Due to the intimate nature of our products, TENGA STORE USA cannot offer refunds or exchanges on items that have been opened.

To be eligible for a return, items must be unused, in the same condition as received, unopened, and in their original packaging. Returns must be requested within 30 days from the date of purchase and accompanied by a receipt or proof of purchase.

For approved returns, your refund will be calculated as follows:

• Full Order Returns: You will receive a refund for the total order amount.
• Partial Returns: You will receive a refund equal to the price of the specific items returned.

Note for customers in Canada

TENGA STORE USA cannot refund any import duties and taxes associated with your order.

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 here 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.

If your item was lost, stolen or damaged in transit, please see above.

For all other reasons, please contact our support team.

To be eligible for a return, items must be unused, in the same condition as received, unopened, and in their original packaging. Returns must be requested within 30 days from the date of purchase and accompanied by a receipt or proof of purchase.

Please note that we can only provide replacements of the items that were originally purchased.

You can apply for a return within 30 days from the date of purchase.

Customers are responsible for all shipping costs associated with their orders. We do not refund shipping costs or additional fees for any reason.

For refund requests made through Route Package Protection

If approved by Route, refunds will typically appear in your account within 5-7 business days from the day of notice. If you have not received the refund after 30 days please access Route's Customer Help Center.

For refund requests made directly to TENGA STORE USA

If approved, refunds will typically appear in your account within 30 days from the day of notice (or at least 5 business days). If you have not received the refund after 30 days please contact our support team.

If your refund hasn’t appeared in your account yet, here are the steps you should take:

1. Check Your Bank Account: Ensure you’ve thoroughly checked your bank account.
2. Contact Your Credit Card Company: Sometimes, it takes a bit of time for refunds to be officially posted by your credit card company.
3. Reach Out to Your Bank: Banks often have a processing period before a refund is posted to your accounts.

If you’ve completed all these steps and still haven’t received your refund, please contact us via our Customer Support page or access Route's Customer Help Center, for package protection claims made through Route.