FAQs
Frequently Asked Questions
Welcome to the Tenuella Frequently Asked Questions page.
Tenuella is an online kitchenware, tableware, serving, and tabletop accessories store operated by YINJIAWEI INC, a Colorado corporation in the United States.
This FAQ provides general information about products, orders, payments, shipping, returns, refunds, and customer support.
For complete terms that apply to your purchase, please also review our:
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Terms of Service;
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Shipping & Delivery Policy;
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Return & Refund Policy;
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Privacy Policy; and
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Your Privacy Choices page.
About Tenuella
1. What is Tenuella?
Tenuella is an online store focused on kitchenware, tableware, serving accessories, placemats, coasters, trays, and related tabletop products for everyday home, dining, and serving use.
Our product assortment may include:
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Wooden serving trays;
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Round and rectangular serving trays;
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Irregular and decorative wooden trays;
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Woven placemats;
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Jute placemats;
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Embroidered placemats;
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Imitation-leather placemats;
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Fabric-texture placemats;
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Coasters; and
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Related kitchen, dining, and tabletop accessories.
Our product assortment may change as products are added, updated, restocked, or discontinued.
2. Who operates Tenuella?
Tenuella is operated by:
YINJIAWEI INC
Colorado Corporation
Colorado Entity ID: 20251285601
Principal Business Address:
10 Crestaloma Dr
Pueblo, CO 81005
United States
Customer Support Email:
support@tenuella.com
Phone:
+1 404-964-4740
Website:
https://tenuella.com
Tenuella is the store and brand name used on the Site, while YINJIAWEI INC is the legal entity responsible for operating the Tenuella online store.
Products
3. What types of products does Tenuella sell?
Tenuella primarily offers kitchenware, tableware, serving, dining, and tabletop accessories.
Our current assortment may include products such as:
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Wooden serving trays;
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Decorative serving trays;
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Woven and jute placemats;
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Embroidered placemats;
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Imitation-leather placemats;
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Fabric-texture placemats;
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Coasters; and
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Related kitchen and dining accessories.
Please review the individual product page for the most accurate information about a specific item.
4. Where can I find product materials, dimensions, and specifications?
The individual product page is the main source of information for each item.
Depending on the product, the page may include:
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Material;
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Dimensions;
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Shape;
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Color or finish;
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Available variants;
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Package contents;
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Intended use;
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Care information;
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Product-specific features; and
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Other relevant specifications.
Please review these details carefully before purchasing.
If you need clarification about a specific product, contact:
Please include the product name or product-page link.
5. Can wooden products vary in color, grain, or appearance?
Yes.
Wood is a natural material and may show reasonable variation in:
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Grain;
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Tone;
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Texture;
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Pattern; and
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Finish.
Two products of the same design may therefore not look completely identical.
Minor natural variation does not necessarily mean that a product is defective.
Please rely on the written product specifications for important details such as dimensions, material, and intended use.
6. Can woven or handmade-style products vary slightly?
Yes.
Woven, embroidered, textile-style, and similar products may show small reasonable differences in:
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Weave;
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Stitching;
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Pattern placement;
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Texture;
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Shape; or
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Finish.
Such differences may result from the material, construction method, or normal production tolerances.
A product that materially differs from the item ordered should be reported to Customer Support.
7. Can product colors look different from the website photos?
Minor differences may occur because of:
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Screen settings;
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Display brightness;
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Photography lighting;
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Viewing angle;
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Natural material characteristics; and
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Normal production variation.
We make reasonable efforts to present product images accurately.
For important specifications, please rely on the written product information shown on the product page.
8. Are all Tenuella products safe for direct food contact?
Not necessarily.
Tenuella sells different types of kitchen, serving, dining, and tabletop products made from different materials.
A product should only be treated as suitable for direct food contact when that use is specifically stated on the relevant product page, product packaging, or instructions.
If direct food-contact suitability is not clearly stated, please do not assume that the product has been designed or tested for that purpose.
If you are unsure, contact us before use.
9. Are all products dishwasher safe, microwave safe, oven safe, or heat resistant?
No.
These characteristics depend on the individual product and material.
Do not assume that a 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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Suitable for direct flame;
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Waterproof; or
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Suitable for very hot cookware
unless the relevant product page or product instructions specifically state that the use is appropriate.
Product-specific instructions should always be followed.
10. How should I care for wooden trays?
Care instructions can vary depending on the wood, surface treatment, finish, and intended use.
Please follow the specific care information provided on the product page or with the product.
Unless the applicable instructions state otherwise, wooden products should not automatically be assumed to be suitable for:
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Prolonged soaking;
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Dishwashers;
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Microwaves;
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Ovens;
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Open flames; or
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Extreme heat.
If you are uncertain about cleaning or using a particular tray, contact us before use.
11. How should I care for placemats and coasters?
Care requirements depend on the product material.
Tenuella may offer placemats and coasters made from materials such as:
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Jute;
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Woven fibers;
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Embroidered materials;
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Fabric-texture materials;
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Imitation leather;
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Wood; or
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Other materials identified on the product page.
Please follow the specific care instructions for the product.
Do not assume that every placemat or coaster is machine washable, dishwasher safe, heat resistant, or waterproof unless clearly stated.
Orders
12. Do I need an account to place an order?
You may place an order using the checkout options currently available on the Site.
If guest checkout is available, you may complete a purchase without creating an account.
If customer-account features are available, those features may provide additional order-management functionality.
Please follow the options shown during checkout.
13. How do I know whether my order was successfully placed?
After a successful order submission, you should normally receive an order confirmation at the email address provided during checkout.
Please review the confirmation carefully and verify:
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Customer name;
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Shipping address;
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Products ordered;
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Variants;
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Quantities;
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Shipping charge;
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Discounts; and
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Order total.
If you do not see the confirmation, check your spam or junk folder.
If you still cannot locate it, contact:
14. Can I change my order after it has been placed?
If you need to request a change, contact us as soon as possible at:
Please include your order number and explain the requested change.
We will make reasonable efforts to help, but changes cannot be guaranteed after:
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Fulfillment has begun;
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The order has been packed; or
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The shipment has been transferred to a carrier.
15. Can I cancel an order?
If you would like to request a cancellation, contact:
as soon as possible after placing the order.
Orders may begin processing shortly after submission, so cancellation cannot always be guaranteed once fulfillment has begun.
Once an order has shipped, the applicable return procedure will generally apply.
Any mandatory cancellation rights available under applicable law remain unaffected.
16. What should I do if I entered the wrong shipping address?
Contact us as soon as possible at:
Please provide:
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Your name;
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Order number;
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Incorrect address; and
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Correct address.
We will make reasonable efforts to update the information before fulfillment progresses too far.
We cannot guarantee that an address can be changed after the shipment has entered the carrier network.
Customers are responsible for providing complete and accurate shipping information during checkout.
Payments
17. What payment methods does Tenuella accept?
The payment methods currently available for your order will be shown during checkout.
Available options may vary depending on:
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Country or region;
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Currency;
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Device;
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Transaction amount; and
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Payment-provider availability.
Please rely on the payment methods actually displayed during checkout.
18. Is Tenuella checkout powered by Shopify?
Yes.
The Tenuella online store is powered by Shopify, which provides ecommerce technology supporting functions such as the shopping cart, checkout, order management, security, and related commerce services.
Payments may be processed through Shopify and authorized third-party payment providers.
19. Does placing an order enroll me in a subscription?
Ordinary Tenuella product purchases are treated as one-time purchases unless a recurring or subscription option is clearly disclosed before checkout.
An ordinary product purchase does not by itself authorize recurring billing.
If Tenuella introduces a subscription or recurring-payment option in the future, the price, billing frequency, cancellation conditions, and other important terms will be disclosed before the customer agrees to the recurring transaction.
20. What currency will I be charged in?
The currency applicable to your order will be displayed on the Site or during checkout before payment.
If your bank or payment account uses another currency, your financial institution may perform currency conversion and may charge its own conversion or international transaction fees.
Such third-party fees are controlled by the applicable financial institution, not Tenuella.
Shipping & Delivery
21. Where does Tenuella ship?
Tenuella offers worldwide shipping to destinations supported by our checkout and fulfillment services.
If a particular destination cannot be supported, checkout may prevent completion of the order or we may contact the customer if the limitation is identified after order submission.
Please review our Shipping & Delivery Policy for complete shipping information.
22. How much does shipping cost?
Our standard shipping rule is:
Orders under US$39.00:
US$5.99 standard shipping
Orders of US$39.00 or more:
Free standard shipping
The shipping charge that applies to your specific order will be displayed during checkout before payment.
23. Do you offer free shipping?
Yes.
Tenuella currently offers free standard shipping on qualifying orders of US$39.00 or more.
Orders below US$39.00 are charged US$5.99 standard shipping.
Any separate promotion that changes these conditions will be clearly presented where applicable.
24. How long does order processing take?
Our standard order processing period is generally:
1–3 business days
after payment authorization and order acceptance.
Processing time is separate from shipping transit time.
Processing may involve:
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Payment verification;
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Order checks;
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Inventory confirmation;
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Product preparation;
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Packaging; and
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Transfer to the shipping carrier.
25. How long does delivery take?
Estimated carrier transit times are generally:
United States and Canada:
2–4 weeks
Australia and New Zealand:
2–4 weeks
United Kingdom and Europe:
2–4 weeks
Other supported destinations:
2–5 weeks
These estimates refer to carrier transit time after order processing.
The standard 1–3 business day processing period is separate from transit time.
Delivery estimates are not guaranteed delivery dates unless expressly stated otherwise.
Actual delivery time may be affected by customs, carrier operations, weather, holidays, transportation disruptions, local delivery conditions, or other circumstances outside our reasonable control.
26. Where are orders shipped from?
Orders may be fulfilled from available logistics or fulfillment facilities based on factors such as:
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Product availability;
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Inventory location;
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Delivery destination; and
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Fulfillment arrangements.
The shipping origin is therefore not necessarily the same as the principal business address of YINJIAWEI INC.
Products from the same order may occasionally be shipped separately.
27. Can one order arrive in multiple packages?
Yes.
Products in the same order may occasionally be fulfilled separately.
You may therefore receive:
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Multiple packages;
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Multiple tracking numbers; or
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Packages delivered on different dates.
If you receive only part of your order, please review all available shipping confirmations and tracking information before reporting an item as missing.
28. How can I track my order?
When tracking is available, tracking information will normally be provided after your order has shipped.
Tracking information may not update immediately after the shipping label is created or when the package first enters the carrier network.
If you believe your shipment is materially delayed, contact:
Please include your order number and tracking information where available.
29. Why has my tracking information stopped updating?
Temporary gaps between tracking events can occur.
Possible reasons include:
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Movement between carrier facilities;
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Customs processing;
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Local carrier operations;
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Weekends or holidays;
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Transportation delays; or
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Temporary carrier-system delays.
A temporary lack of tracking updates does not necessarily mean the package has been lost.
If tracking has not updated for an unusually long period, contact Customer Support.
30. What should I do if tracking says “delivered” but I cannot find the package?
First, check:
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Around the delivery location;
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With other household members;
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With neighbors where appropriate;
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Building reception or management;
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Mailroom or parcel-storage areas; and
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Any delivery photograph or notice supplied by the carrier.
If you still cannot locate the package, contact:
Please include your order number and tracking information.
We will review the available information and assist with the appropriate next steps.
31. Are customs duties or import taxes included?
International orders may be subject to customs procedures, import duties, taxes, or other charges imposed by the destination country.
Where Tenuella collects an applicable tax, duty, or similar amount during checkout, it will be shown before payment where required.
Where a government charge is not collected by Tenuella, the recipient may be responsible for charges imposed by the applicable customs or tax authority, subject to applicable law.
Please review our Shipping & Delivery Policy for more information.
Damaged, Incorrect, or Missing Items
32. What should I do if my product arrives damaged or defective?
Please inspect your order after delivery.
If an item arrives damaged or defective, contact:
Please provide:
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Order number;
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Product involved;
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Description of the issue;
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Clear photographs of the product; and
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Photographs of packaging or shipping label where relevant.
We will review the issue and provide the appropriate next steps under our Return & Refund Policy and applicable consumer law.
33. What should I do if I receive the wrong product?
Contact:
Please provide:
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Order number;
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Product ordered;
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Product received;
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Clear photographs of the product; and
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Photographs of relevant labels or packaging where appropriate.
If we confirm that the wrong item was sent, we will provide an appropriate resolution.
34. What should I do if an item is missing?
First check whether your order was divided into multiple shipments.
If all expected packages have arrived and an item is still missing, contact:
Please include:
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Order number;
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Missing product;
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Available tracking information; and
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Photographs of the received package and contents where relevant.
Returns & Refunds
35. What is Tenuella’s return window?
Eligible products may be returned within:
30 calendar days after delivery
subject to the eligibility requirements stated in our Return & Refund Policy.
For a preference-based return, products should generally be unused, in their original condition, and include original packaging and components where reasonably applicable.
Mandatory consumer rights remain unaffected.
36. How do I request a return?
To request a return, contact:
Please provide:
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Your full name;
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Order number;
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Product you would like to return;
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Reason for the return; and
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Photographs where relevant.
Please contact us before shipping anything back.
If your return is approved, we will provide the applicable return instructions and return destination.
37. Where should I send a return?
Please do not send a product back before receiving return instructions from Tenuella Customer Support.
The principal business address of YINJIAWEI INC is:
10 Crestaloma Dr
Pueblo, CO 81005
United States
However, this address is not automatically the return warehouse for every order.
The appropriate return destination may depend on the product, fulfillment arrangement, or order.
If your return is approved, we will provide the correct return destination.
Do not send returned merchandise to the principal business address unless Customer Support specifically confirms that it is the correct location for your return.
38. Who pays for return shipping?
For an eligible preference-based return, such as a change of mind or ordering the wrong item, the customer is generally responsible for return shipping unless applicable law requires otherwise.
If Tenuella confirms that the product arrived:
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Damaged;
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Defective;
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Incorrect; or
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Materially different from what was ordered,
we will provide the appropriate resolution.
Where a physical return is required because of a confirmed product, fulfillment, or Tenuella error, return-shipping responsibility will be handled as stated in our Return & Refund Policy.
39. When will I receive my refund?
Once an approved return has been received and inspected, Tenuella will issue the applicable refund to the original payment method within 5 business days.
After Tenuella issues the refund, your bank, card issuer, PayPal service, or other payment provider may require additional time to post the funds to your account.
Payment-provider processing time is outside Tenuella's direct control.
40. Are original shipping charges refundable?
For preference-based returns, original outbound shipping charges are generally not refundable unless applicable law requires otherwise.
Different rules may apply where an order is affected by a damaged, defective, incorrect, missing, or otherwise non-conforming product.
Please review our Return & Refund Policy for complete information.
41. Can I exchange a product?
Direct exchanges may not always be available.
If you want another product, color, style, or variant, contact:
If a direct exchange cannot be processed, you may be asked to complete an eligible return and place a separate order for the preferred product.
Mandatory rights relating to defective or non-conforming goods remain unaffected.
Promotions
42. How do Tenuella discounts and promotions work?
Tenuella may occasionally offer legitimate:
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Product discounts;
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Promotional codes;
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Quantity-based offers;
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Bundles;
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Free-shipping offers; or
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Other promotions.
Important conditions may include:
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Eligible products;
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Minimum purchase amount;
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Eligible destinations;
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Promotion period;
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Quantity requirements; or
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Usage restrictions.
The offer actually applied to your purchase should appear in your cart or checkout before payment.
43. Does Tenuella use fake countdowns or false stock warnings?
Tenuella does not intend to use fabricated countdown timers, fake purchase notifications, false stock warnings, or artificial urgency to pressure customers into purchasing.
Product availability and promotional information should reflect legitimate store conditions.
Privacy
44. How does Tenuella use my personal information?
Tenuella uses personal information for legitimate purposes such as:
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Processing orders;
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Processing payments;
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Arranging fulfillment;
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Shipping products;
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Providing customer support;
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Preventing fraud;
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Maintaining Site security;
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Operating the Site;
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Analytics; and
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Advertising and measurement where permitted.
Please review our Privacy Policy for complete information.
45. Does Tenuella use cookies or advertising technologies?
The Site, Shopify, and service providers supporting Tenuella may use cookies, pixels, scripts, tags, and similar technologies.
Depending on the technology, these may support:
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Essential Site operation;
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Shopping-cart functionality;
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Checkout;
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Security;
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Analytics;
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Advertising measurement; and
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Other permitted purposes.
Where required by applicable law, privacy and consent choices relating to non-essential technologies will be provided.
Please review our Privacy Policy and Your Privacy Choices page.
46. Does Tenuella use AppLovin?
Tenuella uses or may enable AppLovin in connection with advertising, attribution, campaign measurement, optimization, fraud prevention, and related advertising services.
Where AppLovin technologies are enabled, information may be collected or shared in accordance with our Privacy Policy, applicable law, and applicable privacy choices.
For complete information, please review the AppLovin section of our Privacy Policy.
Customer Support
47. How can I contact Tenuella?
For questions about products, orders, payments, shipping, tracking, returns, refunds, privacy, or other customer-service matters, contact:
Email:
support@tenuella.com
Phone:
+1 404-964-4740
Website:
https://tenuella.com
When contacting us about an existing order, please include your order number whenever possible.
Company Information
Brand / Store Name:
Tenuella
Legal Operator:
YINJIAWEI INC
Entity Type:
Colorado Corporation
Colorado Entity ID:
20251285601
Principal Business Address:
10 Crestaloma Dr
Pueblo, CO 81005
United States
Customer Support Email:
support@tenuella.com
Customer Support Phone:
+1 404-964-4740
Website:
https://tenuella.com
Tenuella is operated by YINJIAWEI INC, the legal entity responsible for operating the Tenuella online store and providing customer support for purchases made through tenuella.com.