FAQs
How can I contact Tenax?
You can send us an email at info@tenax-store.com , where our customer support team will be happy to help you with any of your needs!
Do you ship worldwide?
Yes.
Can I change or cancel my order?
As we try to process orders as quickly as possible, you must request changes or cancellations within 12 hours of placing your order. Any requests after this time will be refused. Your order may be returned for a full refund once received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and payments via PayPal.
When will my order be processed?
All orders are handled and shipped from our warehouse. During holidays and sale seasons, additional processing time may be required. We process orders Monday through Friday. Orders will be processed within 1-3 business days from the order date and shipped the next business day after processing is complete. Please note that we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take 2-4 weeks to arrive.
What happens if I don't receive my order?
If you do not receive your order within 30 days of shipment, you are entitled to a full refund.
Will I be subject to customs duties and taxes?
The prices displayed on our site are tax-free in Euros, which means that you may have to pay duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its destination, determined by your local customs office. Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for any delays caused by your country's customs department. For more details on charges, please contact your local customs office.
How can I return an item?
Please contact us at info@tenax-store.com
What should I do if the items I received are defective/incorrect/damaged?
Please contact us if you have received incorrect, missing or faulty goods. Please include your order number, photographs of the item(s) and any relevant information when you receive your package. We will do our best to resolve the issue as soon as possible.
When will I receive my refund?
All refunds will be credited to the original payment method. If you paid by credit or debit card, your refund will be sent to the issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please contact your issuing bank if you have any questions about when the credit will be posted to your account. If you haven't received your refund for your return yet, here's what to do: Contact your bank or credit card company. It may take a little while for the refund to post to your account.