly updated on the SPX Application.
a) Service Fees for Orders updated with the status “Delivered Successfully” or “Returned Successfully” as confirmed in the SPX system will be included in the reconciliation report sent three (03) times per week: Monday, Wednesday, and Friday.
b) SPX shall deduct applicable Service Fees from the Customer’s COD funds in the nearest COD payment cycle (if any).
c) In the event COD funds are insufficient for deduction, SPX will send a monthly payment request with a detailed outstanding balance statement within the first 07 working days of each month.
d) The Customer must pay 100% of the outstanding Service Fees within 07 working days from the date of the payment request (transfer fees borne by the transferring party).
◻ Payment via bank transfer:
a) Service Fees confirmed on the SPX system will be reconciled and sent to the Customer once per month within the first 07 working days of each month.
b) The Customer and SPX shall confirm reconciliation within 02 working days from the date SPX sends the reconciliation. After confirmation, SPX will issue the invoice and send a payment request with the detailed outstanding balance (“Payment Dossier”).
c) The Customer shall make full payment within 07 working days from receipt of the Payment Dossier.
◻ Payment directly to SPX delivery staff:
Service Fees for forward delivery and return delivery shall be collected directly by SPX delivery staff at the time of parcel pickup or return. 5.2.2 SPX Payment Details:
Account Name: SPX Express Company Limited
Account Number: P68002SPXNSPE
Bank: Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank) – Ky Dong Branch
Transfer Description: NS-SP-Account ID
Payment Currency: Vietnamese Dong (VND)
(Transfer fees borne by the transferring party)
If the Customer fails to pay Service Fees by the due date, SPX reserves the right to temporarily withhold COD funds until full payment is made. In addition, the Customer shall incur a late payment interest of 0.05% per day on the outstanding balance, for up to 30 days.
ARTICLE 6: CONFIDENTIALITY
Each Party, including its representatives, employees, and affiliated partners, agrees to keep confidential all information and documents relating to or arising from this Agreement (“Confidential Information”), unless disclosure is approved in writing by the other Party or required by law.
ARTICLE 7: TERMINATION
7.1 This Agreement may be terminated as stipulated herein. 7.2 The Customer may terminate this Agreement if the Customer no longer requires the Services. In such case, the Customer shall provide written notice to SPX at least 30 (thirty) days in advance. 7.3 SPX may unilaterally terminate this Agreement in the following cases:
(a) The Customer fails to pay Service Fees in accordance with this Agreement;
(b) The Customer violates any terms of this Agreement and/or the Service Provision Policy of SPX;
(c) SPX has grounds to believe that the Customer’s Postal Items are being used for unlawful purposes; or
(d) SPX provides written notice to the Customer at least 30 (thirty) days prior to termination. In the event of unilateral termination, the Customer remains responsible for payment of all outstanding Service Fees.
ARTICLE 8: GENERAL PROVISIONS
8.1 Any dispute arising during the implementation of this Agreement shall first be resolved through negotiation. If the dispute is not resolved within 30 calendar days, either Party may refer the dispute to a competent court. 8.2 In the event of any inconsistency between parts of this Agreement, the priority order shall be:
(a) Section A – Terms and Conditions,
(b) Section B – Service Provision Policy,
unless otherwise agreed in writing. 8.3 This Agreement shall remain valid for 01 (one) year from the Signing Date. If neither Party provides notice of termination 30 (thirty) days before the expiry date, the Agreement shall automatically renew for additional 01 (one) year terms, with no limit on the number of renewals. 8.4 This Agreement is executed in 02 (two) originals, each Party retaining 01 (one); both originals have equal legal validity.
SECTION B: SERVICE PROVISION POLICY
ANNEX 1
COMPENSATION AND CLAIM HANDLING POLICY
ARTICLE 1: CLAIM HANDLING REGULATIONS
1.1 Claim Handling Process:
Upon receiving a complaint regarding the postal service quality related to Postal Items transported by SPX, SPX shall review and handle the complaint in accordance with this process. 1.2 Principles of Claim Resolution:
Claims shall be resolved within the prescribed time limits and in compliance with applicable laws, ensuring the legitimate rights and interests of the Customer;
SPX aims to resolve Customer claims through negotiation and mutual agreement in the spirit of goodwill between the Parties.
1.3 Form of Claims:
The Customer may submit claims via email (cskh@spx.vn), the chat support channel on the SPX Application, or in writing, regarding any issues relating to the postal service provided. 1.4 Conditions for Claims to Be Processed:
The claimant must be a Customer who has used SPX postal services under a written or implied agreement, or a third party legally authorized by the Customer;
The claim must be filed within the statutory claim period;
For claims regarding Postal Items, the claimed Postal Item must have accurate and clear item information recorded in the Order, and must not violate regulations regarding prohibited or hazardous/dangerous goods.
1.5 Claim Period:
The claim period for postal services is as follows:
06 (six) months from the end of the published delivery time for claims relating to loss or late delivery of Postal Items; where SPX does not commit to a delivery time, the period shall be counted from the date the Postal Item was accepted;
01 (one) month from the date the Postal Item was delivered to the recipient for claims relating to damage, content issues, service fees, or other matters directly related to the Postal Item.
1.6 Claim Receipt:
SPX will receive claims in accordance with this Article;
If SPX refuses to accept a claim, SPX will notify the claimant via email and/or phone within 05 working days from receipt of the claim, stating the reason for rejection.
1.7 Claim Resolution Timeframe:
The timeframe for resolving claims related to domestic postal services shall not exceed 02 (two) months from the date the claim is received. 1.8 Claim Resolution Procedure:Step 1: Claim Submission
The Customer submits the claim to SPX along with supporting documents, images, or videos (if any) to facilitate investigation. Step 2: Claim Review
SPX shall collect relevant information to evaluate and conclude on the claim. The processing time shall not exceed 01 (one) month from the date the claim is received. For claims relating to Postal Item condition:
Within 03 working days of receiving the claim, SPX will request the Sender to provide information relating to the alleged issue (including but not limited to swapped items, deterioration, or damage). The Sender must provide the information within 03 working days from receiving SPX’s request.
If the Sender cannot respond within this timeframe, the Sender must submit a written request for extension specifying the final date for providing information; however, the extension period shall not exceed 10 working days from the date of SPX’s request.
Based on information provided by the Sender and/or independent assessment, SPX will verify to determine responsibility. Verification shall not exceed 20 working days from the date the claim is received.
Within 03 working days after verification is completed, SPX shall issue a final resolution decision.
Step 3: Notification of Resolution Result
SPX shall send the claim resolution result via email to the claimant and relevant parties.
If the claimant agrees with the resolution result, the claim is deemed resolved. Otherwise, the claimant or relevant parties have the right to initiate legal proceedings before a competent court in accordance with the law.
ARTICLE 2: LIABILITY FOR COMPENSATION FOR DAMAGES
2.1 Principles of Compensation for Damages:
(a) Compensation for damages in the event that the Postal Item is lost, damaged, or entirely substituted shall be determined based on the liability limit applicable to the specific postal service used for such Postal Item.
(b) Compensation shall be paid in Vietnamese Dong (VND) in a one-time payment, unless otherwise agreed upon by the Parties.
(c) Compensation shall not be converted into or replaced by any other form of value.
(d) No compensation shall be provided for indirect damages or profits that do not directly arise from the inadequate quality of the postal service as announced by the enterprise.
(e) The compensation level shall be publicly announced and applied by the postal service provider, and shall not be lower than the minimum compensation level prescribed by the competent State authority.
(f) No compensation shall be made in the following cases:
(i) The postal service does not have documentation confirming acceptance of the Postal Item;
(ii) The service user does not have documents proving the use of SPX’s postal service;
(iii) The Postal Item is confiscated or destroyed by a competent State authority due to unclear/inaccurate declaration of contents or because the Postal Item violates legal regulations due to the Sender’s fault;
(iv) The Postal Item is damaged or lost due to the Sender’s fault;
(v) Other cases as prescribed by law.
(g) Liability of the Customer: In the event SPX discovers that the Postal Item is included in the prohibited goods list, SPX shall have full authority to handle such Postal Item in accordance with internal policies and relevant laws of Vietnam. SPX shall be exempt from all compensation responsibilities in such cases. Additionally, the Customer shall be liable for all damages arising from their actions, including but not limited to: damages to persons or property caused by the Postal Item, transportation costs, warehousing costs, and administrative penalties.
ARTICLE 3: DETERMINATION OF THE VALUE OF THE POSTAL ITEM FOR COMPENSATION PURPOSES The value of the Postal Item used as the basis for compensation shall be determined based on the lower of the following values: 3.1 The declared value of the Postal Item; and
3.2 The value of the Postal Item stated in the supporting documents evidencing the value of the Postal Item, with clear indication of the item’s contents. 3.3 Supporting documents evidencing the value of the Postal Item shall include:
A valid VAT invoice if the seller is an enterprise declaring VAT under the credit method; or
A valid sales receipt if the seller is an enterprise/household business declaring VAT under the direct method; or
Import customs declaration documents if the goods are imported into Vietnam; or
Internal delivery/warehouse release note or handover record showing the name and value of the goods, signed by both the seller and the buyer; or
Screenshots/images/videos of transaction exchanges or bank payment receipts for prepaid orders, with matching information of Sender, Recipient, item description, quantity, value, and transaction time prior to shipment; or
Transaction messages showing Sender/Recipient details, item description, quantity, value, and transaction time prior to shipment; or
Other documents as determined by SPX.
3.4 In all cases, the compensation amount shall not be less than four (04) times the Service Fee.
ARTICLE 4: COMPENSATION LEVELS
4.1 Compensation for Failure to Meet Published Delivery Time:
In case of breach of contract due to failure to meet the published delivery time, and the service user provides evidence of such failure, SPX shall refund the service fee paid by the service user.
4.2 Compensation for Postal Items Consisting of Letters, Documents, and Printed Materials:
In cases of loss, damage, or complete substitution: Compensation shall be equal to four (04) times the Service Fee (including refund of the service fee paid).
4.3 Compensation for Postal Items Other Than Letters, Documents, and Printed Materials:
(a) In cases of full loss, damage, or complete substitution:
(i) If the Customer declared the value of the Postal Item and provides supporting documents: Compensation shall be 100% of the item value, but not exceeding VND 20,000,000 and not less than four (04) times the Service Fee (including refund of the service fee paid), based on the Service Fee applicable to the corresponding delivery route.
(ii) If the Customer declared the value but cannot provide supporting documents: Compensation shall be up to 100% of the declared value, but not exceeding VND 2,000,000.
(iii) If the Customer did not declare the value but provides supporting documents: Compensation shall be 100% of the item value stated in the documents, but not exceeding VND 2,000,000.
(iv) If the Customer neither declared the value nor provides supporting documents: Compensation shall be four (04) times the Service Fee (including refund of the service fee paid), based on the Service Fee applicable to the corresponding delivery route.
(b) In cases of partial loss, damage, or substitution:
(i) If the Customer cannot provide supporting documents for individual item values: Compensation shall be four (04) times the Service Fee (including refund of the service fee paid), based on the Service Fee applicable to the corresponding delivery route.
(ii) If the Customer provides supporting documents for individual item values: Compensation shall be determined according to the compensation table and may be up to 100% of the documented value of the damaged items, but shall not exceed the total item value and not exceed VND 20,000,000. The item value shall be determined in accordance with Section 3 above.
(iii) The compensation amount and the party entitled to retain the product shall be determined based on the following table:
Type of Damage
Compensation Amount
Party Entitled to Retain the Product
Damage resulting from torn, broken, or wet manufacturer’s packaging leading to product deterioration
5% of the total value of the Postal Item
Customer
Torn or removed manufacturer’s seal
10% of the value of the damaged product within the Postal Item
Customer
Electronic warranty activation or device power-on activation
20% of the value of the damaged product within the Postal Item
Customer
Missing accessories
20% of the value of the damaged product within the Postal Item
Customer
Product broken or damaged exceeding 30% of the product’s value
100% of the value of the damaged product within the Postal Item
SPX
(c) Method for determining the percentage of damage compensation:
(i) The compensation percentages stated above represent the maximum compensation rates and are not default rates.
(ii) Depending on the actual degree of damage in each case, the compensation percentage may be lower and shall only apply up to the maximum limit as provided in the table above.
(iii) The value of the Shipment shall be determined in accordance with Section 2 above.
(d) Method for determining the damage level (for damage above 30% where conditions are met):
(i) The quantity of damaged components of the Shipment exceeds 30% of the total components constituting the Shipment; and
(ii) The Sender must incur repair or replacement costs in order to continue using the Shipment or to be able to resell it.
4.4 Timeframe for fulfilling compensation obligations:
(a) The compensation payment shall be made within 30 days from the date on which the Parties determine the compensation responsibility and the Sender has provided supporting documents evidencing the Shipment’s value (if applicable).
(b) If SPX delays payment beyond the timeframe specified in point (a) of this Section, SPX shall pay late payment interest at the rate of 6% per annum corresponding to the number of days of delay.
4.5 Recovery of compensation payment:
(a) In the event that part or all of a Shipment previously deemed lost is later recovered after compensation has been paid, SPX shall notify the person who has received the compensation.
(b) The person who received the compensation may choose to accept or decline receipt of the recovered Shipment, in whole or in part.
(c) If the compensated party chooses to receive the recovered Shipment, in whole or in part, they must return to SPX the corresponding compensated amount.
(d) If the compensated party declines to receive the recovered Shipment, the recovered Shipment, in whole or in part, shall become the property of SPX.
Note: In the case of damaged Shipments, the compensation value is determined based on the extent of the damage. SPX shall not be responsible for compensating any portion of the value that was incorrectly declared in the event of loss or damage if the Customer did not accurately declare the Shipment value or other relevant information at the time of Order creation.
ARTICLE 5: LIMITATION OF LIABILITY
SPX shall not be liable for any loss, damage, or expenses arising from negligence (whether active or passive), liability in respect of the Shipment, legal liability, or any other liability or cause related to law in connection with:
5.1 The Customer’s failure to comply with any applicable laws and regulations regarding prohibited or restricted Shipments (including but not limited to cases where the Shipment does not have valid invoices or supporting documents, and/or the Shipment is inspected, seized, or destroyed pursuant to a decision of a competent authority);
5.2 The Customer’s failure to comply with any regulations or policies of SPX;
5.3 The Customer’s negligence, carelessness, willful misconduct, or fraud (including but not limited to providing or declaring incorrect or incomplete Shipment information; improper, inadequate, or non-compliant packaging contrary to SPX’s packaging regulations or applicable law; providing incorrect or incomplete Recipient information; or failure to provide documents evidencing the use of SPX Services);
5.4 The inherent nature or inherent defects of the Shipment or items contained in the Shipment; the Customer’s refusal to receive the Shipment back; or SPX’s inability to contact the Customer after SPX has attempted to return the Shipment at least three (03) times.
In such cases, the Customer acknowledges and agrees that the Customer has waived all rights and claims with respect to the Shipment and any items contained therein, and SPX shall be released from any and all claims, liabilities, or disputes related to the Shipment.
5.5 Events of force majeure in accordance with the laws of Vietnam.
APPENDIX 2: PACKAGING REQUIREMENTS FOR SHIPMENTS
These Packaging Requirements are established to ensure the safety and integrity of Shipments during transportation from the Sender to the Recipient. Proper packaging helps protect the Shipment, reduce return rates, and optimize costs for the Sender. These Packaging Requirements shall serve as the basis for determining the responsibility of relevant parties in the event of complaints arising from the transportation process.
1. General Requirements
(a) SPX shall only accept Shipments from the Sender after the Shipment has been packaged properly in accordance with SPX’s specifications, instructions, and/or the characteristics of the goods, and preserved in accordance with applicable standards. SPX will deliver the Shipment in its original condition (sealed packaging) and will only perform co-inspection if the Sender selects the co-inspection option.
(b) In cases where the Recipient confirms that the Shipment was received intact and sealed, SPX shall not accept or process any subsequent complaints regarding missing items inside the Shipment.
(c) Shipment packaging shall be considered compliant only when all of the following requirements are met:
(i) The Shipment must be packed securely to prevent internal movement or shaking during transport. (Specific requirements per product category are detailed in Section 2 of this Appendix.)
(ii) The Shipment must be sealed firmly using adhesive tape to ensure the goods do not fall out during transportation.
(iii) Special goods such as liquids, fragile items, items prone to denting, melting, or deformation must be packaged in a manner sufficient to withstand transport conditions.
(iv) Paper or fabric materials should not be used as primary packaging. Items prone to contamination or moisture must be placed inside sealed plastic bags before packaging.
(v) Adhesive tape must be used for sealing the Shipment. Do not use ropes or fabric straps. (vi) The actual weight of the Shipment after packaging must match the weight declared on the shipping label attached to the Shipment.
(vii) For goods requiring legally mandated accompanying documents, the Sender is responsible for providing:
The original or a copy of the invoice; and
Required permits, certificates, specialized documentation, or other authenticated documents as required by law.
(viii) Invoices or user manuals should be placed inside the Shipment before sealing, not affixed externally. It is recommended to place documents inside sealed zip-lock bags to prevent damage from humidity or tearing during transportation.
(ix) SPX shall not be liable for any damage caused by improper packaging by the Sender (including but not limited to breakage, leakage, or deformation) or damage resulting from the inherent nature of the goods (including but not limited to melting, spoilage, or expiration).
(x) To ensure fast and accurate delivery, each Shipment must include the following information:
Sender and Recipient information (Full Name / Phone Number / Address)
SPX Tracking Number (Waybill Number)
Description of contents (Document / Parcel / Goods)
2. Detailed Packaging Requirements
Category of Goods
Type of Product
Packaging Requirements
Fragile Goods (Easy to break)
Glass, ceramics, hard plastic household goods, cosmetics in bottles/containers
- Wrap the product with 2–3 layers of bubble wrap.
- For products containing liquids, secure the cap tightly with 2–3 layers of adhesive tape before wrapping.
- Place the product in a carton box, with foam padding of 3–5 cm on all 6 sides to ensure shock absorption.
- Attach a “FRAGILE” label on the outside together with the shipping label.
- For high-value items, apply security seals/tamper-evident tape on all box seams.
Note: If the shipment contains 2 or more items, or one item consisting of multiple parts (e.g., glass pot + lid), use foam dividers or 3 layers of bubble wrap between each item to avoid collision inside the package during transit.
Electronic, electrical, or household appliances prone to denting
- On top of the original manufacturer’s box, apply foam padding (minimum 5 cm thickness): at least 2 large surfaces for intra-province shipments, and all 6 sides for inter-province shipments.
- Wrap the package with 2 layers of bubble wrap.
- Attach a “FRAGILE” label on the outside.
Large liquid containers (e.g., cooking oil, laundry detergent, etc.)
- Secure and seal the lid tightly with 2–3 layers of adhesive tape.
- Wrap with 2 layers of bubble wrap and place inside a box.
- Fill empty spaces with foam/paper to prevent movement during transit.
Non-fragile Goods (Less breakable)
Household goods such as pans, metal pots (excluding hard plastic or fragile electric appliances)
- Wrap with 2 layers of bubble wrap, place inside a carton box.
- Fill empty spaces with foam/paper to avoid movement.
- For items with sharp edges or irregular shapes (e.g., kitchen knives), wrap shock-proof material and cover sharp edges with adhesive tape to prevent damage to the box.
- Attach special handling warnings on the package if applicable.
Large non-fragile electronics (e.g., refrigerators, washing machines)
- Wrap the manufacturer’s box with transparent stretch film (do not use colored stretch film, especially black).
- Attach labels indicating “This Side Up” / orientation arrows.
- Recommended: If the manufacturer’s seal does not need to remain intact, open the box and add additional foam padding inside to minimize risk of damage.
Secure and seal the lid with 2–3 layers of adhesive tape.
- Wrap with 2 layers of bubble wrap, place inside a carton box, and reinforce with foam/paper padding.
Goods suitable for being rolled (Paintings, posters, maps, etc.)
- Roll the product and place inside a plastic tube or rigid cardboard tube, then seal both ends securely.
- Wrap in sealed plastic to prevent moisture or tearing.
- Place inside a carton box to avoid folding, bending, or warping.
Clothing, footwear, diapers
- Wrap with 1–2 layers of bubble wrap, then place inside a sealed plastic bag and secure with tape.
- For dried food products, use double-layer bubble wrap and place inside a carton box to prevent contamination by insects/rodents.
Food Items
- Products with short shelf life are not accepted for shipping; items must have at least 1 month of remaining shelf life.
- Fresh food items are not accepted; only dry food products are eligible for shipping.
- Products must be wrapped tightly with at least 2 layers of bubble wrap to prevent odor emission that may attract animals/insects.
High-value Goods
Mobile phones (e.g., iPhone), jewelry, luxury accessories
Layer 1:
- Product must be placed inside the original Manufacturer/Distributor box.
- Seal with tamper-evident tape or manufacturer’s seal (if applicable).
Layer 2:
- Wrap Layer 1 with bubble wrap, then place inside a carton box and fill all empty space with foam or air cushions.
- For small items (carton size ≤ 15×20×25 cm): use 4 layers of bubble wrap.
- For larger items: use 2 layers of bubble wrap + foam padding on all 6 sides.
- Seal the outer shipping box securely with adhesive tape.
ANNEX 3: LIST OF ITEMS NOT ACCEPTED FOR SHIPMENT
I. LIST OF PROHIBITED ITEMS
Narcotics (including precursors and chemical substances used in the production of narcotics, including those used in medical treatment and scientific research) and psychoactive stimulants.
Weapons, ammunition, military uniforms and supplies, military technical equipment, and specialized equipment used by armed forces.
Oxidizing substances, corrosive substances, powders, radioactive substances, and flammable materials that may ignite during transportation under temperatures up to 45°C.
Sharp objects and weapons capable of causing harm: knives, scissors (except those intended for daily household use), batons, machetes, spears, pepper spray, homemade knives, explosives, etc.; sports weapons; support tools and other items with similar functions or effects.
Equipment and fishing tools that are prohibited for use in aquatic/marine exploitation (including electric shock devices, electric pulse devices, etc.).
Wild animals and plants classified as endangered, precious, and rare species prohibited from exploitation and commercial trade.
Body parts or products derived from wild animals: elephant ivory, rhinoceros horn, skins, pangolin scales, etc.
Contraband goods, tax-evading goods, goods without invoices or documentation, or invoices inconsistent with actual contents.
Printed materials and documents that incite disorder, disrupt national unity, threaten public security, or oppose the Socialist Republic of Vietnam.
Publications/materials containing obscene content, promoting superstition, contrary to social ethics or Vietnamese cultural norms, or negatively affecting education, aesthetics, or moral values.
Explosive, flammable, toxic, radioactive substances, pathogenic microorganisms (including substances used in medical treatment and scientific research), and materials that pose danger or cause unsanitary conditions or environmental pollution.
All types of fireworks, including but not limited to: firecrackers, explosive fireworks, sparklers, flare fireworks, etc.
Tobacco raw materials and finished tobacco products (including “thuốc cỏ”, cigarettes, cigars, pipe tobacco, shredded tobacco, e-cigarettes, etc.), especially smuggled tobacco products.
Hazardous chemicals: pepper spray, high-acid cleaning agents, etc.; prohibited or unapproved veterinary drugs or pesticides in Vietnam.
Live organisms; food requiring controlled refrigeration or specialized storage.
Vietnamese and foreign currency and documents exchangeable for money; counterfeit money, prop money; fake stamps/seals; value-added tax invoices; original personal identification documents, diplomas, or certificates that cannot be reissued.
Precious metals and gemstones (gold, silver, gemstones, etc.) in raw form (blocks, bars, ingots, grains, etc.).
Artifacts, relics, and items belonging to historical, cultural, or museum heritage (inscriptions, family genealogies, ancient currency, etc.); documents classified as state secrets.
Any items prohibited from circulation, export, import, or postal transportation under Vietnamese law or international treaties to which Vietnam is a member at the relevant time.
Documents, papers, tools, or instruments containing national emblems or official state authority identifiers that are suspected of being counterfeit or not issued by the competent authorities.
II. PROHIBITED ITEMS FOR AIR TRANSPORTATION
Gases (e.g., gas cylinders, air freshener sprays, insecticide sprays, hair sprays, oxygen tanks, etc.).
Flammable solids (e.g., metal powder, chemical powder, etc.).
Oxidizing substances, corrosive substances, powdered substances, radioactive materials, and materials that may ignite during transportation under temperatures up to 45°C.
Magnetized products (e.g., magnets, etc.).
Jewelry, gold, and other high-value items.
Electronic devices containing stored energy: batteries, power banks, mobile phones, battery-powered shavers, etc.
Other items listed under SPX’s prohibited shipment list or restricted by aviation regulations.
III. GENERAL NOTES
The Customer is responsible for clearly and accurately labeling the shipment contents. For items that cannot be transported by air, the Customer must clearly mark the parcel with the note “Not for Air Shipping”. The Customer shall be fully responsible for any consequences resulting from unclear/inaccurate labeling, including confiscation, destruction, delayed transportation, or failure to deliver.
SPX reserves the right to refuse acceptance of any shipment that does not comply with this policy.
In cases where SPX discovers that the shipment contains prohibited items under this policy, SPX reserves the right to handle such items in accordance with internal policies and applicable Vietnamese laws. SPX may also coordinate with competent state authorities for legal handling. The Customer is responsible for working with and providing explanations to authorities, and must compensate for all damages, including but not limited to: loss/damage to persons or property, transportation fees, storage fees, administrative penalties, and any related costs.
Items labeled in English or with unclear product descriptions may also be classified as prohibited for air transportation by SPX.
SPX is entitled to open and inspect shipments (excluding documents/letters) during the transportation process if there is suspicion that the shipment contains prohibited items, items not accepted for shipment per SPX policies, or when requested by authorities, or in other cases where SPX believes there may be risks to the rights or safety of relevant parties.