Contact Us
Contact Us
We’re Here to Help
Tenuella is an online kitchenware and tableware store operated by Luzhou Jingyunyang Trading Co., Ltd.
If you have a question about a product, an existing order, payment, shipping, delivery, tracking, return, refund, or another matter related to a Tenuella purchase, please contact our Customer Support team.
We’re happy to help you find the information you need.
Customer Support
Email:
support@tenuella.com
Phone:
+86 156 7226 4121
Customer Support Hours:
Monday–Friday, 9:00 AM–5:00 PM Eastern Time (ET)
We aim to respond to customer enquiries within 1 business day during our regular support schedule.
Response times may be longer during weekends, public holidays, promotional periods, or periods of unusually high customer-service volume.
If you are waiting for an email from us, please also check your spam or junk folder.
Help With an Existing Order
If your question relates to an order you have already placed, please include:
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Your full name;
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Your order number;
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The email address used to place the order; and
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A short description of your question or issue.
Providing these details helps us locate your order and assist you more efficiently.
For privacy and security reasons, we may ask you to confirm additional order information before discussing certain account, payment, or order details.
Shipping and Tracking
Once your order has shipped, tracking information will be provided when available for the applicable shipment.
You can use the tracking number included in your shipping confirmation to follow your package through the carrier’s tracking service.
For supported shipments, you may also use the third-party tracking service:
17TRACK
https://www.17track.net/en
Please note that 17TRACK is an independent third-party tracking service and is not operated by Tenuella.
Tracking information may not become active immediately after a shipping label is created. Carrier systems may also experience temporary delays between tracking updates.
If your tracking information has not updated for an extended period, or you believe there may be a problem with your shipment, please contact:
Please include your order number and tracking number where available.
For complete information about order processing, shipping, delivery, tracking, delays, lost packages, and related matters, please review our Shipping & Delivery Policy.
Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it, we recommend checking:
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Around the delivery location;
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With other members of your household;
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With neighbors where appropriate;
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With building management, reception, or your mailroom; and
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Any delivery photograph or notification provided by the carrier.
If you are still unable to locate the package, contact us at:
Please include your order number and tracking information so we can review the situation.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order after delivery.
If an item arrives damaged, defective, incorrect, incomplete, or materially different from what you ordered, contact us as soon as possible at:
Please provide:
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Your order number;
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A brief description of the issue;
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Clear photographs of the affected product;
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Photographs of the packaging where relevant; and
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Any other information that may help us understand the issue.
Our Customer Support team will review the information and provide the appropriate next steps in accordance with our Return & Refund Policy and applicable consumer rights.
Returns and Refunds
If you would like to request a return or have a question about a refund, please review our Return & Refund Policy before sending any product back.
To start a return request, contact:
Please include your order number, the item involved, and the reason for your request.
Important Return Address Information
Please do not send a product to our registered business address unless Tenuella Customer Support specifically instructs you to do so.
Our registered business address is not automatically our return address.
Approved returns must be sent to the return destination provided in the return instructions you receive from us. The applicable return location may vary depending on the product, fulfillment arrangement, or destination.
Sending a product to an address that has not been provided or approved for your return may result in processing delays.
Our Return & Refund Policy contains the complete rules for:
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Return eligibility;
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Return request periods;
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Product-condition requirements;
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Return shipping responsibility;
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Damaged, defective, or incorrect products;
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Return inspection;
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Refund processing;
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Exchanges; and
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Non-returnable items, where applicable.
Order Changes and Cancellations
If you need to request a change or cancellation, contact us as soon as possible after placing your order:
Please include your order number and clearly explain the change you are requesting.
We will make reasonable efforts to help, but orders may begin processing shortly after they are placed.
We cannot guarantee that an order can be changed or canceled after fulfillment has begun or after the package has been transferred to a shipping carrier.
Once an order has shipped, the applicable return process will generally apply.
Any cancellation rights that cannot legally be excluded remain unaffected.
Product Questions
If you have a question about a Tenuella product before placing an order, please contact us.
For example, we can help you locate information concerning:
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Product dimensions;
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Materials;
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Color or finish;
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Included components;
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Intended use;
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Care instructions;
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Product-specific compatibility; and
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Other information shown on the product page.
When contacting us about a product, please include the product name or product page link whenever possible.
Tenuella currently offers kitchenware and tabletop products including serving trays, placemats, coasters, and related dining and serving accessories.
Product specifications vary by item, so please review the individual product page before purchasing.
Product Care and Use
If you are unsure whether a particular product is suitable for a specific use, please contact us before using it in that way.
Do not assume that every Tenuella product is:
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Dishwasher safe;
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Microwave safe;
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Oven safe;
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Freezer safe;
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Heat resistant;
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Waterproof; or
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Suitable for direct food contact.
These characteristics apply only when they are specifically stated on the relevant product page, packaging, or product instructions.
Frequently Asked Questions
Our FAQ may provide quick answers to common questions about:
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Orders;
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Payments;
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Shipping and delivery;
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Tracking;
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Order changes and cancellations;
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Returns and refunds;
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Damaged or incorrect items; and
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Product information.
If you still need help after reviewing the FAQ, please contact our Customer Support team at:
Business Enquiries
For supplier, partnership, commercial, or other general business enquiries, please contact:
Where appropriate, include “Business Inquiry” in the subject line so your message can be identified correctly.
Company Information
Brand: Tenuella
Legal Company Name: Luzhou Jingyunyang Trading Co., Ltd.
Company Registration Number (Unified Social Credit Code):
91510504MAK3H04A6L
Registered Address:
No. 5, Building 3, No. 50, Section 2, Changjiang Road, Luohan Subdistrict, Longmatan District, Luzhou, Sichuan Province, China
Customer Support Email:
support@tenuella.com
Telephone:
+86 156 7226 4121
Website:
www.tenuella.com
Tenuella is operated by Luzhou Jingyunyang Trading Co., Ltd., which is responsible for operating the Tenuella online store and providing customer support for purchases made through www.tenuella.com.