Shipping Policy

At TENSHINE INTERNATIONAL GROUP (HK) LIMITED, we strive to provide transparent, reliable, and hassle-free shipping for our commercial kitchen equipment. Because our products range from countertop machines to massive heavy-duty equipment, our shipping methods are categorized into two types:

1. Standard & DDP Shipping (Calculated at Checkout) For select items (such as specific commercial rotisseries) shipped to the United States and certain regions, we proudly offer flat-rate or calculated shipping fees directly at checkout.

• What DDP means for you: Many of these specific items include DDP (Delivered Duty Paid) service. This means TENSHINE covers the transportation fees, export/import customs clearance, and import duties/taxes. The price you pay at checkout is the final price to get the equipment to your door. No hidden fees, no surprise tax bills from customs.

2. Oversized & Custom Freight (Offline Negotiation) For the majority of our heavy, oversized commercial equipment, standard courier rates do not apply.

• Important: If you see a “$0.00” or "Free" shipping fee at checkout for a large item, it DOES NOT imply free shipping. It indicates that the freight cost must be determined offline based on your specific delivery address (e.g., commercial vs. residential, liftgate requirements).

• How it works: We strongly encourage you to contact us at info@tenshine.shop for a custom freight quote BEFORE placing your order. If you place the order first, our freight team will contact you within 1-2 business days with the exact shipping quote.

• ⚠️ Cancellation & Processing Fee: If you place an order with a "$0.00" shipping rate without consulting us for a freight quote first, and subsequently decide to cancel the order due to the offline freight costs, a non-refundable payment processing and cancellation fee of 5% to 10% will be deducted from your total refund. This covers the non-recoverable credit card transaction fees charged by our payment processors and administrative costs.

Order Processing & Delivery Times

• Processing Time: Please allow 1 to 7 business days (subject to extension during Chinese public holidays) for our manufacturing facility to prepare, conduct quality control (QC) checks, and package your commercial equipment. Once your order is dispatched, you will receive an email with your tracking information.

• Transit Time: Large and heavy products (Net weight over 66 lbs, or oversized dimensions) are generally shipped via Ocean Freight + Local Truck Delivery. Estimated transit time is 15 to 35 business days after the order is processed.

• (Note: In cases of force majeure—such as extreme weather, natural disasters, port strikes, or customs holds—delivery times may be extended. We will keep you updated if any significant delays occur.)

Receiving Your Heavy Equipment Due to the size, weight, and value of commercial equipment, please inspect the packaging and the unit immediately upon arrival BEFORE signing the delivery receipt. If you notice any severe external damage to the crate or box, please note "Damaged" on the delivery receipt or refuse the delivery, and contact us immediately with photos. We will handle such cases individually and strive to provide a satisfactory solution.

Remote Areas & Address Changes Certain remote, island, or restricted-access locations may incur additional freight surcharges. If you need to modify your shipping address after placing an order, please contact us by phone or email before shipment. Once the heavy freight has been dispatched, address changes may incur significant rerouting fees, which will be the responsibility of the customer.

Contact & Additional Notes We reserve the right to update or modify this Shipping Policy at any time without prior notice. For any shipping-related inquiries, freight tracking, or special delivery requests, please feel free to contact us:

• Email: info@tenshine.shop

• Phone: (+86) 137 6119 0505

• Corporate Entity: TENSHINE INTERNATIONAL GROUP (HK) LIMITED