Shipping Policy

Shipping Carrier

Orders are dispatched according to shipping destination with one of the following delivery partners: UPS, FedEx, DHL and USPS.

Please note that we are unable to fulfil requests for specific delivery partners.

Canada Shipping

The Official USA TENGA Store offers shipping to Canada, at the following rates:

• $20 flat rate for all orders under $75
• Free Shipping for all orders over $75* 

Duties and taxes are not included in the shipping price.

Duties and taxes are determined by the customs agency within 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 the responsibility of the recipient, and these fees are collected at the time of delivery.

The Official USA TENGA Store does not ship to countries outside of the USA and Canada.

Please note that all prices on TENGA STORE USA are in US dollars.

*Conditions may be subject to change.

Packaging Details

All orders from TENGA STORE USA will be shipped out in a discreet brown box as shown below.

No TENGA branding or logo will be visible on the box itself. The return addressee on the shipping label will be shown as "TENGA USA INC."

Please read out our Shipping FAQ for other common questions.

Return Policy

Due to the sensitive nature of our products, the USA TENGA Store is unable to offer any refunds or exchanges on items that have been opened. Once an item's packaging has been opened it is no longer eligible for return or exchange.

We thank you for your understanding.

Returns

For any returns claims please Contact Us by clicking here.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. The products must also be unopened, in the original packaging.

If you have not opened the shipping box it was delivered in, we recommend opening the box once to first verify the contents, then re-seal the box to ship it to us. If a product is missing from your return, we cannot issue a refund for that item.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the fulfilment warehouse or manufacturer. Return instructions, including the return address will be provided by email for applicable orders.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

• Any item that is returned more than 30 days after delivery.
• Product Purchased with Coupon Codes
• Product Purchased as part of a set for a Coupon Code or Campaign*

*Refunds may be available if all products in the set are unopened and in original condition.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will be applied to your credit card payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us from our Contact Us page.

UPS Investigations (if applicable)

Please note that UPS investigations usually take approximately 2 - 3 working weeks. Upon the completion of the lost package investigation, you can choose to receive between a replacement or a refund for your order.

Thank you for your time and understanding.

Ship your Return Parcel to TENGA

To return your product, please Contact Us by clicking here. We will provide delivery details for the return of your purchased product.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, only the cost of the item(s) purchased will be refunded.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and can not be held liable for packages lost through the fault of your chosen delivery service.

When you received defective item(s)