SERVICE AND LEAD TIME

I. Standard Service Quality

1. Service Coverage Area

2. Service Route Description

3. Pickup and Delivery of Parcels and Mail

Note:

• The delivery time for parcels and mail applies to orders picked up in Hanoi, Ho Chi Minh City, and Da Nang. For pickups in other provinces (outside Hanoi, HCMC, and Da Nang), add 01 additional day to the delivery time.
• Urban areas include districts of centrally governed cities and provincial cities. Suburban areas include districts, towns, and cities under provincial governance. The classification between urban and suburban is based on the recipient’s address.
• For island districts or remote and hard-to-reach areas, especially challenging locations, delivery time may be extended depending on the specific route and conditions.
• Delivery time does not include Saturdays and Sundays for orders picked up at company offices or locations that do not operate on weekends.
• Delivery time also excludes public holidays and Tet holidays as regulated by the government (SPX will have separate notifications depending on the time of year).
• During peak seasons (e.g., promotion campaigns, holidays), such as “Exchange Days”: 01/01, 02/02, 03/03, 04/04, 05/05, 06/06, 07/07, 08/08, 09/09, 10/10, 11/11, 12/12, or other key days within 25 days before and after Tet (including but not limited to 8/3, 20/10, etc.), delivery time may be longer due to high volume. Customers using express services will receive priority handling.
• In cases where parcels are delayed due to inspection by state authorities, suspected prohibited goods, incorrect/incomplete recipient information, refusal to receive, or force majeure events (natural disasters, epidemics, etc.), SPX is not responsible for delays or issues arising during delivery.
• The estimated delivery timeline below includes the following timeframes:

1. Delivery is considered unsuccessful if the courier cannot reach the recipient by phone. According to our internal policy, the courier is required to make at least 3 call attempts per delivery attempt, with each call spaced at least 1 minute apart. If, after 3 consecutive call attempts during a delivery attempt, the courier is still unable to reach the recipient, the delivery will be considered unsuccessful and the parcel will be returned. Each delivery attempt counts as 1 business day.
2. If the recipient requests to reschedule delivery to a different time, they may choose a new delivery time within a maximum of 132 hours from the time the order enters the last mile stage. The delivery will be considered unsuccessful if the recipient fails to receive the parcel within this timeframe as per the above call attempt policy.

• The maximum total transit time of a postal item is the standard total transit time plus the maximum allowed redelivery rescheduling time by the recipient.
• The Mail Service is currently in trial mode for selected business clients and requires contacting the Sales Department to sign a service agreement.

4. Return of Parcels and Mail

• SPX Express is responsible for contacting the seller prior to returning parcels or mail.
• SPX Express is responsible for updating the return tracking information, including: time, number of attempts, and the reasons for unsuccessful returns during the return process of the parcel or mail.
• Return service fees for parcels and mail are clearly specified in the Delivery Rate Table.
• The Mail Service is currently in trial mode for selected business clients and requires contacting the Sales Department to sign a service agreement.
• Return time for parcels and mail:

II. Express Service Quality

1. Service Coverage Area:

• Inner-city areas: Ho Chi Minh City and Hanoi.
• Intra-provincial areas: Ba Ria - Vung Tau, Bac Ninh, Binh Duong, Can Tho, Da Nang, Dien Bien, Dong Nai, Hai Phong, Khanh Hoa, Nghe An, Quang Nam, Quang Ninh, Thai Nguyen, Thua Thien Hue.

2. Pickup and Delivery:

3. Return:

III. Claim Resolution Time Frame