Last Updated: October 12, 2026

Thank you for choosing tenerella. We strive to provide a smooth and dependable delivery experience for every order. This Shipping Policy outlines important information about order preparation, shipping charges, delivery estimates, and shipment tracking for our beauty products.

1. Order Processing

Once your order has been confirmed, our fulfillment team will begin preparing your selected items for dispatch.

Orders are typically processed within 1–3 business days. During this period, we check product availability, prepare the items, and arrange appropriate packaging to help ensure safe transportation.

Orders submitted during weekends or public holidays will generally be processed starting on the following business day.

2. Shipping Costs & Estimated Delivery

tenerella provides international delivery services to a variety of countries and regions.

• Standard Shipping Cost: USD $5.99 per order
• Estimated Delivery Period: 10–20 business days after dispatch

Please note that delivery timeframes are estimates rather than guaranteed arrival dates. Actual shipping times may depend on your location, customs procedures, and local delivery services.

3. Possible Shipping Delays

We work with logistics and delivery partners to ensure orders reach customers as efficiently as possible. However, unexpected delays may occasionally occur due to factors outside our reasonable control, such as:

• Customs clearance procedures
• Extreme weather events
• National or regional holidays
• Transportation or logistics interruptions
• Increased parcel volumes during busy periods

We appreciate your understanding if these circumstances affect your delivery schedule.

4. Shipment Tracking

When your package has been dispatched, you will receive a shipping confirmation email with the relevant tracking details.

You can monitor the progress of your delivery through the carrier's tracking service or a third-party tracking website such as 17TRACK.

Tracking records may take approximately 48–72 hours to become available after the shipment has been transferred to the carrier.

5. Orders Shipped in Multiple Packages

Some orders containing products from our Everyday Essentials, Lip Edit, or Bold & Creative collections may be delivered in separate shipments.

This may occur when items are stored at different fulfillment facilities or require individual packaging.

If your purchase is divided into multiple packages, each shipment will have its own tracking number and may arrive at a different time.

6. Order Modifications & Cancellations

If you need to request changes to your shipping address, contact details, or purchased items, please reach out to our customer service team within 12 hours of placing your order.

Send your request to support@tenerella.com and provide:

• Order Number
• Email Address Used for the Purchase
• Description of the Requested Changes

We will make reasonable efforts to accommodate your request. However, modifications or cancellations may not be possible once the order has entered fulfillment or has already been shipped.

7. Unsuccessful Delivery Attempts

If the courier is unable to complete delivery because the recipient is unavailable, the package may be held at a nearby collection facility or scheduled for another delivery attempt.

When necessary, customers should contact the shipping carrier to arrange collection or redelivery.

tenerella may not be responsible for additional delivery expenses or returned parcels resulting from incorrect address details or failure to collect a package within the carrier's designated holding period, subject to applicable consumer protection laws.

8. Tracking Delays

International shipping may involve periods when tracking information remains unchanged while a package is moving between transportation facilities.

A temporary lack of tracking updates does not necessarily mean that your shipment has been lost.

If your tracking status has not changed for more than 7 days, please contact our customer service team. We will review the shipment details and assist with further inquiries to the delivery provider when appropriate.

9. Lost or Missing Deliveries

If a shipping carrier officially determines that your parcel has been lost during transportation, our support team will review the situation and help arrange an appropriate resolution.

Depending on the circumstances, this may involve a replacement shipment or a refund.

If tracking records indicate successful delivery but you cannot locate your package, we recommend checking with household members, neighbors, building reception, or the carrier.

Please contact us if the package remains missing so we can review the available delivery information. Responsibility for missing or stolen packages will be determined in accordance with applicable law and the circumstances of delivery.

10. Shipping Destinations

tenerella offers delivery to customers across multiple international markets.

Depending on product availability and fulfillment arrangements, orders may be dispatched from different warehouses or logistics facilities.

If shipping to your destination is unavailable due to transportation limitations, import regulations, or other applicable restrictions, we will inform you and arrange a refund for any affected items that cannot be delivered.

11. Customer Shipping Responsibilities

When placing an order with tenerella, customers should be aware of the following:

• Estimated delivery periods are provided as guidance and may vary.
• Accurate and complete shipping information must be provided during checkout.
• Import duties, customs charges, and destination-specific taxes may be payable by the customer unless otherwise indicated at checkout or required by law.
• Delivery issues caused by incorrect or incomplete address information may require additional assistance or shipping arrangements.
• Responsibility for goods during transit and after delivery is subject to applicable consumer protection laws.

Contact Us

If you have any questions about shipping arrangements, delivery status, or tracking information, our customer service team is available to assist you.

When contacting us about an existing purchase, please include your Order Number and the email address associated with your order.

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