These Terms of Service (“Terms”) govern the rights and obligations between GATEWAY EXPRESS IMPORT EXPORT COMPANY LIMITED (“Gateway Express”, “we”, “us”) and customers using our international shipping services or accessing the website gatewayexpress.vn. By submitting a quote request, signing a shipping waybill, or continuing to use the website, you agree to be bound by these Terms.
Definitions of terms
- Company / We: GATEWAY EXPRESS IMPORT EXPORT COMPANY LIMITED, tax code 0313986824, located at 22/40 Yen The, Ward 2, Tan Binh District, Ho Chi Minh City.
- Customer / You: the individual or organization shipping goods or receiving services from Gateway Express.
- Service: international shipping of goods (express, economy, air freight, sea freight) via the DHL, FedEx, UPS network and other logistics partners.
- Shipment: a parcel or set of parcels accepted and transported by Gateway Express under a single shipping waybill.
- Shipping waybill: the document confirming the transaction between the customer and Gateway Express, signed by both parties, serving as the legal basis for all rights and obligations.
- Cargo insurance: an optional service that raises the maximum compensation cap, applicable when the customer enrolls and pays the premium at the time of signing the shipping waybill.
Service scope
Gateway Express provides the following service groups:
- International express delivery via DHL, FedEx, UPS — transit time 3 to 7 business days
- Economy / air freight — lower cost, longer transit time
- Free quote consultation, export documentation preparation, and Vietnamese customs clearance support
- Value-added services: professional packaging, cargo insurance, FDA/MSDS advisory
The service does NOT include:
- Customs procedures at the destination country (the recipient is responsible)
- Import duties, VAT, and customs fees at the destination country (unless the customer enrolls in DDP service)
- Any services beyond the scope agreed on the shipping waybill
Website registration and use
The gatewayexpress.vn website does not require customers to register an account. Submitting a quote form, sending a contact request, signing a shipping waybill, or interacting through the hotline is considered voluntary acceptance of these Terms. The customer agrees to provide accurate, complete information and is responsible for its authenticity.
Customer responsibilities
When using Gateway Express services, the customer undertakes to:
- Truthfully declare cargo content, value, quantity, and recipient information
- Not ship prohibited items under Vietnamese law or destination-country law — please consult the Prohibited Items Tool before shipping
- Package to the proper standard — fragile goods cushioned with foam, liquids sealed, electronics in anti-static wrap
- Provide valid identification — National ID, citizen ID, or passport when customs declaration is required
- Bear import duties and customs fees at the destination country (unless DDP service is purchased)
- Pay shipping fees in full and on time under the agreement on the shipping waybill
- Update contact information promptly upon any change (phone, email, recipient address)
Gateway Express responsibilities
Gateway Express commits to:
- Pick up and deliver shipments within the committed transit time for each route and carrier
- Process export documentation professionally and in compliance with Vietnamese customs regulations
- Protect customer information in accordance with the Privacy Policy
- Compensate for loss or damage in accordance with the Compensation Policy
- Receive and handle complaints in accordance with the Complaints Procedure
- Provide free consultation during business hours via hotline, email, and Zalo
Pricing and payment
- Quote validity: 7 days from the date issued. Quotes may be revised if there are fluctuations in exchange rates, fuel prices, or carrier surcharges.
- Payment methods: cash at the office, bank transfer, COD (within Ho Chi Minh City only)
- Potential surcharges:
- Fuel surcharge (FSC) — adjusted monthly per carrier publications
- Remote Area Surcharge (RAS) — applies when the delivery address falls within a remote-area list
- Adjustment surcharges for misdeclared dimensions or weight
All costs are clearly itemized on the shipping waybill. The customer has the right to request an explanation of each fee before signing.
Prohibited and restricted items
Under Article 12 of the Law on Postal Services 2010 and international carrier regulations, Gateway Express does not ship the following items:
- Explosives, weapons, ammunition, blasting materials
- Narcotics and addictive substances
- Cash, checks, and bearer-form securities
- Counterfeit goods or items infringing intellectual property rights
- Live animals and unrooted plants not yet cleared by quarantine
- Radioactive materials and hazardous biomedical materials
- Goods banned for export under Vietnamese law or banned for import at the destination country
The complete list, updated by route, is available at the Prohibited Items Tool. If the customer intentionally misdeclares or ships undeclared prohibited items, Gateway Express reserves the right to refuse shipment, withhold refund of shipping fees, and the customer bears full legal responsibility.
Intellectual property rights
All content on the gatewayexpress.vn website — including text, images, logos, source code, interface design, the freight calculator, and the prohibited-items tool — is the intellectual property of Gateway Express. Any copying, distribution, modification, or commercial use without written consent is strictly prohibited. Customers may use content for personal, non-commercial purposes provided the source attribution remains intact.
Limitation of liability
Gateway Express is liable for direct losses to lost or damaged shipments in accordance with the Compensation Policy. We are not liable for:
- Indirect losses: lost profits, revenue, business opportunities, storage costs, or interest arising from delayed delivery
- Force majeure: natural disasters of Level 3 or higher under the Law on Natural Disaster Prevention 2013, nationally declared epidemics, war, strikes, government action, or aviation incidents outside Gateway Express’s control
- Goods withheld, destroyed, or refused entry by destination-country customs due to invalid documentation or violation of destination-country regulations
- Natural deterioration due to the cargo’s nature (expired food, frozen items thawing if not declared “perishable”)
Service termination
Gateway Express reserves the right to refuse shipment or unilaterally terminate the contract in the following cases:
- The customer provides false or fraudulent information
- The customer ships undeclared prohibited or restricted items
- The customer engages in abusive or threatening conduct toward Gateway Express staff
- The customer has shipping fees overdue beyond 30 days
- Force majeure renders performance impossible or unlawful
Upon termination, the parties settle the contract in good faith and honesty.
Governing law and dispute resolution
These Terms are governed by and construed under Vietnamese law. Any dispute will be resolved through the following sequence:
- Direct negotiation between the parties within 30 days
- Internal complaint under the Complaints Procedure — Gateway Express commits to respond within 24 hours and resolve within 10 business days
- Commercial mediation if both parties agree
- Competent court — the People’s Court of Tan Binh District, Ho Chi Minh City, or the court chosen by the plaintiff under the Code of Civil Procedure 2015
Changes to terms
Gateway Express reserves the right to amend or supplement these Terms when necessary. Significant changes will be announced on the website 15 days before the effective date. The current version and the change history are always published on this page, along with the “Version” and “Effective from” information.
Gateway Express contact information
- Company name: GATEWAY EXPRESS IMPORT EXPORT COMPANY LIMITED
- Tax code: 0313986824
- Headquarters: 22/40 Yen The, Ward 2, Tan Binh District, Ho Chi Minh City
- Hotline: 0944 247 267 / 0938 373 343
- Email:
info@gatewayexpress.com.vn - Office: (028) 3547 1747
Home: Gateway Express. For any questions regarding these Terms, please contact us through the channels above during business hours, 8:00 AM – 6:00 PM, Monday to Saturday.
