Kosmos Vietnam's shipping support policy and delivery process.

Goods delivery and inspection process

When receiving goods, customers need to confirm the order before delivery and sign for receipt after receiving the goods.

3 steps to receive goods at Kosmos Vietnam

Step 1: Goods before delivery

Items to be inspected before goods leave the warehouse.

Note: Delivery fee will be confirmed by Kosmos in the order before delivery.

Step 2: Goods in the process of delivery

ISSUES ARISING DURING DELIVERY AND RECEIPT
1. Delivery to townhouses/villas	Additional fees when loading goods over 5m, loading down to the basement, loading upstairs.
2. Delivery to home (small alley)	The entrance to small alleys is very difficult to enter, so the Agent/Customer should notify in advance so that Kosmos staff can find an alternative solution with a small vehicle and provide additional delivery support tools.
3. Delivery to building/apartment	Entrance fee, basement fee, elevator fee, porterage fee (if any) may apply. Note: Delivery time for buildings/apartments is from 8 AM to 5 PM. If you wish to have your order delivered in the morning, please notify Kosmos one day in advance.
4. Delivery to the bus station	Time to receive orders and deliver to the bus station is before 15:XNUMX p.m. (to avoid traffic jams and prohibited routes in the city). Orders placed after 15 PM will be shipped the following day. Fees incurred during the delivery process such as: Terminal entry fee, loading/unloading fee for oversized goods.

In case of unexpected incidents, Kosmos delivery staff will contact and notify the Agent/Customer of the expected delivery time later than scheduled, we hope you understand.

Step 3: Goods after delivery

The receiving agent is responsible for checking the quantity, color and condition of the goods immediately upon receipt.
The third party (Customer, worker, contractor...) designated to receive the goods must provide phone number and name before leaving and is responsible for checking the quantity, color, and condition of the goods immediately upon receipt.
If the Agent/Customer discovers that the goods are missing, damaged or not the same as the ordered model, they must immediately notify the customer to exchange or return the goods.
Checking time from 30 minutes to 1 hour depending on the number of orders.

Kosmos will not be responsible for any feedback regarding incorrect quantity, color, or goods damaged due to external forces after the dealer or a third party (customer, technician, contractor, etc.) has signed for receipt of the goods.

Shipping support policy

Kosmos Vietnam provides delivery services in Ho Chi Minh City and surrounding provinces (Binh Duong, Long An, Dong Nai, Cu Chi) within a radius of ≤40km.

2 cases of transportation support

Orders eligible for shipping policy

Cases supported by Kosmos for shipping
Items	Order value (VND)	Ho Chi Minh City within ≤30km	Ho Chi Minh City and neighboring provinces within a range of ≤40km
SPC wood/plastic flooring	≥60m2	100% support	50% support
Bamboo Charcoal Panel	≥15 million	100% support	70% support
Bamboo Charcoal Panel	≥20 million	100% support	100% support
New Material Kosmos (Exterior & Interior)	≥12 million	100% support	50% support
	≥15 million	100% support	70% support
	≥20 million	100% support	100% support
New material Galawood (Exterior & Interior)	≥16 million	100% support	70% support
New material Galawood (Exterior & Interior)	≥20 million	100% support	100% support
New material 3.5m – 4m long (Exterior & Interior)	≥16 million	70% support	30% support
Combined Order (Combine Multiple Items)	≥16 million	Support 70 – 100%	Support 30 – 70%
Combined Order (Combine Multiple Items)	≥20 million	Support 70 – 100%	Support 30 – 70%

Notes regarding delivery and receipt:

For combined orders, the main product with shipping support accounts for 70% of the total order amount.
Kosmos Vietnam does not support additional fees such as loading and unloading beyond 5m, station entry fees, station fees, up and down shipping fees, etc.
Delivery via prohibited routes and prohibited hours (agreement to deliver goods during permitted delivery hours).
Delivery time is subject to agreement between the Seller and the Buyer, starting from the date of receipt of the deposit. The delivery department will deliver the goods within the agreed timeframe, except in cases of force majeure beyond control such as: vehicle breakdown, weather conditions, natural disasters, epidemics, war, and peak periods such as holidays. Delivery staff will proactively contact and arrange a suitable time for delivery to our valued dealers and customers.
Kosmos reserves the right to reclaim the subsidized shipping fee for an order when the order no longer qualifies for the subsidized shipping policy.

Additional charges for delivery:

For goods exceeding the standard size of 3m, Kosmos will quote a separate shipping price for each order of 3.5m, 4m, etc. (to transport oversized goods, a large tonnage vehicle is required, the cost will be different from goods under 3m).
For new building materials (e.g., wood-plastic composite, plastic cladding panels, bamboo charcoal cladding panels, stone-patterned PVC panels, panel sheets, etc.), please provide one additional person to help unload the goods; otherwise, an unloading fee will be charged.
Goods transported by truck with a weight of 700kg or more, goods with dimensions of 1200x2400mm or 1200x2800mm, goods longer than 3.5m will be charged a surcharge of 70,000 VND/ton for unloading (not including loading and unloading to the basement and upstairs in Ho Chi Minh City).
Trucks carrying new materials such as PVC panels, bamboo charcoal panels from 50 panels or more incur an unloading fee of 150,000 - 200,000 VND (hire a freight forwarder to help transfer the goods to/from the truck).

In cases where Kosmos does not support shipping