FAQ

Welcome to the benthree.com FAQ Center.
Here you’ll find answers to the most common questions about our products, orders, returns, and business cooperation. If you can’t find what you’re looking for, please contact us at support@benthree.com — we’re here to help.

🛍️ 1. Orders & Payment

Q1: How do I place an order?

Simply browse our product catalog, add your desired items to the cart, and proceed to checkout. You can create an account for faster checkout and order tracking, or purchase as a guest.

Q2: What payment methods do you accept?

We accept major credit cards (Visa, MasterCard, American Express), PayPal, and selected local payment options. For bulk or wholesale orders, we also accept bank transfers (T/T).

Q3: Can I change or cancel my order after placing it?

Orders can only be modified or canceled before shipment. Once your order has been processed or shipped, we cannot make changes. Please contact us immediately if you need assistance.

🚚 2. Shipping & Delivery

Q4: Do you ship internationally?

Yes, we ship to most countries worldwide. Shipping costs and delivery times vary by destination and shipping method. You’ll see estimated delivery dates during checkout.

Q5: How long will delivery take?

Domestic orders usually take 3–7 business days.
International orders may take 7–20 business days, depending on customs processing and courier availability.

Q6: How can I track my order?

Once your order ships, you’ll receive a tracking number via email. You can check the shipment status directly on the courier’s website or through your account dashboard.

Q7: Will I be charged customs or import fees?

Import duties or taxes may apply depending on your country’s regulations. These charges are the buyer’s responsibility and are not included in our product prices or shipping fees.

🔄 3. Returns & Refunds

Q8: What is your return policy?

You can return most new, unused products within 7 days of delivery for a refund or exchange.
Returned items must include all original packaging, accessories, and documentation.

Q9: Who pays for return shipping?

Return shipping costs are the responsibility of the buyer, unless the item was received damaged, defective, or incorrect due to our mistake.

Q10: How do I request a return or exchange?

Please contact support@[yourdomain.com] with your order number, product name, and reason for return.
Once approved, we’ll send you detailed return instructions and a return address.

Q11: When will I receive my refund?

After we receive and inspect the returned item, refunds are usually processed within 5–10 business days to your original payment method.

Q12: Which items are not eligible for return?

Products without original packaging or accessories
Items showing signs of use or damage
Custom/OEM orders
Clearance or promotional items

🧾 4. Warranty & Repairs

Q13: Do your products come with a warranty?

Yes. All our products are covered by a 12-month limited warranty against manufacturing defects in materials and workmanship.

Q14: What does the warranty not cover?

Our warranty does not cover damage caused by misuse, accidents, modification, or normal wear and tear.

Q15: How do I make a warranty claim?

Contact support@[yourdomain.com] with your purchase proof, product model, and description of the issue. Our team will guide you through the warranty process.

Q16: Can I get replacement parts?

Yes. Replacement cables, ear pads, or accessories are available for purchase through our service center or authorized distributors.

🎧 5. Product Use & Troubleshooting

Q17: My headphones or speakers aren’t connecting via Bluetooth. What should I do?

Make sure the device is charged and in pairing mode.
Delete previous pairings and re-pair the device.
Keep within 1–2 meters during pairing.
Restart both devices if the issue continues.

Q18: Why is my speaker sound distorted?

Check the volume level and audio source. Ensure the Bluetooth connection is stable and no other devices are interfering with the signal.

Q19: My keyboard or mouse stops responding occasionally.

Try the following:

Replace batteries or recharge.
Reconnect the USB receiver or Bluetooth connection.
Clean the device and ensure the surface is smooth and compatible.

Q20: Do you provide firmware updates?

Some models support firmware upgrades for better performance. Check our Product Support page or contact our technical team for update files and instructions.

💼 6. OEM, ODM & Wholesale Services

Q21: Do you offer OEM services?

Yes, we provide OEM (Original Equipment Manufacturing) services for global clients who want to sell products under their own brand.
We can print your logo, customize packaging, and adjust features or color options based on your requirements.

Q22: Do you offer ODM services?

Absolutely. Our ODM (Original Design Manufacturing) service allows you to work with our R&D team to create customized product designs, circuit boards, or housing structures that reflect your brand’s style and functional needs.

Q23: What is the minimum order quantity (MOQ) for OEM/ODM projects?

MOQ varies depending on product type and customization level. Generally:

Headphones & Earphones: 500–1000 units
Speakers: 300–500 units
Keyboards & Mice: 500 units
Please contact our sales team for exact MOQ and quotation.

Q24: How long does OEM/ODM production take?

After design confirmation and sample approval, the usual lead time is 25–45 days, depending on complexity and materials.

Q25: Do you offer wholesale pricing for bulk orders?

Yes. We offer tiered wholesale discounts for bulk purchases. Please contact our sales team at sales@[yourdomain.com] with your order quantity and target market for a customized quotation.

Q26: Can I get free samples?

Sample fees depend on the product model and quantity. In most cases, sample costs can be deducted from your first bulk order.

👤 7. Account & Privacy

Q27: Do I need an account to order?

No, you can place orders as a guest. However, creating an account allows you to track orders, manage addresses, and receive special offers.

Q28: How is my personal information protected?

We use secure encryption and strict access control to protect your personal data. For details, see our Privacy Policy page.

Q29: Can I delete my account?

Yes, you can request account deletion anytime by emailing support@[yourdomain.com]. Deletion requests are processed within 30 days.

📞 8. Customer Support

Q30: How can I contact customer service?

You can reach us by:

📧 Email: support@benthree.com
☎️ Phone: +86 137 6031 0495
🕒 Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT+8)

Please include your order number, product model, and issue description for faster assistance.

🌍 9. Business Cooperation

Q31: Do you work with distributors or resellers?

Yes, we welcome long-term partnerships with distributors, resellers, and e-commerce platforms worldwide. Contact sales@[yourdomain.com] for cooperation details.

Q32: What regions do you currently serve?

We ship products globally and have business clients across Europe, North America, South America, and Asia-Pacific.

Q33: Can I visit your factory?

Yes, factory visits are welcome for qualified business partners. Please make an appointment in advance through our sales department.

✅ Need More Help?

If your question wasn’t answered here, our team is ready to assist.
📧 Email: support@benthree.com
🌐 Visit our Help Center for setup guides, troubleshooting, and warranty information.