Concierge Guide

Concierge Guide

Refined Logistics & Client Commitments

By engaging with Tesoro Pet Co ("the Brand", "we", "us"), you are entering into a contract for refined pet lifestyle products. We act as the Seller of Record for all transactions across our primary operating territories: the United Kingdom, the United States, and Australia.

1. Our Local Fulfilment Model

To ensure service excellence and a reduced environmental footprint, we partner with verified local suppliers within your respective country. While fulfilment is executed locally, Tesoro Pet Co remains your sole point of contact and is legally responsible for your order processing, customer service, delivery management, and any returns or warranty resolutions.

• Domestic Dispatch: Every selection is dispatched from an approved partner within your home territory (UK, USA, or Australia).
• Customs Friction-Free: This localized structure ensures orders bypass international customs delays and import duties.
• Currency & Local Tax: Prices are displayed in your local currency (£ GBP, $ USD, or AU$ AUD) and include applicable sales taxes (VAT or GST) through our secure payment gateway.

2. Shipping & Delivery Timeframes

We believe in the preservation of quality through efficient logistics.

Curation & Quality Checks:

Please allow 2 to 4 business days for order curation and dispatch preparation. For technology selections within the "Tesoro Intel" range, items may undergo an additional 24–48-hour quality synchronization and diagnostic check prior to dispatch to ensure the unit arrives in peak operational condition.

Standard Delivery Windows & Thresholds:

Note: Delivery windows are estimates rather than guaranteed delivery times. We will contact you proactively if an order experiences an unexpected delay.

Tracking Your Acquisition:

• Order Confirmation: You will receive an immediate confirmation email upon placing your order.
• Dispatch Credentials: Once dispatched (typically within 2–4 business days), a second email will provide tracking information from our primary courier partners (e.g., DPD, UPS, FedEx, or Australia Post).
• 30-Day Guarantee: In accordance with trade regulations (such as the US FTC Mail Order Rule), if we cannot ship your item within 30 days of purchase, we will contact you to offer either a revised delivery schedule or an immediate full refund.

3. Returns & Excellence Standards

All returns must be initiated through our digital concierge (concierge@tesoropetco.com). Please do not return items to our corporate head office, as returns must be routed to your territory’s domestic hub.

Hygiene & Safety Policy:

For the health, safety, and hygiene of the modern companion, we cannot accept change-of-mind returns on items within the "Tesoro Play" (toys) or "Tesoro Terra" (beds and linens) collections once the protective hygienic seal is broken or the product has been removed from its original packaging, unless verified as faulty.

Territory-Specific Frameworks:

Refund Processing:

Once received and inspected at your local territory hub, approved refunds are issued to your original payment method within 14 calendar days of receipt of goods. Original outbound shipping fees are non-refundable for change-of-mind returns outside statutory UK requirements.

4. Essential Client Support Notes

• Damaged or Missing Items: In the unlikely event an item arrives damaged or your order has not arrived, please contact our Concierge team within 5 days of the delivery date so we can initiate an immediate carrier investigation.
• Parcels Marked as Delivered: If carrier tracking displays "Delivered" but you have not received your item, please inspect designated safe places around your residence, consult with co-residents or building managers, and contact the carrier directly prior to reaching out to our support desk.
• Restricted Addresses: To ensure secure delivery via our primary courier network, we are unable to deliver to PO Boxes, APO/FPO/DPO military addresses, or freight forwarding locations. Please specify a physical street address at checkout.

5. Corporate Contact Identity

Digital Concierge: concierge@tesoropetco.com

Entity: Tesoro Pet Co is a trading name of Tesoro Group Global (TGG) Ltd

Registered Office: Brewery House, High St, Twyford, Winchester, UK, SO21 1RG

• - UK: +44 20 4577 2374
  - US: +1 302 688 7084
  - Australia: +61 2 8880 5884