Frequently asked questions

Find answers to common questions about Berbax products, ordering, payments, shipping, tracking, cancellations, returns, and refunds.

Products and Usage

What is the Berbax Instant Firm Eye Tightening Cream?

The Berbax Instant Firm Eye Tightening Cream is a targeted eye-area skincare product designed to help visibly smooth the appearance of fine lines, reduce the look of puffiness, brighten tired-looking eyes, and support hydrated skin.

How do I apply the eye cream?

For the best application:

1. Cleanse the skin using a non-oily cleanser.
2. Make sure the application area is completely dry.
3. Shake the tube before use.
4. Apply a very small amount to the under-eye area using a clean fingertip or dry makeup brush.
5. Spread a thin, even layer using gentle upward motions.
6. Remain expressionless while the product dries for approximately 3–5 minutes.
7. Once completely dry, gently apply makeup if desired.

Avoid applying the product directly inside the eyes or onto the movable eyelids.

How much product should I use?

Use only a very small, pea-sized amount. Applying too much may cause visible residue or an uneven finish.

A thin, even layer generally provides the best result.

Why am I seeing white residue?

White residue can occur when too much product is used, the skin is not completely dry, or the product is layered over an oily moisturizer.

Use a smaller amount and apply it to clean, completely dry skin. If residue appears, gently tap the edges with a slightly damp cotton swab or fingertip.

Can I wear makeup over the product?

Yes. Allow the product to dry completely before applying makeup.

For the best result, gently pat makeup onto the area instead of rubbing or dragging it across the skin.

Is the product suitable for every skin type?

The product is intended for different skin types, but individual reactions can vary.

Review the complete ingredient list before use and perform a small patch test, particularly if you have sensitive skin, allergies, or an existing skin condition.

What should I do if irritation occurs?

Stop using the product and gently rinse the area with water.

Seek advice from a qualified healthcare professional if irritation is severe, persistent, or accompanied by swelling or another concerning reaction.

Are results the same for everyone?

No. Skincare results may vary depending on skin type, application method, product amount, environmental conditions, and individual factors.

The product is cosmetic and is not intended to diagnose, treat, cure, or prevent a medical condition.

Where can I find the complete ingredient list?

The complete ingredient list is available on the product page. Please review it before purchasing if you have known sensitivities or allergies.

Orders

How will I know that my order was received?

After completing checkout, you should receive an order-confirmation email at the address entered during purchase.

Check your spam, junk, or promotions folder if it does not appear in your inbox.

I did not receive an order-confirmation email. What should I do?

First, check your spam, junk, and promotions folders.

If you still cannot find it, contact info@berbax.com and provide your full name, approximate purchase time, and the email address used at checkout.

Can I change my order after placing it?

Contact us immediately at info@berbax.com.

We will try to assist, but product, quantity, address, and other order changes cannot be guaranteed once processing has begun.

Can I cancel my order?

Cancellation requests must be submitted within 12 hours of placing the order.

An order cannot normally be cancelled after it has been fulfilled or a tracking number has been issued.

Can I change my shipping address?

Email info@berbax.com immediately with your order number and the complete correct address.

We will make a reasonable effort to update it, but changes cannot be guaranteed once the order has entered processing or shipment.

What happens if I provide an incorrect or incomplete address?

Incorrect or incomplete information may delay delivery or cause the shipment to be returned, lost, or delivered incorrectly.

Customers are responsible for reviewing their shipping details before completing checkout. Additional shipping charges may apply when an order must be shipped again due to an incorrect address supplied at checkout.

Can I place more than one order?

Yes. However, separate orders are processed independently and may arrive in different packages or at different times.

We cannot guarantee that separate orders will be combined.

Payments and Billing

What payment methods do you accept?

Available methods may include:

• Visa
• Mastercard
• American Express
• Discover
• Diners Club
• Apple Pay
• Google Pay
• Shop Pay
• PayPal

The exact methods available to you will be displayed during checkout and may depend on your country, device, and browser.

Is my payment information secure?

Our Shopify-powered checkout uses encrypted connections to help protect payment and personal information during transmission.

Berbax does not receive your complete card number from the payment provider.

When will I be charged?

Payment is generally authorized or collected when your order is submitted.

In some cases, your bank may temporarily display the transaction as pending before it is finalized.

Why was my payment declined?

Payments may be declined because of:

• Incorrect card information
• Insufficient funds
• An expired card
• A billing-address mismatch
• Bank security restrictions
• International transaction restrictions

Confirm that your information is correct or contact your bank for more details. You may also try another available payment method.

Why do I see more than one pending charge?

A failed or repeated payment attempt may sometimes create a temporary authorization hold.

Pending authorizations are controlled by your bank and normally disappear automatically. Contact your bank if a duplicate pending authorization remains longer than expected.

What currency will I be charged in?

Product prices may be displayed in a localized currency depending on your selected country or region.

Your bank or payment provider may apply exchange rates or foreign-transaction fees. These charges are determined by your financial institution and are not collected by Berbax.

Are taxes included?

Applicable taxes may be calculated during checkout depending on the order destination and local requirements.

International customers may also be responsible for customs duties, import taxes, or carrier fees charged after shipment.

Can I use more than one discount code?

Only one discount code may be accepted per order unless a promotion specifically states otherwise.

Discount codes cannot normally be added after an order has been completed.

My discount code is not working. What should I do?

Confirm that:

• The code was entered correctly
• The promotion has not expired
• Your order meets the minimum requirements
• The code applies to the selected product
• Another automatic discount is not already active

Contact customer support before completing checkout if the issue continues.

Processing and Shipping

Where does Berbax ship?

Berbax offers shipping to the United States and various international destinations.

Available destinations and shipping options are shown during checkout.

How long does order processing take?

Orders generally require 1–2 business days to process after confirmation.

Orders are processed Monday through Friday, excluding holidays. Orders are not guaranteed to ship on the same day they are placed.

How long will delivery take?

Estimated delivery times after processing are:

• United States: approximately 7–14 business days
• Canada: approximately 7–18 business days
• United Kingdom: approximately 7–18 business days
• Ireland: approximately 7–18 business days
• Australia: approximately 7–18 business days
• Germany: approximately 7–18 business days
• New Zealand: approximately 7–18 business days
• France: approximately 7–18 business days
• Spain: approximately 7–18 business days
• Italy: approximately 7–18 business days
• Japan: approximately 7–18 business days
• Other international destinations: approximately 10–31 business days

These are estimates rather than guaranteed delivery dates. Customs processing, holidays, weather, carrier disruptions, and incorrect addresses may cause delays.

Are weekends included in delivery estimates?

No. Business days normally exclude Saturdays, Sundays, and public holidays.

How much does shipping cost?

Shipping charges depend on the delivery location and available shipping service.

The final shipping cost will be displayed at checkout before payment is completed.

Will I receive a tracking number?

Yes. A shipping-confirmation email containing tracking information will be sent after the order ships.

Please allow up to 48 hours to receive this email after fulfillment.

Why has my tracking information not updated?

Tracking can take 1–4 business days to begin updating after shipment.

Occasionally, tracking may not update at every stage even though the package is continuing through the carrier’s network.

My tracking says delivered, but I cannot find the package. What should I do?

Please:

1. Check your mailbox, porch, reception area, and other safe locations.
2. Ask household members, neighbors, or building staff.
3. Wait until the end of the delivery day, as carriers sometimes scan packages before final delivery.
4. Contact the local carrier using the tracking number.

Contact info@berbax.com if the package remains missing after completing these checks.

Can my order arrive in multiple packages?

Yes. Items may occasionally be shipped separately due to inventory location or fulfillment requirements.

Separate packages may receive different tracking numbers and arrive on different dates.

Do international customers pay customs duties?

International orders may be subject to customs duties, import taxes, VAT, brokerage charges, or other fees assessed by the destination country.

Unless otherwise stated during checkout, these charges are the customer’s responsibility and are not collected or controlled by Berbax.

What happens if I refuse a shipment?

Refused or unclaimed shipments may be returned to the sender.

Original shipping charges and costs associated with returning or reshipping the package may be deducted from any eligible refund.

Returns, Refunds, and Replacements

What is the Berbax refund policy?

Refund or replacement requests must be submitted within seven days after delivery.

Under the current policy, refunds or reshipments are generally provided when a product arrives damaged, defective, or incorrect.

Please review the complete Return & Refund Policy before ordering.

Can I return a product because I changed my mind?

Due to the nature of the product and the current return policy, returns are not generally accepted solely because of a change of mind, personal preference, or dissatisfaction with individual cosmetic results.

What should I do if my product arrives damaged?

Contact info@berbax.com within seven days of delivery.

Include:

• Your order number
• A description of the problem
• A photo of the shipping label
• Photos of the outer packaging
• Clear photos or video showing the damaged product

Do not discard the product or packaging until the claim has been reviewed.

What should I do if I receive the wrong product?

Contact info@berbax.com within seven days and provide your order number and clear photos showing the item received and its packaging.

Our team will review the request and determine the appropriate resolution.

Will I be charged a restocking fee?

Berbax does not currently charge a restocking fee for an approved refund or replacement.

Who pays return-shipping costs?

Return-shipping responsibility depends on the reason for the return.

Berbax generally covers the appropriate resolution when an incorrect, damaged, or defective item has been confirmed. Unauthorized return postage may not be reimbursed, so contact customer support before sending anything back.

Where should I send a return?

Do not send products to the business address without authorization.

Contact info@berbax.com first. If a return is required, the support team will provide the correct instructions and approved return destination.

How long does a refund take?

After an approved refund is issued, it may take several business days to appear in your account.

Processing times depend on your bank, card issuer, or payment provider.

Can a refund be issued to another payment method?

No. Approved refunds are normally returned to the original payment method used for the purchase.

Are original shipping charges refundable?

Original shipping costs are generally non-refundable unless required by law or the issue resulted from an error by Berbax.

Customer Support

How do I contact Berbax?

You can contact us through the Contact Us form or by using the following details:

Email: info@berbax.com
Phone: (716) 202-8717
Address: 412 N Main St, Buffalo, WY 82834, United States

What should I include when contacting customer support?

Please include your:

• Full name
• Order number
• Checkout email address
• Description of the issue
• Relevant photos or videos

Providing complete information helps our team investigate your request more efficiently.

How quickly will customer support respond?

Our team aims to answer messages as quickly as possible. Please allow up to 1–2 business days during busy periods.

Sending repeated messages about the same issue may cause delays.

Is the listed address a return address?

Not necessarily.

Products should not be returned to the listed business address unless customer support provides written authorization and specific return instructions.