B2C Cold-Chain Delivery & Shipping Policy

Mekong Meris operates dispatch and delivery based on transparency, fairness, and stringent thermal safety:

• Standard Dispatch Origin: 176 Hong Bang, Ward 12, District 5, Ho Chi Minh City.
• Routing Distance Basis: Distance is calculated based on actual road-routing distance returned by integrated logistics partner APIs, not straight-line radius and not administrative boundaries.
• Order Value for Subsidy: Determined strictly by the merchandise subtotal after promotional discounts and before shipping fees. Surcharges or tips are excluded from subsidy calculations.

To ensure export-grade cold-chain seafood remains accessible, Mekong Meris subsidizes shipping fees across three distinct order tiers:

• Tier 1 (Under 500,000 VND): Customer pays 100% of actual carrier quote.
• Tier 2 (500,000 VND to under 1,000,000 VND): Subsidized up to 35,000 VND (Freeship up to 6 km). For extended distances, customers only pay the difference above 35,000 VND.
• Tier 3 (1,000,000 VND and above): Mekong Meris covers 100% of actual delivery fees across all distances (100% Freeship).

Extended Distance Protection: For orders over 500,000 VND, the 35,000 VND subsidy remains fully credited regardless of delivery distance.

Customers who prefer self-pickup can choose Store Pickup free of charge:

• Pickup Address: 176 Hong Bang, Ward 12, District 5, Ho Chi Minh City
• Shipping Fee: 0 VND (Free)
• Storage at Pickup: Orders are stored in dedicated commercial deep-freeze units (-18°C) and pre-packed for swift collection.

Order processing windows operate on local time (GMT+7):

• Orders confirmed before 16:00: Scheduled for same-day delivery within established cold-chain transit windows.
• Orders confirmed after 16:00: Scheduled for delivery the following morning to guarantee optimal cold preservation.
• Actual Delivery Time: Subject to traffic conditions, dispatch availability, and routing distance from our fulfillment hub.

• Cold-Chain Packaging Standard: Every B2C frozen order is protected using thermal insulation and certified food-grade cooling gel packs. Mekong Meris does not charge an extra packaging surcharge.
• Failed Delivery (Customer Cause): In cases of recipient unavailability after 3 call attempts, incorrect address input, or last-minute rescheduling after courier dispatch: redelivery fee is charged at actual carrier rates.
• Failed Delivery (Carrier / System Fault): Mekong Meris fully assumes 100% of redelivery expenses with newly packed items.
• Returned Goods Safety Protocol: Returned frozen products are strictly forbidden from automatic restocking into sellable inventory. All returned merchandise undergoes mandatory quarantine and rigorous QC evaluation to protect consumer health.