1. Scope of Application
Applies to orders placed via thecapitalcoffee.com and confirmed by The Capital Coffee. Actual delivery coverage depends on the delivery area, product, carrier and service availability at the time the order is placed.
2. Order Processing
For in-stock items, the typical preparation time is expected to be 01–02 business days after the order and payment (if prepayment is required) are confirmed. Pre-orders, bulk orders, B2B orders or products requiring special preparation may have different lead times and will be notified.
3. Shipping Time
The delivery time displayed or notified is an estimate, calculated from when the order is handed over to the carrier. Actual times may vary due to the delivery address, traffic conditions, weather, peak periods, customs or events beyond reasonable control.
4. Shipping Fees
Shipping fees are shown at checkout or notified before the customer confirms the transaction. If a fee needs to be quoted separately for a specific order, The Capital Coffee will request confirmation before charging.
5. Delivery Information
Customers must provide full name, phone number, address and accurate delivery instructions. If incorrect or missing information results in redelivery, storage or return, reasonable costs may be applied according to the cause and notified to the customer.
6. Order Tracking
When a tracking number or tracking tool is available, The Capital Coffee may provide it to the customer via account, email, SMS or official support channels.
7. Failed Delivery
If delivery is not possible due to inability to contact the recipient, incorrect address, recipient refusal or similar reasons, the carrier may attempt redelivery or return the shipment. The Capital Coffee will coordinate with the customer to determine an appropriate solution.
8. Damaged, Missing or Incorrect Items
When a package shows signs of dents, tears, water damage, missing items, or incorrect products, the customer should inspect the parcel, take photos or video, and contact The Capital Coffee promptly. The inspection procedure at the time of receipt is governed by the Goods Inspection Policy; rights to exchanges and returns are governed by the Return and Exchange Policy.
9. 24-hour Window for Proof of Delivery
To facilitate verification with the carrier, customers are recommended to report any abnormal signs regarding the parcel within 24 hours from receipt. This timeframe is intended to assist in collecting delivery evidence and does not by itself waive the right to file claims for quality defects or other rights protected by law.
10. International Orders
If The Capital Coffee supports delivery outside Vietnam, delivery times, fees, import duties, customs procedures and product restrictions may vary by country. Any taxes or fees imposed by authorities in the destination country will be handled according to the published information, the terms of the transaction and applicable laws.
11. Events Beyond Reasonable Control
Natural disasters, epidemics, war, strikes, logistics disruptions, regulatory changes, infrastructure incidents or force majeure events may delay delivery. The Capital Coffee will notify and cooperate to handle such events within a reasonable scope.