Frequently Asked Questions

Contact Questions

1. How can I contact BenStore.com.ph?

Ordering

Our website operates 24/7 365 days a week and this is where you should place all orders. If you are having trouble with the website please see our ordering FAQ and make sure all your browser settings are correctly set. If you continue to experience problems you may call our customer service representative at (02) 512-5122 and place an order over the phone with one condition: it is the customer's responsibility to look over their email confirmation to make sure that the customer's information (shipping, contact, etc.) is correct and the parts in the email confirmation are what the customer intended to order and contact us right away (before product is shipped) if any errors are found or if no email confirmation is received.

Requesting an RMA (Return Merchandise Authorization)

Log into your account from using your email address and password. Then select "Order History and Details" from the list of options then select "Details" for the particular order you want to initiate a return. 

BenStore.com.ph phone numbers

(02) 512-5122 - Sales phone number
(0905) 216-9035 - Globe Subscribers
(0939) 518-4000 - Smart Subscribers

Getting updates on your RMA

Please view your current outstanding RMAs from the "My Returns" menu from your account. If you should see that no updates has occurred in several days then please email support@benstore.com.ph to inquire about the RMA in more detail.

E-Mailing BenStore.com.ph

Most sales related questions can be directed at sales@benstore.com.ph.

Website related issues

Please email support@benstore.com.ph.

Store Hours

BenStore PC is open Monday thru Saturday from 9:00AM to 6:30PM excluding National Holidays.

Technical Support

Please call or email the manufacturer of the merchandise you are buying or bought for any technical support issues. Customers may email support@benstore.com.ph to obtain manufacturer contact information if they are unable to find it.

Complaints

If you should find any aspect of your purchase experience to be less than satisfactory please let us know. We are here to help our customers in anyway within reason instead of them going away unhappy. Please email support@benstore.com.ph with the word Complaint and your order number in the email subject.

2. Can I come and pick up my order at a physical location?

Yes, we have a pick up location at Felix Huertas street Sta Cruz Manila, Metro Manila and we do meet ups at SM San Lazaro.

3. What information does BenStore.com.ph need when I call, e-mail, or fax?

Please provide the following: Sales Reference Number, Full Name, and/or RMA number.


Shipping Questions

1. My tracking number is not valid. What should I do?

For most carriers the tracking number is not valid until it arrives at a central hub or sometimes a driver fails to scan all the packages. This will result in a tracking number that appears to be invalid for a short duration of time. Please wait at least a day or two to see if all the items can be tracked. If not give us a call and we will begin a tracer on the package(s).

2. Does BenStore.com.ph ship nationwide?

Yes, we do ship nationwide.

3. The carrier has my package but it’s not delivered yet. What should I do?

Please contact the carrier directly for the most up to date status and estimated delivery time and make arrangements to be present when it arrives. If the package is on hold for any reason please contact the carrier to find the reason and possible remedy

4. What should I do if merchandise arrives damaged?

If you can see that the package is damaged before receiving it then immediately tell the driver you do not want to receive this package and show them the damage or if they left it you have a couple of days of grace period (2-3 days at most) to file a damage claim with the carrier. If the package looks suspicious or appears to have been tampered with you can tell the driver to wait while you inspect the contents. Be sure to call BenStore.com.ph at (02)512-5122 to give us the claim number as soon as you can.

5. Will BenStore.com.ph pay for the return shipping of defective items?

BenStore.com.ph is not responsible for manufacturing defects and we have no control over them. We simply obtain merchandise from distributors and ship them out to our customers. The same principle applies when you buy from a local store from Malls. Even if the merchandise is defective, local store will not reimburse you for the time and gas spent to drive back to the store for returns nor will it send out a driver to pick up the defective merchandise. That said, you can however expect the return to be as hassle free as possible when you buy from BenStore.com.ph.

6. Can BenStore.com.ph reroute the package or have it be held at a shipping facility?

In order to prevent fraud we will not allow packages to be held at shipping facilities any more. For the same reason packages cannot be rerouted and all packages must be shipped to designated addresses per the invoice.

7. I think an item is missing from my order. What should I do?

Check the number of tracking numbers for your order. Make sure all the packages have arrived. If so and you still have missing parts then please check the packing material carefully as small parts are easily lost in package material. Also look inside the various internal packaging as we sometimes put memory inside the motherboard box or mount the CPU on the motherboard if it is an OEM CPU. Finally, if you are still missing parts then please call BenStore.com.ph right away at (02)512-5122 and we will conduct a review of your order with the warehouse.


Payment Questions

1. Which methods of payment does BenStore.com.ph accept?

BenStore.com.ph accepts: Cash, Bank Deposit,  Paypal, Visa, MasterCard, Personal Check, and Manager Check (All checks must be cleared our bank account before merchandise ships, even Manager's Checks)

2. Does BenStore.com.ph accept Purchase Orders?

BenStore.com.ph does not accept purchase orders in general as a method of payment but will reference purchase orders for your convenience.

3. Why does BenStore.com.ph have such a stringent verification process? Many other online companies I buy from never require address or email verification.

Computer parts by their nature are extremely easy to resell and the average ticket price is quite high leading to extremely high fraud rates. For the sake of credit card holders and for our own protection BenStore.com.ph has in place the strongest measures in any business against fraud. To begin with we ship only to credit card billing address or alternate shipping addresses that are actually listed with the credit card issuing institution. We also work with local and federal law enforcement agencies when we detect fraud being committed within our network.

4. I think I entered the wrong credit card information. What should I do now?

Please call our customer service right away at (02)512-5122 and correct the wrong information. Wrong credit card information will result in an order being put on hold. The customer will then get an email informing that there are billing problems. Alternatively you can place another order and cancel the original order with the wrong information. Please check your account information carefully to avoid having duplicate orders.

5. Why was my credit card declined when I know the credit and or money is available in the card?

There are many scenarios under which a card can be declined. It may be due to wrong card number, wrong expiration date, daily transaction limits, insufficient funds, or random security checks by the credit card issuer. When this happens, the cardholder needs to contact the bank directly to find out why it happened and correct the problem.

6. Does BenStore.com.ph have any idea why my credit card is declined?

The card issuer never tells BenStore.com.ph or any other company the reasons for decline for privacy reasons. All BenStore.com.ph knows is that the card was declined. Please call the card issuer to find out why and call or email when we can attempt to charge again.

7. Is the BenStore.com.ph website secure and what is the security used?

Most definitely, we encrypt all personal and financial information using 128-bit encryption technology and through our secure sever. Once the information is received only trusted and authorized BenStore.com.ph employees will be able to view and process your information. We take every step to safeguard our customer's information.


Ordering Questions

1. Which methods of payment does BenStore.com.ph accept?

BenStore.com.ph accepts: Cash, Bank Deposit,  Paypal, Visa, MasterCard, Personal Check, and Manager Check (All checks must be cleared our bank account before merchandise ships, even Manager's Checks)

2. How long does it take before BenStore.com.ph ships out my order?

Order processing usually occurs within 1 - 3 business day. That includes verification of addresses, internal stock transfer, packing, and shipping. If unit/s is an order basis only or backordered processing can take a few more days.

3. What happens when a part of the order is backordered?

If an item is found to be out of stock after the order is placed BenStore.com.ph will ship the parts of the order that are available. The back ordered items would be shipped as they become available. Customers will not be charged additional shipping or handling fees for back ordered items.

4. How do backorders occur?

Because no store has infinite supply of parts there are bound to be times when certain products run low on supply. When this happens and too many people are ordering the same item a backorder will occur. For the very popular products or allocated items it could be as little as half an hour before our supply runs out.

5. Can I only order from BenStore.com.ph online?

In general, yes. Our website operates 24/7 365 days a week and this is where you should place all orders. If you are having trouble with the website please see our ordering FAQ and make sure all your browser settings are correctly set. If you continue to experience problems you may call our customer service representative at (02)512-5122 and place an order over the phone with one condition: it is the customer's responsibility to look over their email confirmation to make sure that the customer's information (shipping, contact, etc.) is correct and the parts in the email confirmation are what the customer intended to order and contact us right away (before product is shipped) if any errors are found or if no email confirmation is received.

6. I cannot order online, what can be wrong?

We test our website thoroughly so it's rare that customers have ordering problems. If they do it is often due to one of the following problems:

Cookies not enabled.
The computer you are using is behind a firewall and it's blocking our site, in which case you'd need to contact your network administrator for help.
The system clock on your system is not set correctly.
Your browser is older than Microsoft Internet Explorer 5.1.

7. I think I made a duplicate order. What should I do?

Log into your account and see how many orders you have outstanding. Sometimes our server has received the order but the instant confirmation was interrupted. Do not hit the submit button twice or you will have a duplicate order shipped to you. Besides check your account on the website, you can also call us during regular business hours and we will look it up for you.

8. I did not receive an email confirmation. Did my order go through?

This can be answered either by logging into your account from our website and viewing outstanding orders or you can call us during regular business hours and we can look it up for you.

9. I looked at my order status online and it says the order is cancelled. Why?

BenStore.com.ph will cancel orders that have wrong price, inconsistent description, or items sold that are end of life (EOL) and no longer available. When this happens, customers are automatically emailed this information.

10. Can I get a customer service rep to physically grab a merchandise and describe it for me?

No, many of the products we carry are not stocked anywhere near the service reps and it's usually too busy to get the warehouse to bring a product from the warehouse. You can however email sales@benstore.com.ph to get clarification on features of the product, options, and more.

11. Can BenStore.com.ph guarantee that the product I buy is guaranteed to work with my system?

No, we carry for hundreds of products and there are infinite numbers of combinations possible. Our techs and support staff are very experienced but there is just no way for anyone to make that guarantee unless that combination has been thoroughly tested and validated by the manufacturer. It is for this reason that BenStore.com.ph reps are specifically forbidden to make promises of compatibility and refer all questions about compatibility to the manufacturer. We can however, offer general advise and "educated recommendation" based on experience and manufacturer specification or recommendation but the customer shall take these advise at their own risk.

12. Does BenStore.com.ph rent or sell my personal information? What is your privacy policy?

Never! We respect our customer's privacy and never rent or sell customer information. For our complete privacy policy please see the privacy policy page.

13. How can I cancel my order?

This can be done only if the order has not been shipped, has been under production, or special ordered from the supplier; otherwise, it's impossible to cancel the order.


Loyalty Program Questions

1. How can I earn points?

To thank our loyal customers, 1 point is given for every ₱100 spent on our store. 1 point is equivalent into ₱1

2. How can I redeem my points?

Points can be redeemed by locating and clicking the "My account" link found on the upper right portion of your screen. After you had login to your account, kindly click the "My Loyalty Point" tab and click "Convert Points into Voucher". The voucher can now be used during checkout as a form of discount for future purchases

Please take note that created voucher can only be redeemable 7 days after your order has been marked completed

3. Can I convert my points or voucher into cash?

No, vouchers nor points are convertible into cash

4. How come I see an error when I try to redeem my voucher?

Kindly check the validity period of the voucher on your "My Loyaty Point" page.

Please take note that created voucher can only be redeemable 7 days after your order has been marked completed

5. Can I combine multiple voucher from different accounts?

Unfortunately our system nor our loyalty rewards agents will allow multiple voucher from different accounts be consolidated into one voucher


Product Questions

1. Can BenStore.com.ph guarantee that the product I buy is guaranteed to work with my system?

No, we carry for hundreds of products and there are infinite numbers of combinations possible. Our techs and support staff are very experienced but there is just no way for anyone to make that guarantee unless that combination has been thoroughly tested and validated by the manufacturer. It is for this reason that BenStore.com.ph reps are specifically forbidden to make promises of compatibility and refer all questions about compatibility to the manufacturer. We can however, offer general advise and "educated recommendation" based on experience and manufacturer specification or recommendation but the customer shall take these advise at their own risk.

2. Can BenStore.com.ph special order items not listed on the website?

BenStore.com.ph may take special orders under certain conditions. Also if you have some ideas about new products for us to carry you can email sales@benstore.com.ph and we'll certainly evaluate all customer recommendations.

3. Can I get a specific version, revision or stepping on a product?

No, unless it is specifically specified on the product name. Product descriptions are for reference only and may contain mistakes. We can only promise to ship product as named.


Product Return (RMA) Questions

1. Do I have to have an RMA number in order to return a product to BenStore.com.ph?

Yes, customers must obtain a Return Merchandise Authorization (RMA) number within the applicable Return Policy Period and have it written clearly on the outside of the shipping box in order for BenStore.com.ph to receive the RMA. Remember that RMA numbers are valid only for 10 days within which our warehouse must receive the returned merchandise. After that RMA numbers will not be reissued or extended.

2. How do I obtain a Return Merchandise Authorization number (RMA#)?

We ask that all RMAs be requested online for maximum efficiency. Please log into your account and view your orders history. Next to each shipped order, there will be an option for "Return". Click on it and follow the on-line steps. If you have a special request, please give us a call at (632) 512-5122.

3. Does BenStore.com.ph pay the return shipping cost of defective items?

BenStore.com.ph is not responsible for manufacturing defects and we have no control over them. We simply obtain merchandise from distributors and ship them out to our customers. The same principle applies when you buy from a local store like within malls. Even if the merchandise is defective, local store will not reimburse you for the time and gas spent to drive back to the store for returns nor will it send out a driver to pick up the defective merchandise. That said, you could however expect the return to be as hassle free as possible when you buy from BenStore.com.ph.

4. I want credit or replacement but my RMA was denied. What is going on?

You can only get credit/replacement for defective item/s if you are within the applicable return period. If the return period had lapse, your only option is warranty service. If the item is defective within the return period we will almost always replace it unless it has physical damage (exceptions are monitor, software, and some other products which cannot be handled by us and must go back to the manufacturer.)

5. Can I exchange my RMA for a different item?

No, unless it is specifically specified on the product name. Product descriptions are for reference only and may contain mistakes. We can only promise to ship product as named.

6. When and why are restocking fees applied? How much is deducted when a return is subject to a restocking fee?

Restocking fee is 15% on all returns for refund (RMA Refund). We apply this 15% restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product. BenStore.com.ph does not support attempts to profit from price fluctuations.

7. Is it necessary to return each individual accessory when I send in a return? What should I include with my RMA?

Yes. It is very important customers return all original equipment, components, manuals, cables, documents and packaging (Original box must be kept in good condition) with your item in order for BenStore.com.ph to process your RMA. BenStore.com.ph cannot process RMA returns that are incomplete; incomplete RMAs will be notified and returned to you.