Hello to all our amazing customers!
We hope you're all keeping well and in good spirits through these crazy times. Here's some info about how we're operating in relation to COVID-19.
Current information:
New Zealand is currently not operating under any restrictions - except for people who test positive for COVID-19 are required to isolate for seven days.
We are essentially operating as normal in store and online, however there may be some delays with general operations at times if we have staff in isolation.
Couriers are also experiencing some delays due to higher volumes and staffing, which may affect delivery timeframes. Thank you for your patience!
Follow us on Instagram or Facebook for further updates.
Physical Store
No masks or vaccine passes are required in store.
We will still be remaining vigilant with regular cleaning of surfaces and touch points, as well as offering contactless payment options like Paywave and emailed receipts, or Click & Collect if you prefer.
View our current opening hours here
Online Store & Shipping
Our online store is fully OPEN and shipping all orders, however please note couriers are currently experiencing delays:
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For orders within NZ please expect to add 2-5 days on top of regular delivery targets
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For International orders please expect to add 7-14 days on top of regular delivery targets
We can also offer a contactless same-day Click & Collect service.
You will receive an order confirmation upon placing your order, and a shipping confirmation as soon as your order is on the way (or collection email if it's ready for pick up).
If there are any issues with fulfilling your order we will notify you as soon as possible.
We appreciate your understanding that delivery delays with couriers are outside of our control. We will not be responsible for any extra costs in the event of order cancellations or returns due to courier delays. In the event of a lost item we will follow the processes as outlined in our shipping policy below.
If you would like to make any changes to your order or delivery method, please get in touch at hello@troubleandfox.co.nz or call 03 548 4303 for anything urgent. We are here to help with any questions!
Our usual Shipping Policy can be viewed here
New Zealand Orders:
All orders will be packed safely and dispatched for delivery with Post Haste Couriers (or NZ Post for some orders). We aim to pack & send all orders within our standard 24-48 hour timeframe (excluding weekends and public holidays). Our shipping rates and usual info can be viewed further below.
Please note that couriers are currently experiencing delays of approximately 2-5 days due to Covid protocols, increased online shopping habits and a higher volume of parcels in the courier networks. The couriers have kindly asked us to please refrain from contacting their branches if a delivery has been delayed for less than 5 working days.
If your order is taking longer than expected to arrive, the quickest way to follow up is to contact the courier directly and quote your tracking number. Alternatively, get in touch with us and we will be happy to assist.
In the event of a lost item we will follow the processes as outlined in our shipping policies.
Contactless Click & Collect for Local Customers:
We can still offer a contactless Click & Collect service for our local customers if preferred, with the option to pick up your order for FREE from our Nelson stores. To use this service, please follow instructions below:
1. Place your order online and select "Pick Up In Store" from the delivery options at checkout. You will receive an automatic order confirmation email when you place your order.
2. Please wait for a second confirmation email from our team to let you know that your order is packed and ready for pick up.
3. Once your order is ready, you may come to the store to collect between the hours of 10am - 5pm Monday to Friday or 10am - 3pm Saturday.
If you would like the process to be fully contactless or you would prefer not to enter the store we are more than happy to arrange this for you. Please note 'contactless' in the Special Instructions field at checkout or email/phone ahead and one of our staff will be in touch with further details.
Australia & International Orders:
The effects of COVID-19 are being felt globally with different countries enforcing various levels of border control and many regions experiencing delays in their postal networks.
Although we are able to dispatch orders internationally from our end, please check restrictions and the situation in your own region before placing your order.
International bound orders are currently experiencing delays of up to 7-14 working days for all destinations.
If you choose to place an order to be sent internationally, it is essentially "at your own risk" and we will not be held responsible for any ongoing delays, issues with delivery, or any further costs associated with recovering or resending your order. If your order is deemed "lost" we will also not be able to process any refunds or credits until the item is returned to us or our costs are recovered from the postal company.
Once your order has left New Zealand you should be able to track the shipment in more detail by entering the tracking number into your country's own postal service website (eg. If you are sending to Australia, enter your tracking number online at Australia Post)
If your order is taking longer than expected to arrive, the quickest way to follow up is to contact the courier directly (either NZ Post if still in NZ, or your local provider) and quote your tracking number. Alternatively, get in touch with us and we will be do our best to assist.
Our usual Shipping Policy can be viewed here
Returns/ Exchanges
In general, our usual returns policy will apply, but will only begin once you have safely received your order and can safely return your order to us without restriction. Please do not send anything back without making contact with us first. Email hello@troubleandfox.co.nz promptly after receiving your order and we will advise next steps. Items must be returned within 7 days from date of receiving the order.
As normal, any items to be returned must be in brand new, unworn condition with original tags and packaging in tact, so please keep it held in a safe place until we are able to process.
We appreciate your patience and understand that this is a difficult time for all of us. We realise there may be some areas in different levels of restriction and that there may be delays with couriers, so we will of course be as flexible as we can with our timeframes within reason.
If you have any questions, please reach out by messaging us on Facebook, Instagram, our website Chat or emailing hello@troubleandfox.co.nz
Our usual Returns Policy can be viewed here
Payments
Cashflow a little tight in this crazy Covid world? We feel ya! 😅 Don't worry about shelling out for it all now, we've got several options available to help split up the payment of orders.
Our Online Layby info can be viewed here
Finally...
We are a small family owned business and it's been over a decade since we opened Trouble & Fox way back in 2010. We love our community and what we do and can't thank our customers, friends and family enough for their continued support over the years, particularly throughout these uncertain times.
Shop local, be kind, stay safe! 🖤
Craig, Liberty & Team Trouble xxx