General FAQ
We usually announce the day & time that new products will arrive a few days in advance. For these updates, follow us on social media @ TENERA.
When a new product becomes available on our website, we aim to keep it in stock for several months. If a product is currently sold out but still listed on our site with a 'Notify Me' option, rest assured it's likely to be restocked in the future. Our goal is never exclusivity, we want everyone who wants one of our bags to have one!
If the item is still live on our site, it will most likely be restocked in the future! On the product page, click "Notify me" to sign up to receive an email when the item is back in stock online.
If you live near a TENERA store, we may still have the item in stock there. You can text your local TENERA store for stock inquiries—please see our Stores page for store addresses and phone numbers. We're also stocked at hundreds of retailers in the US and internationally, and they may still have stock of a particular item. Email us atsupport@thetenera.comand we can help you find retailers local to you.
Cancellation requests and address changes are time-sensitive. If you’d like to cancel or edit the shipping address on your order, please email us at support@thetenera.com as soon as possible and we’ll do our best to accommodate requests. Our customer experience team is available M-Th 9a-5p EST & Friday from 9a-3p EST and requests made outside of business hours are not guaranteed.
While we are unable to modify the contents of orders, we are happy to assist with the return or exchange of any eligible items once you have received your order.
If you want to change your order, please send us an email. We will see what is still possible.
Orders & Payment
Cancellation requests and address changes are time-sensitive. If you’d like to cancel or edit the shipping address on your order, please email us at support@thetenera.com as soon as possible and we’ll do our best to accommodate requests. Our customer experience team is available M-Th 9a-5p EST & Friday from 9a-3p EST and requests made outside of business hours are not guaranteed.
While we are unable to modify the contents of orders, we are happy to assist with the return or exchange of any eligible items once you have received your order.
After you place an order, you'll receive an email confirmation with your order number. Your tracking number will be sent to you via a separate email once your order is ready to leave our warehouse. Please allow at least 12 hours for the tracking information to update before reviewing your shipment status.
Or check the parcel shipping status at any time on the order tracking page
To use a promo code, add all desired items to your shopping cart and proceed to the Checkout page. Enter the code in the provided “Gift card or discount code” box in your cart and click “Apply”!
Only one promo code can be applied per order. Please note that our Welcome discount applies only to full-price items and cannot be used during site-wide sales. Discount codes cannot be applied to pre-orders.
Make sure your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. For your security, our system won’t allow a payment to process if the billing information associated with the card doesn’t match.
