FAQs
1. How can I contact customer service?
You can contact our support team anytime by email at info@bertaly.com. Customer support inquiries are typically reviewed and responded to within 1–2 business days.
2. How long does shipping take?
- Standard Shipping: 6–12 business days
- Expedited Shipping: 5–7 business days
Shipping times are calculated from the date your order ships, not the order date.
3. When will I receive my order?
Orders are processed within 1–2 business days after they are placed. The estimated delivery time is the processing time plus the shipping time.
4. Do you offer free shipping?
Yes! We offer free standard shipping on orders over $69. The free shipping discount will be automatically applied at checkout.
5. Is my payment information secure?
Absolutely. We use secure third-party payment processors and encryption technology to ensure your payment information is safe. We do not store or share your payment details.
6. Can I modify my order after placing it?
You may request to cancel your order within 24 hours of placing it. However, cancellation is not guaranteed if the order has already been processed, produced, packed, or shipped.
7. What should I do if my package is damaged or lost?
If your order is damaged or lost during shipping, please contact us immediately at info@bertaly.com. Provide your order number, a description of the issue, and photos of the product and packaging. We will resolve the issue as quickly as possible.
8. How do I return an item?
Please contact us at info@bertaly.com with your order number and the item(s) you wish to return. If your return request is approved, we will provide return instructions. For defective or incorrect items, Bertaly will cover the return shipping cost. For other return reasons, such as a change of mind, customers are responsible for return shipping costs.
9. How long does it take to complete a kit?
Most kits make a great weekend project. Depending on the complexity, assembly usually takes 3 to 12 hours. We encourage you to enjoy the process rather than rush through it. Take your time and appreciate each step as the pieces come together—that’s part of the joy of DIY.
10. Do you offer assembly or product support?
If you encounter any issues during assembly, our dedicated customer service team is here to help. Please contact us at info@bertaly.com.