Shipping and Delivery Policy

To protect our customers’ interests and help ensure the prompt and safe handover of technology solutions and equipment, TrolyPage applies the following policy:

1. Receiving and processing requests

• Receiving requests: Through our website, email, Zalo, and Fanpage 24/7, every day of the week.
• Processing and deployment support hours: 08:00–17:30, Monday to Friday; Saturday mornings.
• Requests outside working hours: We receive them and prioritize contacting customers at the start of the next working day.

2. Handover documents and joint inspection

Hardware products (including integrated devices and AI servers), software licenses, and service contracts supplied by TrolyPage come with the applicable documents:

• A system handover and acceptance record or warehouse dispatch note.
• A copyright certificate or software license (License Key).
• An electronic value added tax (VAT) invoice.
• User and technical documentation, and the manufacturer’s warranty card.

Joint inspection and acceptance

• Hardware: Before signing for delivery, customers must inspect the equipment and compare its specifications, quantity, seals, and technical details with the delivery record.
• Software solutions and AI Agents: Check license activation, the number of accounts or Workspaces, tool limits, and features against the contracted package.
• Authorized recipients: If a customer authorizes another person to accept delivery, that person is responsible for inspecting it under the same procedure.
• Handling issues: TrolyPage will resolve physical damage, missing equipment, or initial technical faults only when an incident record is made at the time of joint inspection or handover.

3. Delivery and deployment methods

TrolyPage offers the following methods to serve individual customers and enterprise projects:

3.1. Collection at the TrolyPage office

Customers may visit our office during working hours to experience a demo, inspect, and receive equipment or software:

• Address: No. 72, Alley 318 De La Thanh Street, O Cho Dua Ward, Hanoi, Vietnam.

3.2. On-site delivery and deployment (businesses and projects)

TrolyPage engineers can deliver equipment, install and configure systems, and provide technology handover training at the customer’s premises:

• Urban Hanoi and Ho Chi Minh City: Delivery, surveys, and deployment are supported for enterprise contracts. Delivery takes 24–48 hours after order confirmation.
• Other provinces and cities: Delivery is arranged through reputable couriers (Viettel Post, J&T, etc.) or by a dedicated engineer for direct delivery and deployment.

3.3. Online handover (software, licenses, and AI Cloud solutions)

For AI assistants, Cloud account packages, automation scenarios, and software licenses:

• We create the account, issue the License Key, and send instructions to the customer’s official email address.
• We support remote installation and integration through TeamViewer, UltraViewer, Zoom, or Google Meet.

4. Circumstances that may delay delivery

Delivery or installation may be delayed in circumstances beyond our control, including:

• Incorrect delivery address, email address, or recipient phone number.
• The recipient does not answer calls or repeatedly postpones delivery or deployment.
• Telecommunications outages or server faults at an international Cloud infrastructure provider.
• Force majeure events, including natural disasters, epidemics, serious traffic incidents, or special requirements from competent authorities.

TrolyPage customer support will contact the customer in advance to give notice and agree on a more convenient delivery time.

5. Return to sender and limitation of responsibility

• Return to sender: We attempt delivery of hardware orders up to three times. If all three attempts fail because of the recipient, the order is cancelled and returned to the warehouse. The customer bears the cost of shipping in both directions and any storage fee.
• Limitation of responsibility: TrolyPage is not responsible for losses, physical damage, or data loss occurring after the customer has inspected and accepted delivery and signed the handover record.