Shipping Policy – TNL DIGITAL

Effective Date: September 23, 2026‌

Welcome to the official Shipping Policy of TNL DIGITAL PTY LTD, the pet accessory retailer dedicated to delivering practical, durable, and pet-safe small items to every pet-loving home across Western Australia and all global regions we serve. This policy outlines clear, transparent terms for all order delivery arrangements placed on our official website www.tnldigitalltd.com. If you have any questions about shipping timelines, delivery fees, or order tracking, you can reach our dedicated logistics support team at novac@tnldigitalltd.com, or contact us directly by phone at +61 8 9345 5511. Our registered physical address is WA 6021, Western Australia, Australia, and our team of fellow pet lovers is committed to making sure every Tangle Teezer Brush, Collapsible Silicone Dog Water Bottle, interactive pet toy, and other product arrives at your door in perfect condition, to bring extra warm happy moments to you and your furry friend.

1. Order Processing Timeline

Every order placed on our platform goes through a standard, rigorous pre-shipping checking workflow to make sure you receive the exact correct, high-quality product you selected from our curated collection of over 310 pet accessories. After your payment is confirmed and verified on our system, our team will complete order verification, product quality inspection, secure packaging, and handover to our designated courier within 1 to 2 business days. Please note that order processing does not include weekends and official Australian public holidays. Orders submitted after 3PM AWST on business days will be processed on the next following working day. All products, from our bestselling deshedding grooming gloves to travel portable water bottles, will be double checked for no manufacturing defects before they are packed, so you never receive an item that fails to match our 97.4% customer satisfaction quality standard. If we encounter rare situations like temporary local stock shortages for your ordered item, our customer support team will contact you within 24 hours to inform you of the situation and offer you the option to wait for restock, swap for an equivalent product, or cancel your order for a full refund.

2. Shipping Zones and Corresponding Delivery Timeframes

We offer shipping services for both domestic Australian orders and international orders to eligible regions worldwide, with clear estimated delivery windows for different locations:

‌Domestic Western Australia Orders‌: For all shipping destinations within WA 6021 and all surrounding regions in Western Australia, our local courier partners deliver orders within 2 to 4 business days after the order processing is completed. Local customers can also choose the optional same-day delivery service for orders placed before 10AM AWST, if your delivery address falls within our Perth metro coverage area.
‌Rest of Australia Domestic Orders‌: For all other Australian states and territories, standard shipping takes 3 to 7 business days after your order is dispatched. Remote regional areas may require a maximum of 10 business days for delivery due to extended courier routes.
‌New Zealand and Nearby Pacific Regions‌: Standard international shipping to New Zealand and nearby Pacific island nations takes 7 to 12 business days after dispatch.
‌Global International Orders‌: For all other eligible countries and regions across North America, Europe, and Asia, standard international shipping takes 10 to 20 business days, while expedited international shipping cuts this timeline to 5 to 7 business days. Please note that delivery timeframes for international orders may be extended slightly due to customs inspection processes in your destination country, which is outside of our direct control.

3. Shipping Fee Structure

Our transparent shipping fee rules are designed to keep costs fair and affordable for all our 105,000+ happy customers across the world:

Free standard shipping is automatically applied to all domestic Australian orders with a total cart value over AUD 79, no extra code or qualification needed.
For domestic Australian orders under AUD 79, a flat rate standard shipping fee of AUD 7.99 will be applied to your checkout total. The optional expedited 2-day domestic shipping service is available for a fixed fee of AUD 14.99 for all domestic addresses.
International shipping fees are calculated dynamically at checkout based on the total weight of your order and your exact delivery location, before you complete your payment. We will never add hidden extra shipping fees after you have confirmed your order.
All shipping fees cover standard courier delivery, basic order tracking service, and standard shipping insurance for lost or severely damaged packages. If you choose to add extra insurance coverage for high-value orders, the small supplementary fee will also be clearly displayed for your confirmation at checkout.

4. Order Tracking and Delivery Notifications

As soon as your order is dispatched from our WA warehouse, we will immediately send you a full shipment confirmation email to the email address you provided at checkout, which includes your unique order tracking number, the link to the courier’s official tracking page, and a clear overview of your estimated delivery window. You can enter this tracking number on our website’s “My Account” order details page, or on the linked courier tracking platform at any time, to view real-time updates on your package’s location and delivery status. We will also send you proactive email alerts to notify you when your package is out for delivery, and when it has been successfully dropped off at your delivery address. If you do not receive any shipment confirmation email within 3 business days after placing your order, please check your spam folder first, or contact our support team directly so we can locate your order immediately.

5. Delivery Rules and Special Circumstances Handling

When the courier arrives at your delivery address, they will require a signature to confirm receipt of your package, to make sure your order is handed safely to you or a designated recipient at the provided address. If no one is available to sign for the package at the time of the first delivery attempt, the courier will leave a delivery notice at your door, and you can follow the instructions on the notice to reschedule a second free delivery, or arrange to pick up your package at the nearest local courier pickup point within 5 working days.
We take full responsibility for packages that are confirmed lost or severely damaged during the shipping process. If your package is confirmed lost by the courier, or you receive a parcel that has obvious exterior severe damage that impacts the condition of the pet products inside, contact our support team within 48 hours of the scheduled delivery date, or within 48 hours of you receiving the damaged parcel. Our team will verify the situation, and arrange a free re-shipment of your full order or a full corresponding refund for you, with no extra cost required from your side.
Please note that you, as the customer, are responsible for paying any applicable customs duties, import taxes, or local clearance fees that may be charged by your destination country’s customs department for international orders. These fees are determined by your local government regulations, and fall outside of our control, so we recommend you check your local import policies before placing your cross-border order to avoid unexpected extra costs.

6. Incorrect Shipping Address Submissions

Please double check that your full shipping address, contact telephone number, and postcode are entered correctly before you submit your payment. If you notice you entered an incorrect delivery address immediately after placing your order, contact our support team as soon as possible. As long as your order has not yet been dispatched from our warehouse, we can modify and correct your shipping address for free. If your order has already been dispatched to the original incorrect address you provided, we are not able to reroute the package, and you will need to coordinate directly with the courier to arrange redelivery, or cover the extra reshipping fee for the package to be sent to the correct address.

If you have any other unanswered questions about our shipping arrangements, do not hesitate to get in touch with our team any time via email at novac@tnldigitalltd.com, or call us at +61 8 9345 5511. We will respond to your inquiry within 2 business days, and work to make sure every pet accessory you order from TNL DIGITAL arrives safely at your home, to bring easy, happy, warm moments to you and your beloved pet.