Help & Order Questions

Shipping, Tracking, and Order Help

Need to check shipping, tracking, delivery timing, returns, or refunds before you order? Start here.

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Shipping journey

How Shipping Works

Orders from The Viet Potter move through a few clear stages before they reach your address. Understanding that flow makes tracking updates and delivery timing easier to read.

  1. First stage

    Order Processing in Vietnam

    After you place an order, we prepare and carefully pack your ceramic pieces before they leave Vietnam.

    Packing is part of the normal preparation stage before international transit.

  2. Second stage

    International Transit

    Your package then travels from Vietnam to the destination country through our international logistics flow.

  3. Final stage

    Local Delivery

    Once the package reaches your country, it is handed to a local carrier for final delivery to your address.

Tracking updates

Why Tracking May Look Inactive at First

Tracking updates do not always appear evenly from the start of the journey. This is common when a package is moving through the international stage before the local carrier scans it.

Common tracking status

What “Label Created” Usually Means

A tracking number may be created before the local carrier has scanned the package in the destination country. During this period, your order may still be moving through the international handoff, even if the tracking page looks quiet.

Tracking usually becomes clearer after the package reaches your country and is scanned by the local delivery carrier.

Delivery estimates

Estimated Delivery Time by Region

Delivery timing depends on your destination and local carrier handoff. The ranges below are typical estimates, not guaranteed exact delivery dates.

  • USA

    Typically 10–12 business days

    Estimate for most US deliveries after the order enters the shipping flow.

  • UK & Europe

    Typically 7–15 business days

    Timing depends on the destination country and local carrier handoff.

  • Canada / Australia / New Zealand

    Typically 10–15 business days

    Final delivery timing may vary by local carrier and customs processing.

  • Asia & Other Destinations

    Typically 3–15 business days

    Asia timing varies by country. Other destinations may take longer depending on location.

Customs, weather, local-carrier timing, and international handoff can all affect final delivery speed.

Order issues

If Something Goes Wrong

Some situations are still normal. Others need action.

  • The Order Is Late, but Still Within the Normal Window

    International delivery does not move at the exact same speed every time. If your order is still within the usual delivery estimate for your region, it may simply need more time.

    Next step: Check the delivery estimate for your region first. If the order is past the normal window, contact us with your order number.

  • Tracking Seems Stuck or the Package May Be Lost

    A quiet tracking page does not automatically mean the package is lost. But if tracking stays inactive beyond the normal window, the shipment may need a manual review.

    Next step: Contact us with your order number and tracking details.

  • The Item Arrived Damaged

    Ceramic pieces are fragile, so shipping damage should be reported as soon as possible after delivery.

    Next step: Send clear photos of the damaged item, the packaging, and the shipping label.

  • The Shipping Address Was Wrong

    Address changes may no longer be possible once an order has already been processed or shipped.

    Next step: Contact us as early as possible. If the package is already in transit, available options may be limited.

Returns and refunds

Returns, Replacements, and Refunds — Simple Version

Here is the short version.

  • What May Qualify

    Damage, wrong items, or missing pieces may qualify for review.

  • Replacement and Refund Are Not the Same

    Some issues may be handled with a replacement rather than a refund. The outcome depends on the issue and the policy conditions.

  • When You Need the Full Rules

    Use the Refund Policy for full eligibility, process details, timing, and shipping-responsibility terms.

Read Refund Policy

Checkout basics

Payments, Duties, and Billing Basics

A few checkout questions come up more than others.

  • Secure Payment

    Your payment is processed through secure checkout.

  • No Hidden Store Charges

    Item prices and checkout charges are shown before payment. We do not add hidden store fees after the order is placed.

  • Duties May Depend on Destination

    Import duties, taxes, or customs charges may apply depending on your country’s local rules.

Care basics

Ceramic Care Basics

These ceramic pieces are easy to care for with simple, gentle cleaning.

  • Rinse with Clean Water

    Use clean water to remove light dust, soil, or surface dirt.

  • Brush Gently

    Use a soft brush for small details, corners, or built-up dirt.

  • Dry Fully

    After cleaning, let the piece air dry before placing it back in a dry display.

Avoid harsh chemicals, bleach, or abrasive tools, especially if the piece will be used near plants or in water.

Next steps

Full Policies and Direct Support

If you need the full formal rules or direct help with a specific order, use the links below.

  • Shipping Policy

    Read the full shipping rules, delivery expectations, tracking notes, and address-change terms.

    Read Shipping Policy

  • Refund Policy

    Read the full return, replacement, refund, eligibility, and review process details.

    Read Refund Policy

  • Contact Us

    If you need help with a specific order, contact us with your order number and a short description of the issue.

    Contact Us

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