Delivery time and location limits

To provide convenience to customers, mysim.vn supports nationwide home delivery. For areas within Ho Chi Minh City and Hanoi, mysim.vn will deliver to customers within 01-02 working days from the time the order is received.

For suburban areas, customers will receive their orders within 03-07 working days from when mysim.vn receives the order. However, in some cases, delivery may take a few more working days, but this only occurs in unavoidable situations such as:

• Mysim.vn staff could not contact the customer by phone, so delivery could not be made.
• The delivery address you provided is incorrect or difficult to find.

2. Shipping fees

Regarding shipping fees, mysim.vn will use the delivery service of shipping companies, and the fees will be calculated according to the rates of those service providers. The shipping fee will be communicated to the customer during the process of mysim.vn staff confirming the order with the customer.

For customers in other provinces who wish to purchase in large quantities or wholesale customers, we will use the transportation services of delivery companies. Shipping fees will be calculated according to the shipping unit's rates or according to the contract agreement between the two parties.

3. Assignment of responsibilities of mysim.vn and logistics service providers regarding the provision of goods documents during delivery and receipt

All orders are carefully packaged and sealed by mysim.vn before shipment. The shipping unit is responsible for transporting the goods according to the "original package, original item" principle, ensuring that the goods are not opened or damaged during the delivery process.

The packaging of each order will contain the following information:

• Recipient information: Recipient's name, phone number, and delivery address.
• Order tracking code.

To ensure the safety of the goods, mysim.vn will provide a valid financial invoice or warehouse release form for the product in the package (if any).

The shipping unit is responsible for providing these goods-related documents to the customer and when requested by competent state management agencies during the delivery service.

4. Responsibility for goods damaged during transportation

For goods damaged during transportation, whether the order is shipped by the store itself or by a third party, we will be responsible for resolving the issue for the customer. The customer has the right to refuse to receive the product and request an exchange or return according to the "return and refund" policy, and we will work with the shipping partner to resolve compensation for the order according to the cooperation agreement between the company and the third-party shipping service provider.

*Note: In case of delivery delays, we will promptly inform the customer, and the customer can choose between canceling or continuing to wait for the order.

For eSIM

For My SIM's eSIM product, after the customer places an order and successfully completes the bank transfer, My SIM's Customer Service department will confirm, and the product will be sent to the customer's registered email address within 2 hours at the latest after My SIM successfully confirms the customer's purchase information.

Similar to physical SIMs, if there are any issues affecting delivery progress, My SIM will promptly inform and flexibly assist you in canceling the order if desired.

Note:

• Please check the goods immediately upon receipt (recording a video is best)
• If you find any wrong or missing SIMs, please contact us immediately for support at Hotline: (+84) 0384.909.454