Shipping policy

At Tenax Collection, we strive to make your delivery experience simple, reliable, and transparent. This policy explains how orders are processed, shipped, and delivered.

Shipping Locations

This shipping policy applies to orders delivered within Canada and the United States. Orders shipped to remote or rural areas may experience longer delivery windows depending on carrier availability in that region.

Delivery Timeframes

• Order Cutoff Time: Orders placed after 5:00 PM (EST), Monday through Friday, will be processed on the following business day, which may slightly extend delivery time.

• Processing Time: Orders are prepared and shipped within 1 to 2 business days (Monday through Friday).

• Shipping Duration: Once dispatched, delivery typically takes between 6 and 8 business days (Monday through Friday).

• Total Estimated Delivery Time: Most customers receive their orders within approximately 7 to 10 business days.

• Estimates, Not Guarantees: All delivery times are estimates. They hold true for the large majority of orders, though carrier delays, weather, high-volume periods, and larger or multi-item orders can occasionally extend them. Once an order has shipped, it is in transit with the carrier and cannot be cancelled, and a delivery that arrives later than estimated does not on its own qualify for a cancellation or refund. Orders confirmed lost in transit are covered under Missing or Delayed Orders below. An order that is returned to our facility during transit and shipped out again is not considered lost.

Note: Business days do not include weekends or statutory holidays

Shipping Carriers

Orders are shipped within Canada and the United States using established national and regional carriers to ensure reliable delivery. Our shipping partners may include:

• Canada Post
• USPS
• UPS
• FedEx

Carrier selection may vary depending on location and availability.

Shipping Fees

• Free Shipping: All orders delivered within Canada and the United States qualify for free shipping. No minimum purchase is required.

Delivery Support

If your order is delayed, missing, or arrives with an issue, please contact our support team. We will work quickly to assist you and resolve the situation.

Order Tracking

Once your order has shipped, you will receive a confirmation email containing your tracking number. To monitor your shipment's progress, visit the Track Your Order page on our website and enter your tracking number. If you did not receive a tracking confirmation email, please check your spam folder before contacting our support team.

Missing or Delayed Orders

If your order has not arrived within the estimated delivery window, please follow these steps:

Step 1: Visit the Track Your Order page on our website and enter your tracking number to check the status of your shipment. 

Step 2: If the tracking shows no updates for more than 3 business days or confirms the package is lost, contact our support team at info@tenaxcollection.com with your order number.

Step 3: Our team will open an investigation with the carrier within 1 to 2 business days of receiving your report.

Step 4: If the order is confirmed lost or undeliverable, we will arrange a full refund or replacement at no additional cost.

What Counts as Lost: An order is considered lost only when the carrier confirms it cannot be located or delivered and it will not be recovered. Occasionally, a package may be returned to our facility during transit because of a carrier, routing, or clearance issue. When this happens, we reship the order to you at no additional cost, and this is not treated as a lost or undeliverable order. The reshipped order carries a new tracking number, and delivery time is estimated from the date it ships again. Reshipped orders are not eligible for cancellation while in transit, and are covered by our standard 30-day return policy once delivered.

Please note that missing order claims must be submitted within 30 days of the estimated delivery date.

Questions

For additional help, please visit our FAQ page or Contact our support team directly.

Contact Information

Store Name: Tenax Collection
Email: info@tenaxcollection.com
Phone: +1 (647) 367-2891
Address: 171 Laurendale Avenue, Keswick, ON L4P 0C2, Canada
Customer Support Hours: Monday to Friday, 9:00 AM to 5:00 PM (EST)

We aim to respond to all inquiries within 1–2 business days.