COVID-19 Update

Hello to all our amazing customers!

We hope you're all keeping well and in good spirits through these uncertain times. Here's some info about how we'll be operating in relation to COVID-19.


Current information: NZ Alert Level 2

8th September 2021

New Zealand is currently at Covid-19 Alert Level 2. Here is an overview of how we'll be operating during this time.
Follow us on Instagram or Facebook for further updates.

To operate safely at Level 2, we must adhere to the following protocols:

  • Contact Tracing - please scan or sign in when visiting the store
  • Masks - wear a mask, we'll be wearing ours too!
  • Physical distancing - please keep a 2 metre distance from people you don't know
  • Clean Clean Clean - we'll have plenty of hand sanitiser, regularly cleaning all surfaces and washing our hands
  • Laying low? Contactless Delivery and Click & Collect still available


Physical Store

Our Nelson store is currently closed for renovations until approximately Tuesday 26th Oct. Our online store is still operating as normal, with Click & Collect available from our workroom in town. Details will be sent when your order is ready for pick up.
You can reach Liberty on 0210 226 4598 or email hello@troubleandfox.co.nz if you have any queries.


    Online Store & Shipping

    Our online store is fully OPEN and shipping all orders, with no restrictions around essential items. We can also offer a contactless 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. Please note there may be some delivery delays with couriers that are outside of our control.

    If you would like to make any changes to your order or delivery method, please get in touch at hello@troubleandfox.co.nz. We are here to help with any questions!


    New Zealand Orders:

    All orders will be packed safely and dispatched for delivery with Post Haste Couriers (or NZ Post for some orders). There may be a potential backlog of orders to clear initially, but after that we will 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 there may be some delivery delays due to Covid protocols, increased online shopping habits and a higher volume of backlogged parcels in the courier networks. 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.

    Contactless Click & Collect for Local Customers:

    At Level 2 we are still able to offer a contactless Click & Collect service for our local customers, 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 - 4pm Monday to Friday or 10am - 2pm Saturday. 
    If you would like the process to be fully contactless or you would prefer not to enter the store we are very 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.

    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 within 7 days of receiving your order and we will advise next steps.

    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 are some areas at different Alert levels 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 10 years 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!

    Kia Kaha 🖤

    Craig, Liberty & Team Trouble xxx