SHIPPING
Order Processing
For non-preordered items, orders are processed within 3–5 business days of purchase. Processing time covers order verification, quality inspection, and packaging. Business days are Monday through Friday, excluding federal holidays.
You'll receive a confirmation email when your order is placed, and a second email with tracking information once your order ships.
Shipping Method & Transit Time
All orders ship via FedEx Ground. Once your order leaves our facility, transit typically takes 3–5 business days, depending on your location.
Total estimated delivery time is 6–10 business days from the date your order is placed (processing + transit combined).
Delivery timeframes are estimates and are not guaranteed. Once a package is handed to FedEx, delivery timing is subject to the carrier's schedule and conditions outside our control, including weather and regional delays.
Order Tracking
A tracking number will be emailed to you as soon as your order ships. You can use it to monitor your delivery through FedEx.
Shipping Locations
We currently ship within the contiguous United States. We do not ship to P.O. boxes, APO/FPO addresses, Alaska, Hawaii, or international destinations at this time.
Please ensure your shipping address is accurate and complete at checkout. We are not responsible for orders shipped to an incorrectly entered address.
Cancellations
We strive to ship orders in 3-5 business days. Please contact us within 24 hours of receiving your confirmation email if you need to cancel or change your order. If you wish for us to reroute the packages back to our warehouse, a minimum base fee of $25 per package will be charged for the return shipping costs. Original shipping costs are non-refundable.
In the event that FedEx is unable to reroute all of your packages, the shipping cost to return a package will be the standard cost of the shipping label provided by Tensile USA.
Damaged or Lost Shipments
If your order arrives damaged, contact us within 48 hours of delivery with your order number and photos of the damage and packaging. We'll work with you to arrange a replacement or resolution.
For lost shipments, please contact us so we can open an investigation with FedEx.
Contact
Questions about your order or this policy? Reach us at support@tensileusa.com.
RETURNS & REFUNDS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@tensileusa.com. Please note that returns will need to be sent to the following address:
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@tensileusa.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@tensileusa.com.