FAQs
Frequently Asked Questions
About Tenuella
1. What is Tenuella?
Tenuella is an online kitchenware and tableware store operated by Luzhou Jingyunyang Trading Co., Ltd.
Our store offers serving and dining products such as wooden serving trays, placemats, coasters, tabletop accessories, and other kitchen and dining essentials.
We aim to make shopping straightforward by providing clear product descriptions, practical product information, accessible customer support, and easy-to-find shipping, return, refund, and privacy policies.
Orders
2. Do I need an account to place an order?
No. You can place an order as a guest unless the checkout page specifically states otherwise.
If customer accounts are available, creating an account may make it easier to view eligible order information, review previous purchases, and manage certain account preferences.
An account is not normally required to complete a purchase.
3. How do I know if my order was placed successfully?
After your order is successfully submitted, you should receive an order confirmation at the email address you entered during checkout.
Please review the confirmation and make sure the following information is correct:
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Your name;
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Shipping address;
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Products ordered;
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Selected variants;
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Quantities; and
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Order total.
If you do not see the confirmation email, please check your spam or junk folder.
If you still cannot find it, contact us at:
Please include the name and email address used for the order.
4. Can I change or cancel my order?
If you need to request a change or cancellation, contact us as soon as possible at:
Please include your order number and clearly explain what you would like to change.
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.
5. 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 full name;
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Order number;
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The incorrect address; and
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The correct address.
If fulfillment has not progressed too far, we will make reasonable efforts to update the shipping information.
Once an order has entered fulfillment or has been transferred to a carrier, we cannot guarantee that the address can be changed.
Customers are responsible for providing complete and accurate shipping information during checkout.
Payments
6. What payment methods do you accept?
The payment methods currently available for your order will be displayed during checkout.
Available payment options may vary depending on your location, device, currency, and the payment services available for the transaction.
Please rely on the payment methods shown at checkout rather than payment logos or information displayed elsewhere on the Site.
7. Is checkout secure?
Tenuella is powered by Shopify and uses supported ecommerce and payment technologies to process orders.
Payment information is handled through Shopify and/or authorized payment providers. Sensitive payment details are transmitted using secure connections and are processed according to the security practices of the applicable payment provider.
Tenuella does not intentionally store complete payment-card numbers or card security codes on its own systems when those details are processed directly by an authorized payment provider.
No online system can be guaranteed to be completely secure, but reasonable measures are used to protect transaction and customer information.
8. What currency will I be charged in?
The currency applicable to your order will be shown on the Site and confirmed during checkout before you complete payment.
If your bank account or payment card uses a different currency, your bank, card issuer, or payment provider may perform a currency conversion and may charge an additional conversion or international transaction fee.
Tenuella does not control exchange rates or fees charged by your financial institution.
Shipping & Delivery
9. How long does order processing take?
Order processing and shipping transit are separate stages.
Before an order is transferred to a carrier, processing may include:
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Payment confirmation;
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Order verification;
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Product preparation;
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Packaging; and
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Fulfillment checks.
Our current processing timeframe is stated in our Shipping & Delivery Policy.
Processing may occasionally be affected by public holidays, promotional periods, unusually high order volume, payment or security reviews, or circumstances outside our reasonable control.
10. How long will delivery take?
Estimated delivery times depend on the destination and shipping service used.
Delivery may also be affected by:
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Carrier network conditions;
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Customs procedures;
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Local delivery operations;
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Weather;
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Public holidays;
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Transportation disruptions; and
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Other circumstances outside our reasonable control.
Please review our Shipping & Delivery Policy for the current estimated delivery time for your destination.
The shipping information shown during checkout also applies to your specific order.
Delivery estimates are not guaranteed delivery dates unless we expressly state otherwise.
11. How much does shipping cost?
Please review our Shipping & Delivery Policy for current shipping rates and any applicable free-shipping rules for the markets we serve.
The exact shipping charge available for your order will be shown before payment during checkout.
Shipping charges may depend on factors such as:
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Destination;
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Order value;
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Shipping method;
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Package size or weight; and
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Any applicable free-shipping or promotional conditions.
The amount displayed at checkout is the shipping charge that applies to that order.
12. Do you offer free shipping?
Free shipping may be available for certain destinations, order values, products, or promotions.
Any free-shipping offer is subject to the conditions stated in our Shipping & Delivery Policy or clearly displayed with the applicable offer.
Please check the shipping information shown during checkout before completing payment.
13. Where are orders shipped from?
The fulfillment location for an order may depend on the product and the fulfillment arrangement used for that order.
Please refer to our Shipping & Delivery Policy for current information about shipping origins and fulfillment arrangements.
The company's registered business address should not be assumed to be the warehouse or fulfillment location for every order.
14. How can I track my order?
Once an order has shipped, tracking information will be provided when tracking is available for the applicable shipment.
You can use the tracking number included in your shipping confirmation to follow your package through the relevant carrier.
For supported shipments, you may also use:
17TRACK
https://www.17track.net/en
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.
15. Why has my tracking information not updated?
Carrier tracking systems do not always update continuously.
A package may still be moving through the shipping network even when no new tracking event appears.
Temporary tracking delays may occur because of:
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Carrier processing;
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Transportation between facilities;
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Customs clearance;
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Local delivery operations;
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Weekends or public holidays; or
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High shipping volume.
If tracking has not updated for an unusually long period, contact:
Please include your order number and tracking number.
16. What should I do if my package is marked as delivered but I cannot find it?
If tracking shows that your package was delivered but you cannot locate it, please first check:
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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 or reception;
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Your mailroom or parcel collection area; and
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Any delivery photograph or notice provided by the carrier.
If you are still unable to locate the package, contact:
Please include your order number and tracking information so we can review the situation and provide the appropriate next steps.
17. Can products from the same order arrive separately?
Yes.
Products in the same order may occasionally be fulfilled separately.
This means you may receive:
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More than one package;
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More than one tracking number; or
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Packages arriving on different dates.
If you receive only part of your order, check your shipping confirmation and tracking information before reporting an item as missing.
Missing, Damaged, or Incorrect Orders
18. What should I do if an item is missing from my order?
First, check whether your order was divided into multiple shipments.
If all expected packages have arrived and an item is still missing, contact:
Please provide:
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Your order number;
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The name of the missing product;
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A short description of the issue; and
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Photographs of the package and contents where relevant.
We will review the information and provide the appropriate next steps.
19. What should I do if an item arrives damaged or defective?
Please inspect your order after delivery.
If a product arrives damaged or appears defective, contact us at:
Please provide:
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Your order number;
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Product name;
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A description of the problem;
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Clear photographs of the affected product; and
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Photographs of the packaging where relevant.
Please keep the product and packaging until we have reviewed your request.
We will handle the matter in accordance with our Return & Refund Policy and any consumer rights that apply to your purchase.
20. What should I do if I receive the wrong product?
Contact us at:
Please include:
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Your order number;
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The product you ordered;
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The product you received;
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Clear photographs of the item received; and
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Photographs of the product label or packaging where relevant.
We will review the information and provide the appropriate resolution.
Returns & Refunds
21. Can I return a product?
Eligible products may be returned in accordance with our Return & Refund Policy.
The policy explains:
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The applicable return window;
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Return eligibility;
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Required product condition;
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Any non-returnable items;
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Return shipping responsibility;
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How damaged or incorrect items are handled; and
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How refunds are processed.
Please review the policy before sending anything back.
Do not send a return before receiving the applicable return instructions from Tenuella.
22. How do I request a return?
To request a return, email:
Please include:
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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 request; and
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Photographs where relevant.
If your return is approved, we will provide the applicable return instructions and return destination.
Important
Our registered business address is not automatically our return address.
Do not send a product to the registered company address unless Tenuella Customer Support specifically instructs you to do so.
Approved returns must be sent to the return destination provided in your return instructions.
23. Who pays for return shipping?
Responsibility for return shipping depends on the reason for the return and the terms stated in our Return & Refund Policy.
For example, a return requested because of customer preference may be handled differently from an item that arrived damaged, defective, or incorrect.
Please review the Return & Refund Policy for the rules that apply to your situation.
If you are unsure, contact us before shipping the item.
24. When will I receive my refund?
Approved refunds are issued to the original payment method unless applicable law requires another method.
Our Return & Refund Policy states the timeframe in which Tenuella processes an approved refund after the applicable return requirements have been completed.
Once Tenuella issues the refund, your bank, card issuer, PayPal account, or other payment provider may require additional time before the funds appear in your account.
Tenuella does not control financial-institution processing times.
If you believe an approved refund is overdue, contact:
25. Can I exchange a product?
Exchange availability is explained in our Return & Refund Policy.
If a direct exchange is not available, you may be asked to return an eligible item and place a new order for the product you prefer.
Rights relating to defective or non-conforming products remain subject to applicable consumer law.
Tenuella Products
26. What types of products does Tenuella sell?
Tenuella focuses on kitchenware, tableware, serving accessories, and tabletop products for everyday dining and home use.
Our product range may include items such as:
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Wooden serving trays;
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Round and rectangular trays;
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Decorative serving trays;
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Placemats;
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Woven placemats;
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Embroidered placemats;
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Faux-leather placemats;
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Fabric-texture placemats;
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Coasters; and
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Related dining and serving accessories.
Our assortment may change as products are added, updated, or discontinued.
27. Where can I find product dimensions, materials, and specifications?
The product page is the main source of information for each item.
Depending on the product, it may include:
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Dimensions;
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Materials;
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Color or finish;
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Shape;
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Package contents;
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Available variants;
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Intended use;
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Care instructions; and
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Other relevant product information.
Please review the individual product page before ordering.
Do not assume that specifications from one Tenuella product apply to another.
If you need clarification before purchasing, contact:
and include the product name or product-page link.
28. Are all Tenuella products safe for direct food contact?
Not necessarily.
Tenuella sells a variety of serving, dining, and tabletop products made from different materials and designed for different uses.
A product should only be treated as suitable for direct food contact when that use is clearly stated on the applicable product page, product packaging, or instructions.
If direct food contact is not specifically stated, do not assume that the product has been designed or tested for that purpose.
If you are unsure, contact us before use.
29. Are all Tenuella products dishwasher-safe, microwave-safe, oven-safe, or heat-resistant?
No.
Compatibility depends on the specific product and material.
Do not place a product in a:
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Dishwasher;
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Microwave;
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Oven;
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Freezer;
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Direct-flame environment; or
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High-temperature setting
unless the product information specifically states that the use is appropriate.
The same principle applies to claims such as:
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Heat resistant;
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Waterproof;
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Stain resistant; or
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Suitable for hot cookware.
Please follow the instructions provided for the individual product.
30. How should I care for wooden serving trays?
Care instructions may vary by product, finish, and material, so always follow the instructions provided on the relevant product page or with the product.
Unless the product instructions state otherwise, wooden products should generally be handled carefully and should not be assumed to be suitable for prolonged soaking, dishwashers, microwaves, ovens, or direct heat.
If specific cleaning or maintenance instructions are provided with the product, those instructions take priority.
31. How should I care for placemats and coasters?
Care requirements vary according to the material.
Tenuella may offer products made from materials such as wood, woven fibers, textile-style materials, faux leather, embroidered fabrics, or absorbent coaster materials.
Before cleaning a placemat or coaster:
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Check the product-specific care instructions;
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Follow any temperature limitations;
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Avoid harsh or abrasive cleaning methods unless permitted;
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Allow the item to dry properly where appropriate; and
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Do not assume it is machine-washable or dishwasher-safe unless specifically stated.
32. Can wooden products vary in grain or appearance?
Yes.
Wood is a material that can naturally vary in:
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Grain pattern;
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Tone;
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Texture; and
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Minor visual characteristics.
As a result, two wooden products of the same design may not look completely identical.
Minor natural variation does not necessarily indicate a defect.
The written product specifications should be used when evaluating important features such as dimensions, material, or intended use.
33. 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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Lighting;
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Photography;
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Viewing angle;
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Natural material characteristics; and
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Reasonable production variation.
We make reasonable efforts to present product images accurately.
For important specifications, please rely on the written information provided on the product page.
If an item you receive is materially different from what was represented when you ordered it, contact us at:
Product Availability & Promotions
34. What happens if a product becomes unavailable after I place an order?
If we are unable to fulfill an ordered item, we will contact you regarding the affected product.
Where the item cannot be supplied, an appropriate refund will be issued for the unavailable portion of the order.
We will not intentionally replace an ordered product with a materially different product without appropriate notice or agreement.
35. How do discounts and promotional codes work?
Promotions may have specific conditions, such as:
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Eligible products;
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Eligible markets;
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Minimum purchase amounts;
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Quantity requirements;
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Start or end dates;
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Usage limits; or
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Other conditions clearly presented with the offer.
Unless expressly stated otherwise, promotional codes may not be combined.
Please review the terms displayed with the promotion.
The product price, discount, shipping charge, and order total shown before payment at checkout should reflect the offer that applies to your order.
Customer Support
36. How can I contact Tenuella?
For help with products, orders, payments, shipping, tracking, returns, refunds, or other customer-service matters, contact us at:
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 inquiries within 1 business day during our regular support schedule.
When contacting us about an existing order, please include your order number whenever possible.
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
Tenuellais operated by Luzhou Jingyunyang Trading Co., Ltd., the legal entity responsible for operating the Tenuella online store and providing customer support for purchases made through www.tenuella.com.