Shipping policy

SHIPPING POLICY

Thank you for visiting and shopping at Tena Shop. Below are the terms and conditions that constitute our Shipping Policy.

1. Shipment Processing Time

  • All orders are processed within 1 to 3 business days (excluding weekends and US holidays).

  • You will receive an automated notification with tracking details as soon as your order has shipped.

  • If we experience a high volume of orders, processing times may be slightly extended. In the event of any significant delay, our support team will notify you promptly via email.

2. Shipping Rates and Estimated Delivery Times

We provide tracked shipping across the United States. Depending on inventory availability and fulfillment center location (US domestic hubs or international facilities), estimated transit times are as follows:

Shipping Method Estimated Delivery Time Cost
Standard US Shipping (US Warehouse) 3 – 7 business days Free / [INSERT $ RATE]
Standard Tracked Shipping (Direct Hub) 7 – 15 business days Free / [INSERT $ RATE]

Delivery delays can occasionally occur due to extreme weather conditions, peak holiday volumes, or carrier logistics.

3. Order Tracking and Confirmation

  • Once your order has left the fulfillment center, you will receive a Shipment Confirmation email containing your tracking number(s).

  • Tracking details typically become active and update within 24 to 48 hours of dispatch.

  • You can track the progress of your shipment directly using the link provided in your shipping confirmation email or via our on-site tracking tool.

4. Customs, Duties, and Taxes

  • Tena Shop is not responsible for any customs fees, duties, or import taxes applied to your package upon entry, if applicable.

  • For most single-item orders delivered to the United States, shipments generally clear customs under US de minimis import regulations without additional fees to the customer. All fees imposed during or after shipping remain the responsibility of the customer.

5. Address Verification & Incomplete Deliveries

  • Customers are responsible for providing an accurate and complete shipping address at checkout (including apartment, suite, or unit numbers).

  • If you notice an error in your shipping address, please contact us immediately at contact@tenatech.ma. Once an order has been fulfilled or handed over to the courier, we are unable to redirect packages.

  • Tena Shop cannot be held liable for packages delivered to an incorrectly supplied address or marked as returned to sender due to delivery refusal.

6. Damaged, Lost, or Missing Packages

  • Damaged in Transit: If your order arrives damaged or defective, please contact our support team at contact@tenatech.ma within 7 days of delivery. Please include your order number, a clear photo or video of the damage, and the packaging slip for immediate replacement or refund.

  • Marked as Delivered but Not Received: If tracking shows your package was delivered but you have not received it:

    1. Check your porch, mailbox, and surrounding delivery areas.

    2. Inquire with neighbors or your building's front desk/mailroom.

    3. Allow up to 24–48 hours, as carriers sometimes prematurely mark packages as delivered before dropping them off.

    4. If your parcel is still missing after 48 hours, contact us at contact@tenatech.ma so we can initiate an inquiry with the carrier.

7. Contact Information

If you have any questions regarding our shipping and delivery practices, please contact our customer care team:

  • Store: Tena Shop

  • Customer Support Email: contact@tenatech.ma