Shipping Policy
Complete shipping process, delivery times, freight rates and compensation policy for TMT Logistics customers.
Last Updated: May 18, 2026
1Scope of Shipping Services
TMT Logistics provides diverse international freight solutions, specializing in Vietnam–Australia routes, serving both individuals and businesses:
2Service Ordering Process
3Estimated Delivery Times
| Service Type | Route | Transit Time |
|---|---|---|
| Air Express | Vietnam → Australia | 3–5 business days |
| Air Standard | Vietnam → Australia | 5–7 business days |
| Air Express | Australia → Vietnam | 3–5 business days |
| Sea LCL | Vietnam → Australia | 20–30 days |
| Sea FCL | Vietnam → Australia | 15–25 days |
| Sea LCL | Australia → Vietnam | 20–30 days |
* Times above are estimates, excluding customs clearance time and public holidays. Actual times may vary depending on actual conditions.
4Shipping Fees and Payment
4.1 Shipping fees are calculated based on actual weight or volumetric weight (volumetric weight = L × W × H / 5000 for air freight), whichever is higher.
4.2 Additional surcharges may include: fuel surcharge, air security fee, customs clearance fee, import duties at destination country (per each country's regulations).
4.3 All quotes will be confirmed in writing before order processing. TMT Logistics does not charge hidden fees beyond quoted amounts.
5Packaging Requirements
Proper packaging is essential to ensure goods arrive safely. TMT Logistics requires:
- •Use sturdy, thick cardboard boxes suitable for the size of goods.
- •Use foam, bubble wrap or cushioning materials for fragile items.
- •Seal all edges of boxes securely with tape.
- •Clearly label sender and receiver addresses and phone numbers on each parcel.
- •Liquids must be sealed in separate waterproof bags before boxing.
- •Do not exceed size and weight limits per service package.
⚠ TMT Logistics may refuse or require repackaging of goods that do not meet packaging standards, to ensure goods safety throughout the journey.
6Prohibited and Restricted Goods
Absolutely prohibited goods:
Restricted goods requiring special declaration:
- !Lithium batteries, electronics with batteries (quantity limits apply)
- !Food, plants (phytosanitary certificate required)
- !Medicine, pharmaceuticals (prescription and permit required)
- !High-value goods over 1,000 AUD/1,000 USD
- !Liquids over 100ml (for air cargo)
- !Cosmetics, perfumes containing alcohol
7Cargo Insurance
TMT Logistics offers cargo insurance options based on declared value. Customers are encouraged to purchase insurance for high-value goods.
Default liability (without insurance):
- Air freight: up to USD 20/kg per IATA regulations
- Sea freight: up to USD 2.5/kg or USD 666/package (per Hague-Visby Rules)
💡 Please contact TMT Logistics for advice on insurance packages suitable for your cargo value.
8Order Tracking
Each order will be assigned a unique tracking number. Customers can track order status via:
- Website: tmtgroup.com.vn/tracking
- TMT Logistics app on Android and iOS
- Hotline: 0327 211 657 (8:00 AM – 8:00 PM, Mon–Sat)
9Claims, Compensation and Loss Handling
9.1 Claim deadline: Claims for lost, damaged or mis-delivered goods must be filed within 7 days from the date of receipt.
9.2 Claims process:
- 1.Contact customer service via hotline or email.
- 2.Provide tracking number, photos of goods and description of damage.
- 3.TMT Logistics will review and respond within 3–5 business days.
- 4.If claim is valid, compensation will be processed within 15 days.
Note: TMT Logistics is not liable for goods with incorrect declared value, prohibited goods, or damage due to improper packaging.
Need Help?
TMT Logistics's customer service team is ready to assist you from 8:00 AM – 8:00 PM, Monday – Saturday.