Frequently asked questions

Ordering & Shipping

UK & Australia: Typically, 5–7 business days following our bespoke
preparation window.
USA: Typically, 4–7 working days for Standard, or 3 working days for
Express.
Processing: Most orders are curated and prepared within 2–4 business days.

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, white-label packaging. The "Tesoro Luxury" branding remains a hallmark of our digital experience and the curated quality of the contents within.

Once your order ships, you will receive an email with tracking credentials from our premium courier network (e.g., FedEx, UPS, DPD, or Australia Post).

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

Returns & Replacements

UK & Australia: A 14-day "Change of Mind" window, however, the item must be received at the local hub within 14 days of their notification
USA: A 30-day satisfaction guarantee on most lifestyle items.

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.

"For the Intel technology range, returns are managed through our centralised digital portal. We provide a prepaid, trackable return label to ensure the item is safely routed back to our specialized technical hub for inspection. Your refund is protected by our automated escrow system."

Under this framework and the Tesoro commitment to excellence:

Discovery Period: Faulty items will be replaced or refunded within 30 days of the discovery of the fault.
Satisfaction Guarantee: For most lifestyle items, the USA territory also benefits from a 30-day satisfaction guarantee.
The 30-Day Shipping Rule: If Tesoro is unable to ship a replacement or your original item within 30 days of the order placement, you are entitled to immediate notification and the option of a full, prioritized refund.

To resolve any issues with a faulty product in the US, you should contact concierge@tesoropetco.com rather than returning the item to the corporate head office.