FAQ
Frequently Asked Questions (FAQ)
Last Updated: May 8, 2026
Shipping Questions
1. Which countries do you ship to?
We currently ship to the following regions only: United States, Canada, United Kingdom, European Union countries, Australia, and New Zealand.
2. How long does processing take?
Orders are processed within 1–3 business days after payment confirmation.
3. What are your shipping rates?
USA, Canada, UK & EU: 0–2 kg: FREE | 2–5 kg: $20.00 | 5–10 kg: $30.00 | 10–12 kg: $40.00. (Most products qualify for free shipping).
Australia & New Zealand: 0–2 kg: $12.99 | 2–5 kg: $34.99 | 5–10 kg: $59.99 | 10–12 kg: $79.99.
For orders above 12 kg, please contact us for custom delivery options.
4. When will my order arrive?
UK & EU: 4–13 business days.
USA & Canada: 4–15 business days.
Australia & New Zealand: 7–18 business days.
Note: Delivery times are estimates and may vary based on customs processing.
5. Will I receive a tracking number?
Yes. You will receive a tracking number via email as soon as your order has shipped.
6. Who pays for customs and import taxes?
Customers are responsible for any customs duties, import taxes, or additional fees required by their local authorities.
7. What if my shipment is delayed?
Delays due to customs, weather, or carrier issues do not qualify for refunds, except where required by specific consumer laws (EU, AU, NZ).
Returns and Refunds
1. Can I cancel my order?
Yes. Orders can be canceled within 24 hours of purchase. Please contact us immediately at info@benerax.com.
2. What items are eligible for return?
We accept returns/refunds for damaged, defective, or incorrect items. You must contact us within 7 days of delivery with photographic or video proof.
3. What about EU, Australia, and New Zealand customer rights?
EU Customers: You have a 14-day right of withdrawal for any reason under EU Directive 2011/83/EU.
AU & NZ Customers: You are protected by statutory guarantees under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA).
4. Can I return an item if I changed my mind?
Except for statutory rights in the EU, AU, and NZ, we do not accept returns for change of mind, incorrect size/color selection, or dissatisfaction with product appearance.
5. How long does refund processing take?
Standard refunds take 5–10 business days. EU refunds may take up to 14 days.
Payment and Security
1. Is checkout secure?
Yes. We use industry-standard SSL encryption and secure payment gateways (Shopify, Stripe, PayPal) to protect your data.
2. What payment methods do you accept?
We accept major credit/debit cards (Visa, Mastercard, American Express), PayPal, and other region-specific secure payment options.
3. Do you store my payment information?
No. All transactions are processed through our secure payment providers. Benerax LLC does not store your card details.
Contact Information
For any further questions, please reach out to our support team:
Legal Business Name: Benerax LLC
Business Registration Number (Control Number): 26066402
Registered Office Address: 2513 Shallowford Rd Ste 241, Marietta, GA 30066, United States
Phone: +1 (610) 245-8060
Email: info@benerax.com