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Shipping within Australia
This Shipping Policy explains the delivery service for Tesslara orders, including the cost, the separate processing and transit stages, and the steps to take if a parcel needs attention. Read it alongside the Refund Policy when arranging a return or exchange. Keep your order confirmation so the details of the purchase are available if you contact support.
Delivery charges
Delivery is complimentary on every order shipped within Australia. There is no minimum order value, and the same offer applies to metropolitan, regional and remote Australian addresses. A handling or packaging charge is not added to this delivery offer.
Review the products and quantities in your order summary before paying. The shipping line for an Australian delivery should show a zero charge. If a shipping charge appears against an Australian address, contact support with the order details before completing the purchase so the rate can be checked.
Delivery region and address
This service is for deliveries within Australia, including all states and territories. Enter the recipient name, street number, street name, suburb, state and postcode carefully. Include a unit or apartment number where it forms part of the address. A business delivery should also identify the business receiving the parcel.
Use an address where the delivery can be received or collected. Keep the address in your order confirmation for reference. If you notice an error, email your order number and the full corrected address promptly; a change can be arranged before dispatch.
Processing your order
Processing takes 1 to 2 business days. For this stage, business days are Monday to Friday, excluding public holidays. Processing covers the period between the order entering the processing queue and dispatch. It is separate from the time the carrier takes to deliver the parcel.
The daily order cut-off is 2:00 PM AEST/AEDT (Sydney time). For an order placed before the cut-off on a processing day, processing starts on that day. For an order placed later, or on a weekend or public holiday, it starts on the next processing day.
The cut-off follows Sydney time through the daylight-saving change. AEST applies during standard time and AEDT during daylight-saving time. Customers in another Australian time zone should compare their local time with Sydney time when considering the daily cut-off.
Dispatch and tracking
Orders are packed and dispatched by our fulfilment partner. An order confirmation records the items and amount paid, and a dispatch confirmation provides the tracking information when the parcel leaves. Use the tracking link in that email to follow the parcel through the carrier network.
Tracking may take up to 24 hours after dispatch to show the first carrier movement. Keep the dispatch email until the order arrives. If you are looking for an email, check the spam or promotions folder as well as the inbox associated with your order.
If the dispatch confirmation has not arrived after the processing window, email your order number to info@tesslara.com. Support can use the order reference to look into the dispatch stage and explain the next step.
Carrier transit
Transit takes 4 to 6 delivery days after dispatch. For this stage, delivery days are Monday to Saturday, excluding public holidays. Saturday counts for transit but does not count as a processing day.
These are two successive stages with different day-counting rules. To follow an order, first identify the processing start day using the cut-off above. Then allow the processing window, followed by the carrier transit window. Read each window using the days defined for that stage.
The carrier tracking record provides the current parcel status after dispatch. A scheduled delivery or collection message from the carrier relates to that individual parcel. Keep any delivery instructions or collection details from the carrier together with the dispatch email.
Public holidays and delays
A public holiday can affect processing, carrier movement or delivery in the area concerned. Severe weather, road closures, network congestion and a remote delivery schedule can also extend the transit stage. A delay does not change the price paid for the Australian delivery service.
If the carrier transit window has passed and the parcel has not arrived, contact support with the order number and tracking reference. Include the most recent tracking status and the date shown beside it. Those details help support follow up the correct parcel and avoid asking you to repeat the same information.
A parcel marked delivered
Check the delivery location shown in the tracking record and any carrier message about a safe place or collection point. If the parcel is still missing, email support with your order number and the delivery status shown by the carrier.
Support will follow up the delivery record. Keep any relevant delivery message or photograph available for the enquiry. A tracking update on its own does not replace your right to raise a concern about an order that has not reached you.
Lost parcels
If a parcel appears lost, contact support so an enquiry can be raised with the carrier. Give the order number and tracking reference, together with any delivery communication you have received. The enquiry is used to establish where the parcel is and whether it can still be delivered.
When a parcel is confirmed lost, Tesslara arranges a replacement if the item is available, or a full refund if it is unavailable. Support explains the outcome and the next step by email. Keep the order correspondence until the replacement or refund has been resolved.
Damage or an incorrect item
If the parcel or its contents arrive damaged, email your order number and a description of the problem. Photos of the packaging and the affected item can help show what happened. For an incorrect item, include a photograph of the item received and identify the item on the order confirmation.
Tesslara arranges a replacement or refund for a damaged, faulty or incorrect item and pays the return postage where a return is needed. Contact support before paying for return postage so the return can be arranged at our cost. Your rights under the Australian Consumer Law also apply.
Address changes and returned parcels
A delivery address can be changed before dispatch by emailing the order number and corrected address. Once the parcel is with the carrier, follow its available delivery or collection instructions and contact support if you need help with the order.
If a parcel is returned after an unsuccessful delivery or because it was unclaimed, support will contact you about another delivery attempt at no extra charge or a refund. Check the address and recipient details when arranging another attempt so the same issue can be avoided.
Returns and exchanges
For a change-of-mind return, contact support within 30 days of delivery. The Refund Policy explains the condition requirements and the return process. The return address is supplied with support confirmation after the return is registered.
An exchange for another size or colour is free, including return and replacement postage. The replacement is sent as soon as the exchange is registered, subject to the requested option being available. The Refund Policy sets out the exchange process and the refund arrangement if that option is unavailable.
Related policies
Contact information
Brand Name: Tesslara
Operated by: Lumora Media LLC
Business Address: 30 N Gould St Ste N, Sheridan, WY 82801, USA
E-Mail: info@tesslara.com
Email support: 9:00 AM to 6:00 PM AEST/AEDT (Sydney time)