Shipping, Returns & Refunds

2 Order Processing

We aim to process orders as quickly as practical after payment is received.

Order processing times may vary during launch periods, sales events, public holidays, stock updates, or carrier network constraints.

3 Delivery Estimates

Delivery estimates are indicative and depend on destination, carrier network, and selected shipping service.

If your item is lost or damaged in transit by our carrier, contact support@tylaspetcare.com.au and we will assist with an investigation, replacement, or refund in accordance with your rights under Australian Consumer Law.

Once an order has been dispatched, delivery timing may be affected by factors outside Tylas Pet Care’s direct control, including carrier delays, weather events, public holidays, incorrect delivery details, or access issues at the delivery address.

4 Parcel Tracking

If tracking is included with your delivery service, tracking details will be sent using the contact details provided with your order once dispatched.

If you do not receive tracking information and believe your order should have dispatched, contact Tylas support with your order details.

5 Delivery Details & Address Errors

Please check your delivery address carefully before placing an order.

If you notice an address error after ordering, contact Tylas support as soon as possible. If the order has not been processed or dispatched, we may be able to update the address.

Once an order has been processed, dispatched, or handed to a carrier, address modifications may not be possible.

Tylas Pet Care is not responsible for delivery problems caused by incorrect, incomplete, or outdated delivery information provided by the customer, except where applicable law requires otherwise.

6 Delayed or Missing Parcels

If your parcel appears delayed, check the tracking link provided in your shipping email first.

If tracking has not updated for an unusual period or the parcel appears missing, contact support@tylaspetcare.com.au with your order number and delivery details.

We will investigate the parcel with the carrier. Please allow reasonable time for the carrier to complete its investigation before a parcel can be confirmed as lost. If confirmed lost, we will arrange an appropriate remedy (replacement or refund) in accordance with Australian Consumer Law.

7. Damaged, Incorrect, or Faulty Orders (Damaged Parcels)

Something gone wrong? Email the hoomans. They’re surprisingly useful.

Ash’s take: “If the postie treated your parcel like a chew toy, take photos for the hoomans before throwing the box out!”

When emailing support@tylaspetcare.com.au regarding a damaged parcel, please include:

• Your order number
• The name used on the order
• A clear description of the issue
• Clear photos of the product and the outer packaging or mailer
• A photo of the shipping label where relevant

Please keep the damaged product and packaging until we have reviewed the issue, as the carrier may require evidence as part of their investigation. We will review the issue promptly and arrange a replacement, refund, or alternative remedy required by Australian Consumer Law.

8. Australian Consumer Law Rights

Nothing in this policy excludes, restricts, or modifies any statutory rights you have under Australian Consumer Law or any other rights that cannot legally be excluded.

If a product fails to meet a consumer guarantee, you are entitled to a remedy depending on the nature and severity of the problem. This policy explains our administrative process and does not replace or limit your statutory rights.

9. Change-of-Mind Returns

Plaque-Less is an ingestible pet product. For hygiene, safety, and product-integrity reasons, Tylas Pet Care does not accept returns of opened or used product for change of mind unless required by law.

Unopened, unused, and factory-sealed products in original packaging may be eligible for a change-of-mind return within 14 days of delivery. Contact support@tylaspetcare.com.au for authorization before returning anything.

10 Returns Process

Do not return items without prior authorization. Upon approval, return instructions and the designated return address will be provided by our support team.

Items sent back without prior authorization may be difficult to identify and may delay resolution.

11 Refunds

If a refund is approved, it will generally be processed back to your original payment method where possible.

The time it takes for funds to appear in your account depends on your payment provider, card issuer, or financial institution.

12 Discount Codes & Offers

If an order was purchased using a discount code or bundle offer, refund amounts will reflect the actual net amount paid after discounts were applied.

13 Subscription & Dosage Reminders

Tylas provides dosage calculators and reminder estimates based on dog body weight. Reminder timing is an estimate of usage velocity and is not a strict guarantee of when a jar will run out.