VietPOD Support and Return Policy

Any complaints requesting reprints, resends, refunds for any reason must be submitted within 4 weeks of a successful order on the system.

Cancel an order

Sellers need to carefully check information about the order including the recipient's address, shirt color, shirt size, print, quantity, etc. before putting it on the system. In order to assist Sellers in changing order information under permitted conditions, based on the status of the order, VietPOD provides the following handling instructions:

CONFIRMED: The seller actively cancels the order right on the system. When an order is in the "Confirmed" status, the canceled order is not charged any cost.

PRODUCING: When the order status changes to "Producing", it means that the goods have been put into the production process, the Order Cancellation operation at this time needs to be confirmed by VietPOD's Support team, in order to minimize the risk for the Seller, the Order Cancellation and the cost of order cancellation are based on the production schedule:

• The order is put on the production standby system: VietPOD cancels the order on behalf of the seller, no cost is incurred.
• The design has been printed on the firm, not pressed on the shirt: Canceling the order at this time will incur the cost of printing the firm and labor costs
• Printed order, ready to be sent to the shipping unit: The order has been produced, VietPOD calculates the cost of the printed shirt, refunds the shipping cost (if the seller uses a shipping service provided by VietPOD)

COMPLETED: The order has been packaged and transferred to the shipping unit. Orders cannot be canceled at this status.

Reprint and Refund Policy

VietPOD always wants every order to go perfectly, but sometimes errors can still occur from many different factors. VietPOD can provide reprint, reship, and refund services for your order. Depending on the circumstances of the error, the cost of support and reimbursement will be paid by VietPOD or by the seller.

Applicable to all modes of transportation:

1. Error arising due to 3rd party – shipping unit: The order has been sent to the shipping partner but no tracking code scanning has occurred for more than 5 days.

• VietPOD resend order or 100% refund

2. Manufacturer errors: To identify manufacturer errors, sellers need to provide actual images/videos/feedback provided by customers. Errors are accepted: wrong design printing, out-of-focus printing, completely different colors from the supplied design, sending the wrong shirt, torn shirt, damaged by the manufacturer. Applicable to orders available on FLS's system.

• VietPOD resend order or 100% refund

Applies exclusively to orders that use the shipping method provided by VietPOD

1. The order has a status on the carrier's system but has stopped updating for more than 5 days

• VietPOD resend order or 100% refund

2. The order was recorded as successfully delivered but the customer responded that the goods were not received

• Support 50% of resend costs or 50% refund

3. The order was successfully submitted, but the product was damaged by the shipping unit

• VietPOD resend order or 100% refund

4. The order was successfully delivered but the wrong address was provided

• VietPOD resend order or 100% refund

5. Order Return: In case the tracking system of the carrier is updated to the status of "Return" because the recipient cannot be found, wrong/missing address. VietPOD will support depending on the following scenarios:

• Goods returned to VietPOD warehouse: Seller returns the address (if any), pays the 2nd shipping fee + Processing surcharge.
• Goods that have not arrived in the warehouse for more than 5 days, on the tracking system stop updating: Support 50% of the cost of resending or 50% refund