Privacy policy
PRIVACY POLICY
Last updated: 9 August 2026
The Toong Coffee website is operated by Nguyen And Nguyen Creative design company limited (“Toong”, “we”, “us”) using the Shopify platform.
This Privacy Policy describes how Toong collects, uses, retains,
shares and protects personal information and personal data when users
visit the website, create an account, place an order, subscribe to
communications or contact Toong.
1. Purpose and Scope of Information Collection
Depending on how a user interacts with the website, Toong may collect the following categories of information:
- Name, email address and phone number;
- Delivery address;
- Information required to issue an invoice when requested by the customer;
- Products ordered, quantities, order information, purchase history and order status;
- Information necessary to confirm and reconcile bank-transfer
payments, including payment amount, transaction time and payment
reference; - Profile information, addresses and order history associated with a
customer account, where the customer chooses to use an account; - Information submitted through email, forms or other communication channels with Toong;
- IP address, device type, browser, cookies and information regarding
the use of or interaction with the website processed by Shopify and any
analytics or advertising tools enabled on the website.
Toong currently does not directly collect or store customers'
credit-card or debit-card information. The website's current payment
method is bank transfer.
2. Scope of Use of Information
Toong may use personal information to:
- Receive, confirm and process orders;
- Confirm and reconcile payments;
- Prepare, pack and deliver orders;
- Issue invoices and supporting documents and comply with accounting and tax obligations;
- Communicate regarding order status or changes affecting an order;
- Provide after-sales support;
- Receive and resolve feedback, requests and complaints;
- Create, maintain and manage customer accounts;
- Protect website security and prevent or detect fraud or unauthorized access;
- Analyze and improve products, services and user experience;
- Send marketing emails to persons who have subscribed or consented to receive them;
- Conduct communications and advertising through Facebook, Instagram, Zalo or other channels used by Toong;
- Comply with legal obligations or lawful requests from competent authorities.
3. Persons and Organizations That May Access Information
To the extent necessary for the purposes described in this Policy, personal data may be accessed or processed by:
- Authorized Toong personnel involved in management, sales, customer support, accounting and order processing;
- Shopify and Shopify features or applications used by Toong to
operate the website, customer accounts, forms, communications and order
processing; - Meta/Facebook & Instagram for measurement, commerce or
advertising functions enabled by Toong. The scope of data shared depends
on the data-sharing configuration enabled in Shopify; - Banks and relevant service providers to the extent required to receive, confirm and reconcile payments;
- Delivery providers selected by Toong for individual orders, which
may include GrabExpress, Ahamove, Green SM Express, Viettel Post or
another suitable provider; - Technical or support service providers where necessary to operate the website and complete transactions;
- Competent authorities where disclosure is lawfully required.
For delivery purposes, Toong provides only information reasonably
necessary to fulfill the order, such as the customer's name, phone
number, delivery address, parcel information and necessary delivery
instructions.
4. Data Retention
Retention periods depend on the type of data and the purpose for which it is processed:
- Customer account data is retained while the account remains active
and until an erasure request is processed, except where information must
continue to be retained by law; - Marketing data is retained until the user unsubscribes or withdraws consent;
- Order, payment, invoice and accounting records are retained for the
period necessary to complete transactions and for any mandatory
retention period under applicable tax, accounting and related laws; - Feedback, request and complaint records are retained for as long as
reasonably necessary to process the matter, reconcile records, resolve
disputes and protect the lawful rights and interests of the parties; - Technical data, cookies and data processed by Shopify or other
service providers are retained according to the applicable service
settings, mechanisms and policies.
5. Information and Data Security Measures
The Toong website is operated using Shopify infrastructure and uses
HTTPS/TLS connections to protect data transmitted between users and the
system.
Toong applies reasonable measures including:
- Limiting access to data according to work requirements;
- Managing administrative account permissions;
- Using security features provided by Shopify;
- Reviewing and restricting access when a risk or incident is identified;
- Coordinating with Shopify and relevant service providers where necessary to address an incident.
No technical measure can guarantee absolute security. If an incident
affecting personal data is identified, Toong will apply measures
appropriate to the nature and severity of the incident and will make any
notification required by applicable law.
6. Accessing and Correcting Personal Data
Customers with an account may view or manage certain profile
information, addresses and order history through their account to the
extent supported by Shopify.
For other data, or where the customer does not have an account,
requests to access, correct or supplement personal data should be sent
to:
Email: toong@toongcoffee.vn
Customers should provide:
- Name;
- Email address or phone number previously used with Toong;
- Order number, where applicable;
- A description of the information to be accessed or corrected.
Toong may request reasonable additional information to verify the requester before providing or changing personal data.
7. Requests to Erase, Destroy or Restrict Processing of Personal Data
Requests to erase, destroy or restrict the processing of personal data should be sent to:
Email: toong@toongcoffee.vn
The process consists of:
- Receiving the request;
- Verifying the requester using information associated with the
transaction or account, such as email address, phone number or order
number; - Processing the request through Shopify and coordinating with third parties that received the data where necessary;
- Notifying the requester of the outcome.
Certain information may continue to be retained where required for
tax, accounting, invoicing, fraud-prevention, dispute-resolution or
other legal obligations.
Erasure of personal data does not necessarily mean deletion of all
transaction information. Certain transaction records may continue to be
retained where necessary or as required by applicable system processes
and laws.
8. Privacy-Related Feedback, Requests and Complaints
The official channel for privacy-related feedback, requests and complaints is:
Email: toong@toongcoffee.vn
Support phone: +84 38 800 86 70
The phone number may be used for assistance or guidance. Formal
requests concerning access, correction, erasure or restriction of
personal data should preferably be submitted by email so that Toong can
verify and maintain a record of the request.
Expected handling times are:
- Acknowledgment of receipt: within 1 business day;
- Routine matters: expected within 3 business days;
- Matters requiring reconciliation with Shopify, a bank, a delivery
provider or another third party: expected within 5 business days; - Complex matters or verified data-rights requests: expected within a maximum of 15 business days.
If additional time is required, Toong will inform the requester of the reason and provide a revised expected timeframe.
9. Cookies and Measurement Technologies
The website uses Shopify and may use cookies or similar technologies to:
- Provide essential website functionality;
- Maintain sessions and user preferences;
- Analyze website activity and performance;
- Measure advertising activities.
Toong currently has Facebook & Instagram by Meta connected to
Shopify. Depending on the data-sharing configuration selected by Toong,
Meta may receive information regarding users' interactions with the
website and other data necessary for measurement, user matching or
advertising.
Where applicable law requires consent for a particular cookie or
data-processing technology, its use will be subject to the privacy
controls or consent choices made available through the website.
10. Processing Through Shopify and International Service Providers
The website is operated using Shopify. In order to provide its
services, Shopify and its subprocessors may transfer, store or process
data in multiple countries or regions.
Toong does not identify or represent that website data is stored in one fixed data center.
Data processed through Shopify and related service providers is
handled according to the applicable operating, security and
data-protection mechanisms of those providers and applicable law.
11. Marketing Communications
Users may voluntarily subscribe to receive marketing communications from Toong.
Recipients of marketing emails may unsubscribe by:
- Using the Unsubscribe option provided in the email; or
- Sending a request to toong@toongcoffee.vn.
Opting out of marketing communications does not prevent Toong from
sending communications necessary to process orders, payments,
deliveries, invoices or customer support matters.
12. Children's Data
The website is not designed for the purpose of intentionally collecting children's personal data.
If Toong becomes aware that personal data relating to a child or
minor has been provided in circumstances where applicable law requires
parental or guardian consent or representation, Toong may request
verification and process the data in accordance with applicable law.
13. Changes to This Privacy Policy
Toong may update this Policy when its business operations, website functions, service providers or applicable laws change.
The updated version will be published on the website and will state the most recent update date.
14. Contact Information
Nguyen And Nguyen Creative design company limited
Enterprise ID: 0318169953
Registered office: 451/11A Bach Dang Street, Gia Dinh Ward, Ho Chi Minh City, Vietnam
Email: toong@toongcoffee.vn
Support phone: +84 38 800 86 70
RIGHTS AND OBLIGATIONS OF THE PARTIES
Last updated: 9 August 2026
The Toong Coffee website is operated by Nguyen And Nguyen Creative design company limited (“Toong”).
Toong is both the operator of the website and the direct seller of products offered on the website. The website currently does not allow third-party organizations or individuals to open storefronts or seller accounts.
1. Rights and Obligations of Toong as Website Operator
Toong has the right and obligation to:
- Establish, publish and implement the operating conditions, transaction conditions and policies applicable to the website;
- Establish and publish service standards and procedures relating to ordering, payment, delivery, customer support and other relevant activities;
- Collect amounts relating to transactions in accordance with product prices, taxes, delivery charges and other charges that have been disclosed or communicated to the customer under the applicable policies;
- Provide complete or summarized information regarding promotions, applicable conditions, promotion periods and relevant limitations before a customer completes an order;
- Operate the website safely and reliably within the reasonable capabilities of the system and technology services used;
- Establish and apply circumstances in which user accounts may be suspended, restricted or terminated due to fraud, impersonation, unauthorized interference with the system, unlawful use of data, violation of law or violation of website conditions;
- Take necessary measures to protect consumers' personal information and other information requiring confidentiality during use of the website;
- Receive and resolve feedback, requests and complaints from users in accordance with the policies published on the website;
- Monitor, detect and prevent unlawful activities on the website;
- Cooperate with and provide information or data to competent authorities in response to lawful requests;
- Suspend or refuse to process a transaction where there are reasonable grounds to believe that the transaction involves fraud, unlawful conduct or failure to meet published transaction conditions;
- Notify customers of material changes affecting an order, product availability, expected delivery time or expected cost.
The website currently does not provide third-party seller functionality. Seller account opening fees, maintenance fees, order-processing fees or other third-party seller service fees therefore do not apply.
2. Rights and Obligations of Toong as the Direct Seller
As the direct seller of products on the website, Toong has the right to:
- Determine the range of products sold on the website;
- Determine product prices, promotional programs and conditions of sale in accordance with applicable law;
- Receive, confirm or reject orders in circumstances consistent with the transaction conditions published on the website;
- Use Shopify infrastructure and other technical service providers for sales operations;
- Access data directly related to its business and transactions to the extent permitted by law;
- Require customers to provide information reasonably necessary for payment, invoicing, delivery and order support.
Toong has the obligation to:
- Provide accurate, complete and clear information about products offered on the website;
- Ensure that product quality is consistent with published information and applicable legal requirements;
- Confirm orders, prepare goods, arrange delivery and perform after-sales obligations in accordance with published policies;
- Provide replacement goods, missing items, refunds or another appropriate remedy where required under the applicable policy or law;
- Not trade in prohibited goods, counterfeit goods, goods infringing intellectual-property rights or other unlawful products;
- Fulfill applicable tax, invoicing, accounting and other financial obligations;
- Protect buyers' personal data and information;
- Disclose customer information to banks, delivery providers, service providers or other relevant parties only to the extent necessary to complete a transaction or as required by law;
- Cooperate with competent authorities in addressing unlawful activities.
3. Rights of Buyers
Buyers have the right to:
- Have their lawful consumer rights and interests protected;
- Receive complete, accurate and understandable information about products, prices and transaction conditions before placing an order;
- Know the product price, applicable taxes, delivery charges and related costs before making payment;
- Select products and the payment and delivery methods currently offered by Toong;
- Receive information regarding the status and processing of their orders;
- Have their personal data protected in accordance with the Privacy Policy and applicable law;
- Request access to, correction of, deletion of or restriction of processing of their personal data to the extent permitted by law;
- Submit feedback, requests and complaints to Toong and have them handled under the published procedure;
- Request an appropriate remedy where products are incorrect, incomplete, damaged or inconsistent with the confirmed order, subject to verification and the applicable policies;
- Receive invoices and supporting documents in accordance with applicable law and the information provided to Toong.
4. Obligations of Buyers
Buyers are required to:
- Provide complete and accurate information necessary to complete the transaction, including contact, delivery and invoice information where applicable;
- Review product information, quantity, price, tax, delivery charges and the total amount payable before confirming the transaction;
- Make full and timely payment using the selected or confirmed payment method;
- Provide accurate information necessary for the delivery provider to complete delivery;
- Inspect the goods upon delivery to the extent permitted under the Shipping and Inspection Policy;
- Notify Toong within a reasonable period if an error, shortage, damage or other order-related issue is discovered;
- Cooperate by providing reasonable information, photographs, documents or evidence where required to verify feedback or a complaint;
- Comply with the website's transaction conditions, policies and applicable law;
- Not use the website or customer account for fraud, impersonation, infringement of the rights of others or other unlawful activity;
- Not unlawfully interfere with the website's operation, data, technical systems or security mechanisms.
5. Customer Accounts
Customers may purchase products without being required to create an account, subject to the website functions available at the relevant time.
A customer account may assist customers in managing personal information, addresses, order history and other functions supported by Shopify.
Customers are responsible for ensuring that account information is accurate and for protecting access to their accounts.
Toong may suspend, restrict or terminate access to an account where there are reasonable grounds to believe that the account:
- Is being used for fraud or unlawful purposes;
- Contains false or impersonated information;
- Infringes the rights of another organization or individual;
- Is used to interfere unlawfully with the website or its systems;
- Engages in conduct affecting the safety, security or normal operation of the website.
Where appropriate, Toong will notify the user of an account restriction or termination and provide a means of contacting Toong for assistance.
6. Promotions
Where Toong offers a promotion, complete or summarized information will be provided before the customer completes an order, including, where applicable:
- The form of promotion;
- Promotion period;
- Applicable products or customers;
- Conditions for receiving the promotion;
- Quantity or usage limits;
- Conditions applicable to discount codes, gifts or other benefits.
Specific terms of a promotion take precedence for that promotion.
7. Feedback, Requests and Complaints
Feedback, requests and complaints concerning transactions on the website are handled in accordance with Toong's Feedback, Requests and Complaints Policy.
Official contact channel:
Email: toong@toongcoffee.vn
Buyers are responsible for providing reasonable information necessary for Toong to verify and handle a matter.
Toong is responsible for coordinating with banks, delivery providers, Shopify or other relevant parties where information or reconciliation with a third party is required.
8. Changes to These Rights and Obligations
Toong may update these Rights and Obligations where website functions, business operations or applicable laws change.
The updated version will be published on the website and will apply from the time of publication unless otherwise required or notified.
Feedback, Requests and Complaints policy
Last updated: 9 August 2026
Toong Coffee receives and handles feedback, requests and complaints relating to the use of the website, ordering, payment, delivery, product information, customer accounts and transactions conducted through the website.
1. Contact Methods
The official channel for submitting feedback, requests or complaints is:
Email: toong@toongcoffee.vn
Customers may also contact:
Support phone: +84 38 800 86 70
The support phone may be used for assistance and guidance where necessary. Where a matter requires verification, reconciliation or a written record, Toong may ask the customer to submit the relevant information by email.
Sales Hotline: +84 79 51 767 79
The Sales Hotline is primarily used for product inquiries and ordering assistance and is not the official complaint-resolution channel.
2. Information Customers Should Provide
To help Toong review and handle a matter efficiently, customers should provide:
- Name;
- Contact email address or phone number;
- Order number, where applicable;
- Description of the feedback, request or complaint;
- Information about the relevant product or transaction;
- Relevant photographs, videos, receipts, bank-transfer information or supporting documents, where available.
Toong will request only information reasonably necessary to verify and resolve the matter.
3. Handling Procedure
The handling process consists of the following steps:
Step 1. Receipt
Toong receives the feedback, request or complaint through the published contact channel.
Step 2. Acknowledgment and Information Review
Toong acknowledges receipt and reviews the information provided.
Where the information is insufficient for verification, Toong may request additional information or supporting documents.
Step 3. Verification
Depending on the nature of the matter, Toong may review:
- Order information and order history;
- Payment information;
- Product and inventory status;
- Communication history with the customer;
- Delivery information and delivery status;
- Photographs, videos or documents provided.
Where necessary, Toong may coordinate with a bank, delivery provider, Shopify or another relevant service provider to reconcile information.
Step 4. Proposed Resolution
Depending on the verification result and the nature of the matter, a resolution may include:
- Providing an explanation or additional information;
- Amending order information where still operationally possible;
- Sending missing items;
- Replacing goods;
- Refunding an appropriate amount;
- Coordinating a trace or reconciliation with a bank or delivery provider;
- Another solution consistent with Toong's policies, the agreement with the customer and applicable law.
Step 5. Notification of Outcome
Toong communicates the outcome using the customer's email address or other contact information provided and retains appropriate records of the handling process where necessary.
4. Expected Response and Resolution Times
Toong applies the following expected timeframes:
- Initial response: within 1 business day after receiving the feedback, request or complaint;
- Routine matters: expected to be resolved within 3 business days;
- Matters requiring reconciliation with a bank, delivery provider, Shopify or another third party: expected to be resolved within 5 business days;
- Complex matters or matters requiring additional verification: expected to be resolved within a maximum of 15 business days.
These timeframes begin once Toong has received the information reasonably necessary to process the matter.
Where additional time is required due to complexity or dependency on verification by a third party, Toong will inform the customer of the reason and provide a revised expected timeframe.
Where applicable law provides a different timeframe for a particular type of request, the legally required timeframe will prevail.
5. Measures and Tools Used to Support Resolution
Depending on the circumstances, Toong may use the following information and tools to verify and resolve a matter:
- Order data and order history maintained through Shopify;
- Bank-transfer confirmation and reconciliation information;
- Email and communication records;
- Photographs, videos and supporting documents provided by the customer;
- Tracking numbers, delivery status or documentation provided by the delivery provider;
- Information provided by a bank or other relevant service provider.
Toong remains the customer-facing point of contact for orders placed directly through the website, including where verification requires coordination with a delivery provider or another service provider.
6. Delivery-Related Complaints
If goods are incorrect, incomplete or damaged, or if the parcel is torn, wet or otherwise visibly abnormal, customers should:
- Inspect the condition of the parcel;
- Take photographs or video where reasonably possible;
- Retain the relevant packaging and goods for as long as reasonably necessary for verification;
- Email Toong with the order number and details of the issue.
Toong will review the information and coordinate with the delivery provider used for the relevant order.
Depending on the verification result, Toong may send missing goods, replace goods, refund an appropriate amount or provide another solution agreed with the customer.
7. Payment-Related Complaints
For matters involving bank transfers, customers should provide:
- Order number;
- Amount transferred;
- Transaction time;
- Payment reference;
- Transaction receipt or screenshot, where available.
Toong will review and reconcile the transaction against the company's bank account.
Where further verification from a bank or payment service provider is required, the handling time may depend on the response time of the relevant provider.
8. Personal Data Requests and Privacy Complaints
Requests to access, correct, erase, destroy or restrict the processing of personal data, as well as privacy-related complaints, should be officially submitted to:
Email: toong@toongcoffee.vn
Such requests are handled in accordance with Toong's Privacy Policy and applicable law.
9. Resolution Principles
Toong handles feedback, requests and complaints based on the following principles:
- Good faith and cooperation;
- Objectivity and verifiable information;
- Confidentiality of the parties' information;
- No request for information beyond what is reasonably necessary to handle the matter;
- Compliance with published policies and applicable law;
- Protection of consumers' lawful rights and interests.
Pricing Policy
Last updated: 9 August 2026
This Policy describes how Toong Coffee discloses product prices, taxes, delivery charges and other costs applicable to orders placed through the website.
1. Product Prices
Product prices displayed on the website are stated in Vietnamese Dong (VND).
Unless otherwise expressly stated on the website or under a promotion, displayed product prices exclude value-added tax (VAT) and exclude delivery charges.
Applicable taxes, delivery charges and other costs relating to an order will be displayed or communicated to the customer before payment is made.
2. Value-Added Tax and Invoices
Value-added tax is calculated according to the tax rate applicable to the relevant goods at the time of the transaction.
Customers requiring an invoice should provide complete and accurate information necessary for invoice issuance as instructed by Toong.
This information may include:
- Individual or organization name;
- Tax identification number, where applicable;
- Address;
- Email address for receiving the invoice;
- Other information required under the invoicing rules applicable at the time of issuance.
Payment by bank transfer does not alter any invoicing obligation applicable under law.
3. Standard Delivery Charges
For orders within the standard delivery areas supported by the website, delivery charges are:
- Up to 5 km: VND 20,000;
- Over 5 km and up to 10 km: VND 30,000.
Distance is determined based on the delivery address and the delivery area confirmed by the system or Toong.
Delivery charges are separate from the product price and are added to the total order amount.
4. Orders Outside the Standard Delivery Rate
For:
- Delivery addresses located beyond 10 km;
- Addresses outside the standard service area;
- Large or heavy orders;
- Orders requiring a van, truck or other special vehicle;
- Orders requiring special delivery arrangements,
the delivery charge may be determined separately based on the delivery address, parcel size or weight, required vehicle, service coverage and the delivery provider's applicable rate at the relevant time.
In such cases, Toong will communicate the delivery charge to the customer for confirmation before payment is made.
5. Delivery Providers and Delivery Cost
Toong does not commit to using a single delivery provider.
Depending on the delivery address, service coverage, order size or weight, expected delivery time and cost, Toong may select GrabExpress, Ahamove, Green SM Express, Viettel Post or another suitable delivery provider.
The choice of delivery provider is intended to provide an appropriate delivery solution for each order and may affect the delivery charge for orders outside the standard delivery-rate structure.
6. Total Amount Payable
Before the customer makes a bank transfer, the total amount payable will include all charges applicable to the order, including:
- Product price;
- Value-added tax (VAT);
- Delivery charges;
- Any other applicable costs that have been disclosed to the customer in advance.
Toong will not charge an additional amount that has not been disclosed to and accepted by the customer.
7. Payment Method
Customers currently pay the full order amount in advance by bank transfer.
Payment is made to a bank account held in the name of:
Nguyen And Nguyen Creative design company limited
Customers should use the order number or payment reference provided by Toong to assist with payment confirmation and reconciliation.
The order is processed after Toong confirms receipt of the full amount payable.
8. Changes to Delivery Charges or Delivery Conditions
The ordinary expected delivery period is 1 to 3 business days.
In certain circumstances, delivery charges or expected delivery times may change because of:
- Delivery location;
- Delivery-provider service coverage;
- Parcel size or weight;
- Special vehicle requirements;
- Traffic or weather conditions;
- Order volumes;
- Weekends or public holidays;
- Force majeure or other circumstances outside reasonable control.
Where a change affects the expected cost or delivery conditions before payment, Toong will inform the customer and obtain confirmation before continuing with the transaction.
After the customer has paid the full amount confirmed by the parties, Toong will not unilaterally collect an additional delivery charge without the customer's agreement.
If circumstances prevent Toong from fulfilling the order under the confirmed conditions, Toong will contact the customer to agree on an appropriate solution.
9. Promotions and Discounts
When a promotion applies, Toong will disclose the applicable information before the customer completes the transaction.
Depending on the promotion, the information may include:
- Discount or promotional benefit;
- Promotion period;
- Applicable products or customers;
- Minimum order value, where applicable;
- Usage or quantity limits, where applicable;
- Conditions applicable to discount codes;
- Free or discounted delivery conditions, where applicable;
- Other program-specific conditions.
The specific terms of each promotion govern that promotion.
10. Pricing Errors
If a price, tax, charge or related information is displayed incorrectly because of a technical error, data-entry error or system issue, Toong will contact the customer and confirm the corrected transaction information before further processing.
Toong will not unilaterally charge an amount higher than the amount accepted by the customer.
If the customer does not agree to the corrected information, the customer may decline to continue the transaction. Where payment has already been received but Toong cannot fulfill the order under the confirmed terms, Toong will arrange an appropriate refund.
11. Third-Party Seller Fees
The Toong Coffee website currently does not permit third-party organizations or individuals to open storefronts or seller accounts.
Accordingly, the website does not apply:
- Seller account opening fees;
- Seller account maintenance fees;
- Seller order-processing fees;
- Service fees for third-party sellers.
If the website's operating model changes in the future, the relevant policy will be updated and published before such fees are applied.
12. Changes to This Pricing Policy
Toong may update this Pricing Policy where its sales methods, taxes, delivery charges, payment methods or applicable laws change.
The updated version will be published on the website and will state the most recent update date.
SUPPLY CONDITIONS & RESTRICTIONS
Last updated: 9 August 2026
This Policy sets out the conditions and restrictions applicable to the supply of goods for retail orders placed directly through the Toong Coffee website.
1. Order Availability and Supply Time
The website may accept online orders at any time, subject to system availability.
An order enters processing after Toong confirms receipt of the full payment amount applicable to the order.
The ordinary expected delivery period is 1 to 3 business days after Toong confirms payment and the order is ready for processing.
Toong does not guarantee immediate or same-day delivery unless this has been separately confirmed for a specific order.
Orders placed on weekends, public holidays or during a service interruption may be processed on the next business day or within another timeframe communicated by Toong.
If the expected timeframe changes materially, Toong will notify the customer using the email address or other contact information provided.
2. Geographic Coverage
For retail orders placed directly through the website, Toong currently provides delivery within Ho Chi Minh City.
Delivery availability also depends on:
- The specific delivery address;
- The service coverage of the selected delivery provider;
- Parcel size and weight;
- The type of vehicle required;
- Accessibility of the delivery location;
- Delivery conditions at the time the order is fulfilled.
Certain addresses within Ho Chi Minh City may fall outside the standard service area of a particular delivery provider. In such cases, Toong may select another delivery provider or propose an appropriate delivery arrangement.
For addresses outside the standard delivery area or orders requiring special delivery arrangements, Toong will communicate the applicable conditions and expected cost for the customer's confirmation before payment.
3. Wholesale, Partnership and Non-Standard Deliveries
Wholesale orders, distribution partnerships, large-volume orders or deliveries outside the normal retail scope of the website may be accepted and agreed separately by Toong.
Delivery territory, quantity, price, timing, delivery method and other applicable conditions for such transactions are confirmed on a case-by-case basis.
Information concerning partnerships, distribution or international delivery capabilities on the Partnership page should not be interpreted as an automatic commitment applicable to every retail order placed directly through the website.
4. Customer Eligibility and Conditions
Toong does not impose a separate age restriction on accessing information about coffee products on the website.
A person entering into a transaction must have the legal capacity to transact under applicable law.
Customers are responsible for:
- Providing accurate contact and delivery information;
- Being able to receive the order at the address provided;
- Providing other information reasonably required for order processing;
- Making payment in accordance with the method and timeframe communicated by Toong.
Toong may refuse or suspend order processing where necessary information is incomplete, cannot reasonably be verified, or where there are indications of fraud, impersonation or unlawful activity.
5. Quantity Limits
Toong currently does not impose a general minimum purchase quantity for retail orders unless otherwise stated for a specific product or promotion.
The maximum quantity that may be supplied depends on:
- Available stock;
- Fulfillment capacity;
- Order size and weight;
- Delivery-provider capacity;
- Conditions of an applicable promotion.
For large or heavy orders, Toong may contact the customer to separately confirm:
- Product availability;
- Preparation time;
- Delivery vehicle;
- Delivery charges;
- Other delivery conditions.
6. Product Availability
The appearance of a product on the website does not mean that the product is continuously available in unlimited quantities.
Products may become temporarily unavailable because of:
- Insufficient or depleted stock;
- High demand;
- Supply disruption;
- Production, packaging or preparation issues;
- Technical errors or delays in inventory updates.
If a product becomes unavailable after an order has been placed, Toong will contact the customer and propose an appropriate solution, which may include:
- Adjusting the quantity;
- Waiting for replenishment;
- Substituting the product by agreement;
- Cancelling part or all of the order;
- Refunding the corresponding amount where payment has been received but Toong cannot supply the goods.
7. Website and Technical Service Interruptions
Ordering or order processing may be temporarily interrupted due to:
- Website maintenance or upgrades;
- Technical faults;
- Interruptions affecting Shopify or another technical service provider;
- Banking, payment or related system interruptions;
- Connectivity or infrastructure failures.
Where the website is temporarily unable to receive or process transactions, customers may contact Toong through the contact channels published on the website.
8. Delivery Restrictions and Interruptions
Delivery may be delayed, restricted or temporarily unavailable because of:
- The delivery provider not serving the relevant address;
- Unavailability of a suitable delivery vehicle;
- Traffic conditions;
- Weather;
- Logistics service interruptions;
- Weekends or public holidays;
- Restrictions or requirements imposed by competent authorities;
- Force majeure or other circumstances outside reasonable control.
Toong does not use one fixed delivery provider and may select GrabExpress, Ahamove, Green SM Express, Viettel Post or another suitable delivery provider for each order.
If delivery conditions materially affect the expected time or cost before payment, Toong will notify the customer and obtain confirmation before continuing with the transaction.
9. Force Majeure
Toong may suspend, delay or be unable to perform part or all of its supply obligations where an event beyond its reasonable control occurs, including but not limited to:
- Natural disasters;
- Fire;
- Epidemics;
- Major infrastructure failures;
- Transportation disruption;
- Strikes or similar events affecting the supply chain;
- Decisions or requirements of competent authorities;
- Other force majeure events recognized under applicable law.
Toong will notify the customer within a reasonable time where such an event materially affects the order.
If the order can no longer be fulfilled, Toong and the customer will seek an appropriate solution. Where Toong has received payment but cannot supply the relevant goods, Toong will refund the corresponding amount for the unfulfilled part of the order.
10. Changes to Supply Conditions
Toong may update these conditions or restrictions where:
- Delivery coverage changes;
- Delivery methods change;
- Website operations change;
- Product ranges or characteristics change;
- Applicable laws change.
The updated version will be published on the website and will state the latest update date.
Changes will not affect rights already arising from a transaction confirmed by Toong unless otherwise required by law or agreed by the parties.
SHIPPING & INSPECTION POLICY
Last updated: 9 August 2026
This Policy applies to retail orders placed directly through the Toong Coffee website.
1. Delivery Methods
Toong uses third-party delivery providers to deliver orders to customers' designated addresses.
Toong does not commit to using a single fixed delivery provider.
Depending on the delivery address, service coverage, cost, expected delivery time, order size or weight and required vehicle type, Toong may use:
- GrabExpress;
- Ahamove;
- Green SM Express;
- Viettel Post;
- Or another suitable delivery provider.
For large or heavy orders, Toong may use a van, truck, parcel-delivery service or another method appropriate to the characteristics of the order.
2. Delivery Area
For retail orders placed directly through the website, Toong currently provides delivery within Ho Chi Minh City.
Delivery availability for a particular address depends on the service coverage of the selected delivery provider.
Certain addresses may:
- Fall outside standard service coverage;
- Not be supported by a particular delivery provider;
- Require another provider or vehicle;
- Require separate confirmation of delivery charges or arrangements.
In such cases, Toong will notify the customer before payment if the delivery cost or conditions need to change.
Wholesale, large-volume, distribution partnership or other deliveries outside the ordinary retail scope may be separately agreed with Toong.
3. Delivery Charges
Current standard delivery charges are:
- Up to 5 km: VND 20,000;
- Over 5 km and up to 10 km: VND 30,000.
Delivery charges are separate from product prices.
For:
- Addresses outside the standard-rate area;
- Large or heavy orders;
- Orders requiring a van, truck or special vehicle;
- Cases where the delivery provider applies special service conditions,
Toong will communicate the expected delivery charge for the customer's confirmation before payment.
After the customer has paid the full confirmed total amount, Toong will not unilaterally collect additional delivery charges without the customer's agreement.
4. Expected Delivery Time
The ordinary expected delivery time is 1 to 3 business days, beginning after:
- Toong confirms receipt of full payment; and
- The order is ready to be processed and dispatched.
This is an estimated timeframe. Toong does not guarantee immediate or same-day delivery unless separately confirmed for a particular order.
Delivery times may vary because of:
- Delivery location;
- Delivery-provider coverage;
- Order size or weight;
- Vehicle availability;
- Traffic conditions;
- Weather;
- Weekends or public holidays;
- Increased order volumes;
- Technical interruptions;
- Force majeure or other circumstances outside reasonable control.
If there is a material change to the expected delivery time, Toong will notify the customer using the email address or other contact information provided.
5. Order Information During Delivery
After an order is handed to a delivery provider, delivery information is updated according to the system and information methods used by that provider.
Depending on the provider, customers may receive:
- A tracking number;
- A tracking link;
- Delivery-status notifications;
- Driver or vehicle information;
- An estimated delivery time;
- Other delivery-related updates.
The delivery provider is responsible for recording and providing order-status information during the performance of its service in accordance with its system and service terms.
Toong will provide or assist customers in obtaining delivery information made available to Toong by the delivery provider.
For orders placed directly through the Toong website, Toong remains the customer-facing point of contact when delivery tracing or assistance is required.
Customers are not required to resolve a dispute directly with the delivery provider before contacting Toong.
6. Changes to Delivery Provider
Toong may change the intended delivery provider before dispatch where necessary or reasonable because:
- The intended provider does not serve the delivery address;
- Delivery costs change materially;
- A suitable vehicle is unavailable;
- The order size or weight is unsuitable for the intended service;
- Expected delivery time is unsuitable;
- The service is disrupted;
- Another reasonable operational reason applies.
If the change results in additional cost or materially different delivery conditions before payment, Toong will inform the customer for confirmation.
Where the order has already been paid based on the confirmed total amount, Toong will not require additional delivery payment without the customer's agreement.
7. Changes to Delivery Information
Customers must provide accurate:
- Recipient name;
- Phone number;
- Delivery address;
- Information or instructions reasonably necessary for delivery.
Customers wishing to change the delivery address or recipient information should contact Toong as soon as possible.
Toong will assist with a change where the order has not yet been handed to the delivery provider or where the change remains operationally possible.
After dispatch, any change to the address, recipient or delivery information is subject to the delivery provider's conditions and the actual status of the order.
Changing the address may affect delivery cost or timing.
8. Inspection Policy
Upon delivery, customers may inspect:
- The external condition of the parcel;
- The number of parcels or products;
- Product names;
- Packaging condition;
- Seal condition;
- Visible signs of damage, tearing, crushing or moisture.
For coffee products or other sealed products, inspection does not include opening sealed product packaging for use or testing before accepting delivery, unless otherwise agreed with Toong or where visible product damage reasonably needs to be documented.
Where an abnormal condition is identified, customers should preserve the parcel and goods in their existing condition to a reasonable extent for verification purposes.
9. Incorrect, Incomplete or Damaged Deliveries
If a customer discovers:
- An incorrect product;
- Missing products;
- Incorrect quantities;
- Torn, wet or damaged packaging;
- Product damage apparently caused during delivery;
- Another abnormal delivery-related issue,
the customer should:
- Take photographs or video where reasonably possible;
- Retain the relevant product and packaging for as long as reasonably necessary for verification;
- Email toong@toongcoffee.vn;
- Provide the order number and a description of the issue.
Toong will review the information and, where necessary, coordinate with the delivery provider used for the order.
Depending on the verification result, Toong may:
- Send missing items;
- Replace the product;
- Arrange redelivery;
- Refund an appropriate amount;
- Or provide another solution agreed with the customer.
10. Delayed or Lost Orders
If an order exceeds the expected delivery period and has not been received, customers may contact:
Email: toong@toongcoffee.vn
Toong will review the order status and coordinate with the delivery provider to trace the shipment.
If an order is confirmed to be lost or cannot be delivered, Toong will inform the customer and provide an appropriate solution, which may include:
- Redelivery;
- Preparation of a replacement order;
- Refund of the corresponding amount;
- Another solution agreed with the customer.
11. Unsuccessful Delivery
Delivery may be unsuccessful where:
- The recipient cannot be contacted;
- The recipient is unavailable;
- The address is inaccurate or inaccessible;
- The customer refuses delivery in circumstances not covered by an applicable remedy;
- The delivery provider cannot complete delivery due to circumstances outside reasonable control.
Toong may contact the customer to reconfirm the delivery information and proposed arrangement.
If redelivery is required and additional costs arise because customer-provided information was inaccurate or the recipient was unavailable under the confirmed delivery arrangement, Toong will disclose the additional cost before arranging redelivery.
12. Customer Responsibilities
Customers are responsible for:
- Providing accurate delivery information;
- Remaining reasonably reachable during the expected delivery period;
- Inspecting the parcel within the permitted scope;
- Notifying Toong when an issue is discovered;
- Providing reasonable information, photographs or supporting documents where necessary for verification.
13. Toong's Responsibilities
For orders placed directly through the website, Toong is responsible for:
- Preparing and dispatching the goods specified in the confirmed order;
- Selecting an appropriate delivery arrangement;
- Providing delivery information made available to Toong by the delivery provider;
- Receiving and assisting with delivery tracing requests;
- Coordinating with the delivery provider when verification is required;
- Providing an appropriate remedy where an incorrect, incomplete, damaged or lost delivery is determined to be attributable to Toong or to have occurred during transportation.
The use of a third-party delivery provider does not remove the customer's ability to contact Toong regarding an order placed through the website.
14. Changes to This Shipping Policy
Toong may update this Shipping & Inspection Policy when delivery coverage, delivery providers, charges, operating methods or applicable laws change.
The updated version will be published on the website and will state the most recent update date.
Changes will not affect transaction terms previously confirmed between Toong and the customer unless otherwise required by law or agreed by the parties.
