Frequently asked questions

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You can directly contact Libra Express hotline number 091 966 4608 or message us via Facebook / Zalo / Linkedin for online support.

To determine the shipping weight for irregularly shaped items or boxes when using shipping services, two methods are commonly used:

1. Gross weight

The item is weighed to determine its physical weight; This is the simplest and most straightforward method.

2. Dimensional weight:

The dimensions of the package (length x width x height) are measured in centimeters. The dimensional weight is then calculated using the formula:

  Dimensional Weight (kg) = (Length x Width x Height) / 5000.

The higher of the actual weight and the dimensional weight is used as the chargeable weight for shipping.

Explanation:

This rule is universally applied in the shipping and logistics industry, including in Vietnam. The reason for this is that the cargo holds of transportation vehicles have limited space. Prioritizing shipments with a larger dimensional weight (even if the actual weight is lighter) ensures that the cargo hold fills up quickly, maximizing the amount of goods that can be transported.

1. For international shipments not destined for central regions of countries:

Even top global express delivery companies like DHL, FedEx, UPS, SF, and others must collaborate with third-party providers to complete the shipping process. Consequently, delivery times in such cases cannot be guaranteed with precision and depend on the agreements between the parties involved.

2. For international goods:

  • Customs procedures: The customs clearance process in both the exporting and importing countries can be time-consuming, depending on the type of goods and the regulations of each country.
  • Type of goods: Certain special items such as food, hazardous materials, etc., may require more complex customs procedures and thorough inspections, leading to longer delivery times.
  • Recipient: The recipient’s provision of complete and accurate information, as well as their cooperation in completing customs procedures in the importing country, also affects the speed of delivery.

3. Therefore:

Shipping companies, including leading global carriers, cannot guarantee absolute precision in delivery times for international shipments. Actual delivery times may vary from the estimated time due to the aforementioned objective factors.

Libra Express understands that our competitive pricing for shipping to the US may raise concerns about service quality for some new customers. However, you can rest assured for the following reasons:

1.Large customer base: Libra Express has a substantial monthly volume of shipments to the US, allowing us to negotiate preferential rates with reputable shipping carriers, ensuring competitive pricing in the market.

2.Optimized cost process: Libra Express employs efficient operational procedures, minimizing unnecessary costs to offer the best possible rates to our customers.

3.Commitment to quality service: Libra Express is committed to providing reliable and high-quality shipping services to the US, ensuring that your goods are transported safely, on time, and in perfect condition.

This is a specialized service that exclusively ships goods from Vietnam to a single country. LIBRA’s partner in that country has established a delivery system throughout all cities and residential areas of Australia at a low cost.

By focusing all our resources on exploiting a single market and optimizing warehousing in Vietnam, along with sending tons of goods daily, this service offers extremely cost-effective shipping to that country.

1. Pricing:

  • Competitive Rates: Libra Express consistently reviews and adjusts their shipping rates to remain competitive in the market, ensuring customers receive the best value compared to other services.
  • Numerous Promotions: Libra Express frequently offers promotions and discounts to help customers save on shipping costs.

2. Services:

  • Diverse Services: Libra Express provides a wide range of international shipping services to meet various customer needs.
  • Fast Delivery: Libra Express partners with reputable airlines to ensure swift and secure delivery of goods.
  • Convenient Order Tracking: Libra Express offers an online tracking system that allows customers to easily monitor the status of their shipments anytime, anywhere.
  • Dedicated Customer Service: Libra Express is committed to listening to customer feedback and providing excellent customer service.

3. Additional Benefits:

  • Locally Owned and Operated: As a Vietnamese company, Libra Express has a deep understanding of the needs and preferences of Vietnamese customers, enabling them to offer tailored services.
  • Simplified Procedures: Libra Express has streamlined its administrative processes to save customers time and effort.

Delivery policy

I. Concept:

1. Service: receiving, transporting, and delivering domestic mail within the published timeframe. Applicable to all 63 provinces and cities.

2. Service Providers:

  • Post Offices: Serve individual customers.
  • Agents: Serve shipping companies.
  • Operating Centers: Transfer mail between regions/units.

3. Mail: Includes letters, documents, parcels, and packages.

4. End-to-End Time: The time from successful pickup to delivery/return.

II. Conditions for receiving goods:

1. Prohibited Items:

  • Narcotics, drugs, and psychoactive substances.
  • Crude weapons, specialized weapons, ammunition, explosives, and military equipment.
  • Flammable materials, combustibles, hazardous, polluting, or unsanitary substances.
  • Obscene or reactionary materials, propaganda against the state or revolution, and materials that disrupt social order.
  • Rare animals and their parts.
  • Items prohibited from business, import, or circulation by the state.
  • Items made of precious metals or stones (gold, silver, platinum, etc.).
  • Mail containing multiple items addressed to different recipients.
  • Vietnamese and foreign currency, and valuable documents such as money.

Note: Libra Express is not responsible for lost, missing, or damaged prohibited items, and senders may face legal consequences.

2. Conditionally accepted items for air transport:

  • Batteries and products containing batteries (watches, phones, laptops, devices with battery power, etc.).
  • Liquids, powders, plastic beads, and ink.
  • Gas cylinders, soil.
  • Power sources, magnets, and magnetic metals.

3. Conditionally Accepted Items:

  • Domestically produced or imported goods must have tax invoices and other legal documents as per regulations (e.g., Joint Circular 64/2015/TTLT-BTC-BCT-BCA-BQP, Decree 04/2014, Decree 51/2010/ND-CP, and Circular 01/2012/TT-BNNPTNT).
  • Import and export goods under specialized management must comply with regulations of the specialized agency.
  • Liquid, powder, or perishable goods must be carefully packaged to prevent damage or contamination of other mail.
  • Items transported by air must comply with aviation security regulations.

Prohitbited and restricted items

1. Prohibited Items:

  • Narcotics, narcotic compounds, and psychotropic substances.
  • Weapons, ammunition, explosives, and military equipment.
  • Obscene materials, reactionary publications, and materials that undermine public order or oppose the Socialist Republic of Vietnam.
  • Explosive, flammable, hazardous, unsanitary, or polluting substances.
  • Items prohibited from circulation, business, export, or import by the state.
  • Living organisms.
  • Items or publications prohibited from entry into the destination country according to its regulations.
  • Vietnamese and foreign currency, valuable documents like money, and cards containing monetary value.
  • Letters enclosed in parcels (letters included with goods).
  • Precious metals (gold, silver, platinum, etc.), precious stones, or products made from them (prohibited even for declared value items).
  • Mail containing multiple items addressed to different recipients.

2. Conditionally Accepted Items:

  • Mail or parcels containing goods for commercial purposes must have tax invoices and other valid documents as required by law.
  • Export or import items under specialized management must comply with the regulations of the competent authority.
  • Fragile items, liquids, and powders must be packaged securely to prevent damage or contamination of other mail.
  • Items in mail or parcels transported by air must comply with aviation security regulations.

3. Items Difficult to Transport by Air:

  • Batteries and products containing batteries (e.g., watches, phones, laptops).
  • Liquids.
  • Powders.
  • Plastic beads.
  • Gas cylinders.
  • Soil.
  • Power sources.
  • Ink cartridges.
  • Magnets.

Privacy policy

Libra Express Respects Your Privacy! We are committed to protecting your personal information transparently. To learn more about how we collect and use your personal information when you visit our website, please refer to the details below:

1. Purpose of Collecting Personal Information:

  • Sending useful information: Newsletters, emails, messages, special programs, new services, or updates that you may be interested in.
  • Enhancing your experience: Improving our website to better meet your needs.
  • Providing better service: Recommending services that suit your needs.

2. Scope of Information Use:

  • Limited use: Your personal information will only be used for the purposes stated above.
  • No sharing: We will not share your personal information with any third parties.
  • Secure storage: Your personal information will be stored securely and confidentially.
  • Compliance with regulations: We comply with current personal data protection regulations.

3. Data storage period:

All personal information you provide will be stored on our internal system. We ensure that your information is securely protected throughout the collection, use, and storage process, until you request its deletion.

4. NIndividuals or Organizations That Can Access Your Information:

  • Libra Express employees: Authorized to access and use customer personal information to perform assigned tasks and serve the company’s operational purposes. They are committed to protecting the privacy of customer information and will not use it for personal purposes or in violation of the law.
  • Our partners: Only authorized to access and use customer personal information with the company’s consent and in compliance with signed contractual terms. They are committed to protecting the privacy of customer information and will not use it for personal purposes or in violation of the law.

5. Methods and Tools for Consumers to Access and Edit Their Personal Data:

You can update and edit your personal information by sending a request to marketing@tbexpress.com.vn.

6. Mechanism for Receiving and Resolving Consumer Complaints Related to the Misuse of Personal Information:

Libra Express is committed to protecting your personal information securely and transparently. We absolutely do not buy, sell, or exchange your personal information with any third party for commercial purposes. In the event that our information storage server is attacked, leading to the loss of your personal data, Libra Express will:

  • Promptly notify the authorities to investigate the matter.
  • Notify you of the incident and the measures taken to remedy it.
  • If you discover that your personal information is being misused or outside the scope of your consent, please send a complaint email to marketing@tbexpress.com.vn or call 091 966 4608 to file a complaint and provide related evidence. We commit to responding within 3 working days (excluding Saturdays and Sundays) from the date of receipt of the complaint.

In essence, this privacy policy outlines Libra Express’s commitment to protecting your personal information and ensuring its confidentiality.