HOW DO I SEARCH FOR A PART?
Use the search bar on the top of the website to search by full or partial part number.
HOW DO I PLACE AN ORDER?
You may place an order directly on our website or by emailing email@example.com
CAN I AMEND MY ORDER ONCE IT’S BEEN PLACED?
Please email firstname.lastname@example.org if you need to amend your order. Make sure to include your order number on any correspondence.
WHAT IS THE MINIMUM ORDER VALUE?
The minimum order value is $250 or the respective amount in your chosen currency. Please note that we accept payment in GBP, USD, EUR and JPY.
THERE IS NO PRICING ON THE PRODUCT PAGE – WHAT DO I DO?
Call us on +44 1212 33 99 66, +1 801 877 0888 or email us at email@example.com
HOW DO I PAY FOR MY ORDER?
We accept several payment methods: Credit Card (Visa, MasterCard, American Express), Debit Cards, Wire Transfer or NET account (subject to terms). Please note that we accept payment in GBP, USD, EUR and JPY.
WHAT IS YOUR VAT NUMBER?
GB857 0998 71.
DO YOU OFFER CREDIT TERMS?
Yes, at our discretion and dependent on a credit check. Please email firstname.lastname@example.org for the account application form.
WHAT IS THE PROFORMA PAYMENT OPTION?
The 'Proforma' payment option is for customers who do not hold a credit account with us. Customers will be provided with a Proforma Invoice against which they will need to make payment. Please be aware that no stock will be reserved until the Proforma payment has been received.
WILL I RECEIVE AN ORDER CONFIRMATION?
Yes, shortly after placing an order you will receive an email with your details confirming that your order has been received. We will then email you again once your order has been dispatched.
WHAT DOES NC/NR MEAN?
NC/NR stands for Non-Cancellable/Non-Returnable. Please note that once confirmed by the factory we are unable to cancel your order, so please be aware of this when placing any order on factory lead-time. Furthermore, pre-payment is required in full for all orders that are custom or backorders.
CAN I PLACE AN ORDER FOR A QUANTITY GREATER THAN YOU HAVE IN-STOCK?
Yes. If we are franchised or stockists for the product being ordered, the website will allow you to purchase larger quantities. You may also backorder items which are currently out of stock.
WHAT DOES FACTORY LEAD-TIME MEAN?
Factory lead-time is defined as the amount of time specified by the manufacturer before you will take delivery of the goods. This is only relevant if we don't have stock at one of our warehouses. Please note that whilst our information is updated daily, sometimes lead-times can be reduced, or increased, by the manufacturer and are out of our control. All factory lead-time orders are NC/NR (Non-Cancellable/Non-Returnable) so please confirm the lead-time with your account representative prior to placing your order.
HOW MUCH IS SHIPPING?
Shipping costs vary depending on (volumetric) weight and country location. These costs will be automatically added to your invoice. In the event that your order is unusually heavy or bulky, Tencell will contact you prior to dispatch for shipping quotes. We do not ship on customer accounts as this would invalidate our insurance policy.
WHEN WILL MY ORDER SHIP?
Please allow 5-7 working days for delivery. As we have multiple warehouses, we may need to consolidate your order prior to dispatch. If there is a backorder, please follow the advertised lead-times. Your account representative will be able to assist you with this and we will send you a dispatch email as soon as the order leaves our warehouse.
WHERE WILL MY ORDER SHIP FROM?
From one of our warehouses in the UK, USA or Japan.
HOW DO I GET A TRACKING NUMBER?
Your tracking number will be detailed on your order dispatch email.
WHAT IS YOUR RETURN POLICY?
Full details of our return policy can be found HERE
Tencell may accept returns subject to our T&C's. A Return Merchandise Authorisation (RMA) number must be obtained prior to returning any product. Please email email@example.com to gain approval and an RMA number. Please note that once approved, all returns should be made within 14 days of receiving the goods/invoice date, whichever is the sooner, and be accompanied by the original invoice number and the RMA paperwork. No returns will be accepted without prior authorisation and an RMA number.
THERE IS AN ITEM MISSING FROM MY ORDER, WHAT SHALL I DO?
Please email firstname.lastname@example.org as soon as you receive your order, be sure to include the order number and details of the missing item.
ONE OF MY ITEMS HAS BEEN DAMAGED IN TRANSIT, WHAT SHALL I DO?
Please email email@example.com as soon as you receive your order, be sure to include the order number and details of the damaged item including photographs if possible.
HOW LONG IS THE WARRANTY PERIOD?
All of our products come with a 60-day warranty period which starts on the date of delivery. Please speak to your account executive for further information.
I CAN’T REMEMBER MY PASSWORD; HOW CAN I ACCESS MY ACCOUNT?
Please click HERE to change your password.