Once you submit your order, we process it as soon as possible.
Because we process orders so quickly, it is not always possible to make changes to your order after submission. If you do have a change to your order or are hoping to cancel it, please e-mail firstname.lastname@example.org within 1 hour (60 minutes) of purchase.
A confirmation email is sent once the item leaves our warehouse. This email will not only confirm that the item has left our warehouse, but will also provide the tracking number for your item along with an estimated delivery date.
Q: Is Tendlite.com safe?
A: Absolutely! Our SSL certificate provides one of the highest levels of encryption to protect all of your sensitive information. Tendlite will never share your information with anyone besides the account holder. We do not retain any of your credit card information aside from your name, address and the last four digits of your card number.
Q: How can I check the status of my order?
A: Once the order has been successfully placed you will receive an Order Confirmation email containing a link to view your order status.
If you have created an account, you can log into your account at tendlite.com. Through the “ACCOUNT" link at the top of the page, you can view all of your current and previous orders and check on the status of your orders. If you have questions about your order, please e-mail email@example.com with your order number and your inquiry.
Q: Can I cancel or make a change to my order?
A: Because we process orders so quickly, it is not always possible to make changes to your order after submission. If you do have a change to your order or are hoping to cancel it, please e-mail firstname.lastname@example.org within 1 hour (60 minutes) of purchase. If a modification to your order changes the subtotal, it may also impact your order's eligibility for our Free Shipping offers or other discounts and promotions. Any refunds issued may take 10 business days to appear in your account. If your order is already processed and/or shipped and we are unable to make the change you requested, you may return your item by requesting RMA to email@example.com.
Q: What does my order status of "Confirmed"?
A: You have successfully placed the order, but the item is not shipped or fulfilled yet.
Q: Why was my credit card declined?
A: Many times a credit card or debit card is declined because the account information associated with the card does not match the billing information you provided in the checkout process, resulting in an AVS mismatch “The address provided does not match billing address of cardholder” message. Please double check that the name and address you provided matches exactly the information associated with the card and try your payment or order again. An Auth Declined message means that the bank/credit card company declined your card, and you will need to contact them in order to use that form of payment.
Q: Why was my credit card charged even though my order didn't go through? How do I get my money back?
A: When you place an order, your bank or credit card company puts those funds on hold, but if the card is declined for any reason (ex. incorrect billing information resulting in an AVS mismatch message,) the payment is automatically voided, and we cannot collect those funds. Many times the funds will be available again to you within a few days, just like a return. Check with your bank or credit card company to find out how long they keep pending payments on hold.
Q: Why isn't my Visa gift card or prepaid credit card working?
A: In order to use a prepaid gift card to shop at tendlite.com, the card must be registered at Visa, Mastercard, Discover or American Express with your correct billing information. If you try to use an unregistered card, our security system will reject those payments. Also, the total of your purchase cannot exceed the amount left on the gift card because we do not accept split payments on our website.
Q: USPS tracking shows that they delivered my order, but I didn't receive it. Does that mean that my package is lost or stolen?
A: With any type of shipping, packages may get lost or delayed at times. However, most of the time, neighbors or other household members accept packages from USPS in place of the customer but fail to inform them. If this is not the case, please e-mail us at firstname.lastname@example.org so we can have USPS start an investigation into the location of your order. Please include your order number, name and contact information.
Q: Why didn't I get Free Shipping on my order?
A: We provide free USPS Ground shipping for purchases of $50.00 or more to anywhere in the continental United States. The free shipping offer is based on the subtotal of your purchase of $50 or more after discounts and before tax.
Q: Do you ship outside of the United States?
A: Yes, we offer international shipping via USPS International Priority Air (2-3 weeks) at $25.99
Q: Do you have a physical store where I can shop?
A: No, at this time we follow a completely online business model
Q: If I return an item for which I received a discount, can I reuse my discount/coupon the next time I shop?
A: Our coupons are one time use. Once an offer has been redeemed, it cannot be used again or transferred to a new order.
Q: I signed up to receive emails. Why haven't I gotten any yet?
A: If you've already checked your spam and junk email folders, and its been 3 hours since you've signed up, please email email@example.com with your name, e-mail address and the details of your situation, and we'll try to help you as quickly as possible.
Q: Can I get a price adjustment for an item I purchased that is now on sale or has been further reduced?
A: We do not currently offer price adjustments on previously purchased items. If something you ordered has gone on sale since you placed your order, you may place a new order for that item and return your first order.
Q: Do you have an extended Holiday Return Policy?
A: All orders placed between November 1st, 2016 and December 1st, 2016 may be returned past the 60 day return limit as long as they are returned by January 31st, 2017. Orders placed past December 1st, 2016 fall into the normal return period.
Expected delivery timeframes/costs:
Standard - USPS First Class Mail (5 - 8 days) - Free
Expedited - USPS Priority Mail (3 - 4 business days) - $7.99
Standard - USPS First Class Mail - $9.99
Expedited - USPS Priority Mail - $19.95
USPS International Priority Air (2-3 weeks) - $25.99