Please get in touch with us below, selecting "My product is broken". Please provide details of where and when you purchased your product, the product name and how the product broke. Do not dispose of the item, as we may ask for photos as part of the investigation process.

Providing your TENGA STORE USA Order Number (if applicable) will help us process your claim quicker.

Note: Defective products are handled in accordance with the product's Warranty and the TENGA STORE USA Refund Policy.

We cover all products that are defective, fail, or break due to no fault of the end user for the following minimum periods*, depending on the product type.

• Electronic TENGA products, rechargeable TENGA and iroha SVR products, and rechargeable iroha products: 1 year from the date of purchase
• Battery-Powered iroha products and all other non-electronic TENGA and iroha products: 3 months from the date of purchase

If you have not used your product and it is in its original condition, you can return your item regardless of the reason within 30 days of purchase. No questions asked!

For warranty claims, please get in touch with us below, selecting the "My product is broken" option.

*May be extended due to local laws and regulations.

No, disposable items cannot be used more than once.

Our disposable products, such as the CUP and EGG Series, are pre-lubricated, ready-to-use and designed to be thrown away after use for the ultimate in convenient, discreet pleasure. For this reason, we do not recommend that disposable products are used more than once.

We sell a range of reuseable products, such as the FLIP ZERO and SPINNER Series, which are designed for easy, convenient, and hygienic washing and drying, so that you can use them again and again.

If your product is outside the warranty period and you need a replacement charging cable, fear not!

We sell replacement charging cables and cases for products that have proprietary charging ports.

See below for cables per brand:

• TENGA SVR and TENGA SVR+ Charging Cable
• iroha Accessories, Charging Cables and Charging Cases

Other rechargeable TENGA products, such as the TENGA FLIP ZERO EV, or TENGA VACUUM GYRO ROLLER, use standard USB charging cables. Please check your product manual for the exact cable specifications.

If you own a non-vibrating TENGA FLIP ZERO, or TENGA FLIP ZERO GRAVITY, you can purchase Replacement Slide Arms in both Black and White color variations.

If you are the owner of a vibrating TENGA FLIP ZERO Series product, such as the TENGA FLIP ZERO EV, whose Slide Arms broke due to no fault of the user, please feel free to get in touch with us below.

If orders are placed before 12:00pm orders will be prepared and/or fulfilled on the same day. Any orders made after the cut-off will be dispatched the following business day. Please note that no orders are dispatched on Saturdays, Sundays, or Public Holidays.

Once you have received the tracking number for your order, delivery may take up to seven (7) days for destinations in the USA, and up to fourteen (14) days for destinations in Canada. Customers in the mainland U.S. who choose expedite shipping shipping will receive their order within 2 business days after dispatch.

Please note that inclement weather, accidents, disasters, insufficient stock, etc. can affect delivery times. Please contact us should you have any questions about your delivery, or if the delivery appears to be missing.

Keep in mind that once the order is confirmed, there is a 90 minute window where orders can be changed or canceled. If there are any changes (address, name etc) after this time, please reach out to your carrier directly. Cancellations can not be made after this 90 minute window. If delivery is rejected, you will be charged for the return shipping costs. See our returns and refunds page for more information.

Be sure to provide current and accurate shipping address information to ensure proper delivery and avoid delays with your order.

A $25.00 charge for redirected packages may be applied to your credit card when incorrect or incomplete addresses are provided.

The level of support we are able to offer depends on whether you insured your package with Route Package Protection at Checkout.

To check if you added Package Protection to your order, check your order confirmation email, or log into your account, click on the order in question and look for "Shipping Protection by Route" in the itemized list.

If you added Route Package Protection at Checkout

You're in luck!

Please file a claim directly to Route through the Route Claims Portal. Claims are reviewed within 1-2 business days, and if your claim is successful, you have the choice to have your order reordered or refunded.

Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes, however the Route premium cost will not be refunded.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

If you did not add Route Package Protection at Checkout

Unfortunately, we may be limited in our ability to refund or reship orders in certain situations. Please inquire below for further assistance.

Yes, there are different deadlines for filing claims that depend on the type of claim you are filing. Please see below for details.

Marked As Delivered (Stolen Orders)

Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered.

Stuck In Transit (Lost Orders)

For domestic US orders, claims will be reviewed no earlier than 7 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

For orders to Canada, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Orders Damaged in Transit

Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

See Route Package Protection Policies here.

Depending on the delivery destination and order contents, we dispatch orders with major carriers such as UPS, FedEx, DHL, USPS, and in some cases local carriers may be used as well.

Currently, it is not possible to specify a specific delivery partner.

All orders from TENGA STORE USA are shipped from the United States. When orders cross the border to Canada, they may incur customs and import fees.

Duties and taxes are determined by the customs agency of the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold - if applicable - for goods imported into the destination country. Payment of any duties and import taxes is collected at checkout and is the responsibility of the recipient to pay.

TENGA STORE USA accepts all major credit card and payment providers listed below:

• VISA
• MasterCard
• American Express
• Discover
• Diners Club
• ShopPay
• Apple Pay
• Google Pay
• Meta Pay
• PayPal Wallet*

*Not available on carts containing the TENGA Beginner Bundle.

TENGA STORE USA purchases will be listed as "SP * USA TENGA STORE" on your billing statement.

While prices on TENGA STORE USA are all displayed in US Dollars, orders destined for Canada are converted to Canadian Dollars using the day rate at checkout.

Please rest assured that no money was taken from your account. When you attempt to make a payment, many payment providers will reserve the total amount so that they can process your payment quicker. In cases of failed verification, this amount can sometimes remain inaccessible for a short while, but rest assured that it should return after a couple of days. If this amount remains reserved for longer than a week, please get in touch with your payment provider.

Unfortunately, we are unable to change the contents of an order once it has been placed and paid for.

Take a look at the question below for instructions on how to cancel your order, so that you can re-order with your desired items.

You can cancel your own order from the Order Confirmation page within 90 minutes of placing it.
If it has been longer than this, but has not yet been dispatched, please get in touch with us below.

If your order has been dispatched, please get in touch with us in accordance with our Refund Policy.

Due to the intimate nature of our products, we only accept returns on unopened, unused items within 30 days of purchase.

If you have reason to believe your product was defective or faulty, please submit a support request, selecting the "My product is broken" option.

First, get your proof of purchase and your item ready. Then, selecting the "I'd like to return an item" option, please submit a support inquiry below. It will help us to process your case quicker if you include your TENGA STORE USA order number in your inquiry.

Once your request has been processed, we'll be in touch by email to inform you of the return instructions.

Note: Do not send your purchase back to the fulfilment warehouse or manufacturer without prior instruction from the TENGA Customer Service team.

Yes, you will be responsible for arranging the return shipment of your items, including the delivery cost and packaging.

We recommend you keep the items in the original box they arrived in.

There are certain situations where we may not be able to provide a full refund, such as: - Any items returned that are not in their original condition, are damaged, or are missing parts, due to no fault of TENGA. 

• Any items returned more than 30 days after delivery. 
• Items purchased at a discount (including with coupon codes). 
• Products purchased as part of a promotional bundle or discount*.

*A full refund may be issued if all products in the bundle are returned unopened and in their original condition.

We process refunds once the order has arrived at the processing center, and has been reviewed to ensure that the contents are in their original, sealed condition.

Once we have confirmed this, you will receive an automated email confirming that your refund has been processed. From this point, it may take a few days for the funds to appear in your account. If it has been over a week since you received the refund confirmation email and your refund has still not appeared, please get in touch with us below.

To reset or change your password, go to the account login page, and click the "Forgot password?" link. On the following screen, enter your registered email address.

If your email address matches a registered TENGA STORE account, you will receive an email with instructions on how to reset your password.

Currently customers are not able to delete their own accounts.

Please get in touch with us below to request account deletion.

Please note that depending on the status of your account, it may take up to 10 days to process the request, in which time you are free to change your mind and cancel the request.

You are able to unsubscribe from any of our marketing emails by clicking the "Unsubscribe" link in the footer of any email.

If you have any issues with unsubscribing, please get in touch with us below.

If you happen to have created multiple accounts, please get in touch with us below to process a merging. As part of our confirmation process, we will also ask you to send an email from both registered email addresses, so make sure you have access to both email accounts.

Please note that only accounts registered to the same TENGA STORE can be merged. TENGA STORE USA and TENGA STORE EUROPE accounts may not be merged.

There are many ways to earn pleasure points, but the primary way to do so is through your purchases. Find out more about how to earn Pleasure Points here.

100 Pleasure Points are equivalent to $1.00. You can use points to pay for your order in part, or even in full (if you have enough points!).

To redeem your points, tap the Points icon in the bottom-right corner of the screen, scroll down to "Ways to Redeem", hit "Redeem" and use the slider to determine the amount you'd like to redeem.

Once you have redeemed your points, you will be issued a unique code to enter at checkout, which will discount the amount from your order total.

Certainly. If you cancelled an order which you used Pleasure Points on, please get in touch with us below and we'll refund your Pleasure Points so you can use them on your next order.

We ship Subscription Boxes every 18th of the month. If the 18th falls on a weekend or national holiday, they are dispatched the next working day.

You can skip, pause, or cancel your subscription at any time! Simply log into your TENGA STORE USA account, and go to the Manage Subscriptions page. Here, you will be able to pause, unpause and cancel any subscriptions you have attributed to your account.

TENGA STORE USA is not responsible for the shipping & delivery of TENGA or iroha-brand items purchased via other retailers, including Amazon. 

For assistance, please contact the original vendor of your item.

Thanks to the popularity of TENGA and iroha around the world, many unethical parties have been creating and selling counterfeit TENGA and iroha products.

Although many of these products may resemble legitimate TENGA and iroha products at first glance, counterfeit products fail to reach our high standards. At best, they may provide an unsatisfactory experience, but at worst they may even be harmful to your health and safety.

Signs that your item may be counterfeit

• Brand name may be spelled TENCA, TENQA, etc.
• Packaging (including lotion pouches) may look similar, but contain spelling and grammar errors (even in English)
• Contents of lotion pouches may be discolored (authentic TENGA Lotions are always transparent in color)
• Packaging is glossy instead of a matte finish (CUPs and EGGs)

Examples of Counterfeit Items

How to report a counterfeit item

We recommend that all customers refrain from using any item they may suspect is a fake, and report the item here.

If you are unsure if your item is genuine, please feel free to get in touch below, selecting the "I want to report a counterfeit" option.

To ensure that your item is the real deal, always be sure to shop TENGA and iroha here at TENGA STORE USA.

Disclaimer

Although a number of counterfeit items carry an exact copy of the TENGA contact information, TENGA Co., Ltd. cannot be held responsible or bear any liability for any damages, injuries or accidents caused by any counterfeit items, nor can we offer any sort of after service in the form of returns and/or refunds.