Shipping & Delivery
Shipping & Delivery Policy
Last Updated: September 3, 2026
Thank you for shopping with Tenuella.
This Shipping & Delivery Policy explains how orders placed through www.tenuella.com are processed, shipped, tracked, and delivered.
Tenuella is an online kitchenware and tableware store operated by Luzhou Jingyunyang Trading Co., Ltd.
Please review this policy before placing your order.
1. Order Processing
Orders are processed after payment has been successfully authorized and the order has been accepted.
Our standard processing time is 1–3 business days.
Processing may include:
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Payment and order verification;
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Inventory confirmation;
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Product preparation;
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Fulfillment checks;
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Packaging; and
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Transfer of the shipment to the applicable carrier.
Business days do not include weekends or public holidays.
Processing time is separate from shipping transit time.
Processing may occasionally take longer during:
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Public holidays;
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Promotional periods;
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Unusually high order volume;
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Inventory adjustments;
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Payment or security reviews; or
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Circumstances outside our reasonable control.
If a material delay prevents us from shipping your order as expected, we will handle the order in accordance with applicable law.
2. Estimated Delivery Times
After your order has been processed and transferred to the carrier, estimated transit times are generally as follows.
United States & Canada
Estimated transit time: 2–4 weeks
Australia & New Zealand
Estimated transit time: 2–4 weeks
United Kingdom & Europe
Estimated transit time: 2–4 weeks
Other Supported Destinations
Estimated transit time: 2–5 weeks
These estimates refer to carrier transit time after order processing.
For example, the standard 1–3 business day processing period is separate from the estimated transit time shown above.
Delivery estimates are not guaranteed delivery dates unless Tenuella expressly states otherwise.
Actual delivery times may be affected by:
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Delivery destination;
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Carrier network conditions;
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Customs clearance;
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Local postal or delivery operations;
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Weather;
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Public holidays;
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Transportation disruptions;
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Incorrect or incomplete addresses;
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Unusually high shipping volume; or
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Other circumstances affecting the delivery network.
Where applicable law provides specific rights or remedies for delayed shipments, those rights remain unaffected.
3. Shipping Charges and Free Shipping
The shipping charge that applies to your order will be shown before you complete payment at checkout.
Shipping charges may vary depending on:
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Delivery destination;
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Order value;
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Package size or weight;
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Available shipping service; and
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Any applicable shipping promotion.
If Tenuella offers free shipping, the applicable conditions—such as eligible destinations, minimum order value, or qualifying products—will be clearly displayed with the offer or during checkout.
The shipping amount shown for your delivery address before payment is the amount that applies to that order.
Tenuella does not intend to advertise a free-shipping offer that cannot be applied to an eligible order at checkout.
4. Fulfillment and Shipping Origins
Tenuella orders may be fulfilled through different logistics or fulfillment facilities depending on:
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Product availability;
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Inventory location;
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Delivery destination; and
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The fulfillment arrangement used for the order.
As a result, the shipping origin of an order may not be the same as Tenuella's registered business address.
The registered address of Luzhou Jingyunyang Trading Co., Ltd. is the company's legal registered address and should not be assumed to be the warehouse, shipping origin, or return location for every order.
Products in the same order may also be shipped from different fulfillment locations.
5. Multiple Shipments
An order may occasionally be divided into more than one shipment.
If this happens, you may receive:
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Multiple packages;
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Separate shipping confirmation emails;
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Different tracking numbers; and
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Packages arriving on different dates.
You will not be charged additional product costs simply because Tenuella divides an order into multiple shipments.
If only part of your order arrives, please review all shipping confirmation emails and tracking numbers before reporting an item as missing.
6. Shipping Confirmation and Tracking
Once your order has shipped, tracking information will be provided when tracking is available for the applicable shipment.
Your shipping confirmation may include:
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A tracking number;
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A carrier tracking link; or
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Other shipment information.
Tracking information may not become active immediately after a shipping label is created or the package is transferred to the carrier.
Temporary gaps between tracking events do not necessarily mean that the shipment has stopped moving.
If your tracking information has not updated for an unusually long period, contact:
Please include your order number and tracking number.
For supported shipments, you may also use the independent third-party tracking service 17TRACK at:
17TRACK is not operated by Tenuella.
7. Shipping Address
Customers are responsible for providing complete and accurate shipping information during checkout.
Please carefully review:
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Full name;
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Street address;
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Apartment, suite, unit, or building number;
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City;
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State or province;
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ZIP or postal code;
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Country;
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Telephone number; and
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Email address.
An incomplete or incorrect address may cause delays, failed delivery, or a shipment being returned.
If you notice an error after placing your order, contact us as soon as possible at:
8. Address Corrections and Order Changes
If you need to request a change to your shipping address, product selection, variant, or quantity, contact:
as soon as possible.
We recommend contacting us within 24 hours after placing the order where possible.
We will make reasonable efforts to help, but we cannot guarantee that a change can be completed once:
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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.
If a shipment has already left the fulfillment facility, the carrier may also be unable to change the delivery address.
9. Order Cancellations
If you would like to request a cancellation, contact:
as soon as possible.
Orders may begin processing shortly after they are placed, so cancellation requests are not guaranteed after fulfillment has started.
Once an order has shipped, it generally cannot be canceled.
After delivery, any eligible return will be handled under our Return & Refund Policy.
Nothing in this section limits any cancellation rights that cannot legally be excluded.
10. Customs, Duties, and Import Charges
International shipments may be subject to customs procedures, import duties, taxes, or other charges imposed by the destination country or local authorities.
If Tenuella collects an applicable duty, tax, or similar charge during checkout, it will be shown before payment.
Where these charges are not collected by Tenuella, the recipient may be responsible for charges imposed by the destination country's customs or tax authorities, subject to applicable law.
Tenuella does not control:
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Customs processing times;
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Government assessment of import duties;
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Local import taxes; or
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Charges imposed directly by customs authorities.
Customs clearance may also affect delivery time.
11. Delivery Delays
Occasional delivery delays may occur.
Possible causes include:
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Carrier disruptions;
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Customs clearance;
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Severe weather;
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Transportation interruptions;
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Public holidays;
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Local delivery restrictions;
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Unusually high shipping volume;
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Government actions; or
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Other events affecting transportation networks.
If your shipment appears significantly delayed, contact:
Please include your order number and tracking information.
We will review the available shipment information and, where appropriate, work with the carrier or fulfillment provider to investigate the delay.
A carrier delay does not remove any consumer rights or remedies that apply under applicable law.
12. Lost Packages
If tracking information indicates that your shipment may have been lost in transit, contact:
Please provide:
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Your full name;
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Order number;
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Tracking number;
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Delivery address; and
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A short description of the issue.
We may contact the carrier or fulfillment provider to investigate the shipment.
If the shipment is confirmed to have been lost in transit because of a carrier or fulfillment issue, Tenuella will provide an appropriate resolution.
Depending on the circumstances, this may include:
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A replacement; or
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A refund.
Customers are not required to purchase a separate shipping-protection product in order for Tenuella to review or resolve a confirmed carrier loss or fulfillment issue.
13. Packages Marked as Delivered but Not Received
If tracking shows that your package has been 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 provide your order number and tracking information.
We may work with the carrier to review the delivery.
If the carrier confirms that the package was lost or incorrectly delivered because of a carrier issue, Tenuella will provide an appropriate resolution in accordance with the circumstances and applicable law.
14. Damaged Shipments
Please inspect your order after delivery.
If the package or product arrives damaged, contact:
as soon as reasonably possible.
Please provide:
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Your order number;
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A description of the damage;
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Clear photographs of the affected product;
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Photographs of the outer shipping packaging; and
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Photographs of the shipping label where relevant.
Please keep the product and original packaging while we review the issue.
If the damage is confirmed, Tenuella will provide an appropriate resolution in accordance with our Return & Refund Policy.
Depending on the circumstances, this may include:
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A replacement;
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A refund; or
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Return instructions.
15. Incorrect or Missing Items
If you receive the wrong product, wrong variant, or an incomplete order, contact:
Please provide:
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Your order number;
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The product you expected to receive;
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The product you actually received, where applicable;
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The name of any missing item;
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Clear photographs where relevant; and
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A short description of the issue.
Before reporting an item as missing, please check whether your order was divided into multiple shipments.
If Tenuella confirms that an item was incorrectly fulfilled or is missing from the completed shipment, we will provide an appropriate resolution.
16. Failed Delivery
A package may be returned to the sender or fulfillment facility if delivery cannot be completed because of circumstances such as:
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Incorrect or incomplete shipping information;
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An inaccessible delivery location;
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Repeated unsuccessful delivery attempts;
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Failure to collect a package where collection is required; or
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Refusal of delivery.
If your shipment is returned, contact:
We will review the reason for the failed delivery and explain the available next steps.
Where legally permitted, additional shipping costs may apply if reshipment is requested because delivery failed as a result of incorrect information supplied by the customer or another circumstance attributable to the customer.
17. Refused Deliveries
If you refuse delivery without first arranging an approved return with Tenuella, the shipment may be returned through the carrier network.
A refused package does not automatically qualify for an immediate refund.
We may need to wait until the returned shipment reaches the appropriate facility and can be identified.
Any eligible refund will then be handled in accordance with our Return & Refund Policy and applicable law.
If you no longer want an order that is already in transit, please contact us before refusing the shipment whenever possible.
18. Product Availability
Delivery estimates apply to products that are available for fulfillment.
If an unexpected inventory issue prevents us from fulfilling an item, we will contact you where reasonably possible.
Depending on the circumstances, available options may include:
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Waiting for restock;
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Canceling the affected item; or
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Receiving a refund for the unavailable item.
We will not intentionally substitute a materially different product without appropriate notice or agreement.
Tenuella does not intentionally use false stock shortages, fabricated inventory warnings, or artificial delivery urgency to pressure customers into making a purchase.
19. Delivery Estimates Are Not Guaranteed Dates
Tenuella provides estimated processing and delivery periods to help customers understand when an order is reasonably expected to arrive.
Unless a specific delivery date is expressly described as guaranteed, delivery dates and transit periods are estimates.
This does not mean that Tenuella may disregard material shipping delays.
Where applicable law requires notice, cancellation rights, refunds, or another remedy because an order has not been shipped or delivered within a required period, Tenuella will provide the applicable remedy.
20. Relationship With Our Return & Refund Policy
This Shipping & Delivery Policy covers:
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Order processing;
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Shipping;
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Tracking;
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Delivery;
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Carrier delays;
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Lost shipments;
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Damaged shipments; and
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Related fulfillment matters.
Our Return & Refund Policy separately explains:
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The 30-day return window;
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Return eligibility;
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Return shipping responsibility;
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Damaged, defective, or incorrect products;
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Return inspections; and
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Refund processing.
Once an approved return has been received and inspected, Tenuella processes the applicable refund to the original payment method within 5 business days, as stated in our Return & Refund Policy.
These policies are intended to work together and should not create conflicting shipping or refund promises.
21. Customer Support
If you have questions about:
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Shipping;
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Order processing;
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Tracking;
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Delivery;
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Missing items;
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Damaged packages;
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Incorrect items; or
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An existing order,
please contact Tenuella Customer Support.
Email:
support@tenuella.com
Telephone:
+86 156 7226 4121
When contacting us about an existing order, please include your order number whenever possible.
22. 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., the legal entity responsible for operating the Tenuella online store and providing customer support for purchases made through www.tenuella.com.