Shipping Policy

Every TENDEX order begins with a quote and ends with a delivery. This page explains what happens in between.

Because the E7 contains a lithium-ion battery, it travels under transport rules that apply to all powered devices of its kind. Those rules shape how we ship, where we ship, and how the handover works at your door. We would rather set that out clearly here than surprise you later.

How Orders Are Fulfilled

TENDEX does not sell through a checkout. Orders are confirmed after a quote, and are fulfilled either directly by TENDEX or by your authorised TENDEX dealer, depending on your region.

Your quote confirmation states which applies to you, along with the delivery estimate for your address. If a dealer is fulfilling your order, that dealer handles the shipment and is your first point of contact for anything relating to it.

Where We Ship

We currently ship to addresses in the United Kingdom, the United States and Canada.

Some destinations sit outside our standard transport lanes because of battery handling restrictions. These include remote territories, offshore islands, and certain non-contiguous regions. If your address falls into one of these, we will tell you before your order is confirmed, not after.

We are unable to deliver to PO boxes, packing stations, freight forwarders or parcel lockers. Dangerous goods consignments require a signature from a named person at a physical address.

Processing Time

Orders are prepared within 2 business days of confirmation.

Preparation covers final inspection, battery charge check, and dangerous goods documentation. This last step is not optional and cannot be shortened. Every consignment ships with the paperwork its carrier and destination country require.

Business days are Monday to Friday, excluding public holidays in the country of dispatch.

Delivery Times

Estimated transit times once your order leaves us:

These are estimates from the carrier, not guarantees. Weather, customs inspection and seasonal volume all affect them. Where transit is running long, we will tell you rather than wait for you to ask.

Under EU consumer law, if we have not delivered within 30 days of order confirmation and no other period was agreed with you, you may set an additional reasonable period for delivery and, if that passes, cancel the order.

Shipping Costs

Shipping costs are quoted per order and depend on your destination and the transport lane required. Your quote states the amount before you confirm.

We do not offer expedited or overnight delivery. Lithium-ion consignments move on approved ground and freight lanes, and those lanes set the pace.

Battery Transport

The E7 ships with its battery installed and partially charged, as required under international transport regulation. You may find the device arrives with less charge than a full unit. This is intentional and correct.

Each consignment is packaged, labelled and documented to meet the dangerous goods standards of its carrier and destination. The outer packaging carries the relevant handling marks. Please keep this packaging until you have inspected the device.

Spare and replacement batteries are subject to separate transport rules and may ship independently of the main unit, sometimes on a different timeline.

Customs, Duties and Taxes

Within the EU: orders shipped from within the EU move freely. No customs charges apply.

United Kingdom, United States and Canada: import duties, taxes and customs clearance fees may apply depending on the origin of your shipment. Your quote states which charges are included and which are payable on delivery.

Where duties are payable by you, the carrier will collect them before releasing the shipment. We cannot mark consignments as gifts, understate values, or alter customs declarations. Dangerous goods documentation must match the declared contents exactly.

Tracking

You will receive tracking details by email when your order ships. If a dealer is fulfilling your order, tracking comes from them.

Tracking can take up to 48 hours to show movement after dispatch. Dangerous goods consignments sometimes scan less frequently in transit than standard parcels. A quiet tracking page during transit is normal and does not mean your order has stopped.

Delivery and Signature

All shipments require a signature. The carrier will not leave your order unattended, in a safe place, or with a neighbour.

If nobody is available, the carrier will attempt redelivery or hold the consignment at a depot. Dangerous goods shipments are held for a shorter period than standard parcels, often only a few days, after which they are returned to us. If that happens, redelivery costs apply.

Please arrange to be present. It is the single thing that most reliably prevents a delayed delivery.

Checking Your Order on Arrival

Inspect the outer packaging before you sign. If it shows crushing, puncture damage, water damage or signs of impact, note this on the carrier's delivery record before signing, or refuse the delivery outright.

Once you have signed, open the box and check the device within 10 days. Report any damage to us at support@starway.com with photographs of both the device and the packaging it arrived in. We need both.

If a device shows any sign of battery damage, including swelling, heat, odour or deformation, do not use it or charge it. Contact us immediately and we will arrange safe collection.

Wrong or Undeliverable Addresses

Please check your address carefully at quote confirmation. Once a dangerous goods consignment is booked, the address cannot be changed in transit and the shipment cannot be rerouted.

Orders returned to us because of an incorrect address, a refused delivery, or an uncollected consignment can be reshipped at additional cost.

Lost or Delayed Shipments

If tracking has shown no movement for 10 business days, contact us. We will open an investigation with the carrier.

Carrier investigations take time, and dangerous goods consignments are traced through a separate process that runs slower than standard parcel tracing. We will keep you updated as it moves rather than leaving you to chase it.

Returns

This page covers delivery. For returns, cancellations and the EU right of withdrawal, see our Returns Policy.

Contact

If a dealer is fulfilling your order, contact them first. They hold your shipment details.