Shipping

 

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Thank you for shopping at Trouble & Fox!

All prices are stated in $NZD.

Please note, as we are a small business, extra charges may be incurred if ordering multiple Bulky/ Fragile items. We will assess on a case-by-case basis and be in touch before dispatch.

Please see more details on our rates and processes below.

DISPATCH & DELIVERY

• Once payment has been received in full, we will aim to dispatch your item within 24-48 hours and email you a tracking number.  Please note that processing and delivery timeframes do not include weekends or Public Holidays. Processing times may increase during sale and promotional periods due to higher volumes. If your order is urgent please contact us and we'll do our best to dispatch as soon as possible.
  
  
• You can track your item from your email shipping confirmation, or by using the links to our courier providers listed further below. Please allow up to 24 hours for the activity to display via the tracking link.
  
  
• Estimated delivery timeframes are to be used as a guide only and commence from the date of dispatch. Orders are processed pending availability and payment confirmation.
  
  
• Bulky, heavy or fragile items - extra shipping costs may be incurred for multiple items or international orders, and will be arranged before the order is processed. 
  
  
• Please ensure you provide a valid email address and contact phone number when placing your order (one that you will check!) We may contact you via email if there are any issues with the order or if we require additional information.
  
  
• Signing for parcels: Signature is required on delivery by default. If you have authorised a parcel to be left without signature, please be aware it is difficult to make a claim in the event of a lost, damaged or mis-delivered parcel.
  
  It is really important that when receiving parcels, and particularly multiple parcels all at once, that you take the time to confirm each parcel is actually delivered and in full, undamaged condition before signing for it. We will not be able to make any claims or provide refunds/ replacements/ credits for items once goods have been accepted.
  
  
  

MORE SHIPPING INFO

WITHIN NEW ZEALAND

See rates above

Nationwide to all areas (except Chatham Islands)
Includes Rural addresses. No P.O Box

We use NZ Post & Post Haste tracked courier service. We will select a courier based on the cheapest and fastest way to get your order to you. 

Signature is required on delivery by default. If you authorise a parcel to be left without signature, please note on your order at checkout  (i.e Leave at front door). If you authorise non-signature please be aware it is difficult to make a claim in the event of a lost or mis-delivered parcel.

Our couriers will not deliver to PO BOX or Private Bag addresses, so please ensure you provide a valid physical address.


CLICK & COLLECT

Pick up from our Nelson store: FREE

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. Usually same day!

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 - 4pm Saturday.
Please have your order reference number handy so we can locate your order.

If you need to collect your order urgently, please phone ahead so that we can make sure your order is ready for you.


INTERNATIONAL - AUSTRALIA

See rates above

International Economy Courier through NZ Post. Fully tracked and traced.

Any incoming duties, taxes or customs fees are the responsibility of the receiver.

*Please note extra charges will apply on bulky or heavy items. We will contact you to discuss options before shipping your order.

Signature is required on delivery by default. If you authorise parcel to be left without signature, please note on your order at checkout  (i.e Leave at front door). If you authorise non-signature please be aware it is difficult to make a claim in the event of a lost or mis-delivered parcel.


INTERNATIONAL - REST OF THE WORLD

See rates above

We are happy to ship internationally, however due to the fluctuating costs of international freight and various regional rates, we now offer this service on an arrangement basis. Please select the "By Arrangement" rate when placing your order. We will contact you soon after to discuss available shipping options, provide a quote and arrange payment.

We ship internationally using International Economy Courier through NZ Post to select destinations. Fully tracked and traced.

Signature is required on delivery by default. If you authorise parcel to be left without signature, please note on your order at checkout  (i.e Leave at front door). If you authorise non-signature please be aware it is difficult to make a claim in the event of a lost or mis-delivered parcel.

Any incoming duties, taxes or customs fees are the responsibility of the receiver. Please note extra charges may apply on bulky or heavy items. 

If your delivery address is NOT in this list, we may still be able to send via Express International Courier. Please contact us and we will advise the extra costs.


HELP! WHERE'S MY ORDER?

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.

Within NZ: Contact Post Haste Couriers or NZ Post and quote your tracking number (you should be able to tell which courier it is from the tracking link in your shipping confirmation) 

International Customers: Once your order has left New Zealand you should be able to track the shipment by entering the tracking number into your country's own domestic postal service website (eg. If the order is being shipped to Australia, enter the tracking number online on the Australia Post website)

Alternatively, get in touch with us and we will be happy to assist. See more info on courier providers at the links above.

Trouble & Fox is not responsible for the refund or replacement of any lost or delayed items if an incorrect or incomplete shipping address is supplied at the time of placing your order. Any extra shipping charges to resend the order will be at the customer’s own cost.

Signature is required on delivery by default. If you authorise parcel to be left without signature, please note on your order at checkout  (i.e Leave at front door). If you authorise non-signature please be aware it is difficult to make a claim in the event of a lost or mis-delivered parcel. 

 

LOST/DAMAGED ORDERS

This rarely happens as we always package carefully and use fully tracked and secure courier services to ship our orders. 

But in the unlikely event that it did happen?

As this part of the online shopping experience is outside our control (we haven't quite trained our own fleet of carrier pigeons just yet!) we are required to follow the procedures set in place by our courier providers.

Signing for parcels: It is really important that when receiving parcels, and particularly multiple items all at once, that you take the time to confirm each parcel is actually delivered and in full, undamaged condition before signing for it.

We will not be able to make any claims or provide refunds/ replacements/ credits for items once goods have been accepted.

Signature is required on delivery by default. If you have authorised a parcel to be left without signature, please be aware it is difficult to make a claim in the event of a lost, damaged or mis-delivered parcel.

Lost items: Please note we are not able to issue any refunds/ replacements/ credits until a parcel has been officially deemed 'lost' by the courier provider. Once an item has been established as lost, the next step is to file a claim with the courier company to recover our costs, which can take up to a week. Once the claim has been accepted we will be able to cancel your order and credit/ refund any payments. 

Trouble & Fox is not responsible for the refund or replacement of any lost or delayed items if an incorrect or incomplete shipping address is supplied at the time of placing your order. Any extra shipping charges to resend the order will be at the customer’s own cost.

 

Damaged items: If any item is damaged in transit it’s really important this is reported to us immediately with clear photos of the packaging and product. If the order required signature on delivery, ideally the parcel should be inspected before it is accepted by the receiver, otherwise the insurance claim may be rejected by the courier company.

We appreciate your patience and we will do as much as we can to assist and speed up this process, providing the issue is genuine and legitimate.


CONTACT US

We will try our hardest to get your goodies shipped to you as quickly as we can but as always, if there's any questions or special requests please drop us a line!

Trouble & Fox
ph: +64 3 548 4303
hello@troubleandfox.co.nz