Shipping policy

  • Last updated: 04/09/2026
  • Website: arcawellness.com
  • Website Owner: ARCA WELLNESS COMPANY LIMITED
  • Email: hello@arcawellness.com
  • Hotline: 097 839 9921

ARCA is committed to supporting safe, clear and suitable delivery for each customer order. This Policy applies to orders placed on the website, at the store, or through ARCA's official sales channels unless a separate delivery policy is clearly published at the time of purchase.

1. Delivery scope

ARCA supports nationwide delivery within Vietnam. For international, bulk, event or special-delivery orders, customers should contact ARCA in advance for confirmation of feasibility, timing, fees and applicable conditions.

2. Delivery methods

ARCA may deliver through independent carriers, ARCA-assigned staff or another delivery method disclosed at order confirmation.

Depending on the delivery address, product type, size, weight, and operating conditions from time to time, ARCA may choose an appropriate delivery method to ensure safe delivery and receipt within the expected timeline. In addition, depending on the policy of the independent shipping provider, Customers may choose a suitable delivery method.

Once the order has been handed to the carrier, changes to the delivery address are generally not possible unless the carrier''s rules allow it. Risk of loss or damage is handled according to the carrier handover and delivery confirmation process applicable to the order.

ARCA will notify the customer of the specific carrier, waybill number, or order tracking information via email, text message, or an appropriate communication channel.

3. Processing and delivery timing

After the order is placed, ARCA may contact the customer to confirm order information if needed. Once the order is confirmed and the product is in stock, ARCA will process and hand the order to the carrier within 48 hours, excluding weekends and public holidays, unless the item is pre-order, needs separate confirmation or force majeure applies.

Estimated delivery time is 2 to 7 business days depending on the destination, transport distance and carrier capability. Delivery may take longer during launches, promotions, bad weather, holidays or restricted areas.

If delivery is materially delayed compared to the estimate, ARCA should update the customer and allow them to continue waiting, change the delivery arrangement or cancel the order under the applicable terms.

4. Delivery fees

Delivery fees are calculated based on the order, destination, product size/weight and carrier policy at the relevant time. Delivery fees, if any, are shown at checkout or communicated before order completion.

5. Inspection on receipt

Customers may inspect goods on delivery within ARCA's co-inspection policy and the carrier's rules. Inspection is carried out at the time of receipt and, where possible, in front of the carrier.

Customers should check at least quantity, model, packaging condition, seals, included accessories and visible dents, tears, cracks or damage before signing. Inspection does not include plugging in, trial use or operating the product unless otherwise agreed in writing or separately published for a specific product/program. If the goods are incorrect or clearly damaged, the customer may refuse receipt and must take photos/video and record the issue with the carrier.

Receipt process

Step 1: Upon receiving the goods, Customers should check the condition of the package, packaging, seals, and product quantity in the presence of the delivery staff.

Step 2: If the product is complete, matches the order, and the packaging is intact, Customers proceed to receive the goods and make payment if cash on delivery applies.

Step 3: If any of the following cases are detected, Customers should refuse receipt and contact ARCA for support:

  • Missing products or missing accessories;

  • The product does not match the order placed;

  • The packaging is torn, dented, wet, unsealed, or shows signs of damage;

  • The product shows signs of damage caused by shipping.

If the Customer is unable to co-inspect or asks another person to receive the goods, the Customer is requested to record a video of the unboxing process from the time the package still has intact seals/packaging until the product inside is checked.

If any issue arises, Customers should send images or videos to ARCA within 48 hours from the time of receipt for timely support.

Notification within 48 hours helps ARCA quickly verify the delivery condition, damage, or missing accessories. If notification is made after this period, ARCA will still receive and consider the request if the Customer has appropriate grounds, documents, or evidence.

ARCA will not be responsible in cases where the Customer makes complaints about the goods after signing the receipt record and the shipping provider has left, or where there is no video proving that the goods have an issue.

6. Failed delivery

If delivery cannot be completed because the customer provided an incorrect address, cannot be reached, refuses delivery or fails to receive the order without a reasonable cause, the order may be returned to ARCA. For prepaid orders that cannot be delivered due to customer-side causes, refunds may be reduced by actual delivery, return or other reasonable disclosed charges.

7. Receipt and resolution of delivery complaints

 If the Customer has any complaint related to delivery, shipping fees, package condition, delivery time, or the handling result of an unsuccessful delivery order, the Customer may contact ARCA through the published email or hotline.

When submitting a complaint, Customers should provide the order code, contact information, complaint details, relevant documents/evidence, and the proposed solution, if any.

ARCA will receive and conduct negotiations with the Customer within 07 business days from the date ARCA receives a valid request.

If the parties fail to reach an agreement, the dispute may be resolved through negotiation, mediation, arbitration, or a competent court in accordance with current legal regulations.

8. Responsibilities of the parties during delivery and receipt

ARCA is responsible for preparing the correct product according to the order, packaging the product properly, and handing it over to the shipping provider. All ARCA orders are packed together with a Delivery Note and Financial Invoice, either in paper or electronic form. Customers have the right to refuse receipt if the package does not include documents proving its origin from ARCA Wellness.

The shipping provider is responsible for delivering the goods according to the delivery information provided by the Customer and in accordance with the service standards of the shipping provider.

Customers are responsible for providing complete and accurate delivery information, including full name, phone number, address, and delivery notes, if any.

If the delivery information is inaccurate, incomplete, or ARCA/the shipping provider cannot contact the Customer, delivery may be delayed or impossible to complete.

For orders shipped through a shipping provider designated by ARCA, ARCA will coordinate with the shipping provider to handle incidents of lost goods, damage, wrong delivery, or insufficient delivery arising during shipping, based on verification results and in accordance with ARCA’s Return, Exchange & Refund Policy.

9. Handling delayed or unsuccessful delivery

If delivery is delayed due to the shipping provider, weather, delivery area, or events beyond control, ARCA will coordinate with the shipping provider to update the Customer on the order status.

If delivery is significantly delayed compared with the expected timeline previously notified, ARCA will update the Customer on the order status and enable the Customer to choose whether to continue waiting for delivery, change the delivery method, or cancel the order in accordance with this Policy and current law.

The shipping provider may attempt delivery a number of times according to its policy from time to time. If delivery is unsuccessful after the prescribed number of attempts, the order may be returned to ARCA.

If the order cannot be delivered because the Customer provided an incorrect address, does not answer the phone, refuses to receive the goods, or fails to receive the goods without a valid reason, the order may be returned to ARCA.

For prepaid orders that cannot be delivered due to reasons attributable to the Customer, ARCA will support a refund after receiving the returned goods and inspecting the product condition.

The refund amount may be deducted by the actual shipping fee, return shipping fee, or other reasonable costs incurred, if any, provided that such fees are notified to the Customer in accordance with current legal regulations.

10. Restricted delivery areas 

In certain force majeure cases or special areas such as natural disaster areas, epidemic areas, restricted delivery areas, remote areas, or locations outside the service coverage of the shipping provider, ARCA may be unable to deliver goods within the expected timeline.

In such cases, ARCA will contact the Customer to agree on a suitable solution, including changing the delivery address, changing the delivery time, canceling the order, or refunding the order if payment has already been made.

11. Confirmation of Agreement to the shipping and delivery policy 

Before completing an order on the website, Customers must read and confirm their agreement to ARCA’s general transaction terms, including the Shipping & Delivery Policy, Return, Exchange & Refund Policy, Payment Policy, Privacy Policy, and Terms of Use, if any.

A successfully placed order is understood to mean that the Customer has read, understood, and agreed to the policies publicly announced by ARCA on the website at the time of placing the order.

ARCA recommends that Customers retain order information, invoices/payment documents, and the policies applicable at the time of purchase for reference when support is needed for delivery, return, exchange, refund, or warranty.

If the Customer does not agree with any provision of this Policy or other general transaction terms of ARCA, the Customer has the full right to stop placing the order or contact the Customer Care department for further clarification. ARCA respects the Customer’s choice and does not require the Customer to accept any terms that the Customer finds unsuitable.

12. Change and updates to the policy 

  • ARCA has the right to amend, update, or adjust the contents of this Policy at any time to comply with current legal regulations and the Company’s actual business operations.

All changes will take effect immediately upon official posting on the website arcawellness.com, unless otherwise provided regarding the effective date. ARCA recommends that Customers regularly review the Policy before conducting transactions. For orders successfully confirmed before the time of change, the provisions of the old Policy version, as applicable at the time of placing the order, will still apply to protect Customers’ rights.

13. Support contact

For any questions related to shipping and delivery, please contact:

Receiving department: ARCA Customer Care