FAQs

We want to make sure that you have all the information you need readily accessible to make your experience an incredible one! Our customers are our main priority and we are happy to answer some of the most common questions about our products. 

Please read through the Frequently Asked Questions below to find the answer for your question. However, If you still have a particular question in mind that is not addressed here, don’t hesitate to reach us at info@berosplan.com We will get back to you within 24-48 hours during our business hours.

• I tried to place an order but there was an error - the order wouldn't go through. However, I noticed in my bank account that money has been deducted. I haven't received an order confirmation. Can you please confirm with me if my order has gone through? Don’t worry! Unfortunately, this sometimes happens when your bank blocks the transaction from going through. If you didn't see the order confirmation page or receive the order confirmation email (make sure you wrote the right email address), your order didn't go through. The charge you see  in your account is only a pending charge and it will disappear in 1-2 days.  If after 3 business days the charge has not dropped from your account, send us an email to info@berosplan.com and we will do our best to confirm whether your order went through or not. 

• There has been no movement on my tracking number since 5 days ago. Can you please give me an update on my order? If there has not been any updates about your order at this point, it most likely be that your order has gotten lost. We’re here to help you!  Please email us at info@berosplan.com with your order number and we will resend your order asap. 

•  You sent me the wrong item. We’re sorry we sent you the wrong product! Please email  info@berosplan.com with your name, order number, and nature of the issue with photos attached, if applicable. We will generate a return shipping label for you to ship the item back to us and we will send you the correct item asap.

• Can I please change the address? I made a mistake.To provide the best experience for you, we have a 12 hour window to allow any change in your order including your address. Please send us an email to  info@berosplan.com with the correct information and we will make sure to send it to the right address. Unfortunately, after your order has been shipped, it’s out of our control and we cannot make any changes to your address.