Ni Market Shipping & Delivery Policy

Effective Date: October 26, 2024

Bringing Freshness and Trust to Your Doorstep

For more than 25 years, Ni Market, formerly known as Indochina Market (Chợ Đông Dương), has proudly served the Vietnamese and Asian community in Denver. Guided by our mission, “Freshness You Can Taste, Quality You Can Trust,” we are more than just a market; we are a piece of heritage, a taste of home, and a cultural cornerstone that has connected generations through the richness of Asian flavors. Recognizing the growing need for convenience without compromising on quality, Ni Market is thrilled to introduce our home and business delivery service.

This policy is crafted to extend the warm, family-like shopping experience from our aisles directly to your doorstep. This is not just a delivery service; it is our pledge to bring the freshest ingredients, authentic Asian flavors, and the trust we’ve built over a quarter-century to every kitchen – from intimate family dinners to our professional restaurant partners. We understand that delivering groceries, especially fresh and frozen items, demands the utmost care and responsibility. Therefore, this policy is designed to ensure transparency, efficiency, and, above all, food safety, by meticulously maintaining the “cold chain” from our shelves to your hands.

Introducing this policy is more than a response to e-commerce trends; it is a natural step in Ni Market’s journey of serving our community. We aim to create a seamless bridge between our quality food supply and our customers’ needs, making daily shopping an easy, reliable, and quality-assured experience. This is our commitment to a “pact of quality” between Ni Market and you, our valued customers, who have placed your trust in us for so many years.

1. Delivery Service Overview

Ni Market offers two distinct delivery programs, tailored to meet the diverse needs of both our individual customers and our professional business partners. Both services are built on an unwavering commitment to product quality and food safety.

1. Retail Home Delivery: Designed for households and individuals shopping for their daily needs. This service offers maximum convenience, bringing our thousands of high-quality Asian products right to your home. We provide flexible delivery options, including same-day and scheduled delivery, with a clear and competitive fee structure.
2. Professional Wholesale Delivery: Exclusively for our 500+ restaurant and business partners across Colorado. This program provides a dependable supply chain solution, featuring fixed delivery schedules, efficient bulk ordering processes, and commercial terms designed for a B2B model. We are committed to being a strategic partner, ensuring a stable and high-quality supply of ingredients for your business operations.

To help our retail customers quickly find the most important information, below is a summary of our home delivery service.

Table 1: Retail Delivery Service Summary

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Providing a clear summary table at the outset helps customers make informed purchasing decisions quickly and confidently, eliminating surprises about costs or wait times that can lead to cart abandonment. By transparently presenting core information, we respect our customers’ time and build trust from the very first interaction.  

2. Retail Customer Delivery Policy

This policy applies to all orders placed by individual customers through the Ni Market website or mobile application for delivery to a residential or office address.

2.1. Delivery Area & Service Scope

Currently, Ni Market’s delivery service is available only within designated areas and zip codes in Denver and surrounding neighborhoods. To ensure the quality and safety of our products, especially perishable goods, we do not deliver to P.O. Boxes or APO/FPO addresses.  

To optimize operational costs and offer the most reasonable fees to our customers, we have implemented a zoned delivery fee structure based on the distance from our store. Dividing our delivery area by zip code allows us to price our service fairly and accurately, reflecting the true transportation costs of time and fuel. This approach helps keep fees competitive for customers nearby while ensuring the service remains sustainable as we expand to more distant areas, rather than applying a flat fee that might disadvantage one group of customers.  

Table 2: Delivery Fees by Denver Zip Code Zone

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Note: The list of zip codes is for reference and may be updated. Please use the zip code validator at checkout to confirm serviceability and the exact fee.  

2.2. Ordering & Scheduling Process

Our ordering and scheduling process is designed for customer convenience and transparency.

• Order Processing Time: Orders placed on our system will be processed within 1-2 business days. Processing time does not include weekends or holidays.
• Same-Day Delivery: To qualify for same-day delivery, your order must be placed and payment confirmed by 12:00 PM (Noon), Monday through Saturday. Orders placed after this cutoff will automatically be scheduled for the next business day.  
• Delivery Hours: Our delivery service operates from 1:00 PM to 7:00 PM, Monday through Saturday. We do not deliver on Sundays or major holidays. Due to unforeseen factors like traffic and weather, we cannot guarantee a precise delivery time. However, our system will provide an estimated delivery window (e.g., 2:00 PM – 5:00 PM) for your convenience.  
• Order Tracking: Once your order is prepared and out for delivery, you will receive a confirmation email or text message with a link to track your order in real-time.  

2.3. Delivery Fees, Minimum Order & Payment

• Minimum Order: To be eligible for delivery, your order subtotal must be at least $35 (before taxes and fees). This minimum order requirement helps us maintain operational efficiency and keep our service fees reasonable.  
• Free Shipping: We are pleased to offer free standard delivery for all orders of $75 or more (before taxes). Establishing a free shipping threshold is a common industry practice that not only helps offset operational costs but also encourages customers to increase their average order value. This makes the delivery service economically sustainable, allowing us to continue investing in quality and reliability.  
• Delivery Fees: For orders under $75, the delivery fee will be calculated automatically at checkout based on the delivery zone of your address, as outlined in Table 2.
• Payment Methods: We accept all major credit and debit cards. All payments must be completed online at the time of ordering.

2.4. Receiving Your Order

To ensure a smooth and safe delivery process, we have established clear procedures for both attended and unattended deliveries.

• Attended Delivery: We strongly encourage you to be present at the delivery address during the estimated window to receive your order directly. This is especially important for orders containing fresh, refrigerated, or frozen products to ensure their quality is maintained.  
• Contactless/Unattended Delivery:
  • If you cannot be home, you may select the “Contactless Delivery” option and specify a safe, dry, and shaded location (e.g., front porch, patio) for our driver to leave your package.
  • By selecting this option, you agree and accept that: Ni Market’s delivery obligation is fulfilled at the moment our driver places the package at the designated location and sends a confirmation notice (with a photo) to you. From that point forward, you assume full responsibility for the safety and integrity of the products, including all risks of theft, damage from weather, or quality degradation due to improper storage.  
  • This transfer of liability policy is a necessary measure to protect both the business and the customer. It establishes a clear legal boundary for when the deliverer’s duty ends and underscores the customer’s role in ensuring the final leg of the cold chain is completed promptly.  
• “Access Denied” Deliveries: A delivery attempt will be deemed “Access Denied” if our driver encounters any of the following situations :  
  • Cannot enter the building/gated community due to a missing access code or no one available to grant entry.
  • A security guard or front desk attendant refuses to allow access.
  • The provided address is incorrect, incomplete, or cannot be located.
  • The delivery area is deemed unsafe (e.g., aggressive pets, construction hazards).
  • In these cases, our driver will attempt to contact you by phone and will wait for a maximum of 5 minutes. If contact cannot be made or the issue is not resolved, the order will be returned to our store. A restocking fee of $15.98 and the cost of all perishable items (which are non-refundable) will be deducted from your refund. The order cannot be redelivered on the same day.

3. Wholesale Partner Delivery Program

This program is exclusively designed to meet the specific needs of our restaurant partners, food businesses, and other organizations purchasing in bulk. We are committed to being a reliable link in your supply chain.

3.1. Service & Eligibility

This program is available to customers with a verified wholesale account with Ni Market. We offer delivery over a broader range, covering the entire Denver metro area and other cities in Colorado, subject to specific agreements. This service is structured as a professional distribution agreement, ensuring high levels of consistency and reliability.  

3.2. Bulk Ordering & Fixed Schedules

• Bulk Ordering: Partners can place orders through a dedicated online wholesale portal, via email to their assigned account manager, or by phone. To ensure meticulous preparation and logistics, orders should be placed at least 48 hours before the desired delivery time.
• Fixed Delivery Schedules: We encourage partners to establish a recurring delivery schedule (e.g., every Monday, Wednesday, and Friday) to ensure a consistent supply. Our team will work with you to create an optimal route and delivery window that fits the operational rhythm of your kitchen or business.

3.3. Pricing, Invoicing & Payment Terms

• Wholesale Pricing: All products in this program are offered at competitive wholesale prices. Detailed quotes will be provided based on order volume and frequency.
• Invoicing & Payment: Invoices will be issued on an agreed-upon cycle (e.g., weekly, bi-weekly). We offer flexible payment terms for long-standing partners, such as Net 15 or Net 30, subject to credit history and transaction volume.  

3.4. Receiving & Quality Assurance Protocol

The receiving process for wholesale customers is a critical quality control step that requires close cooperation between both parties. This is the point at which responsibility for the product is transferred.

• On-Site Inspection Responsibility: At the time of delivery, your authorized staff member (e.g., head chef, inventory manager) is responsible for immediately inspecting the entire shipment before signing the delivery receipt. The inspection must include:  
  • Quantity: Verifying that the physical count of each item matches the packing slip.
  • Quality: Visually inspecting the quality of fresh produce, meats, and seafood.
  • Temperature: Using a food thermometer to confirm that refrigerated and frozen items are within safe temperature ranges (refrigerated items below 40∘F, frozen items must be frozen solid).  
  • Packaging: Ensuring all packaging is intact, clean, and free from signs of tampering.
• Discrepancy Reporting: Any issues related to quantity, quality, or temperature must be reported immediately to the Ni Market delivery driver and noted clearly on the delivery receipt before it is signed. This is a prerequisite for us to process any returns, credits, or replacements accurately and promptly.
• Transfer of Responsibility: Once the delivery receipt is signed without any noted discrepancies, Ni Market is considered to have fulfilled its delivery obligation correctly and completely. Any issues that arise afterward will be difficult to resolve. Establishing this strict inspection protocol at the point of transfer protects both parties: it ensures our partners receive ingredients that meet their standards and protects Ni Market from unsubstantiated claims arising from improper storage or handling at the customer’s facility.  

4. Food Safety & Quality Assurance Commitment

The safety and quality of our food are absolute priorities at Ni Market. We understand that preserving product freshness doesn’t stop at our doors but must be guaranteed throughout the entire delivery journey until it reaches you. Publicly detailing our food safety protocols is not just a duty but a way to build trust and differentiate the Ni Market brand from standard delivery services.  

4.1. Our “Cold Chain” Commitment

The “cold chain” is a system of temperature-controlled logistics that ensures perishable products are kept within a safe temperature range from the point of origin to the point of consumption. A break in the cold chain, even for a short time, can lead to the growth of harmful bacteria and diminish product quality.  

Our commitment to the cold chain includes:

• In-Store Storage: All fresh, refrigerated, and frozen products are stored in commercial-grade refrigerators and freezers with continuous temperature monitoring to comply with FDA and USDA food safety standards.
• Transportation: We use specialized refrigerated trucks and vans. These vehicles are regularly inspected and maintained to ensure they can hold a stable temperature throughout the journey, regardless of outside weather conditions.  
• Temperature Control: The temperature inside our vehicle cargo bays is continuously monitored. We are committed to maintaining temperatures below 40∘F (4.4∘C) for refrigerated goods and at or below 0∘F (−18∘C) for frozen goods.  
• Staff Training: All delivery personnel are trained on food safety principles, including proper handling of perishable goods, how to arrange items in the vehicle to optimize cold air circulation, and methods to minimize the product’s exposure to ambient temperatures during loading and unloading.  

4.2. Perishable Goods Packaging Standards

Proper packaging is an integral part of the cold chain, especially for last-mile delivery.

• Insulated Bags and Coolers: Refrigerated items (meat, seafood, dairy, tofu) and frozen products (ice cream, dumplings, spring rolls) are placed in specialized insulated bags or thick-walled styrofoam coolers to minimize heat transfer from the environment.  
• Use of Gel Packs: We use non-toxic, frozen gel packs alongside refrigerated and frozen items to provide an additional cold source, helping to maintain safe temperatures throughout transit.  
• Product Segregation: To prevent cross-contamination, we strictly adhere to product separation rules. Raw meat, poultry, and seafood are always packed separately in leak-proof bags and are physically separated from produce and ready-to-eat foods. Similarly, non-food items like cleaning chemicals are packed and transported separately to eliminate any risk of contamination.  
• Warning Labels: All packages containing perishable items are clearly labeled with “Keep Refrigerated” or “Keep Frozen” to alert both our delivery staff and the customer to the special handling requirements.  

4.3. The Customer’s Role in Maintaining Freshness

The cold chain is only complete when products are stored correctly in the customer’s home. We ask for your cooperation by following these guidelines:

• Inspect Upon Arrival: Please check your order immediately upon receipt. For perishable items, feel them to ensure they are still cold or frozen solid. Frozen products should have visible ice crystals and show no signs of having been fully thawed and refrozen.  
• Store Promptly: Immediately transfer all refrigerated and frozen items to your refrigerator or freezer. Adhere to the “two-hour rule”: never leave perishable food at room temperature for more than two hours (or one hour if the outside temperature is above 90∘F). Harmful bacteria can grow rapidly in the “danger zone” between 40∘F and 140∘F (4.4∘C to 60∘C).  
• Report Issues: If you notice any product that is not at a safe temperature (e.g., warm meat, melted ice cream), please do not consume it and contact our customer service department within 24 hours for assistance.

5. General Policies & Issue Resolution

This section outlines the general policies that apply to all delivery orders, ensuring a transparent and fair process for handling any issues that may arise.

5.1. Order Accuracy & Adjustments

• Missing or Incorrect Items: We strive for perfect accuracy on every order. However, in the event of an error, please contact our Customer Service department within 24 hours of receiving your order if you find a missing or incorrect item. We will investigate and promptly provide a solution, which may be a refund for the item or a store credit for your next purchase.
• Out-of-Stock Items: Occasionally, an item you ordered may become unexpectedly unavailable. If this happens, we will automatically remove the item from your order and issue a refund for it. The rest of your order will be delivered as scheduled. You will be notified of this change via email.
• Changes or Cancellations: You may request to change or cancel your order by contacting us. However, this request must be made before the “cut-off time,” which is 3 hours before the start of your estimated delivery window. After this time, the order has entered the preparation and packing stage, and we can no longer accept any changes or cancellations.  

5.2. Returns & Refunds

For food safety and hygiene reasons, our return policy is clearly divided between perishable and non-perishable goods.

• For Non-Perishable Goods (Dry Goods): This includes canned goods, dry foods, spices, rice, instant noodles, and packaged snacks. You may request to return these items within 7 days of receipt. The product must be unopened, unused, in its original packaging, and undamaged. You will be responsible for the return shipping cost. Once we receive and inspect the returned item, we will issue a refund for the product’s value.
• For Perishable Goods: This includes all fresh, refrigerated, or frozen items (produce, meat, seafood, tofu, dairy, frozen foods). For food safety reasons, we do not accept returns for these items.  
• Refunds for Quality Issues: If you receive a perishable item with a quality issue (e.g., it is spoiled or not fresh), please contact our Customer Service department within 24 hours of receipt. You will need to provide your order number and clear photos of the defective product for our verification. Depending on the situation, we will offer a refund or a store credit for the value of the affected item.  

5.3. Service Limitations & Disclaimer

• Force Majeure Events: Ni Market is not liable for delivery delays or failures caused by factors beyond our reasonable control, including but not limited to: severe weather conditions, natural disasters, major traffic accidents, public events causing road blockages, or government directives. In such cases, we will attempt to notify you as soon as possible to reschedule the delivery.  
• Accuracy of Information: You are responsible for providing accurate and complete delivery information, including the address, apartment number, and contact phone number. We are not responsible for orders delivered to the wrong address or that are undeliverable due to incorrect information provided by the customer.  
• Right to Refuse Service: Ni Market reserves the right to refuse service to any individual or address if we determine there is a risk to our staff’s safety or a risk of fraudulent activity.

6. Frequently Asked Questions (FAQ)

1. What happens if I’m not home when my order arrives?

You can select the “Contactless Delivery” option and designate a safe place for us to leave your order. Please note that by choosing this option, you accept all risk of loss or damage after the delivery is made. For apartment buildings, if access cannot be gained, the order will be returned, and a restocking fee will apply.  

2. Can I add or remove items after I’ve placed my order?

You may request changes to your order before the “cut-off time,” which is 3 hours before the start of your delivery window. After this point, no changes can be made.

3. Why can’t I return fresh produce if I’m not satisfied with it?

For food safety reasons, perishable items cannot be restocked or resold once they have left our temperature-controlled environment. Therefore, we do not accept returns on these items. However, if there is a quality issue, please contact us within 24 hours with photos for assistance.  

4. How does Ni Market ensure my frozen dumplings stay frozen during delivery?

We use a comprehensive system that includes refrigerated trucks, specialized insulated bags, and frozen gel packs. This process maintains a safe frozen temperature from our store to your door, preserving the product’s quality.  

5. What is the delivery fee for zip code 80249?

According to our fee table, zip code 80249 is in Zone 3. The standard delivery fee is $10.95, and the same-day delivery fee is $15.95. Orders over $75 qualify for free standard delivery.  

6. Is there a minimum order value for delivery?

Yes, the minimum order value for delivery is $35, before taxes and fees.  

7. Can I place a delivery order over the phone?

Currently, all retail delivery orders must be placed online through our website or mobile app to ensure accuracy and secure payment processing.

7. Contact Support

We are always here to listen and assist you. For all questions, concerns, or issues related to our delivery service, please contact our dedicated Customer Service team:

• Phone: (720) 978-2199 (Extension 2 for Delivery Services)
• Email: [email protected]
• Hours of Operation: Monday – Saturday, 9:00 AM to 6:00 PM (Mountain Time)

To help us assist you as quickly and effectively as possible, please have your order number ready when you contact us.

Ni Market sincerely thanks you for your trust and support. We look forward to serving you through our new delivery service.