Shipping Information - FAQ'S 

Delivery

We deliver to you anywhere in Australia.

  • How long will it take for my order to be processed?
    Once you have placed your order it will be despatched within 24 hours after the shipping notification has been sent to you.

  • Approximate Lead times: 
    -Metro Areas: 2-3 business days. (from the next business day after you receive your shipping notification). 
    -During sales periods, please allow 3-5 business days for processing due to increased order volume. 
    -Regional/Remote Areas: 3-5 business days. (from the next business day after you receive your shipping notification).
  • Will my order be shipping in discreet packaging?
    Yes, be assured there will be no TENA branding on the outside wrapping.

  • Can I track my order? 
    We do not currently have tracking available. If at anytime you have queries about the location of your order please contact tena.anz@essity.com or by completing your information on our Contact Us page. Please provide your order details to assist us with your query. 

  • What will happen if I'm not home when my order arrives? 
    The delivery driver will leave a card advising they have attempted delivery and leave instructions on where you can collect your package. 

    If you think you may not be home, you can also advise us by making a note in the ‘Special Instructions’ when placing your order detailing where you would like the goods to be delivered eg. "Please leave at front door if no one is home". This message will be passed onto the delivery agent. Any other special delivery instructions should be provided when placing your order. 

  • What is the charge for delivery?
    Free shipping applies to all online orders made on ww.TENA.com.au 
  • How will I receive my invoice? 
    You will receive your invoice via email at the time of order placement. 

  • Do you accept international orders? 
    We regret that we can only supply customers within Australia.

 

 

Returns

To request a return, please email to tena.anz@essity.com with details of your order reference or invoice and reason for the return. Alternatively, please contact us via phone on 1800 623 347.

We offer refunds, credit notes and exchanges under the following conditions:

  • All returns must be made to TENA Australia within 14 days of delivery or discovery of a fault in the goods.

  • To receive a credit for any goods you wish to return, you must provide an invoice or delivery docket number that relates to your original purchase.

  • If your product arrives damaged or faulty, we can arrange replacement stock. Our customer service representative will provide instructions on how to return the faulty product via our reply paid address at no cost to you.

  • Returns due to incorrect ordering or change of mind, please contact our customer service team to discuss. If approved, goods must be in their original condition. Packaged goods must be unopened, unmarked and in a re-sellable condition. TENA Australia reserves the right to not accept any returned goods that do not comply with these terms and conditions.

  • TENA Australia reserves the right to charge a $11 re-stocking fee on all goods that are returned due to incorrect ordering or change of mind.