SERVICE AND LEAD TIME

1. Service Coverage Area

2. Service Route Description

3. Pickup and Delivery of Parcels and Mail

Note:

• The delivery time for parcels and letters applies to shipments picked up in Ha Noi City, Ho Chi Minh City, and Da Nang City. For shipments picked up in other provinces and cities outside of Ha Noi City, Ho Chi Minh City, and Da Nang City, the delivery time will be extended by 01 additional day.
• Urban areas refer to wards and certain special communes within Ha Noi City and Ho Chi Minh City (attached list). Suburban areas refer to communes and special administrative zones. The classification of a shipment as urban or suburban is determined based on the recipient’s delivery address.
• For communes and special administrative zones located in remote or particularly disadvantaged areas, delivery times may be extended depending on the actual conditions.
• Delivery time does not include Saturdays and Sundays for shipments addressed to companies or administrative agencies that do not operate on those days.
• Delivery time also does not include public holidays and Tet holidays in accordance with State regulations (SPX will issue specific notices depending on each period).
• In certain peak periods (such as promotional campaigns or partner campaigns including double-day campaigns: 01/01, 02/02, 03/03, 04/04, 05/05, 06/06, 07/07, 08/08, 09/09, 10/10, 11/11, 12/12; the 15th and 25th of each month; and special occasions such as International Women’s Day 8/3, Vietnamese Women’s Day 20/10, etc.), the pickup and delivery time may be faster or slower than the timeline stated above. Service users understand and agree to such adjustments.
• In cases where shipments are temporarily detained by competent authorities, suspected of containing prohibited goods or goods prohibited from postal transportation, lacking required shipment information under applicable laws, or where there is a discrepancy between the weight declared on the shipment and the weight re-measured by SPX, the overall delivery timeline may be affected and extended beyond the committed timeline.
• The above maximum delivery timeline does not include the following periods:

1. The period during which the courier cannot reach the recipient by phone. According to our internal regulations, the courier must make at least 03 call attempts per delivery shift, with a minimum interval of 1 minute between calls. If after 03 consecutive unsuccessful delivery shifts, corresponding to the required call attempts, the courier still cannot contact the recipient, the shipment will be considered unsuccessfully delivered and will be returned to the sender. Each delivery shift is considered 01 working day.
2. The period during which the recipient requests redelivery at another time. The recipient may schedule a redelivery within a maximum of 132 hours from the time the shipment arrives at the last-mile delivery hub. The shipment will be considered unsuccessfully delivered if the recipient cannot receive the shipment within the scheduled time according to the delivery call regulations mentioned above.

• The maximum end-to-end delivery timeline equals the committed delivery timeline plus the maximum rescheduling time requested by the recipient.
• The Letter Service is currently being piloted for a limited number of corporate customers 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:

• The Express Service applies only to intra-province routes where both the origin and destination are wards/communes (attached list) within the following provinces and cities.

2. Pickup and Delivery:

3. Return:

III. Claim Resolution Time Frame