Customer support
Track your order
To track your order, enter your order code in the box below and press “Track”. This code was given to you on your receipt and in your order confirmation email.
Demo codes for trying the lookup interface: NH-2026-1042, NH-2026-1107, NH-2026-0988.
Status guide
Your order passes through six stages
Knowing what each stage means tells you when to wait and when to call us.
| Status | What it means | Typical duration |
|---|---|---|
| Order received | The order is in the system and payment is confirmed (or COD agreed). | Immediately on confirmation |
| Scheduled | Grouped with other orders sharing the same coffee line and roast level. | 2–12 hours |
| Roasting | In the 15 kg drum: 12–14 minutes per batch plus cooling time. | 12–24 hours |
| Packed | Vacuum sealed, one-way valve fitted, roast date and lot code printed. | 2–6 hours |
| Handed to carrier | The parcel has left the roastery; tracking number sent by email and SMS. | 24–48 hours after ordering |
| Delivered | Signed for. The replacement guarantee runs for 7 days from this point. | 1–3 days domestic, 5–14 international |
Shipping
Delivery times and costs
We use three domestic carriers and select by region for transit time rather than by lowest price.
| Destination | Usual carrier | Transit | Cost (orders under $20) |
|---|---|---|---|
| Khe Sanh, Huong Hoa | Own delivery | Same day | Free |
| Dong Ha, Quang Tri | Own delivery | Same day | $1.00 |
| Hue, Quang Binh, Da Nang | Viettel Post | 1 day | $1.20 |
| Hanoi, Ho Chi Minh City | J&T Express | 2 days | $1.40 |
| Southeast Asia, Australia | Tracked air mail | 5–9 days | From $12 |
| Europe, North America | Tracked air mail | 8–14 days | From $22 |
Protective packing
Documents
Daily cut-off
Shipping FAQ
Common order questions
›Where do I find my order code?
The code looks like NH-2026-1042. It is printed in the top right corner of the paper receipt if you bought at 11 Le Duan, and it is the first line of the order confirmation email. Orders placed over WhatsApp or Zalo receive the code in the confirmation message.
›Why is my order still showing "Roasting" after a day?
We roast to order rather than pulling from pre-roasted stock. Batches are grouped by coffee line and roast level to keep quality consistent, so an order confirmed late in the afternoon usually goes into the following morning batch. Total time from confirmation to dispatch is 24–48 hours.
›How long does shipping take?
Within Vietnam: same day in Khe Sanh and Dong Ha, one day to Hue and Da Nang, two to three working days to Hanoi and Ho Chi Minh City. International air mail: 5–9 days to Southeast Asia and Australia, 8–14 days to Europe and North America, plus customs clearance time.
›Where is the carrier tracking number?
When the order reaches the "Handed to carrier" stage, the system emails the carrier tracking number — Viettel Post, J&T or GHTK domestically, and the forwarder reference for international shipments. You can also call +84 98 754 95 83 and we will look it up.
›What if the parcel arrives damaged?
Photograph the parcel on arrival and email [email protected] with your order code within 48 hours. We send a replacement lot on the next roast batch and cover freight both ways.
›How do I track a multi-site wholesale delivery?
Multi-site wholesale orders are split into sub-codes such as NH-2026-1042-A, -B and -C. Searching the parent code shows the overall status; searching a sub-code shows the status of that individual drop.
Cannot find your order?
Call or message +84 98 754 95 83 with the name on the order and the date it was placed, and we will look it up in a few minutes.
Ordering wholesale for a café? See the B2B delivery terms.