Shipping policy
Shipping Policy
Processing Time
Orders are typically processed within 1 - 3 business days. Business days are Monday - Friday and exclude public holidays.
Shipping Origin and Carriers
We use third-party logistics (3PL) to ship worldwide. Depending on your location, your package may ship from Hong Kong or another warehouse closer to your region.
Shipping Estimates
Estimated delivery times will be shown at checkout based on your location and selected shipping method. All days are counted as business days.
Shipping Fees and Insurance
Shipping costs are shown at checkout. Duties and taxes are the responsibility of the recipient. Insurance is not included by default; customers may request it for an additional fee.
Customs and Import Taxes
You are responsible for any customs duties, VAT, or other import fees charged by your country. Refusal to pay these fees may result in loss of the package and no refund.
Address Accuracy
You are responsible for providing a correct and complete shipping address. We are not liable for packages lost or delayed due to address errors.
Delivery Attempts and Missed Delivery
Our shipping partners may make only one delivery attempt, depending on the carrier, destination country, and local delivery rules. It is your responsibility to track your shipment and be available to receive it.
If you miss the first delivery attempt, fail to respond to the carrier, fail to collect the package, are unavailable at the scheduled delivery time, provide incorrect or incomplete delivery information, or do not complete any required delivery steps, you are responsible for all resulting risks and costs.
This may include additional delivery fees, re-delivery fees, temporary storage fees, handling fees, return shipping fees, customs charges, or any other carrier-related costs. A second delivery attempt may be arranged when possible, but it may be subject to additional charges depending on the last-mile courier, destination country, delivery location, and local carrier rules.
After a missed first delivery attempt, the order may no longer be eligible for return, refund, replacement, or chargeback reimbursement, including if the package is later damaged during storage, handling, return transit, or re-delivery.
If the package is returned, abandoned, lost, destroyed, damaged, or otherwise becomes unrecoverable because of a missed delivery, failed collection, failed delivery appointment, lack of response from you, or failure to complete required delivery steps, the order will not be eligible for a refund, replacement, return, or chargeback reimbursement.
Lost or Damaged Shipments
If your item arrives damaged, contact us immediately with photo or video proof. If the package is marked delivered but not received, please check with the carrier and neighbors. We may offer support, but refunds are not guaranteed unless insurance was purchased.
Orders that were missed, not received, not collected, or not completed during the first delivery attempt due to customer unavailability, incorrect delivery details, failure to respond to the carrier, or failure to complete required delivery steps may not be eligible for refund, return, or replacement, including if damage is discovered after storage, handling, return transit, or re-delivery.
Contact
For shipping questions, email: support@tenta-x.com