Order Processing
All orders placed through Tenko are made to order and fulfilled by independent vendors and fulfilment partners. Orders are typically processed within [X–Y business days] before being dispatched for delivery.
Processing times may vary depending on product availability, order volume, vendor requirements, and other operational factors.
Vendor Fulfilment
Products purchased through the Website may be manufactured, packed, and shipped by independent vendors, fulfilment partners, or third-party logistics providers. While Tenko facilitates the ordering process and customer support, fulfilment and delivery may be performed by such third parties.
Tenko will use reasonable efforts to ensure that orders are processed and delivered in a timely manner. However, Tenko does not guarantee specific delivery dates and shall not be liable for delays arising from the acts, omissions, or operational constraints of vendors, fulfilment partners, couriers, or other third parties involved in the fulfilment and delivery process.
Delivery Timeframes
Estimated delivery timeframes may be displayed on the Website or at checkout where available. Such delivery timeframes are estimates only and are not guaranteed.
Actual delivery times may vary due to circumstances beyond Tenko’s reasonable control, including but not limited to:
- Courier or logistics provider delays;
- Vendor or fulfilment partner processing delays;
- Customs inspections or clearance procedures;
- Severe weather conditions or natural disasters;
- Public holidays or peak seasonal demand;
- Labour disruptions;
- Government restrictions or regulatory requirements; and
- Incorrect, incomplete, or inaccurate delivery information provided by the customer.
To the fullest extent permitted by law, Tenko shall not be liable for any loss, damage, expense, or inconvenience arising from delivery delays caused by circumstances beyond its reasonable control.
Delivery Addresses
Customers are responsible for ensuring that all delivery information provided at the time of purchase is accurate, complete, and up to date.
Tenko shall not be responsible for delays, failed deliveries, returned parcels, or additional costs resulting from incorrect, incomplete, or inaccurate delivery information supplied by the customer.
Where an order is delayed, returned, misdelivered, or cannot be completed due to incorrect or incomplete delivery information provided by the customer, Tenko reserves the right to charge any additional delivery, handling, storage, or re-shipping costs incurred.
Authority to Leave
Where you authorise a courier or delivery provider to leave a parcel at an unattended location, without a signature, or otherwise outside of your direct possession (“Authority to Leave”), you acknowledge and agree that delivery shall be deemed completed once the parcel has been left at the nominated location.
To the fullest extent permitted by law, Tenko shall not be responsible for any loss, theft, damage, deterioration, or misplacement of a parcel occurring after delivery has been completed in accordance with your Authority to Leave instructions. No replacement, refund, or compensation will be provided for loss or damage resulting from an Authority to Leave request, except where required by applicable law.
Risk and Ownership
Risk in the products passes to the customer upon successful delivery of the products to the delivery address specified in the order, or where an Authority to Leave has been provided, upon delivery to the location designated by the customer.
Ownership of the products passes to the customer upon full payment of the purchase price and any applicable delivery charges.
Nothing in this section limits any rights that customers may have under applicable consumer protection laws.
Lost, Missing, or Damaged Deliveries
If an order is lost, damaged, or not received within a reasonable period after dispatch, customers should contact Tenko at [support email] as soon as reasonably practicable.
Tenko will investigate the matter with the relevant vendor, fulfilment partner, or delivery provider and, where appropriate, arrange for a replacement, refund, or other suitable resolution in accordance with the Returns & Refunds Policy.
Delivery Restrictions
Tenko currently delivers to locations specified on the Website. Delivery availability may vary depending on the product, vendor, fulfilment partner, and destination.
Tenko reserves the right to refuse, suspend, or cancel orders where delivery is not reasonably practicable or where fulfilment cannot be completed for operational, legal, or logistical reasons.