Customer Service Policy
At Bien, customer service is an important part of our wholesale drinkware experience. We are committed to providing clear communication, reliable order support, and practical after-sales assistance for retailers, boutiques, gift shops, online stores, and business buyers.
Bien is a wholesale drinkware brand offering thermos cups, glass water cups, and plastic water bottles designed for everyday use, resale, gifting, office needs, travel, school, home, and lifestyle retail.
This Customer Service Policy explains how we support customers before, during, and after purchasing from cpsbien.com.
Our Service Commitment
Bien aims to provide a professional and reliable wholesale purchasing experience. We understand that business buyers need clear product information, stable order handling, responsive communication, and dependable support when sourcing products for resale.
Our customer service team is here to assist with product questions, wholesale inquiries, order updates, shipping information, returns, refunds, damaged items, incorrect products, and general website support.
We work to respond to every customer request carefully and provide practical solutions based on the order details and policy guidelines.
Customer Support Contact
For all customer service questions, please contact us by email:
When contacting us, please include as much relevant information as possible so we can assist you faster. This may include your order number, product name, quantity, photos if needed, and a clear description of your request.
Product Inquiry Support
Before placing an order, customers may contact us for product information, wholesale cooperation, drinkware collection details, order quantity questions, and general purchasing support.
We can help provide information about thermos cups, glass water cups, plastic water bottles, product features, product use, available options, and wholesale purchasing needs.
Our goal is to help buyers select drinkware products that are suitable for their store, online shop, gift business, or resale channel.
Order Support
After an order is placed on cpsbien.com, Bien will begin preparing the order according to our standard fulfillment process.
Orders are usually processed within 1 to 3 days after payment has been successfully completed. During this time, we review the order details, prepare the products, and arrange shipment.
If you need help with an order, please contact us as soon as possible. We will do our best to assist with order status, product confirmation, shipping details, and other order-related questions.
Please note that once an order has been processed or shipped, changes may not always be possible.
Shipping Support
Bien offers free shipping on all products listed on cpsbien.com.
Estimated delivery time is usually 6 to 12 days after the order has been processed and shipped. Delivery times are estimates and may be affected by carrier service, address accuracy, product availability, weather conditions, seasonal demand, or other circumstances outside our direct control.
If tracking information is available, it will be provided after shipment. If your tracking information does not update immediately, please allow additional time for the carrier system to refresh.
If your package appears to be significantly delayed, please contact us at support@cpsbien.com. Our team will help review the order status and provide further assistance.
Damaged, Incorrect, Or Missing Items
If your order arrives damaged, incorrect, incomplete, or with a product concern, please contact us as soon as possible.
To help us review the issue quickly, please provide:
- Order number
- Product name
- Quantity affected
- Clear photos of the product
- Photos of the packaging if needed
- A brief description of the issue
Once we receive the information, our team will review the situation and provide a suitable solution. Depending on the case, this may include return approval, refund support, replacement assistance, or another appropriate resolution.
Return Support
Bien supports a 60-day return policy and offers free returns for eligible items.
To request a return, please contact our support team before sending any item back. Returns should be approved by Bien before they are shipped back.
Eligible returned items should generally be unused, undamaged, and in proper condition unless the return is related to a verified product issue, incorrect item, or damage during delivery.
Items returned without prior approval may not be accepted or may take longer to process.
Refund Support
After a return or refund request has been reviewed and approved, refunds are usually processed within 5 to 10 days.
Refunds are generally issued back to the original payment method used when placing the order. The exact time for the refund to appear may depend on the payment provider, bank, or financial institution.
All prices and refunds are processed in USD.
Wholesale Customer Support
Bien is built for wholesale buyers who purchase drinkware for resale, retail display, online sales, gifting businesses, and commercial use.
We understand that wholesale customers often need reliable product availability, clear communication, and efficient order handling. Our team works to support wholesale buyers with practical service and clear policy guidance.
For larger orders, repeat purchasing, product sourcing questions, or business cooperation, customers may contact us at support@cpsbien.com.
Customer Responsibilities
To help us provide better service, customers are responsible for providing accurate order information, including shipping address, contact details, product selection, and order quantity.
Customers should review all order details before completing payment. If any information is incorrect, please contact us immediately.
Bien is not responsible for delays, failed delivery, or order issues caused by incorrect or incomplete information provided by the customer.
Response Time
Our customer service team works to respond to customer inquiries as soon as possible.
Response time may vary depending on message volume, order complexity, product review requirements, or after-sales investigation needs. For issues involving damaged, incorrect, or missing items, additional review time may be needed after photos and order details are received.
We appreciate clear and complete communication, as it helps us resolve requests more efficiently.
Product Use Guidance
Bien drinkware products should be used according to their intended purpose.
Glass cups should be handled carefully to avoid breakage. Thermos cups and plastic water bottles should be cleaned, stored, and used properly. Customers should avoid misuse, excessive impact, unsuitable liquids, or improper heating methods unless specifically stated in the product information.
If you have questions about product use or care, please contact our support team before use.
Policy Connection
This Customer Service Policy works together with our Shipping Policy, Refund Policy, Privacy Policy, and other website policies.
By placing an order on cpsbien.com, customers agree to follow the service process and policy terms provided by Bien.
Contact Us
For customer service, wholesale inquiries, order support, shipping questions, returns, refunds, or product concerns, please contact us:
Email: support@cpsbien.com
Website: cpsbien.com
- Choosing a selection results in a full page refresh.