1.1. These T&C are legally binding on the MEMBER from the moment the MEMBER registers an account or places their first order.

1.2. A2EShip’s Terms of Use and Privacy Policy are fully incorporated by reference into these T&C. In the event of any conflict or ambiguity between those documents, these T&C shall prevail.

1.3. Vietnamese law shall govern all matters relating to these T&C, and the parties agree to submit to the exclusive jurisdiction of Vietnamese courts for any dispute arising hereunder.

1.4. ROLE OF A2ESHIP: When providing the Service, A2EShip acts as an independent contractor and not as an agent of any seller, nor in any other capacity unless expressly stated otherwise.

1.5. Scope of Services

A2EShip provides international shopping assistance and freight services, including:

a) Buy For Me: A2EShip purchases goods from overseas sellers on behalf of the MEMBER, based on information and instructions provided and confirmed by the MEMBER.

b) Ship For Me: Goods purchased directly by the MEMBER from overseas are delivered to A2EShip for international shipping to Vietnam and/or other countries supported by A2EShip.

Service routes include, but are not limited to: the United States, Japan, Australia, Singapore, Malaysia, Vietnam, and other markets as updated from time to time.

2.1. MEMBER / SHIPPER: An individual or organisation using A2EShip’s services, who bears ultimate legal responsibility for all declared information and payment obligations relating to the Shipment.

2.2. SHIPMENT / PARCEL: An item or package transported on behalf of the MEMBER.

2.3. A2ESHIP ADDRESS: The address in the origin country provided by A2EShip for the purpose of consolidation or Service provision.

2.4. DECLARED VALUE: The value of goods declared by the MEMBER on the Waybill for the purpose of determining the compensation limit, not to exceed the value stated on the Valid Invoice.

2.5. VALID INVOICE: Documents evidencing the actual value of the Shipment (such as VAT invoices, sales invoices, or customs declaration records).

2.6. FORCE MAJEURE EVENT: An event that occurs objectively, is unforeseeable, and cannot be remedied despite all necessary and possible measures having been taken (pursuant to Article 156 of the Civil Code 2015).

2.7. CHARGEABLE WEIGHT: The weight used to calculate freight charges, being the greater of the Gross Weight and the Volumetric Weight.

2.8. VOLUMETRIC WEIGHT / DIMENSIONAL WEIGHT: The weight calculated based on the dimensions of the Shipment using the standard international air freight formula: Volumetric Weight (kg) = Length (cm) × Width (cm) × Height (cm) / 5,000.

3.1. COMPLIANCE AND VERIFICATION: The MEMBER agrees to comply with, and continue to comply with, these T&C and the Privacy Policy. The MEMBER must provide a copy of their identification document for verification purposes if requested by A2EShip.

3.2. ACCURACY OF INFORMATION: The MEMBER must provide all information required by A2EShip in connection with registration, and must ensure that such information is accurate and complete (including information relating to the product, seller, declared value, recipient, and any special requirements). When making a purchase, the MEMBER must clearly state the delivery address, A2EShip account number, and A2ESHIP ADDRESS where applicable. The MEMBER is also responsible for thoroughly researching the product (its use, instructions, expiry date, origin, and specifications) and assessing the seller’s credibility before authorising A2EShip to proceed with a purchase on their behalf, and must clearly and accurately confirm all order details before payment.

3.3. CONSEQUENCES OF INACCURATE INFORMATION: The MEMBER acknowledges that incomplete or inaccurate information provided by the MEMBER or the seller may result in loss or delay in the delivery of goods to the A2ESHIP ADDRESS or the final delivery address.

3.4. LAWFUL AND PROHIBITED GOODS: The MEMBER warrants that the Shipment does not fall within any category of goods that is prohibited, restricted, or subject to heightened risk under the laws of the country of origin and/or the country of destination. The MEMBER is responsible for understanding and complying with all applicable import and export regulations, and shall be liable for any and all losses or damages incurred by A2EShip and/or any third party arising from a breach of this provision.

3.5. PAYMENT TO SELLER (for Ship For Me service): The MEMBER must pay the seller directly for the purchase of goods, including the item price, handling and domestic or local shipping fees, as well as all applicable sales taxes. A2EShip is not a party to this transaction.

3.6. RIGHT TO REFUSE SHIPMENT: A2EShip reserves the right to refuse, hold, or return any Shipment at any time if, in A2EShip’s opinion, the Shipment is likely to cause damage or delay to other shipments, goods or persons; if the transportation is prohibited by law; if the Shipment falls within a restricted or high-risk goods category under applicable law or A2EShip’s internal policies; if it is in breach of any provision of these T&C; or if the MEMBER’s account is not in good standing.

4.1. SERVICE FEE PAYMENT OBLIGATION: The MEMBER must promptly confirm and pay in full all service fees as stipulated on the A2EShip website, including: freight charges, applicable taxes and GST (if any), holding/warehousing fees, any additional shipping surcharges, and any other charges for handling the shipment.

4.2. CUSTOMS DUTIES AND TAXES: The MEMBER must promptly pay all applicable duties, taxes, and any additional charges for customs clearance and any other applicable fees imposed by the governmental authorities of the destination country, PRIOR TO the Shipment being delivered to the MEMBER’s address or made available for self-collection. Failure to pay these amounts in a timely manner may result in DELAYS in the delivery process or SEIZURE of the Shipment. Only payments made through the A2EShip website or other methods approved by A2EShip will be accepted.

4.3. CUSTOMS GUARANTEE FEE (Advance Payment of Taxes/Duties): If A2EShip or its agent advances any taxes or customs duties on behalf of the MEMBER to ensure timely clearance, the MEMBER is obliged to immediately reimburse such amount together with the CUSTOMS GUARANTEE FEE / ADMINISTRATIVE ADVANCE FEE as determined by A2EShip from time to time.

4.4. ADVANCE PAYMENT BY CARRIER: The MEMBER understands and agrees that the carrier may, at its sole discretion, advance customs duties, import taxes, and/or related fees to the relevant authorities to facilitate expedited clearance. Where the MEMBER designates the Consignee as the Duty & Tax billing party on the waybill/airway bill, the Consignee shall be obligated to pay such amounts directly to the carrier upon delivery. In the event that the Consignee fails to make full payment, the total duties, fees, and related charges may be debited or collected by the carrier from A2EShip’s account and/or the MEMBER’s account (as shipper). Accordingly, the MEMBER remains ultimately liable for all such duties, taxes, and charges, and agrees to immediately reimburse A2EShip for all amounts debited or collected by the carrier from A2EShip, plus any applicable service fees or administrative charges as determined by A2EShip from time to time.

5.1. FREIGHT CHARGES: Freight charges shall cover handling, international transportation, and domestic delivery from the A2ESHIP ADDRESS to the MEMBER’s delivery address or designated pick-up point.

5.2. RIGHT TO AMEND FEES: A2EShip reserves the right to review and amend freight charges. Changes to base rates will be published on the A2EShip website and shall take effect from the date of publication. A2EShip may adjust specific shipping fees (surcharges, handling fees) without prior notice to third parties.

5.3. CREDIT WALLET:

a) The MEMBER may use funds deposited into the CREDIT WALLET to pay for services with A2EShip.

b) PROCESSING TIME: Top-ups via credit card or e-wallet will be reflected within 1–10 minutes; top-ups via bank transfer will be reflected within 24 hours in the MEMBER’s A2EShip account.

c) NO CASH REFUND: Once the MEMBER has deposited funds into the CREDIT WALLET, A2EShip cannot refund those funds in cash or by bank transfer.

d) EXCEPTION UPON TERMINATION: In the event that the MEMBER fully terminates their account pursuant to Article 16 and has settled all outstanding freight and fee obligations, A2EShip will process a refund of the remaining CREDIT WALLET balance after deducting any applicable administrative processing fees.

5.4. Refund Policy and Contingency Handling for Buy For Me Service

Case A: Customer has paid but A2EShip is unable to complete the purchase / Seller cancels the order

In the event that A2EShip is unable to complete the purchase due to the seller declining the order, out-of-stock status, cancellation, or any other reason, A2EShip will process a refund to the customer on the following basis:

The refund shall include:

– The product value paid by the customer;

– International shipping fees (if any);

– The value of any vouchers/credits used by the customer for the order (mandatory refund to A2EShip wallet).

Note: The refund shall not include the value of any promotional vouchers or credits granted by A2EShip.

Refund method: The customer may choose one of the following options:

– Refund to the A2EShip wallet; or

– Refund to a bank account designated by the customer.

Case B: Product price increases after the customer has paid

In the event that the product price changes after the customer’s payment, A2EShip will notify the customer of the updated price, and the customer may select one of the following options:

1. Pay the Price Difference — The customer confirms they wish to continue with the order and pays the outstanding difference for A2EShip to proceed with the purchase.
2. Cancel Order & Refund — The customer may request cancellation of the order. The refund policy under Case A above shall apply.

6.1. A2EShip has the right, at its sole discretion, to carry out any of the following actions on behalf of the MEMBER to facilitate the transportation of the Shipment:

a) Complete any documentation required under applicable laws and regulations;

b) Act as FREIGHT FORWARDER for the MEMBER for customs control and export purposes;

c) INSPECTION OF SHIPMENT: A2EShip has the right to open and inspect any Shipment at any time, with or without prior notice, for the purpose of verifying its contents, security, and compliance with customs regulations or applicable law.

6.2. RIGHT TO DISCLOSE INFORMATION: The MEMBER grants A2EShip the right to disclose specific information as required by any applicable law, directive of a statutory authority or stock exchange, or by court order.

7.1. RIGHT OF LIEN: A2EShip has the right to retain a quantity of Shipments and related documents in satisfaction of outstanding debts owed by the MEMBER, provided that A2EShip immediately notifies the MEMBER in writing.

7.2. RIGHT OF DISPOSAL (Debt Recovery): If the MEMBER fails to settle the outstanding debt within FORTY-FIVE (45) DAYS from the date of the lien notice, A2EShip has the right to dispose of the Shipment to recover the outstanding freight charges, in accordance with Article 239 of the Commercial Law 2005. PRIOR TO disposing of the goods, A2EShip must immediately notify the MEMBER of the intended disposal.

7.3. RIGHT OF DISPOSAL (UNPROCESSABLE SHIPMENT): A2EShip has the right to dispose of a Shipment in any manner it deems appropriate if A2EShip is unable to process the Shipment within SIXTY (60) DAYS from the date of receipt at the A2ESHIP ADDRESS, for any reason unrelated to outstanding freight debt.

7.4. APPLICATION OF DISPOSAL PROCEEDS: A2EShip may apply the proceeds from the disposal of goods to settle amounts owed by the MEMBER (including freight charges, warehousing fees, disposal costs, and related expenses). If the proceeds exceed the outstanding amounts, the surplus shall be returned to the MEMBER by crediting the MEMBER’s CREDIT WALLET. From that point, A2EShip shall bear no further liability in respect of the disposed goods or documents.

8.1. RIGHT TO DESTROY: The MEMBER acknowledges and agrees that A2EShip has the right to IMMEDIATELY REMOVE OR DESTROY any Shipment that poses a threat to warehouse operations, or any item that is prohibited, unlicensed, or dangerous to staff or property, upon receipt at the warehouse.

8.2. LEAKING OR DAMAGED GOODS: If a Shipment is refused or found to be leaking, wet, damaged, or emitting an odour (collectively referred to as “leaking”), the MEMBER shall be liable to indemnify and reimburse A2EShip for all costs, fees, and expenses incurred in connection with the clean-up and/or disposal of such Shipment. A2EShip has the right to refuse or destroy any Shipment showing signs of leaking.

8.3. DISPOSAL COSTS: The MEMBER shall bear all costs associated with the destruction, disposal, or clean-up of prohibited, hazardous, or leaking goods.

8.4. SPECIAL AND RESTRICTED PRODUCTS: A2EShip will not redirect or return items/products (e.g. alcohol, meat) that A2EShip is currently unable to store or receive due to licensing restrictions or any other reason. The MEMBER acknowledges that for such items, A2EShip will not be responsible for redirecting or returning them once received at the warehouse.

9.1. DELIVERY TIMEFRAME: A2EShip will make reasonable efforts to deliver within the specified timeframe but shall not be liable for any delay in fulfilling delivery for any reason beyond A2EShip’s reasonable control.

9.2. SERVICE COMMITMENT MANAGEMENT: Any service commitment provided by A2EShip (e.g. a money-back guarantee) may be suspended, modified, or cancelled by A2EShip at any time without prior notice to the MEMBER or the Recipient.

9.3. CHARGEABLE WEIGHT: Freight charges are calculated based on the CHARGEABLE WEIGHT as defined in Article 2.7. The MEMBER agrees that the weight or dimensions measured by A2EShip may deviate by up to 0.5 kg from the actual measurement, and the MEMBER shall not hold A2EShip liable for measurement discrepancies within this technical tolerance.

9.4. DISCLAIMER OF LIABILITY FOR PO BOX DELIVERY: A2EShip disclaims all liability for loss or damage to a Shipment after it has been delivered to the MEMBER’s post office box.

10.1. At its sole discretion, A2EShip may repack a Shipment prior to transportation if A2EShip determines that doing so is appropriate to reduce the total shipping costs applicable to that Shipment.

10.2. REPACKING FEES AND RISK: The MEMBER shall pay A2EShip a repacking fee for each repacked parcel; the applicable fees can be found on the A2EShip website. The MEMBER acknowledges and agrees that any repacking may render the seller’s return, refund, or exchange policy for the relevant item invalid, void, or cancelled, and A2EShip shall not be liable for any loss, damage, or liability arising therefrom.

11.1. EXCLUSION OF INDIRECT DAMAGES: A2EShip shall not be liable for any indirect, incidental, or consequential losses or damages, including but not limited to loss of profits, business, or anticipated savings, even if A2EShip had been advised of the risk of such loss or damage in advance.

11.2. MAXIMUM LIABILITY CAP: A2EShip’s liability for loss or damage to an accepted Shipment shall be limited to the LOWEST of the following:

a) The value of the goods on the VALID INVOICE or the Declared Value, whichever is lower;

b) A maximum cap of SGD $500 per package;

c) The liability limit under the international convention applicable to the mode of transport (e.g. 22 SDR/kg for air freight) or the lowest amount prescribed by Vietnamese law at the time of the loss.

11.3. FORM OF COMPENSATION: Any compensation payable by A2EShip shall be provided in the form of a credit to the MEMBER’s CREDIT WALLET. However, THE MEMBER HAS THE RIGHT TO REQUEST that such compensation be paid in CASH / BANK TRANSFER in the event of account termination or upon the MEMBER’s specific request, after deduction of any applicable bank transfer processing fees. The MEMBER agrees that this compensation remedy is complete and final for all claims relating to that settlement.

11.4. LOSS AND DAMAGE TO GOODS UNDER THE BUY FOR ME SERVICE

a) Loss of goods during transit (applicable to Buy For Me only)

In the event that goods are lost due to a shipping error within A2EShip’s scope of responsibility, A2EShip will consider and apply one of the following two options:

Option 1: Full reimbursement of all direct costs incurred by the customer to purchase the goods (including the product value + shipping fees + taxes (if any));

Option 2: Re-ordering a new product for the customer in accordance with the original order.

The applicable course of action will be agreed upon between A2EShip and the customer depending on the actual circumstances and product availability.

b) Damage to goods during transit

For cases of goods damaged during transit, A2EShip will assess and handle each case individually (case by case), taking into account:

– The extent of the damage;

– The cause of the damage;

– The scope of A2EShip’s liability.

Any applicable support or compensation will be discussed and agreed directly with the customer.

c) Cases for which A2EShip is not liable

A2EShip shall not be liable in the following cases:

– Product quality issues, manufacturing defects, technical faults, or user errors;

– Delivery delays from the seller to the intermediary warehouse;

– Goods identified as counterfeit or imitation, where the customer independently designated or agreed to select the seller for A2EShip to proceed with the purchase;

– Risks arising from the customer’s inaccurate declaration of information or goods that violate applicable laws.

11A.1. A2EShip offers OPTIONAL CARGO INSURANCE to protect the MEMBER against the risk of physical loss or damage to a Shipment, in excess of the default liability limits under Article 11.2.

11A.2. SCOPE OF COVERAGE: The OPTIONAL insurance entitles the MEMBER to compensation of up to 100% of the value stated on the VALID INVOICE for the Shipment in the event of physical loss or damage caused by external factors, subject to the specific conditions and exclusions set out in the Insurance Policy.

11A.3. TIMING AND COST: Insurance must be purchased and paid for before the Shipment is transported. The insurance premium will be calculated as a percentage of the Declared Value and published on the A2EShip website.

12.1. INDEMNIFICATION AND RISK TRANSFER: The MEMBER agrees to indemnify and keep A2EShip indemnified at all times from and against all claims, actions, proceedings, costs, and fees, including but not limited to customs duties and other prescribed penalties, warehousing fees, retrieval fees, administrative charges, customs duties and taxes (including reasonable legal costs) incurred or sustained by A2EShip in connection with the services performed by A2EShip for the MEMBER.

12.2. DISCLAIMER OF LIABILITY FOR OBJECTIVE CAUSES: A2EShip shall not be liable for any loss, damage, or delay arising from the following causes:

a) Circumstances beyond A2EShip’s reasonable control (including but not limited to force majeure events, war, governmental action, strikes, weather conditions, or traffic congestion);

b) The inherent nature or defect of the Shipment (e.g. spontaneous combustion, deterioration, natural wastage, cracking, corrosion);

c) Court or competent authority decisions (e.g. the Shipment being seized, destroyed, or detained).

12.3. DISCLAIMER OF LIABILITY FOR MEMBER / SELLER / THIRD-PARTY FAULT: A2EShip shall be exempt from liability for losses arising from:

a) The MEMBER entering an incomplete A2ESHIP ADDRESS, or errors on the seller’s website;

b) The seller’s failure to deliver goods to the A2ESHIP ADDRESS within a reasonable time;

c) Any party or seller failing to provide A2EShip with complete Shipment information or making inaccurate declarations for customs purposes;

d) Inadequate or inappropriate packing of any item in the Shipment by the MEMBER’s seller;

e) Improper repacking after A2EShip has opened the package for customs verification or after repacking by A2EShip, UNLESS the MEMBER can demonstrate that the damage arose directly from GROSS NEGLIGENCE in the repacking carried out by A2EShip’s personnel;

f) Electrical or magnetic damage, or erasure of electronic, photographic, or audio-visual recordings or images;

g) Product quality issues, manufacturing defects, technical faults, or user errors;

h) Goods identified as counterfeit or imitation, where the MEMBER independently designated or agreed to select the seller for A2EShip to proceed with the purchase.

13.1. VISIBLE DAMAGE: All claims for apparent loss or damage (damaged packaging) must be submitted within SEVEN (7) DAYS from the date of receipt of the Shipment.

13.2. LOSS OR MISSING SHIPMENT: For claims relating to loss or delay, the maximum claims limitation period is THREE (3) MONTHS from the end of the transit period or the date on which A2EShip officially notifies the MEMBER that the Shipment is lost (whichever is later).

13.3. OTHER CLAIMS: General claims relating to liability must be submitted within THIRTY (30) DAYS from the date on which the MEMBER paid for the service.

13.4. PROCEDURE AND RESOLUTION TIMEFRAME: Claims must be submitted in writing, accompanied by the original consignment note, valid invoice, or relevant receipt evidencing the value of the item. A2EShip will review and resolve claims within no more than TWO (2) MONTHS for domestic parcels from the date the claim is received.

14.1. HANDLING: If the MEMBER is unable to be reached or refuses to (i) accept delivery; (ii) pay upon delivery; or (iii) collect the item, or if the Shipment is deemed unacceptable, A2EShip may at its sole discretion:

a) Contact the MEMBER to discuss and agree on an appropriate course of action. If the MEMBER cannot be reached within FIVE (5) WORKING DAYS or fails to provide handling instructions within a reasonable time as determined by A2EShip, A2EShip reserves the right to: return the Shipment to the MEMBER at the MEMBER’s expense; or place the Shipment in customs storage or dispose of it;

b) Return the goods to the seller at the MEMBER’s expense; or

c) Handle the Shipment in any manner A2EShip deems appropriate without incurring any legal liability.

14.2. RETURN CHARGES: Return charges for the Shipment will be charged to the MEMBER in addition to the original freight, unless the non-delivery was due to A2EShip’s fault. These charges include return freight, handling fees, and any additional customs clearance/warehousing costs (if applicable).

15.1. NON-INVOLVEMENT IN REFUNDS/EXCHANGES: A2EShip will not participate in or be involved in any request for refund, return, discount, or exchange of any item after the Shipment has been transported from the A2ESHIP ADDRESS to the MEMBER’s address. The MEMBER must contact the seller directly regarding all applicable refund/return policies and/or procedures.

15.2. SUPPORT FOR RETURNS/EXCHANGES PRIOR TO SHIPPING: A2EShip will facilitate exchanges or returns in accordance with the seller’s policy, where the seller permits returns/exchanges. Where the MEMBER wishes to return goods to the seller while the Shipment remains in the origin country and A2EShip has confirmed this in writing, the MEMBER may arrange such a return. Note: Returns/exchanges are only supported while the goods remain at the intermediary warehouse, and the MEMBER must submit a request within 24 hours of the order status being updated to “Received at Warehouse.” Any return will be subject to a service fee and all associated costs (including but not limited to: return freight charges, handling fees, taxes, and additional customs clearance/warehousing fees) payable by the MEMBER.

16.1. TERMINATION BY MEMBER: The MEMBER may terminate use of A2EShip’s services by providing A2EShip with at least ONE (1) calendar month’s prior written notice.

16.2. TERMINATION BY A2ESHIP: A2EShip reserves the right to terminate or suspend services at any time in the event of misuse or improper use of the Service by the MEMBER, or if the MEMBER breaches any provision of these T&C.

16.3. DISPUTE RESOLUTION: The parties commit to resolving all disputes arising hereunder through negotiation and mediation. In the event that no agreement is reached, the dispute shall be handled in accordance with Vietnamese law. The limitation period for bringing a claim before a court of competent jurisdiction in Vietnam is NINE (9) MONTHS from the date of delivery (pursuant to the Commercial Law 2005).

A2EShip commits to complying with the Law on Consumer Rights Protection 2023. Any provision in these T&C shall be deemed void if it excludes or limits the consumer’s right to file a complaint or initiate legal proceedings; excludes liability for A2EShip’s intentional breach of contract; or is contrary to the principle of good faith under civil law, resulting in an imbalance of rights and obligations that is prejudicial to the MEMBER.

18.1. These T&C, A2EShip’s services, information on the website, and the use of all related media are provided on an “as is” and “as available” basis, without any warranties, whether express or implied.

18.2. A2EShip does not warrant the authenticity or genuineness of any item purchased from sellers’ websites.

19.1. A2EShip reserves the right to update, revise, and amend these T&C from time to time without notice. Amended terms and conditions will be published on this website and shall take effect from the date of publication. The most current version shall apply at the time the MEMBER uses the Service.

19.2. A2EShip reserves the right to assign, transfer, or subcontract all or any part of its rights or obligations at its discretion.