FAQs
Welcome to the tenerella Help Center. Here you'll find answers to frequently asked questions about our beauty collections, payment options, shipping, order management, and customer service.
If you need further assistance or cannot find the answer you're looking for, please contact us at support@tenerella.com. For order-related inquiries, we recommend including your Order Number and the email address associated with your purchase to help us assist you more efficiently.
1. Orders & Payments
How can I use a discount code?
You can easily redeem an available promotional code during checkout.
- Browse our beauty collections and add your selected products to the shopping cart.
- Continue to the checkout page.
- Find the Discount Code or Promo Code section.
- Enter your valid code and select Apply.
- Confirm that your discount has been reflected in the order total before completing your payment.
If you're shopping on a mobile device, the discount code field may appear under the expandable order summary.
What payment methods are available?
We aim to provide convenient and secure payment options for our customers. Depending on your location and checkout availability, supported methods may include:
- PayPal
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- Apple Pay
- Google Pay
The payment methods available for your order will be displayed at checkout.
What are your shipping fees?
Our standard shipping charge is typically USD $5.99.
Actual shipping fees may differ based on the destination, selected delivery service, and applicable promotions. You can review the final shipping cost during checkout before placing your order.
2. Shipping & Delivery
Is international shipping available?
Yes. tenerella offers shipping to various countries and regions through our international fulfillment and delivery partners.
Shipping availability may depend on your destination and local delivery restrictions.
When can I expect my order to arrive?
Once your order has been prepared and dispatched, standard delivery generally takes approximately 10–20 business days.
Please keep in mind that shipping estimates may be affected by your location, customs procedures, unexpected weather, or local transportation conditions.
Where can I find my tracking information?
After your order has been shipped, we will send a shipping confirmation email with a tracking number.
You can use the provided tracking details through the relevant carrier's website or a parcel tracking platform to check your delivery progress.
Why is my tracking status not changing?
It is normal for tracking updates to take some time to appear.
Courier systems may need 24–48 hours to register the initial shipment information. For international deliveries, updates may also be delayed while parcels travel between sorting and transit facilities.
Why did I receive separate deliveries for one order?
If you've purchased several products from our Everyday Essentials, Lip Edit, or Bold & Creative collections, your items may occasionally be dispatched in separate packages.
This can happen when products are fulfilled from different locations. If your order is split into multiple shipments, separate tracking information will be provided for each package.
3. Order Changes & Cancellations
Can I update my delivery address?
If your order has not yet been dispatched, we may be able to assist with updating your shipping address.
Please contact support@tenerella.com as soon as possible using the subject:
Address Update Request – Urgent
Include the following details:
- Order Number
- Email Address Used at Checkout
- Correct Shipping Address
Address changes are not guaranteed once an order has been shipped.
Can I change the products in my order?
We understand that you may want to adjust your selections after checkout.
If your order has not entered the fulfillment process, certain modifications may still be possible.
Please contact our customer service team with:
- Order Number
- Order Email Address
- Details of the Items You Wish to Change
We will review your request and let you know whether changes can be accommodated.
How can I cancel my purchase?
Cancellation requests should be submitted as soon as possible after an order has been placed.
Orders that have not yet been processed or shipped may be eligible for cancellation.
Once fulfillment is underway, cancellation may no longer be possible, and applicable handling charges may apply where permitted by law and our published policies.
Orders that have already been dispatched cannot be cancelled in transit. For further assistance, please refer to our Return & Refund Policy.
4. Product Support
What should I do if my order arrives damaged?
If your beauty products or accessories arrive damaged, please reach out to our support team promptly.
To help us evaluate the situation, please provide:
- Order Number
- Email Address Associated with Your Purchase
- Clear Photos of the Damaged Product
- A Photo of the Package and Shipping Label
Our team will review your information and assist with an appropriate resolution.
What if my product is defective?
We aim to provide dependable beauty products, but if an item appears to have a manufacturing defect, please contact us.
Include the following information:
- Order Number
- Order Email Address
- A Brief Explanation of the Issue
- Photos or Videos Showing the Defect
Once we receive your request, our customer service team will review the details and advise you on the available options.
What if I received the wrong product or an item is missing?
If your package contains an incorrect item or something from your order is missing, please let us know as soon as possible.
When contacting us, include:
- Order Number
- Email Address Used for the Order
- Photos of the Incorrect Product or a Description of the Missing Item
We will investigate the issue and work to provide a suitable solution.
5. Account & Order Notifications
What if I haven't received an order confirmation?
Order confirmation emails are generally sent to the email address provided at checkout.
If you cannot find yours, please check your Spam, Junk, or Promotions folders.
If the confirmation is still missing, contact support@tenerella.com with your purchase details. Our team can help verify your order and provide the relevant information.
Why haven't I received my tracking number?
Tracking details are typically emailed within 1–2 business days after your order has been processed for shipment.
If you haven't received an update within this timeframe, please check your spam folder and verify that the email address used during checkout is correct.
You may also contact our support team for assistance with locating your shipment information.
6. Company Information
Brand Name: tenerella
Company Name: CHENZHISHAN INC
Email: support@tenerella.com
Customer Service Phone: +1 404-944-9716
Business Address: 1036 Ogden St
Denver CO 80218
US