Shipping policy
SHIPPING POLICY
Last updated: 4 August 2026
This Shipping Policy applies to orders placed through tentenhub.store.
TenTen is referred to in this policy as “TenTen”, “we”, “us” or “our”.
- Where we currently deliver
TenTen currently offers checkout delivery to:
• Australia
• New Zealand
• United States
• Canada
• Hong Kong
• Israel
• Japan
• Malaysia
• Singapore
• South Korea
• The United Arab Emirates
Delivery is not currently available through checkout to the United Kingdom, European Union or other countries not listed above.
Available destinations may change. The ability to view a local market or currency does not, by itself, mean that delivery is available to that destination.
- Made-to-order processing
Some or all TenTen products are produced to order by third-party production partners.
Most orders are expected to leave production within 2–7 business days after the order is accepted and submitted to production.
Processing times are estimates and may increase during launches, promotional periods, holidays, high-volume seasons, stock shortages, production interruptions or quality-control checks.
Business days exclude weekends and public holidays observed by the relevant production facility or carrier.
- Estimated delivery after dispatch
Standard delivery estimates after dispatch are:
• United States: approximately 2–5 business days
• Australia: approximately 10–30 business days
• New Zealand: approximately 10–30 business days
• Canada: approximately 10–30 business days
• Hong Kong, Israel, Japan, Malaysia, Singapore, South Korea and the United Arab Emirates: approximately 10–30 business days
These estimates begin after production is complete and the parcel is accepted by the carrier. They are not guaranteed delivery dates.
The total estimated time from order acceptance to delivery is the production period plus the applicable delivery period.
- Delivery charges and free-delivery thresholds
Current base delivery charges are:
• Australia: A$12.95 for orders under A$100; free standard delivery for orders of A$100 or more
• New Zealand: A$19.95 for orders under A$150; free tracked international delivery for orders of A$150 or more
• United States and Canada: A$19.95 for orders under A$150; free tracked international delivery for orders of A$150 or more
• Hong Kong, Israel, Japan, Malaysia, Singapore, South Korea and the United Arab Emirates: A$24.95 for orders under A$150; free tracked international delivery for orders of A$150 or more
Thresholds are calculated using the order value after discounts and before any charges that Shopify excludes from the delivery-rate calculation.
Customers shopping in another supported currency may see a converted delivery charge. The exact charge, currency and free-delivery eligibility shown at checkout before payment will apply to the order.
- Tracking and separate parcels
Where tracking is available, tracking information will be sent after the parcel is dispatched and the information is received from the production partner or carrier.
Carrier scans may take several business days to appear, particularly for international parcels. A tracking number that has not yet updated does not necessarily mean that the parcel has not been dispatched.
Products may be produced or dispatched from different facilities. An order may arrive in separate parcels and on different dates, with separate tracking numbers.
- Delivery addresses
Customers are responsible for providing a complete and accurate delivery address before checkout.
TenTen cannot guarantee that an address can be changed after an order has been placed. A change request must be submitted immediately through the Contact page and is effective only if TenTen confirms it in writing before production or dispatch.
TenTen is not responsible for delay, failed delivery or additional costs caused by incorrect, incomplete or outdated information supplied by the customer, except where applicable law provides otherwise.
If a parcel is returned because an address was incorrect, delivery was refused, customs charges were not paid or the parcel was not collected, TenTen may require payment of additional delivery costs before resending it. Any refund request will be handled under the Refund and Returns Policy and applicable law.
- Customs, duties and import charges
International orders may be subject to customs duties, import taxes, brokerage charges or other fees imposed by a government, carrier or broker.
Unless a charge is expressly collected at checkout, the customer is responsible for paying it. TenTen does not control these third-party charges and cannot guarantee their amount.
A delay caused by customs is outside the carrier’s standard delivery estimate. Refusing a parcel or failing to pay a required import charge may result in return and other costs as described in the Refund and Returns Policy, to the extent permitted by law.
- Delays, missing parcels and tracking problems
Delivery estimates are not guaranteed dates unless TenTen expressly confirms otherwise in writing.
If a parcel has not arrived by the end of the applicable estimated delivery period, or tracking shows an unexplained delay, the customer should contact TenTen through the Contact page with their order number.
The customer may be asked to confirm the delivery address, check with other occupants, neighbours or reception staff, check for a safe-place delivery, contact the local carrier or complete a non-receipt declaration.
TenTen will assess the matter using order records, tracking information, carrier enquiries and any evidence provided.
Nothing in this section removes any right relating to non-delivery that cannot legally be excluded.
- Damaged parcels and incorrect products
If a parcel or product arrives damaged, faulty or incorrect, the customer should retain the product and packaging and follow the claim process in TenTen’s Refund and Returns Policy.
Customers must not return a product until TenTen has approved the return and provided written instructions, including the correct return address.
- Events outside reasonable control
Delivery may be affected by severe weather, natural disaster, industrial action, customs processing, government action, carrier disruption, transport interruption, security incidents, high-volume periods or other events outside reasonable control.
TenTen will take reasonable steps to investigate and communicate material delays.
Nothing in this section excludes a right or remedy that cannot legally be excluded.
- Contacting TenTen
Shipping and delivery enquiries must be submitted through the Contact page on tentenhub.store.
The customer should include their order number and sufficient information for TenTen to identify and investigate the shipment.
- Changes to this policy
TenTen may update this policy to reflect changes to delivery destinations, rates, production partners, carriers, operations or legal obligations.
The Shipping Policy that applied when an order was placed will continue to govern that order unless a later change is required by law or gives the customer more favourable rights.