Shipping Policy

Last Updated: November 11, 2026

At tenqelo, we aim to make order delivery straightforward and convenient for our customers. This Shipping Policy explains our available shipping methods, applicable delivery charges, estimated delivery periods, and important information regarding order transportation.

Our online store is operated by Shaanxi Yuyanyingyouhong Technology Co., Ltd.

Please review the following information before completing your purchase so that you can understand our current delivery arrangements.

1. Available Shipping Methods

We currently offer two shipping options for eligible purchases: Free Shipping and Standard Shipping.

Both options are available for all products, subject to the delivery destinations supported by our store.

The applicable shipping method and charges will be displayed during checkout.

1.1 Free Shipping

Customers placing qualifying orders of $39.00 or more can enjoy free shipping.

The current arrangement is:

  • Shipping Fee: Free.

  • Minimum Order Amount: $39.00.

  • Applicable Products: All products.

  • Estimated Delivery Time: 10–15 business days.

No standard shipping fee is charged for eligible orders meeting the free shipping threshold.

1.2 Standard Shipping

For orders below the free shipping threshold, Standard Shipping is available at the following rate:

  • Shipping Fee: $4.99.

  • Applicable Order Amount: $0.00–$38.99.

  • Applicable Products: All products.

  • Estimated Delivery Time: 10–15 business days.

The standard shipping charge will be added to your order total during checkout.

1.3 Shipping Rate Summary

Our current shipping fee structure is summarized below:

Shipping Method Order Amount Shipping Fee Estimated Delivery
Free Shipping $39.00 and above Free 10–15 business days
Standard Shipping $0.00–$38.99 $4.99 10–15 business days

Please check the final order summary before submitting payment to confirm the applicable shipping option and total charges.

2. Order Processing and Preparation

After an order has been successfully submitted and payment has been confirmed, it will enter our applicable order review and preparation procedures.

Depending on the order, these procedures may involve:

  • Reviewing submitted purchase information.

  • Confirming product availability.

  • Verifying relevant transaction details.

  • Preparing the purchased products.

  • Arranging shipment through the applicable delivery service.

Please understand that order preparation and shipping transit are separate stages.

The estimated shipping period stated in this policy is 10–15 business days. Any applicable order preparation time is separate and may affect the overall time required to receive your purchase.

We do not publish a fixed order preparation timeframe, as the time required may vary depending on the circumstances of individual orders.

3. Estimated Delivery Time

Both Free Shipping and Standard Shipping currently have an estimated delivery period of 10–15 business days.

This is an estimated timeframe rather than a guaranteed delivery date.

Actual delivery schedules may vary depending on several factors, including:

  • The destination of the shipment.

  • Transportation and logistics arrangements.

  • Shipping carrier operating conditions.

  • Public holidays and weekends.

  • Weather conditions.

  • Customs procedures, where applicable.

  • Unexpected transportation or delivery disruptions.

We make reasonable efforts to arrange shipments efficiently, but certain circumstances beyond our reasonable control may affect the actual arrival date.

Business days generally exclude weekends and applicable public holidays.

4. Shipping Address Requirements

Customers are responsible for providing complete and accurate delivery information when placing an order.

Please carefully verify the following details before completing checkout:

  • Recipient's full name.

  • Street address.

  • Building and apartment or unit number, where applicable.

  • City and state or province.

  • Postal or ZIP code.

  • Country or region.

  • Contact information.

An incomplete or inaccurate address may cause delivery delays, unsuccessful delivery attempts, or other transportation difficulties.

If you discover an error in your shipping information after submitting an order, please contact us immediately.

We will review whether an address correction can be accommodated based on the current order processing and shipping status.

Please note that changes cannot be guaranteed once an order has entered processing or has been handed over to the shipping carrier.

5. Shipment Tracking

When tracking information becomes available after an order has been dispatched, relevant shipment details may be provided through our available order notification system or by email.

Customers can use the provided tracking information to follow the transportation progress of their packages.

Please allow some time for tracking information to appear or refresh after the shipping carrier receives the package.

If tracking information does not update immediately, this does not necessarily mean that the shipment has stopped moving.

If you experience an extended tracking interruption or have concerns about your shipment, please contact our customer support team with your order number and tracking details, if available.

6. Delayed Shipments

Although we aim to maintain the estimated delivery period, occasional delays may occur.

Possible causes include:

  • Transportation interruptions.

  • Carrier processing delays.

  • Severe weather conditions.

  • Public holidays.

  • Customs inspections, where applicable.

  • Unexpected logistics disruptions.

  • Other circumstances affecting delivery operations.

If your order has not arrived within the estimated delivery period, please contact us so that we can review the available shipment information.

To help us investigate the situation, please provide:

  • Your order number.

  • Your tracking number, if available.

  • The email address used during checkout.

  • A brief description of your delivery concern.

Our customer support team will review the available details and assist with the appropriate next steps.

7. Missing or Undelivered Packages

If your tracking information indicates that a package has been delivered but you have not received it, we recommend checking the following:

  1. Your usual delivery location.

  2. Your mailbox or designated package area.

  3. Whether a household member or another authorized recipient accepted the package.

  4. Whether the package was left with building reception or another designated delivery location, where applicable.

  5. The latest tracking information provided by the carrier.

If the package remains missing, please contact our support team.

We will review the available delivery information and help determine the appropriate next steps.

If a shipment appears to be lost or has experienced an unsuccessful delivery, we will assess the circumstances and handle the inquiry in accordance with applicable requirements.

8. Incorrect or Incomplete Shipping Information

Accurate delivery information is important for successful order fulfillment.

If an order cannot be delivered because the information provided during checkout is incomplete or incorrect, additional delivery arrangements may be necessary.

If you notice an error before the order has been dispatched, please contact us as soon as possible.

Once the package has entered the carrier's transportation network, we may have limited ability to modify the delivery information.

If a delivery issue occurs, our team will review the circumstances and explain the available options.

9. Shipping Restrictions and Delivery Availability

Shipping availability may depend on the destination and the delivery services supported by our store.

Although both shipping options apply to all products, not every destination is necessarily eligible for every available delivery service.

The shipping methods and charges displayed during checkout represent the options currently available for the delivery address entered.

If a destination cannot be served through our available shipping arrangements, the relevant shipping option may not appear during checkout.

Customers are encouraged to verify their delivery information and available shipping methods before completing a purchase.

10. Shipping Charges and Order Confirmation

Shipping fees are calculated according to the order amount and the applicable shipping method.

Our current rates are:

  • Orders of $39.00 or more qualify for Free Shipping.

  • Orders from $0.00 to $38.99 are subject to a Standard Shipping fee of $4.99.

The applicable delivery charge will be displayed in your shopping cart or during checkout.

Please review the final order summary, including product prices and shipping charges, before submitting payment.

Once an order has been confirmed, the applicable shipping arrangement will generally follow the selection and charges displayed at checkout, subject to correction of obvious errors and applicable legal requirements.

11. Order Changes and Cancellations

If you need to modify or cancel an order, please contact us as soon as possible.

Requests will be reviewed according to the current processing and shipment status.

Before an order enters processing or dispatch, we will assess whether the requested modification or cancellation can be accommodated.

Once an order has entered processing or has been handed over to the shipping carrier, changes or cancellations may no longer be possible through our standard procedures.

If the package has already been dispatched, customers may submit a return request according to our Return & Refund Policy.

Any applicable cancellation rights under consumer protection laws will remain unaffected.

12. Shipping Issues Involving Damaged or Incorrect Products

We understand that receiving an order in the expected condition is important.

If your package arrives with a damaged, defective, incomplete, or incorrect product, please contact our customer support team.

To help us review the matter, please provide:

  • Your order number.

  • The affected product name.

  • A description of the issue.

  • Clear photographs or videos showing the problem, where available.

  • Photographs of the external packaging, if relevant.

Our team will assess the circumstances and explain the appropriate resolution.

If a return is required because of a qualifying product issue or an error on our part, tenqelo will cover the applicable return shipping costs.

For complete after-sales information, please refer to our Return & Refund Policy.

13. Relationship Between Shipping and Returns

Shipping arrangements for outgoing orders are separate from the return shipping arrangements described in our Return & Refund Policy.

The following conditions apply to our standard after-sales procedures:

  • Personal preference returns: Customers are responsible for applicable return shipping costs.

  • Damaged or defective products: tenqelo covers applicable return shipping costs when a return is required because of a qualifying product issue.

  • Incorrect products: tenqelo covers applicable return shipping costs when a return is required because of an error on our part.

Eligible purchases may be returned within 30 calendar days after delivery, subject to the applicable return conditions.

All return requests must receive prior authorization from our customer support team.

For approved returns, the designated return address and shipping instructions will be provided separately.

Please do not use the business address listed on our Contact Us page as a return destination unless our customer support team has specifically confirmed that it is the correct address.

14. Circumstances Beyond Our Reasonable Control

Certain events may affect shipping schedules or delivery operations despite reasonable efforts to arrange transportation.

These circumstances may include:

  • Severe weather events.

  • Natural disasters.

  • Public emergencies.

  • Transportation interruptions.

  • Carrier service disruptions.

  • Customs or regulatory procedures.

  • Government restrictions.

  • Other events beyond our reasonable control.

When such circumstances affect a shipment, the estimated delivery period may change.

We will provide reasonable assistance based on the available shipment information and applicable legal requirements.

Nothing in this section is intended to exclude responsibilities that cannot legally be excluded under applicable law.

15. Updates to This Shipping Policy

We may revise this Shipping Policy periodically to reflect changes in our delivery arrangements, shipping rates, business operations, or applicable legal requirements.

Any revised version will be published on this page together with an updated Last Updated date.

Customers are encouraged to review this page before placing an order to understand the current shipping conditions.

Changes will be handled in accordance with applicable laws and existing contractual obligations.

16. Contact Information

If you have questions about shipping methods, delivery charges, tracking information, delayed packages, or other transportation-related matters, please contact our customer support team.

Our official business information is as follows:

Brand Name: tenqelo

Legal Company Name: Shaanxi Yuyanyingyouhong Technology Co., Ltd.

Customer Service Email: service@tenqelo.com

Business Phone: +86 29-38012579

Business Address:

Room 412, Unit 2, Building 6, Phase 2, Airport Industrial Park, Airport New City, Xixian New Area, Shaanxi Province, China, G146.

For existing order inquiries, please include your order number and the email address used during checkout.

Our team will review your message and provide the appropriate assistance.

Thank you for choosing tenqelo. We appreciate your trust and look forward to providing you with a convenient and dependable shopping experience.