Order Dispatch/Returns
Your parcel will be processed and handed over to the carrier within 48 hours of us receiving your order!However, based on processing efficiency over the last 6 months, shipments are generally made within 24 hours!
You can refer to the shipping timeframe on the order checkout page; Generally speaking, it takes 5-7 days to ship in Asia Europe is in 7-12 days
USA is in 7-10 days (some items are in stock in the US warehouse, the timeframe will be shortened to 3-5 days)
You can click on ‘Order Tracking’ and enter your order number and email/telephone number to self-check the logistics progress!*After you have completed your purchase, you will receive an order email containing your order number!In addition, you will also receive a shipping notification email after we ship your order, click on the link to check the shipping status of your order!
It is our obligation to provide you with the logistics number and tracking information!
Within 48 hours of your successful purchase, we will provide you with the shipping slip number and tracking link!
You can contact customer service to apply for a return or exchange within 30 days from the time you purchase our products! However, the shipping costs need to be borne by you! If you need to return a product due to product problems (e.g. product quality problems, wrong goods) all costs incurred in the middle of the process will be borne by TENERA!
You can request a return or exchange within 30 days of submitting your order, but if it's because you don't like it or want to exchange it for a different bag, the shipping costs and customs fees to send it back are your responsibility! You can cancel your order for free if it is not shipped at the time it is placed!
When applying for a return, please contact customer service, you need to provide the following information;
Your order number:
Your name:
Your address:
Reason for return:
Then customer service will be based on your actual situation to develop a return refund process, you need to cooperate with customer service operations!
Refunds will be returned directly to your paid account in the original way, when you apply for a refund, we will review your order and refund operation within 12 hours, the general refund will be in 2-7 working days to the account (the specific time is determined by the payment platform)
Of course! If you need to cancel your order, please contact customer service in time to avoid additional costs!
Payment Related
We support most credit card payments worldwide, Apple pay, Google pay, Shop pay, PayPal, and very many local payment methods!
If your payment fails, you can try to pay again or try again with another card and another payment method!
Our prices are inclusive of taxes in your country.
We use payment service providers with legitimate licences around the world to ensure the safety of both of our properties, and we do not have access to your credit card information! You can pay with confidence!