Shipping policy

Shipping & Delivery Policy

Last updated: October 17, 2026

1. Local Fulfilment Architecture

We believe in the preservation of quality and environmental efficiency. Every Tesoro selection is dispatched from a verified local domestic partner within your respective country (United Kingdom, United States, or Australia). This localized model ensures your order bypasses international customs friction while guaranteeing local carrier accountability.

2. Curation & Dispatch Preparation

Please allow a 2 to 4 business day window for order curation and preparation prior to dispatch. This window allows our team to inspect and verify every item against the standards of the Group before handing it over to our approved courier network.

3. Estimated Delivery Timeframes & Thresholds

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

United Kingdom: 5 – 9 business days
United States: 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.

Complimentary Standard Shipping Thresholds:

We provide complimentary standard delivery on all orders exceeding:

United Kingdom: £150
United States: $200
Australia: AU$300

Any applicable shipping fees for orders below these thresholds are clearly itemized and displayed at checkout prior to payment authorization.

4. Logistics Rules, Restrictions & Tracking

Order Tracking & Split Shipments:

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 tracking links.

Signature Requirements:

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

Address Restrictions:

We are unable to deliver to PO Boxes, APO/FPO/DPO military addresses, or freight forwarding services. Please ensure a physical residential or commercial street address is provided at checkout.

Delayed or Unavailable Orders:

In compliance with global trade and consumer standards (including the US FTC Mail Order Rule), if we are unable to dispatch your order within 30 days of purchase (or the agreed estimated timeframe), we will contact you to offer either:

A revised delivery timeline, or
An immediate, full refund to your original payment method.

5. Risk of Loss & Undeliverable Packages

Risk of Loss & Transfer of Title: Ownership and risk of loss for all purchased items pass to you upon successful delivery of the parcel to your designated delivery address by our primary carrier network.
Failed or Undeliverable Deliveries: If a parcel cannot be delivered due to an incorrect or incomplete address provided at checkout, or if it remains uncollected from a local courier depot following clear notice, any return-to-sender or re-dispatch fees charged by the carrier may be deducted from any applicable refund.

6. Tax Jurisdiction & Sales Taxes

Tesoro Group Global Ltd is a UK-registered entity. In accordance with international tax regulations, we monitor economic nexus and tax obligations across all operating territories:

United Kingdom & Australia: Displayed prices on tesoropetco.com are inclusive of applicable local sales taxes (UK VAT / Australian GST) where Tesoro Group Global Ltd has a statutory requirement to collect and remit.
United States: State and local sales taxes are calculated at checkout based on destination-specific economic nexus regulations.

7. Corporate & Contact Details

For delivery inquiries, tracking updates, or support, please contact our Concierge desk:

Email: 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

Company Reg: 17068761 | VAT: GB 527 4134 02