SHIPPING & DELIVERY
How do I track my order?
Once your order ships, a tracking number will be sent in a separate email. If you do not receive a tracking number via email, your order has not shipped. If an order is placed over the weekend or holiday, please allow 3-4 business days to receive a shipment notification.
You can also log into your account to see if your order has been fulfilled. If it has, then a tracking number will be provided.
When will my order be processed?
During business hours, orders are processed and sent to our fulfillment center within minutes of purchasing. From there it takes approximately 1-3 business days to fulfill orders.
When can I expect my order?
We typically ship 3-4 business days after we receive your order. Depending on where you live, you can expect to have your order delivered to you in 4-7 business days.
What delivery methods are available? Do you offer expedited shipping?
We are currently using J&T Express, DHL, Poslaju & Gedex Express fulfillment which uses a variety of carriers based on the delivery location. We do not currently provide expedited delivery options.
How do I qualify for free shipping?
We offer free shipping for one-time of RM60 or more to all 14 Malaysia states. If you apply a promotion code to your order, this will be applied to the subtotal and will not apply to shipping. If your subtotal is less than RM60 after the code is applied, a shipping charge will be added automatically.
I wrote the wrong address, what do I do?
Contact BBN customer experience ASAP. We cannot promise shipping address changes after an order has been processed. Once an order ships, we cannot change the shipping address and it becomes the customer’s responsibility. We recommend double-checking your shipping details (especially Google and Shopify autofill) before submitting your order.
Can I cancel or change my order once it has been processed?
If you need to cancel your order, please contact us with your order number and reason for cancellation. While we cannot guarantee that your order will be canceled once it’s processed, we will do our best to accommodate your request.
If you received a damaged or leaking item from a offcial website or shopee shop order, please contact their customer support immediately. They will refund or replace the item for you.
If you purchased a product from Shopee and you do not love it, you have 60 days to return it to HQ. This includes open and used products. If the return window has closed, please contact us with your proof of purchase (receipt or order confirmation) and we will do our best to provide a resolution.
If you purchased a BBN product from offical website and have any issues with a physical component, please reach out to customer service.
What forms of payment does BBN accept?
BBN accepts all major credit cards: Visa and Mastercard, as well as FPX, TnG, and GrabPay. If you're signing up for a subscription, only a direct credit or debit card can be applied.
When will my card be charged for purchases?
Your card will be charged immediately upon submitting the order.
Where do I edit my billing information?
If you have a subscription, log into your account and click on "Change Billing." You'll be directed to send a secure email to your inbox for your new billing information. If you don't have a subscription, we'll only store your billing address (not your credit card information).
Will I be charged sales tax on my orders?
No, at this moment. We do not have any control over this.
My card was declined – what should I do?
If your card is declined, please check all details to ensure they’re correct before proceeding again. This includes the billing address. If you’re still receiving an error message, we recommend contacting your bank.
Where can I view my processing or past orders?
Log into your account. There, you'll be able to see your full order history for both past and in-process orders.
What should I do if my promo code has expired?
We run sales and promotions throughout the year, and once a promotion code expires, we are unable to honor it. If it is applicable, the promo code must be entered at checkout to redeem the discount.
If you missed out on one promo, make sure to sign up to our email list to get the next one and any other special offers or deals. 😊
I received an error message in checkout – what should I do?
If you’ve received an error message at checkout, please ensure that all of your billing and shipping details are correct before submitting the order again. If an item in your cart is out of stock, you will need to remove this before proceeding to checkout.
My email address is not recognized. How do I log into my account?
If you are unable to reset your password, this error message indicates that your account was never activated. Please email Customer Support and we will resend your account invitation. Once received, you will set a password and gain immediate access to your account.
Please ensure you do not check out as a guest when beginning a subscription; an account is required to manage your recurring orders.
What is BBN return policy?
Returns are accepted at our BBN headquarters within 60 days of the purchase date. We require either the order number or proof of purchase for all returns. Please reach out to us for the return instructions.
Please note that shipping charges are non-refundable and that we do not provide prepaid return labels. Credit is issued within 3-4 business days once the items have been received and processed.
Note: We don't refund or replace purchases from 3rd party sellers.
I purchased the wrong item, what should I do?
If you happened to purchase the wrong item, we encourage you to try it anyway! We stand by our entire product line – you might discover a new favorite BBN product!
While we don't have an exchange program, you're welcome to send any unopened items back to us for a refund. Please contact Customer Support for instructions.
When and how will I get my refund?
Your refund should be posted to your bank account within 5-7 days after we've processed the refund.
If you have returned your order to our office in Austin, please allow an additional 3-4 business days for our team to process your return once it has been delivered.
HOW I DO UPDATE MY PERSONAL INFORMATION
Updating billing details
To update your billing information, click on the "Change Billing" button on your upcoming subscription order.
Updating your address
To update your address, select your current address in the upcoming subscription section. Once you've added the correct information, select "Use for all shipments." You can also select your default address in the "Manage Address Book" section in your account.
Can't find what you're looking for?
Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).
Please email us at firstname.lastname@example.org