Help & Order Questions
Shipping, Tracking, and Order Help
This page explains how shipping, tracking, returns, refunds, and common order questions work at The Viet Potter
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.
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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.
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Second stage
International Transit
Your package then travels from Vietnam to the destination country through our international logistics flow.
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Final stage
Local Delivery
Once the package reaches your country, it is handed to a local carrier for final delivery to your address.
Because your order moves through different stages, tracking may not update the same way from start to finish.
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.
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USA
Typically 10–12 business days
Estimate for most US deliveries after the order enters the shipping flow.
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UK & Europe
Typically 7–15 business days
Timing depends on the destination country and local carrier handoff.
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Canada / Australia / New Zealand
Typically 10–15 business days
Final delivery timing may vary by local carrier and customs processing.
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Asia & Other Destinations
Typically 3–15 business days
Asia timing varies by country. Other destinations may take longer depending on location.
Customs processing, weather, local carrier timing, and international handoff can affect final delivery speed.
Order issues
If Something Goes Wrong
The next step depends on the type of issue.
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Delayed Delivery
International delivery can vary because of customs, handoffs, and local carrier timing. If your order is still within the estimated delivery window, 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 always mean the package is lost, especially during international handoff. If tracking stays inactive longer than expected, the shipment may need a manual check.
Next step: Contact us with your order number and tracking details so we can review the shipment. -
Item Arrived Damaged
Ceramic pieces are fragile, so shipping damage should be reported as soon as possible after delivery.
Next step: Take clear photos of the damaged item, the packaging, and the shipping label, then contact us so we can review the issue. -
Wrong Address
Address changes may not be possible once an order has already been processed or shipped.
Next step: If the shipping address was entered incorrectly, contact us as early as possible. If the parcel is already in transit, the available options may be limited.
For full shipping and return conditions, see our Shipping Policy and Refund Policy.
Returns and refunds
Returns, Replacements, and Refunds — Simple Version
Some order problems can be reviewed for a return, replacement, or refund. This is the simple version. For full conditions and formal rules, read the Refund Policy.
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Eligible Issues
Damage, wrong items, or missing pieces may qualify for review under our return and support process.
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Replacement vs Refund
A replacement and a refund are not the same. In some cases, replacement may be the main resolution. Refunds depend on the specific issue and policy conditions.
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Read the Full Policy
The Refund Policy explains full eligibility rules, process details, timing, and shipping-responsibility terms.
Use this section for the quick explanation, and the Refund Policy for the full formal version.
Checkout basics
Payments, Duties, and Billing Basics
Here are the checkout basics buyers usually ask about: payment security, store charges, and possible import duties.
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Secure Payment
Your payment is processed through secure checkout.
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No Hidden Store Charges
Item prices and any checkout charges are shown before payment. We do not add hidden store fees after you place your order.
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Duties May Depend on Destination
Import duties, taxes, or customs charges may apply depending on your country’s local rules. These charges are set by local authorities and may vary by destination.
For shipping-related expectations, use this Help page as the quick guide and the policy pages as the formal reference.
Care basics
Ceramic Care Basics
These ceramic pieces are easy to care for with simple, gentle cleaning.
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Rinse with Clean Water
Use clean water to remove light dust, soil, or surface dirt.
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Brush Gently
Use a soft brush for small details, corners, or built-up dirt.
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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.
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Read Shipping Policy
Shipping Policy
Read the full shipping rules, delivery expectations, tracking notes, and address-change terms.
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Read Refund Policy
Refund Policy
Read the full return, replacement, refund, eligibility, and review process details.
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Contact Us
Contact Us
If you need help with a specific order, contact us with your order number and a short description of the issue.
Use this Help page for the quick explanation, and these links when you need the full next step.
Ready to Keep Browsing?
Now that you know what to expect, you can browse with more confidence.
