Copy of FAQ – Bien Joué

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Copy of FAQ

ORDER INFORMATION

How do I contact Bien Joué regarding my order?

Whatever happens to your order, you can contact us via contact@bienjoueglobal.com. It is important to provide us with your email address, order number or tracking number so we can check the status of your order.

When will my order be shipped out?

All orders are usually shipped within 1-4 business days of confirmed payment.

How do I cancel my order?

Please send the cancel request to contact@bienjoueglobal.com on the same day that the order was placed. Our team will cancel the order for you freely. If the order has already been shipped out, cancelation is no longer possible.

What if I don't receive my order?

Please contact the carrier to see if they have delivered the item to the right address. Meanwhile, we also recommend sending us your phone number so we can put a claim against the carrier to search for your package. Generally, the search result should take one week.  

When you receive your item, please check your item carefully. If the package appears damaged, please complete the following steps:

 1) Take a picture of the damage. 

 2) Then please email us at contact@bienjoueglobal.com immediately and attach the photos. 

 3) We will contact you directly with the next steps. 

 4) DO NOT throw away the boxes or packaging materials, otherwise, your claim will not be honored by the shipping company.

What is the warranty on my purchases?

All purchases may not be returned for any reason within 30 days of date of purchase upon receipt of the product unless:

  • The customer received a damaged or incorrect product
  • The shipment was shipped to an incorrect address
  • Missing order

If you experienced any of the above scenarios, you must report the issue within 5 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

How do I return the item?

If you received any defective items, you can contact us on contact@bienjoueglobal.com for a full refund. Most of our products can be returned within 30 days of purchase provided they are in sellable condition with original packaging, tags and a receipt. When your purchase fails to meet your expectations provided they are in sensible condition (items in original packaging, manufacturer's tags attached, undamaged) we request that the shipping cost must be paid by you in order for Bien Joué to process your refund.

 

PAYMENT & DELIVERY

What shipping carrier do you use? Where do you ship the items out?

We usually use USPS, UPS, DHL, and FedEx for the majority of the orders, among many other local carriers. Each shipping method will be based according to the location, size and quantity of the items ordered, as we ship our products from different warehouses located all over the country.

After my order ships, how long until it arrives?

Our average ETA is currently 3-7 business days, however shipping carriers are experiencing capacity issues from extremely high demand + COVID-19 impact, and in some cases deliveries may be delayed. Fedex and UPS are currently behind on their fulfillment guarantees. Customers are currently experiencing delays on delivery times and tracking updates. In some cases, customers will not receive their first shipping update until the package arrives at the final destination. We apologize for any inconvenience and are doing everything in our power to make sure your order arrives as quickly as possible.

When can I expect a refund debited to my account once I return the item?

Once you are authorized to return an item back to the address provided, and the item is delivered to our warehouse, you’ll be automatically refunded on your original payment method within 2-5 business days.

Can you deliver my order to PO Box?

Shipping is only valid for shipping addresses in the United States excluding Alaska, Hawaii, Puerto Rico, and Guam. And we do not deliver to PO Boxes.

We currently do not offer international shipping . Thank you for your understanding.

Tracking is not showing any movement for my order, what does this mean?

Shipping carriers are experiencing surge demand in the US due to high demand and COVID-19 and we have seen an increase in tracking scan issues, where shipments are picked up from warehouses by the shipping carrier, but tracking labels are not correctly scanned upon pickup by the carrier. Our shipping carriers are working to eliminate tracking issues and delivery delays.