FAQ'S  - Deliveries, Return & Shipping

 Free Shipping Terms and conditions* below

Delivery

What is the charge for delivery?

Any orders over  $86.25 (Including GST) will be free from www.TENA.co.nz

Any orders $86.25 (Including GST) or under will incur a $6.9 (Including GST)

 

How long will it take for my order to be processed?

Once you have placed your order it will be dispatched within 24 hours after the shipping notification has been sent to you.

Please note; as of 09.05.2023; any orders completed on TENA.co.nz will be sent to our fulfillment partner and ship on the same day if orders are placed before 3pm NZT.

You may not receive the order confirmation immediately as our team will need to manually advise, which could be 1-2 days delayed, thus your orders may be received before we send you the confirmation notice.

We're currently in the process in improving this experience for you.

 

Approximate Lead times for North & South Island:

Metro areas: 2-3 business days (from the next business day after you receive your shipping notification)

Regional and remote locations: 3-5 days

Please expect delivery to be greater than business days (from the next business day after you receive your shipping notification).

Please contact our Customer Service team on  0800 443 068 for an approximate eta if required.

Will my order be shipped in discrete outer packaging?

Check the tick box at the checkout and we will wrap your delivery in brown paper packaging so you can be assured there will be no TENA branding on the outside wrapping. 

We currently use Officemax as our fulfilment partner and may contain Officemax branding & assets.

Can I track my order?

We do not currently have tracking available. If at any time you have queries about the location of your order please contact us team via email 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 agent will leave a card advising that they 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. 

How will I receive my invoice?

You will receive your invoice via reply email at time of order placement. 

Do you accept international orders?

We regret that we can only supply customers within New Zealand

Returns

Please send all return requests via email to tena.anz@essity.com

Please list your reason for return along with details of your order reference or invoice and we will get in contact with you to discuss. Alternatively, please contact us via phone on  0800 443 068.

A refund, credit or exchange may be provided if the following conditions are met:

All returns for credit must be communicated to TENA NZ within fourteen (14) days of delivery or discovery of a fault in the goods.

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

In the event your product arrives and is deemed as faulty or damaged, we can arrange to send out replacement stock for you. Your Customer Service representative will provide instructions on how to return the affected product to us via our reply paid address at no cost to you.

If you would like to return products as you have ordered incorrectly or have had a 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 NZ reserves the right to not accept any returned goods that do not comply with these terms and conditions.

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