FAQ about the USA TENGA Store

Is there anything you wanted to know about purchasing from the TENGA STORE USA? The following will go through some of the most common questions and help you through any issues you might have had.

All About The TENGA STORE USA

Everyone at the TENGA STORE USA wants to ease any worries you might have about purchasing, so let’s go through some of the most frequently asked questions we receive.

Why hasn’t anyone answered my email yet?

Customer Support is available Mon–Fri, 9:00–17:00 PST and aims to respond within two business days. TENGA Product Support (Japan) operates Mon–Fri, 9:00–18:00 JST. If it has been longer, please follow up via our Contact Us page.

I made a mistake with my order - can I change or cancel it?

We can’t change items in an order once it’s placed. You can cancel your order from the Order Confirmation page within 90 hours, then place a new order with the correct items. If it’s already dispatched, please see our Returns & Refunds page and contact support.

Can I get a refund?

We accept returns of unopened, unused items within 30 days of purchase in line with our Returns Policy. Due to the intimate nature of the products, opened items cannot be returned or exchanged.

How come my discount code/promotion/bundle isn’t working?

Only one bundle, discount/coupon code, or promotion can be applied per order.

How can I pay for purchases on the TENGA STORE USA?

We accept major cards and providers including VISA, MasterCard, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, and Meta Pay.

How will my purchase appear on my credit card statement?

Charges appear as "SP * USA TENGA STORE" on billing statements.

If I leave a product review, will it show my name?

You can choose how your name appears on reviews (nickname/pseudonym). If you need changes after posting, please contact us.

Some Shipping Situations

All you wanted to know before it ships, or just after you made your purchase, can be found here.

I am worried about someone discovering my package - can you make it discreet?

Yes. We ship in plain brown packaging with discreet labeling.

How long will my package take to arrive?

Orders placed before 12:00 PM are prepared and/or fulfilled the same day; orders after the cut-off ship the next business day. Delivery typically takes up to 7 days in the USA, and up to 21 days to Canada. Mainland U.S. customers choosing expedited shipping receive orders within 2 business days after dispatch.

Do you ship to Canada?

Yes. All orders ship from the U.S. and Canadian duties/taxes may apply upon delivery.

Do you ship worldwide?

TENGA STORE USA currently ships within the U.S. and Canada.

Can I choose my delivery provider?

We use major carriers such as UPS, FedEx, DHL, USPS (and occasionally local partners). It isn’t possible to select a specific carrier.

I need to change my delivery address.

There is a 90-minute window after order confirmation to make changes or cancel. After that, please contact the carrier directly. Incorrect/incomplete addresses may incur a $25 redirect fee.

It looks like my package got lost in transit - what should I do?

Please first check with neighbors and your local post office or carrier using your tracking info. If still unresolved, contact us with your order number.

Everything You Wanted to Know About Our Products

This section covers questions about our products - we receive quite a wide range!

Why can’t I find [X product] on your store?

Availability can vary by region, demand, or if an item is a novelty/limited release. Learn more here.

Are your goods only for penises?

We have products for solo and partnered play. See our Couples Sex Toys collection and explore iroha, our women’s brand, for internal and external use.

What sizes do your products come in? I don’t think they will fit me.

Product pages list insertion depth and width. We also have stretchable items to fit a wide range of sizes.

Can I be a tester of new products?

Product testing is done in-house, but reviewers with a platform are welcome to contact us.

Are there fake TENGA products out there?

Products from the TENGA STORE USA are guaranteed authentic. For other retailers, please check our Global Store Locator and read more about counterfeits here.

Can I reuse disposable items?

No - disposable items (e.g., CUP, EGG) are single-use only. For reusable options, see the Reusable Sex Toys collection.

What’s the warranty period?

Electronic/rechargeable products: 1 year from purchase. Battery-powered and other non-electronic items: 3 months from purchase.

Summary

We hope this answered your questions! For anything else, please contact us and we’ll get back to you as soon as possible. We’ll continue adding FAQ posts - including product-specific guides, so stay tuned.