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. 
  
  
• What is the charge for delivery?
  Free shipping applies to all online orders made on www.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 contact Customer Service by emailing tena.anz@essity.com or calling 1800 623 347.
Please provide your name, order reference or invoice number and the reason for your return.

Eligibility for Returns
We offer returns and refunds 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.
  
  
• Due to hygiene and safety standards, opened products cannot be returned, unless faulty.  
  
  
• All goods must be returned in original condition - unopened, unmarked and in a re-sellable condition.
  
  
• 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.
  
  
• Change of mind or incorrect order returns requires approval and are assessed on a case-by-case basis. 
  
  
• An $11 re-stocking fee on all goods that are returned due to incorrect ordering or change of mind.
  
  
• Refunds can only be issued back to the original payment method used at the time of purchase. This applies in the situation where the card has expired, been replaced or account has changed. For security purposes, refunds cannot be sent to a different card or account. 
  
  
• Returns returned to an unapproved or incorrect address will not qualify for a refund. 
  
  
• TENA Australia reserves the right to not accept any returned goods that do not comply with these terms and conditions.