Shipping Policy

Last updated: June 2026

Processing Times

• In-stock items: Orders are typically processed within 2-3 business days
• Pre-orders: Processing times will be noted on the product page
• Custom or made-to-order items: Processing timelines will be communicated after your order is confirmed
• Newly released items: Processing and shipping times may be adjusted due to high demand. We'll provide updated timelines at checkout and via order confirmation email

Once your order ships, you will receive a confirmation email with tracking information.

Shipping Rates & Delivery

Shipping rates are calculated at checkout based on your location and selected shipping method. We ship from the United States.

• Delivery times are estimates and may vary due to carrier delays
• Shipping rates and availability may change for newly dropped tiles due to demand fluctuations
• Tenpai LLC is not responsible for delays caused by shipping carriers, weather, or unforeseen circumstances once an order has shipped
• We use tracked shipping methods whenever possible

International Shipping

International shipping availability and rates are calculated at checkout. Buyers are responsible for any customs fees, duties, or taxes imposed by their country.

Package Care

We carefully package all tiles to protect them during transit. However, please inspect your order upon arrival. If you notice any damage to the package or its contents, please contact us at hello@playtenpai.com within 7 days of delivery with photos.

Lost or Stolen Packages

Tenpai LLC is not responsible for lost or stolen packages once marked as delivered by the carrier. If you experience an issue with a lost or stolen package, please:

1. Check your tracking information
2. Contact the shipping carrier directly
3. Reach out to us and we'll help you file a claim if needed

Questions?

If you have questions about shipping, delivery times, or your order status, please reach out at hello@playtenpai.com.