Delivery & Inspection policy

GCool., JSC offers nationwide delivery to provide customers with the most comprehensive service experience.

All items shipped to customers will be carefully packed according to proper standards and include all relevant documents, such as: Order form, Delivery note, Warranty card, User manual, etc.

1. Delivery process

  • After placing a successful order on the website, GCool will send a confirmation email with detailed order information. To minimize inconvenience, no phone calls will be made to confirm the order.
  • GCool will hand over the Sealed product package along with the Shipping label and Delivery note attached to the external package to a third-party courier within 48 hours of order confirmation.
    • Customers can modify or cancel their orders during the preparation stage by emailing info@gcool.com.vn or contacting the hotline at 024 3383 8688.
    • If the order needs to be changed or canceled after the courier has received it, the customer must pay the shipping fee. GCool will then send a new order as soon as possible.
    • In case of out-of-stock items or delivery delays, GCool will notify customers via email or phone to arrange a new delivery schedule. Customers can cancel the order if the revised timeline is unsuitable.
  • Customers will receive a notification (via SMS or phone call) confirming the delivery schedule from the authorized courier.
  • Orders will be delivered up to three times. If delivery fails on the first attempt, the courier will contact the customer for a second attempt within 1–2 working days. After three failed attempts, the order will be automatically canceled and returned.
  • Upon delivery, customers are required to inspect the package and make payment to the delivery personnel.

2. Inspection policy

For orders delivered directly by GCool:

  • Customers and the delivery personnel must jointly inspect the products and accompanying documents, sign the delivery confirmation, and complete the payment process.
  • If the product is damaged or does not match the order (e.g., incorrect quantity, model, color, or value), customers have the right to refuse the delivery and payment.

For orders shipped by third-party couriers:

  • Customers may inspect the package with the courier at the time of delivery. Any issues (e.g., physical damage during transit) should be immediately reported to GCool with photographic evidence. Customers may refuse the delivery if issues arise.
  • After receiving the package, customers should record an unboxing video to protect their rights and provide evidence if necessary. Any issues caused by third-party shipping must be reported to GCool within 24 hours of receiving the package.
  • The courier is responsible for delivering the complete package, including the Sealed product package, Shipping label, and Delivery note, in the condition received from GCool.

3. Responsibilities

  • Delivery personnel must wait while customers inspect the contents of their orders. If they refuse, customers should contact GCool’s hotline: 024 3383 8688 for support.
  • During inspection, if products are damaged or incorrect, customers should contact GCool’s customer care team via the hotline for verification and resolution.
    • If GCool ships the wrong order, customers may refuse the delivery without payment. For prepaid orders, GCool will arrange a replacement as soon as possible.
    • If GCool ships the correct order but the customer changes their mind, or refuse the delivery due to reasons beyond the product, they must cover the shipping costs based on specific circumstances.
  • GCool is not responsible for quantity, model, or physical damage after the successful joint inspection and delivery.
  • Customers should avoid using sharp objects to open packages to prevent accidental product damage. GCool cannot support returns for damages caused by customer error.

4. Delivery fees

GCool applies shipping fees based on regional rates provided by our logistics partner, Viettel Post. Detailed rates can be found at Viettel Post Fee Lookup: https://viettelpost.com.vn/tra-cuoc-va-thoi-gian-van-chuyen/

5. Delivery time

HANOI AREA

  • In 1 – 2 working days: applicable to the following districts: Cầu Giấy, Hoàn Kiếm, Thanh Xuân, Ba Đình, Tây Hồ, Hai Bà Trưng, Đống Đa, Hoàng Mai.
  • In 2 – 3 working days: applicable to the following districts/wards: Nam Từ Liêm, Bắc Từ Liêm, Long Biên, Hà Đông, Ba Vì, Chương Mỹ, Đan Phượng, Đông Anh, Gia Lâm, Hoài Đức, Mê Linh, Mỹ Đức, Phúc Thọ, Phú Xuyên, Quốc Oai, Sóc Sơn, Thạch Thất, Thanh Oai, Thanh Trì, Thường Tín, Ứng Hòa, Sơn Tây.

OTHER PROVINCES/CITIES

  • In 3–7 working days, depending on the destination.

6. Contact for complaints

For inquiries or complaints, customers can contact GCool JSC at: