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CUSTOMER CARE

Clear details from purchase
to the first bite.

Storage, delivery and after-sales information supplied by Phú Phương Foods. Please check the expiry date on the label of the batch you receive.

Operator: HKD Phú Phương Foods

Tax ID: 025195007418

Category: Packaged prepared foods: Thịt heo gác bếp (smoked pork), Muối chẩm chéo (dipping salt), Chà bông thịt heo (pork floss).

PART 1: PRODUCT STORAGE AND USE

Storage guidance for product quality

Please follow the instructions for each product and check the label of the batch you receive.

Thịt heo gác bếp (smoked pork)

Packaging
Sealed vacuum pack
Before opening
Refrigerate for 30 days or freeze for 4 months from the production date
After opening
Wrap or seal in a container; refrigerate for 5–7 days or freeze for 1–2 months
Preparation and serving
Steam for 10–15 minutes; microwave for 1–2 minutes (place a small bowl of water inside); or heat in an air fryer at 160°C for 3–5 minutes. Gently pound and shred, then serve with Muối chẩm chéo (dipping salt).

Muối chẩm chéo (dipping salt)

Packaging
Sealed plastic jar of dry seasoning
Before opening
Keep in a dry, ventilated place away from direct sunlight and high heat
After opening
Close the lid after each use and keep dry; use within 6 months after opening
Preparation and serving
Serve with smoked pork, boiled pork or chicken, grilled food or sour fruit. Add fresh lime/kumquat or chili to taste.

Chà bông thịt heo (pork floss)

Packaging
Zip pouch or sealed plastic jar
Before opening
Keep in a dry, ventilated place away from direct sunlight for 3–6 months from production
After opening
Reseal after use; keep dry and preferably use within 15–30 days
Preparation and serving
Eat directly with rice, sticky rice, porridge, bread, crispy rice or as a filling.

Food-handling precautions

  • Use clean, dry utensils: Use completely clean, dry chopsticks or a spoon for Muối chẩm chéo (dipping salt) or Chà bông thịt heo (pork floss) to keep moisture out.
  • Thaw Thịt heo gác bếp (smoked pork) in the refrigerator: Move frozen pork to the refrigerator before steaming or grilling. Thawing time depends on pack weight and refrigerator temperature. Do not thaw at room temperature.
  • Check before eating: Do not use expired food, an unusually swollen unopened vacuum pack, or food with an unusual smell, color change or mold caused by improper storage.

PART 2: DELIVERY, INSPECTION AND RETURNS

Dispatch, shipping fees and delivery times

Orders are packed and dispatched from Thôn Thịnh Sơn, Xã Cẩm Khê, Tỉnh Phú Thọ.

Carriers and fees:

  • Carriers: SPX Express, J&T Express, Viettel Post and Vietnam Post (VNPost).
  • Free shipping: Nationwide shipping is free when the total order value is 1,000,000 VND or more.
  • Orders below 1,000,000 VND: Fees depend on carrier rates, parcel weight and distance from Cẩm Khê, Phú Thọ. PPFoods confirms the exact fee via Zalo or phone before payment.

Estimated delivery from Phú Thọ:

Within Phú Thọ province

Estimated delivery
2–4 working days (excluding public holidays and Tết)
Dispatch note
Orders confirmed before 15:00 are packed and handed to the carrier the same day.

Northern provinces and cities

Estimated delivery
2–5 working days (excluding public holidays and Tết)
Dispatch note
Orders confirmed after 15:00 are handed to the carrier the next working morning.

Central and Southern Vietnam

Estimated delivery
3–5 working days, depending on the carrier route
Dispatch note
Sunday and holiday orders move to the next working day.

Carrier responsibilities:

  • Documents and parcel care: Carriers provide shipment documentation and keep packs intact, avoiding damage to jars and vacuum bags.
  • Delays: If force majeure or a delivery delay occurs, Phú Phương Foods and the customer discuss and negotiate a solution based on the actual situation.

Inspection on delivery and unboxing video

  • Inspection right: On delivery, you may open the outer carton to check product type, quantity, expiry date and the condition of vacuum packs and jars before payment.
  • Inspection limit: For food safety, inspect only the outside packaging; do not cut vacuum bags, open sealed jars or sample products before completing payment.
  • Unboxing video: We recommend clearly filming the opening and inspection immediately on receipt, including product seals and labels, to help resolve a complaint.

Return policy

Phú Phương Foods accepts return requests within 48 hours after an order is marked delivered for these cases:

  • Quality issue: Spoilage, mold, unusual smell or taste despite a valid expiry date and intact packaging before opening.
  • Shipping damage: A punctured or unsealed pork vacuum bag, or a cracked, broken or open salt or pork-floss container affecting the food inside.
  • Packing error: Wrong product, missing quantity or incorrect weight compared with the order.
  • Expiry issue: Product delivered after its expiry date.

Returns do not apply when:

  • Change of mind: The delivered item matches its description and quality standard but the customer no longer wants it.
  • Incorrect storage or use: Damage results from not following storage instructions, such as leaving opened pork at room temperature for days or allowing water into seasoning or pork floss; or more than 48 hours have passed since successful delivery.
  • Product substantially used: More than 10% of net weight has been consumed after opening without photos or video showing a quality defect at opening.

Return, refund and shipping process

  • Step 1 – Report: Contact Phú Phương Foods on hotline/Zalo 0944576379 or Facebook within 48 hours of receipt. Send the order number and actual product photos or video.
  • Step 2 – Review: Customer support checks the information and responds with a proposed resolution within 1–3 working days of receiving complete information.
  • Step 3 – Replacement or refund:
  • Replacement: Phú Phương Foods dispatches a replacement from Phú Thọ on the next working day and arranges collection of the defective item.
  • Refund: If the customer chooses a refund or replacement stock is unavailable, Phú Phương Foods refunds 100% of the defective product value, excluding any shipping fees incurred, by bank transfer within 24–48 working hours.
  • Return shipping: For manufacturer, packing or carrier faults, HKD Phú Phương Foods pays only the return-shipping cost.

Business details and complaints contact

For storage, delivery and return questions, please use the official contact details:

  • Business: HKD Phú Phương Foods
  • Tax ID: 025195007418
  • Office and dispatch address: Thôn Thịnh Sơn, Xã Cẩm Khê, Tỉnh Phú Thọ
  • Customer hotline / Zalo: 0944576379
  • Official fanpage: https://facebook.com/phuphuongfoods