Last updated: October 22, 2026

This Shipping & Delivery Policy explains how Aqua Cares confirms, prepares, delivers, and installs products purchased directly from us. We currently deliver within Cambodia only.

1. Quotation and Order Confirmation

Submitting a website quotation request or adding a product to your quote list does not constitute a confirmed order. An order is confirmed only after our team verifies the product, quantity, price, stock availability, delivery location, payment terms, and installation requirements, and you accept the final quotation or order confirmation.

Please review the confirmed product model and order details carefully before making payment or approving dispatch.

2. Delivery Areas

We deliver within Phnom Penh and to provinces throughout Cambodia, subject to product size, carrier coverage, road access, and service availability. We do not currently offer international shipping through the website.

3. Delivery Within Phnom Penh

For products that are in stock, delivery within Phnom Penh is usually arranged within 12 hours after order confirmation. This is an estimated service time rather than a guaranteed deadline. The actual schedule depends on the confirmation time, delivery address, traffic, weather, product preparation, installation requirements, and staff availability.

Our team will contact you to confirm the delivery time. Orders confirmed late in the day, on public holidays, or during unusually busy periods may be arranged for the next available working period.

4. Delivery to Other Provinces

Provincial orders are dispatched through a third-party delivery or logistics provider after the order and required payment have been confirmed. Delivery usually takes 1–2 working days after dispatch, depending on the destination, carrier route, service type, weather, public holidays, and local conditions.

Depending on the selected service, the recipient may need to collect the package from the carrier’s branch or may receive delivery at the provided address. We will share the carrier name, receipt, tracking information, or collection details when available.

5. Payment Requirements

    • Phnom Penh: Payment may normally be made by cash or KHQR upon delivery, unless another arrangement is stated in the quotation or order confirmation.

    • Other provinces: Full payment is required before the order is dispatched through a third-party delivery service.

    • Special or customized orders: A deposit or full advance payment may be required before we order, reserve, prepare, or customize the product.

For KHQR or bank payments, please verify that the recipient name and payment details match the information provided by our authorized team. Do not send payment to an unconfirmed account.

6. Delivery Charges

Any applicable delivery, carrier, collection, handling, or installation charge will be communicated before order confirmation where reasonably possible. Charges may vary according to the delivery location, package size and weight, selected carrier, service speed, stairs or difficult access, and installation requirements.

Provincial carrier charges are normally paid by the customer unless the quotation or order confirmation states otherwise.

7. Installation Services

Installation and after-sales service are primarily available within Phnom Penh. For other provinces, please contact us before ordering to confirm whether installation or on-site service is available.

Delivery time and installation time may be scheduled separately. Before installation, the customer is responsible for confirming suitable access, space, water supply and pressure, drainage, electrical supply where required, and permission from the property owner, building management, or condominium management.

Additional materials or work outside the agreed installation scope will be explained and quoted before proceeding.

8. Customer Delivery Information

Please provide an accurate recipient name, telephone number, delivery address, map pin or landmark, and any access instructions. Aqua Cares is not responsible for delays or additional costs caused by incorrect or incomplete information supplied by the customer.

If you need to change the address or recipient, contact us as soon as possible. Changes requested after dispatch may be subject to carrier approval, delay, or additional charges.

9. Receiving and Inspecting Your Order

The customer or an authorized recipient should be available to receive the order. Please inspect the package and product as soon as reasonably possible and check the model, quantity, visible condition, and included accessories before confirming receipt.

If the package is visibly damaged, photograph or record it before and during opening. Report damaged, incorrect, or incomplete deliveries to us keep the product and packaging for review. 

10. Missed or Failed Delivery

If no authorized person is available, the recipient cannot be contacted, access is refused, or the address is incorrect, delivery may need to be rescheduled or the package may be held at the carrier’s branch. Additional delivery, storage, or return charges caused by a failed delivery may be payable by the customer.

11. Delays

Delivery times are estimates. Delays may occur because of traffic, severe weather, flooding, public holidays, carrier disruption, road restrictions, remote destinations, product shortages, or other events outside our reasonable control. We will provide an update when we become aware of a significant delay.

12. Out-of-Stock and Special-Order Products

If a product becomes unavailable after an enquiry or quotation, we will inform you and may offer a revised delivery estimate, an alternative product, or cancellation. Lead times for imported, customized, or specially ordered products will be stated separately and may differ from normal delivery times.

13. Split Deliveries

Where an order contains several products with different availability, we may propose separate deliveries. We will discuss any additional delivery cost with you before arranging a split delivery.

14. Contact Us

For delivery schedules, carrier information, installation availability, or problems with an order, please contact:

Aqua Cares Cambodia
Email: info@aquacares2u.com
Phone: 012 758 957
Telegram: @AquaCaresCambodia
Service area: Phnom Penh and delivery throughout Cambodia, subject to availability.