What services do we offer?
1. Raw Material Supply: Products required by tea shops, multi-purpose restaurants, and beverage chains to meet the needs of all items.
2. Business services: store design, equipment selection, beverage preparation training, professional consulting services.
3. Customization of raw materials: chain, distribution and export of customized products. Chenen has the highest specifications for our factory, which has passed ISO2000, ISO9001 and HACCP certification, and cooperates with Food Industry Research and Development Institute and University Food Safety Center to fully control food safety certification and quality detection systems.
I never received my order, what should I do?
Oh no! Hopefully that doesn't happen, but if it does, even though our carriers work independently to deliver your package, we'll find out together!
If the package is marked as delivered and it's only been a day - wait! Sometimes the couriers will scan it before it gets to you. Keep an eye out for the next few hours!
If the tracking number hasn't been updated for an unusually long time, or if it's never been updated since it was created, it's likely lost in transit. Please complain to the shipping company. If you have not received a response after two weeks, please let us know and we will endeavor to provide a replacement or credit for your order.
If the shipping address was a temporary location, we will not be responsible , if the recipient is no longer at this address when the delivery is made within the scheduled delivery time.
How can I track my order?
When your order ships, you will receive a separate email with a tracking number that you can use to track your order. Sometimes this email gets sorted into spam or junk folder. So take a look in this folder if you feel you've waited a little too long.
You can also log into your account and click on the order in question to see the status.
*Please note that it can sometimes take a day or two for the tracking information to be updated by the carrier. If it doesn't seem to be moving, it's probably on its way!
Do you ship internationally?
We certainly do in Europe! We can ship products to most countries in Europe. Here is our delivery list.
Please note that each country has its own customs regulations. Unfortunately, if your package gets held up at customs, you are responsible for communication and any additional costs necessary to clear your items.
How long will it take before I receive my order?
Unless a different period is specified in the respective offer, the goods are delivered domestically (Germany) within 2-4 days, for deliveries abroad within 2-8 days after conclusion of the contract (if advance payment has been agreed, after the date of your payment instruction) . Please note that there is no delivery on Sundays and public holidays. If you have ordered items with different delivery times, we will ship the goods in one shipment, unless we have made any other agreements with you. In this case, the delivery time is determined by the item with the longest delivery time that you have ordered.
Can you give me more information about your products?
We try to provide as much information about our products as possible in our product descriptions on the product page, but if you would like to know something specific, please contact us.
The desired product is no longer in stock. When will it be available again?
We strive to maintain our stock levels in line with demand. However, from time to time we may run out of stock of a particular product. If any of our products are out of stock, please feel free to send us a message and we will let you know when you can order it again.
Returns and Exchanges
What is your return policy?
We want you to be delighted with your purchase and keep coming back. If you are unsatisfied for any reason,
please contact us at firstname.lastname@example.org to arrange a return or exchange within 14 days of delivery.
Can I exchange an item?
If your product doesn't fit or you ordered the wrong flavor, you can exchange it within 3 days of the date of purchase.
To be eligible for an exchange, items must be unopened, undamaged, unmarked and in their original packaging.