Help centre

Questions? We've got answers.

Everything you need to know about delivery, returns and refunds.

Shipping

  • When will my order be dispatched?

    If you place your order before 12:00 PM AEST (Monday to Friday), it will be dispatched the very same day. Orders placed after 12:00 PM AEST, or over the weekend and on public holidays, will be dispatched the next business day.

  • How much does shipping cost?
    • Orders over $150: Free Standard Shipping
    • Orders under $150: $12.95 flat fee Standard Shipping
    • Express Shipping: $20.00 flat fee for all orders
  • How long will delivery take?

    We ship nationwide across Australia using Australia Post.

    • Express Shipping: 1 to 2 business days for metro areas
    • Standard Metro: 2 to 5 business days
    • Standard Regional: 4 to 7 business days
  • Do I need to sign for my delivery?

    No. All deliveries are sent with Authority to Leave. If you are not home, Australia Post will leave your package in a safe place on your property.

Returns & refunds

  • What is your change of mind policy?

    We offer a 7-day change of mind window from the date you receive your parcel. We do not offer cash refunds for change of mind; you will be issued a store credit instead.

  • Are any items excluded from change of mind returns?

    Yes. Due to strict health and hygiene regulations, any personal care products, electrodes, or skin-contact items cannot be returned if the factory packaging seal is broken or opened.

  • Will shipping costs be deducted from my store credit?

    Yes. If your original order qualified for free shipping (over $150), our standard shipping fee of $12.95 will be deducted from your final store credit total. The cost of mailing the item back to us is also the customer's responsibility.

  • What should I do if my product is faulty or broken?

    Our goods come with strict guarantees under Australian Consumer Law. If your item is faulty, please email us immediately at orders@tenscare.com.au with photos or video proof. If the fault is confirmed, we will provide you with a pre-paid return label and offer a replacement, repair, or full refund.