If you have incorrectly ordered product(s) than any return will be subject to a 25% restocking fee, plus the cost of outbound delivery. This excludes any custom product(s), which aren’t eligible for return. We charge this fee because of the substantial cost we must undertake when accepting a return. For more information, see our returns page.
Tensabarrier FAQs
We have gathered some frequently asked questions so you can get to the answers you need quicker. We hope you’ll find everything you need here, but if not then please contact us and we will be happy to help. For the quickest response try our live chat in the bottom right corner of your screen.
Ordering
Do you offer product customization?
Yes. We offer a complete range of colors above those offered on our website for most products. Additionally, we can offer custom webbing containing text, full color graphics and photos. To find out more about customizable products please contact us.
Can I request a quote before ordering?
For the items available on our online store, the prices will be as shown. However, if you are looking for a bespoke or customized product, or are looking to order a particularly large quantity, please contact us and our team will be able to help.
Can I place an order by phone?
Yes. We can process orders over the phone, please contact us to do so. However, we do advise you place your order online for faster processing.
How long does it take for my order to be processed?
We usually process orders quickly, but please allow up to 24 hours for your order to be processed. However, our lead time for dispatching can vary per product. Please see the product’s page or your basket for specific lead time information. Please be aware that our team only process orders between business hours, Monday to Friday.
Can I amend my order after its been placed?
Please contact us to see if we can change your order. We try to process orders as quickly as possible and therefore it can be difficult to change an order after being placed. If it has been over 24 hours or after we have processed your order, we won’t be able to change it.
How can I cancel my order?
If you need to cancel your order, please contact us immediately. If you wish to cancel within 24 hours of placing your order and before being processed, then orders can be cancelled easily. If you order has already been shipped, then we can’t cancel the order and you will need to raise a return request. Please click here to see our full returns policy.
I have cancelled my order. When can I expect my refund?
Once your order has been cancelled and your refund has been processed it can take 3-5 working days to complete. This is the time taken by banks, so unfortunately we have no control over this timescale.
What do I do if my order has missing, incorrect or faulty items?
Sometimes things can go wrong and we endeavor to rectify any issues as quickly as possible. Please contact us immediately and provide as much information as possible, including order number, items in question and any other relevant information.
Payment
What credit/debit cards do you accept?
We accept Mastercard, Visa, Discover, and American Express cards.
Do you accept PayPal or any other forms of payment?
Currently we do not accept any other forms of payment, except credit/debit cards online.
Can I pay for my order on the phone?
While we prefer you make payment for your order on our website, if you are having any problems making your payment, then please contact us and we can process your order and take payment over the phone.
Do you offer credit facilities?
Delivery
When will my items be delivered?
All shipping and delivery times are in business days and exclude weekends and holidays.
Items ordered are combined in one shipment. Therefore, the shipping time for your order will be that of the longest product in your basket. If you need an item faster then please order it separately or contact us for more options.
Where can you deliver to?
Our standard courier services range from overnight to a week (or more) delivery time. FedEx Ground is the most popular and cost-effective delivery method but will take longer compared to expedited services. See our indicative delivery times for our courier services below:
| Region | FedEx Standard Overnight | FedEx Express Saver | FedEx Ground |
| 48 Contiguous United States | Next business day Businesses before 3pm (rural 4:30pm) Residential before 8pm |
3 business days Businesses before 4:30pm Residential before 8pm |
3-5 business days |
| Alaska, Hawaii, Puerto Rico | Not available | Not available | 4-8 business days |
| Guam, American Samoa, Virgin Islands, Marshall Islands, Northern Mariana Islands, Federated States of Micronesia, Palau, Overseas Military Addresses (AP, AA, AE) | Not available | Not available | 14-28 business days |
How much will delivery cost?
Delivery cost is calculated at checkout and is based on the delivery service, location, size and weight of your order.
How long will delivery of my order take?
All orders are processed the day they are received. Most of our despatch times are next day but can vary per product. When you’ve chosen your product configuration you will see the delivery lead time next to the item price. Additionally, these lead times will also be displayed in your basket and at the checkout.
Note: Ordered items are consolidated into one shipment. Therefore, your order despatch time will be that of the longest in your basket. Should you require an item quicker, please order separately or contact us for more options.
Where products are available for next day delivery, orders should be placed by 1pm to ensure that they are shipped that same day for next day delivery. If placed after 1pm they will be processed on the first working day that the offices are open. If orders are placed during a weekend or bank holiday, then they will be processed on the first working day that the offices are open.
Do you offer expedited delivery services?
Yes. We offer expedited delivery services, but this is dependent on the size and destination of your order. Please contact us for more information on enhanced delivery services.
What should I do if my order hasn’t been delivered yet?
If it has been longer than the despatch and delivery time stated when you placed your order, then contact us and we can track the progress of your delivery and rectify any issues.
Can I track the delivery of my order?
Where possible we will provide details for you to track the progress of your delivery. This is available for most courier services but not always for freight deliveries. If you haven’t been provided with any tracking details, then contact us and we will try to help to offer delivery information.
What should I do if my order was damaged in transit?
Returns
What is your returns policy?
You can review our full returns policy with complete information on our returns page.
How do I return an order?
To begin a return, you must first contact us so we can establish the reasoning and process accordingly. At this stage you will be given an RMA number which is imperative for a return to be accepted and is only valid for 30 days. Then you will need to ship the products back to us by a prepaid and insured carrier method. When received we will process the return and any refunds and/or replacement products. For full details, see our returns page.
What is an RMA number?
An RMA (Return Materials Authorization) number is a reference number used for the returning of products to us. We will not accept any return without one, neither will we process any refunds and/or replacement products. The RMA number allows us to track and store all details about a return and speeds up the returns process. RMA numbers can only be obtained by contacting us and are only valid for 30 days, any products returned after this time will be refused. For more information, see our returns page.
I have returned my order. When can I expect my refund?
Once your return has been received and processed, your refund can take 3-5 working days to complete. This is the time taken by banks, so unfortunately we have no control over this timescale.
Are there any products I can’t return?
We don’t accept returns for the following products:
- Product(s) without an RMA number or past 30 days of the RMA number being issued;
- Custom product(s) incorrectly ordered by the customer;
- Product(s) that have been installed, used, missing parts, or in any condition that isn’t brand new;
- Product(s) not in original packaging and not adequately packaged;
- Product(s) that have been altered in any way from their original state
For more information, see our returns page.
Can I return a bespoke product?
Unfortunately, we cannot accept returns of any bespoke product if incorrectly ordered by a customer. However, if we have made a mistake then we will accept the return and replace accordingly. For more information, see our returns page.
Why am I being charged a restocking fee?
Due to the substantial cost incurred on returned shipments, Tensator Inc. will adhere strictly to this policy.
Get in Touch
Retractable queue stanchions from Tensabarrier and Queueway are superior crowd control stanchions that work by creating a clear queuing environment for waiting customers, reducing frustration and speeding up the flow of your queue which improves efficiencies. They effectively guide and inform customers and offer safety in crowd control.