Shipping and Return

Shipping Countries
We ship worldwide. Our team carefully processes your order and works with trusted courier partners to deliver your package to your selected destination.

Shipping Costs
Shipping fees vary by destination:

  • Singapore, South Korea, Taiwan region, Hong Kong SAR, and Malaysia: Flat rate of $5 for all orders (3–5 business days).

  • All other countries/regions: Flat rate of $10 for all orders (7–10 business days).

  • Free Shipping on orders over $150.

Processing & Delivery Times
Orders take 5–7 business days to process. Once shipped, you’ll receive a confirmation email with tracking details.
Delivery times may vary based on service and destination.

Shipping Details

  • Packages are typically left at your doorstep with photo confirmation as proof of delivery.

  • Delivery confirmation from the courier serves as definitive proof of receipt.

  • We are not responsible for:

    • Incorrect addresses provided at checkout.

    • Damage occurring after delivery.

    • Packages refused due to pre-delivery concerns (e.g., damaged packaging).
      If you suspect tampering or damage, refuse the delivery and email us immediately at contact@thetenera.com with your order number. We’ll prioritize a replacement.

Ownership & Liability
Ownership and risk of loss for products transfer to you once TENERA hands the package to the carrier.

Returns & Exchanges
Your satisfaction matters. You may return items within 14 days of delivery for any reason by emailing contact@thetenera.com with your order number in the subject line.

Conditions:

  • Items must be unused, in original packaging with all tags attached.

  • Final sale: Discounted or customized items cannot be returned.

Return Shipping Costs

  • Return shipping fees are deducted from your refund.

  • Customers cover return shipping unless the return is due to TENERA’s error.

  • We strongly recommend using tracked shipping.

Refunds

  • Approved refunds typically process within 5 business days after we receive the returned item.

  • Refunds are issued to your original payment method, minus shipping costs.

  • Original shipping fees and import taxes/duties are non-refundable.

Damaged or Defective Items
All bags purchased on thetenera.com come with a 7-day warranty.

To file a claim:

  1. Email contact@tenera.com with your order number and photos showing:

    • Front, back, sides, base, and interior of the item.

  2. For items damaged in transit or with defects found within 3 days of delivery:

    • We’ll repair the item at no cost or replace it if unfixable.

Warranty Exclusions:
Damage caused by accidents, fire, floods, cleaning chemicals, sharp objects, stains, pet damage, misuse, normal wear and tear, or unauthorized repairs.