Shipping & Returns
Please note that shipping charges are calculated based on actual weight and delivery address. We use multiple facilities to ship items so orders may often arrive in multiple shipments. When ordering a variety of products, your order may come in multiple boxes and arrive on different days as they may have been dispatched from multiple warehouses. Please note that the actual shipping charge will not appear in your cart until after you have entered your shipping address details. Until such time an estimated shipping fee is provided which may not be actual.
NOTE: If you notice that your shipping fees are exceeding your expectations it may be due to having products dispatched from multiple warehouses. Please contact us so we can help you consolidate your order to ship from fewer warehouses if it's possible.
COVID-19 UPDATE: Although we will try our hardest to adhere to our regular guidelines below, there may at times be a 24-48 hour processing time delay due to decreased staff and/or facility closures. In such cases all orders will be processed as quickly as possible with the specified shipping options chosen.
Orders for in-stock items shipped via regular Ground delivery will be shipped immediately from our nearest warehouse on the same working day, if placed before 3:30 p.m. EST. Orders choosing 2-day shipping must be placed by 2:30pm in order to be processed for shipment on the same working day. Please note that Saturday delivery is not an option and that 2-Day Shipping is a reference to 2 business days. Choosing 2-day shipping does not guarantee that you will receive your order in two business days, as this would only pertain to items in stock. If an item is out of stock, items will be shipped via the selected method of shipping once the items arrive in stock. Therefore, items chosen to ship via FedEx Ground will take 1-5 business days to arrive, and items chosen to ship 2-day delivery will take two days to arrive, once the item is shipped. Unless the item is indicated as a special order item, most items will ship within 24-72 hours.
Please note that all orders with a combined weight in excess of 150lbs will require a freight quote and that your order will be placed on hold until such time that a freight quote is provided, approved and paid. The shipping amount shown at time of order is for Ground Shipping only and does not apply for orders in excess of 150lbs. Orders in excess of 150lbs will be held until a freight quote is provided and approved by the customer.
We take great care in filling, checking and packing your order. On rare occasions, a package may be damaged or lost in transit. The carrier is responsible for merchandise after it leaves our warehouse.
For your protection, please follow these procedures:
- Carefully inspect each carton for damage.
- Check shipment against carrier's delivery receipt to make sure you received all cartons listed.
- Have the driver note shortages or damage, even if slight, on the delivery receipt.
- Immediately after delivery, open all cartons and inspect for concealed damage. If you find damage, DO NOT discard the carton or any contents of your package.
- Please contact TENSnet.com immediately at 877-341-8367. We will provide any assistance we can.
At TENSnet.com, we stand behind our products, as well as our service. Please examine your order carefully upon arrival. If you find an error was made, contact Customer Service immediately and we will issue a Return Authorization number. All shipping discrepancies and damaged package claims will be honored when communicated to TENSnet.com within 12 business days from receipt.
If the item is returned within 30 days, we will exchange or refund you the cost of the item (shipping fees not included). The customer will not be liable for title and risk of loss on such goods until the expiration of the 30-day period. We reserve the right to give authorization for returns to go through even after the 30-day period has passed. If the item is returned to stock after 30 days, a credit will be issued toward FUTURE PURCHASES ONLY. Please note that there are no returns on OVERSTOCK SALE items.
Unless you received a product that was previously damaged before it got to your hands you will incur in a 30% restocking fee for the return of the items. The products to be returned must be sealed in their original package with all the packing slips. They must be unused and not expired.
No returns are possible for custom-ordered items or consumable products.
*All shipping costs will be covered by the customer. Keep in mind that some of the items in our catalogue are offered with no shipping fees. For this reason, if you return one of these items the actual outbound shipping fees may be deducted from the refund provided. Before completing the refund process, all the returned items will be inspected. When exchanged for another item of equal or greater value, the original shipping fees may be waived.
Due to hygiene protocol there are certain products within our catalogue that MAY NOT BE RETURNED. There will be no refunds or exchanges made for the following:
Raised toilet seats, Commodes, Erection Aids, Catheters etc...
To assist us better in serving you, we require that all returns be pre-arranged by calling 877-341-8367. If you have a problem or any questions about a product under warranty, please call us for further assistance.