Concierge Guide

Refined Logistics & Client Commitments 

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

1. Our Local Fulfilment Model 

To ensure the highest standard of service and a reduced carbon footprint, we partner with premium local suppliers within your respective territory. While fulfilment is handled locally, Tesoro Pet Co. remains your primary point of contact and is legally responsible for the quality, safety, and delivery of your "Treasures".

• Domestic Dispatch: Every selection is dispatched from a local partner within your own country (UK, USA, or Australia).

• Pristine Condition: This model ensures items bypass the delays and environmental impact of international customs.

• Currency & Tax: Prices are displayed in local currency (£, $, or AU) and include applicable sales taxes (VAT/GST) through our global payment architecture.

2. Shipping & Delivery Time-frames 

We believe in the preservation of quality through efficient logistics.   For our high-intelligence 'Intel' range, we utilise an automated global tracking architecture. While we prioritize domestic dispatch, some specialised components may undergo an extended 'Security & Quality Synchronization' (24-48 hours) before a tracking number is generated. This ensures the tech arrives in peak operational condition."

Tracking Your Treasure 

• Confirmation: You will receive a confirmation email upon placing your order.

• Credentials: Once dispatched (typically within 2–4 business days), a second email will provide tracking links from our premium partners, such as DPD, UPS, FedEx, or Australia Post.

• The 30-Day Guarantee: If we cannot ship your item within 30 days, we will provide an immediate notification to offer a revised timeline or a full refund.

3. Returns & Excellence Standards 

To maintain the health and safety of the modern companion, we uphold strict hygiene standards.

• Hygiene Policy: We cannot accept returns on Tesoro Play (toys) or Tesoro Terra (beds/linens) once the protective seal is broken or the item is removed from original packaging, unless faulty.

• The Financial Commitment: To ensure your peace of mind, all payments for high-ticket "Treasures" are held in a secure architecture and only released once the inspection window has elapsed.

• The Return Process: Do not return items to our corporate head office. Please contact concierge@tesoropetco.com for digital documentation and the address of your local fulfilment hub.

• Refunds: Once inspected, refunds are issued to the original payment method within 10 business days. Original shipping fees are non-refundable for change-of-mind returns.

Territory-Specific Rights 

4. Essential Support Notes 

• Damaged or Missing Items: In the unlikely event of damage or a missing order, please contact us within 5 days of the delivery date.

• Marked as Delivered: If tracking shows "Delivered" but you have not received the item, please check safe places, consult neighbours/building managers, and contact the courier directly before reaching out to our support.

• Military Addresses: We are unable to deliver to Military Addresses in EU countries. APO/FPO/DPO deliveries may take up to 60 days.