TENONFORM · CUSTOMER CARE

Customer Service Policy

Thoughtful assistance, genuine care, and dependable support at every step of your shopping experience.

Here to make every experience better

Welcome to TENONFORM. Customer satisfaction is at the heart of our commitment to continuously improving our services. We strive to provide clear, timely, and reliable support throughout the shopping experience, whether you need assistance before placing an order, while your order is being processed, or after receiving your purchase.

This Customer Service Policy applies to customers who purchase products or request assistance through the official TENONFORM online store.

Explore this policy

1. Customer Service
2. How to Contact Us
3. Inquiries & Response Times
4. Order Assistance
5. Shipping & Delivery Support
6. Product & After-Sales Support
7. Returns & Refund Assistance
8. Customer Complaints
9. Customer Privacy
10. Our Service Commitment
11. Policy Updates
12. Contact Us

THE TENONFORM STANDARD

Personal Attention. Honest Answers. Dependable Support.

We're here to help before, during, and after your purchase.

01. Customer Service

TENONFORM provides assistance with a wide range of shopping and order-related inquiries, including but not limited to:

• Product information, features, and specifications.
• Order placement and payment-related questions.
• Order processing and delivery status inquiries.
• Shipment tracking and delivery issues.
• Product quality concerns and shipping damage reports.
• Returns, refunds, and order cancellation inquiries.
• After-sales support and general customer assistance.
• Website navigation and shopping-related questions.

We will review each inquiry based on its nature and the specific circumstances of the order, and provide appropriate assistance whenever possible.

02. How to Contact Our Customer Service Team

If you have any questions or experience an issue while shopping with us, please feel free to contact our team using the information below.

For the most efficient assistance, we recommend contacting us by email. This allows you to include a detailed description of your concern along with any relevant order information or supporting documents.

03. Customer Inquiries and Response Times

To help us handle your request as efficiently as possible, please include the following information when contacting TENONFORM, whenever applicable:

• Your full name.
• Order number, if applicable.
• Email address used when placing the order.
• A detailed description of your inquiry.
• Relevant photos or other supporting documentation, if applicable.

Once we receive your inquiry, our team will review it based on its nature, complexity, and the information needed to address the issue.

Some requests may require additional time if we need to verify order records, inspect product details, or obtain shipping information.

We will make reasonable efforts to respond promptly and provide clear information about the next steps.

04. Order Assistance

If you notice an error in your order information or have questions about your order status after checkout, please contact us as soon as possible.

Depending on the current status of your order, we may be able to assist with:

• Verifying order details.
• Confirming payment status.
• Checking order processing progress.
• Reviewing eligible order modification requests.
• Providing guidance on order cancellations and refunds.

Please note that certain order details may no longer be changed once an order has entered the fulfillment or shipping process.

Although we cannot guarantee that every modification or cancellation request can be completed after an order has been submitted, we will make reasonable efforts to assist based on the circumstances.

05. Shipping and Delivery Support

TENONFORM is committed to providing a reliable delivery experience.

Our shipping rates are as follows:

• Orders of $322 USD or more qualify for free shipping.
• Orders under $322 USD are subject to a flat shipping fee of $15 USD.

If you experience tracking issues, delivery delays, a missing package, or any other shipping-related problem, please contact us for assistance.

To help us investigate, please provide your order number and any relevant tracking information.

For delays caused by circumstances beyond our control, we will assist with checking the shipment status and address the matter in accordance with applicable laws.

06. Product Concerns and After-Sales Support

If you receive an item that has a quality issue, was damaged during shipping, is missing components, or does not match your order details, please contact us as soon as possible.

To help us understand and resolve the issue, we recommend providing:

• Order number.
• Product name.
• A detailed description of the issue.
• Clear photos of the product.
• Photos of the original packaging and damaged areas, if applicable.

We will review the information you provide along with the relevant order records and work toward an appropriate resolution in accordance with our applicable Return and Refund Policy and consumer protection laws.

We believe that clear, fair, and transparent communication is essential to resolving customer concerns and providing a positive shopping experience.

07. Returns and Refund Assistance

If you would like to request a return or refund, you may submit your request through our customer service email.

When contacting us, we recommend including your order number, product information, and the reason for your request.

All return and refund requests will be reviewed and handled in accordance with TENONFORM's applicable Return and Refund Policy.

Depending on the circumstances, the process may involve:

• Reviewing return eligibility.
• Verifying the condition of the product.
• Providing return instructions and applicable procedures.
• Reviewing refund requests.
• Processing eligible refunds and sending relevant notifications.

If your order qualifies for a refund, we will process it in accordance with our applicable policies and legal requirements.

Nothing in this policy limits any statutory rights you may have regarding returns, refunds, order cancellations, or other consumer protections under applicable law.

08. Customer Complaints

TENONFORM values every customer's feedback and takes complaints seriously.

If you are dissatisfied with a product, order processing, shipping and delivery, or your customer service experience, you may submit a formal complaint by emailing our customer service team.

To help us review your concerns more efficiently, please include the following information whenever possible:

• Order number.
• Description of the complaint.
• Date or approximate time the issue occurred.
• A detailed explanation of the circumstances.
• Relevant photos, emails, or other supporting documentation, if applicable.

We will carefully review your feedback and investigate the matter based on the information available.

If additional investigation is necessary, we will make reasonable efforts to keep you informed and work toward an appropriate resolution.

09. Customer Information and Privacy

TENONFORM respects the privacy and security of our customers' personal information.

When providing customer support, we may use the information you voluntarily provide when reasonably necessary to:

• Verify order details and customer information.
• Respond to customer inquiries.
• Process after-sales service requests.
• Investigate shipping or product-related concerns.
• Send order-related notifications.
• Meet applicable legal obligations.

We handle customer information in accordance with applicable privacy laws and the TENONFORM Privacy Policy.

For your security, please do not send passwords, full payment card numbers, or other unnecessary sensitive information through standard email communications.

10. Our Commitment to Fair and Transparent Service

TENONFORM is committed to treating every customer fairly, honestly, and transparently.

Our customer service practices are guided by the following principles:

• Providing accurate and clear product and order information.
• Not intentionally withholding important transaction or shipping details.
• Handling customer requests based on their actual circumstances.
• Taking product quality and delivery concerns seriously.
• Respecting all consumer rights provided under applicable law.
• Addressing customer complaints in a reasonable and fair manner.
• Not using this policy to exclude any business responsibilities imposed by applicable law.

We continuously strive to improve our services and provide customers with a dependable and straightforward shopping experience.

11. Policy Updates

TENONFORM may revise this Customer Service Policy from time to time to reflect changes in our business operations, customer support procedures, or applicable legal requirements.

Any updates will be published on this page.

We encourage customers to review this page periodically to stay informed about our current customer service practices.

12. Contact Us

If you have any questions about this Customer Service Policy or need assistance with an order, product, or after-sales matter, please contact us using the information below.

Thank you for choosing TENONFORM. Your trust and feedback mean a great deal to us. We will continue working hard to provide dependable, transparent, and customer-focused service.

Here for You, Every Step of the Way

At TENONFORM, we believe great service is built on trust, thoughtful communication, and genuine care. Thank you for being part of our journey.

TENONFORM

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