Customers are responsible for all shipping costs associated with their order. We do not refund shipping costs or additional fees in relation to shipping for any reason.
- Delivery Details
- Delay Notification
- How Long will it Take to Ship Out
- Shipping Confirmation
- Redirect your Parcel
- Lost Parcel or Damaged Item(s)
- Shipping Carrier
- Canada Shipping
- Packaging Details
- Return Policy
- Late or Missing Refunds
- UPS Investigations
- Ship your Return Parcel to TENGA
- When you Receive Defective Item(s)
During the holiday season, deliveries may be delayed due to the high volume of orders.
Shipments to Canada take 3~4 weeks of delivery time.
We apologize for the inconvenience and thank you for your understanding.
How Long will it Take to Ship Out
All orders will be sent out automatically from our warehouse in Torrance, CA. All orders begin to be processed for shipping 36 hours after the order is placed during the working hours of 10:00 ~ 16:00 PST or first thing the following working day. Deliveries will not be sent out during Saturdays, Sundays or Public Holidays.
Once shipped, you will receive a shipped notification including your tracking number. Delivery usually takes anywhere from one to five business days. Please note that inclement weather, accidents, disasters, insufficient stock etc. can affect delivery times. Please Contact Us should you have any questions about your delivery, or if the delivery appears to be missing.
Please see our Returns Policy if you wish to cancel an order that has already been shipped out.
Redirect your Parcel
Please provide current and accurate shipping address information to ensure proper delivery and to avoid delays with your order. A $25.00 charge may be applied to your credit card for redirected packages when incorrect or incomplete addresses are provided. Guarantees also do not apply when incorrect or incomplete addresses are given.
Lost Parcel or Damaged Item(s)
In case of lost parcels or damaged items, please contact us here.
*Please contact us about the issue within 60 days of purchase
*If the delivery issue has exceeded 60 days from purchase, we will not be able to issue a refund or replacement.
We use UPS, FedEx, DHL and USPS, and other carriers as our main carriers.
The iroha Store USA offers shipping to Canada, at the following rates:
- $20 flat rate for all orders under $75
- Free Shipping for all orders over $75*
Duties and taxes are not included in the shipping price. The customer is responsible for paying these fees.
Duties and taxes are determined by the customs agency within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold - if it exists - for goods imported into the destination country. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery.
The iroha Store USA does not ship to countries outside of the USA and Canada.
Please note that all prices on the iroha Store USA are in US dollars.
*Conditions may be subject to change.
All orders from the iroha Store USA will be shipped out in a discreet brown box as shown below.
No iroha or TENGA branding or logo will be visible on the box itself. The return addressee on the shipping label will be shown as "TENGA USA INC."
Please read out our Shipping FAQ for other common questions.
Due to the sensitive nature of our products, the iroha Store USA is unable to offer any refunds or exchanges on items that have been opened. Once an item's packaging has been opened it is no longer eligible for return or exchange.
We thank you for your understanding.
For any returns claims please Contact Us by clicking here.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. The products must also be unopened, in the original packaging.
If you have not opened the shipping box it was delivered in, we recommend opening the box once to first verify the contents, then re-seal the box to ship it to us. If a product is missing from your return, we cannot issue a refund for that item.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the fulfilment warehouse or manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
- Product Purchased with Coupon Codes
- Product Purchased as part of a set for a Coupon Code or Campaign*
*Refunds may be available if all products in the set are unopened and in original condition.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will be applied to your credit card payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us from our Contact Us page.
UPS Investigations (if applicable)
Please note that UPS investigations usually take approximately 2 - 3 working weeks. Upon the completion of the lost package investigation, you can choose to receive between a replacement or a refund for your order.
Thank you for your time and understanding.
Ship your Return Parcel
To return your product, please Contact Us by clicking here. We will provide delivery details for the return of your purchased product.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, only the cost of the item(s) purchased will be refunded.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and can not be held liable for packages lost through the fault of your chosen delivery service.