※The package will be shipped from our warehouse two business day after the payment date.

If your package has not arrived yet, the following are the possible reasons.

- Item declaration is insufficient ・incorrect.
- The local customs determine that package contains item(s) cannot be imported.
- Customs duties/taxes have not been paid by the consignee.

Please keep checking the tracking page to see the latest update and whether your package has been delivered successfully. Usually DHL will contact you via email or phone to notify the procedures that you need to handle. If you do not receive any contact from DHL, or if you have any questions, please contact your local DHL directly, and follow their instructions to complete the customs clearance.

If your problem cannot be resolved after you contact your local DHL, please send the following information to tenso.com customer service.
1.
・Date you contacted them:
・Name of the person in charge:
・The question you asked and DHL’s answer: (please be detailed)
2.
Order details from the shop with price and quantity listed

We will check with DHL after receiving the information above.