Frequently asked questions

Ordering & Shipping

Total estimated delivery timeframes (combining curation,
dispatch, and transit) across our primary operating territories are as follows:

United Kingdom: 5–9 business days
United tates: 7–14 business days
Australia: 5–9 business days

Note: Delivery windows are estimates rather than guaranteed delivery dates. Should an unexpected carrier delay occur, our Concierge team will notify you promptly

To reduce our carbon footprint, every item is dispatched from a local partner within your own country (UK, USA, or Australia).

To prioritize the security of your high-ticket acquisitions and reduce our environmental footprint, every item is shipped in discreet packaging. The "Tesoro Luxury" branding remains a hallmark of our digital experience and the curated quality of the contents within.

Once your order has been dispatched from our local domestic
partner, you will receive a confirmation email containing courier details and tracking information. Depending on product availability across our domestic partner hubs, multi-item orders may occasionally arrive in separate packages with distinct racking links.

Signature Requirements:
To safeguard high-value acquisitions, select orders may require a physical signature upon delivery by our primary courier partner.

UK: On orders exceeding £150.
USA: On orders over $200.
Australia: On orders exceeding AU$300.

Returns & Replacements

United Kingdom: You have the statutory right to notify us that you wish to cancel an eligible order within 14 calendar days of receiving your item. Following notification, you have an additional 14 calendar days
to dispatch the item back to our local hub using the provided instructions. Standard outbound delivery fees are refunded for full statutory cancellations; return shipping costs remain the responsibility of the client.
Australia: We provide a voluntary 14-day change-of-mind return window from the date of delivery. This policy is offered in addition to, and does not limit or restrict, your statutory rights under the Australian Consumer Law (ACL).
United States: We offer a 30-day satisfaction guarantee from the date
of delivery for eligible lifestyle selections.

For hygiene and safety, Tesoro Play (toys) and Tesoro Terra (beds/linens) cannot be returned once the protective seal is broken or the item is removed from packaging.

Faulty goods, including the Tesoro Intel range, will be replaced or refunded in accordance with your local consumer laws (ACL in Australia, Consumer Rights Act in the UK). In the USA, your rights regarding faulty goods—including the Tesoro Intel technology range—are primarily governed by the FTC Mail, Internet, or Telephone Order Merchandise Rule.

To maintain the integrity of our collections, all returns must be orchestrated through our concierge.

UK customers may notify us that wish to cancel an eligible order within 14 days of receiving it. After notifying us, the customer has a further 14 days to return the item using the return instructions provided, This does not affect the customer's statutory rights.

Australian customers, a 14-day change of mind window is a voluntary Tesoro policy that does not restrict the customer's rights under Australian Consumer Law.

USA customers: A 30-day satisfaction guarantee.

Please note, the shipping costs will not be refunded.

Hygiene & Safety Standards

For the health and safety of the modern companion, we cannot accept returns on "Tesoro Play" (toys) or "Tesoro Terra" (beds/linens) once the protective seal has been broken or the item has been removed from its original packaging, unless found to be faulty. For technical selections within the "Intel" range, we may require a brief video diagnostic via our digital concierge to expedite your replacement.

The Return Process

Please do not return items to our corporate head office.

1. Contact concierge@tesoropetco.com to receive digital documentation.
2. Follow the instructions provided to ship the item to your local territory’s fulfillment hub.
3. Once inspected, refunds are issued to your original payment method within 10 business days. Note: Original shipping fees are non-refundable for change-of-mind returns.

4. Faulty Goods

Australia: If a product experiences a "major failure," you are entitled to a replacement or refund under the ACL.
UK/USA: Faulty items, including the technology range, will be replaced or refunded within 30 days of discovery of the fault, in accordance with local law.