Shipping

We offer flat rate shipping for almost all of our online orders.

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

All prices stated in $NZD
 

NEW ZEALAND

Things may be a little different in relation to Covid-19. Please see HERE for current info on domestic shipping.

STANDARD (Business & Residential Non-Rural)

FREE FOR ORDERS OVER $99

$5 for orders under $99

Delivery target: 1 - 3 working days 
(Note there may be some unforeseen delays in some regions due to Covid-19)

We use Post Haste couriers or (NZ Post for some orders)

We will select a courier based on the cheapest and fastest way to get your order to you. Extra charges may apply on bulky or heavy items. If so, we will contact you to discuss options before shipping your order. 


RURAL

$5 for orders over $99

$10 for orders under $99

Delivery target: add 2-3 days on top of standard delivery targets (depending on the area)

Please make sure to tick the Rural Delivery box when completing checkout. We will not be able to ship out your order until the extra payment has been made.

How addresses are deemed as 'rural' may vary depending on the couriers delivery network. You can enter your address and check if its considered rural here:

Post Haste https://www.posthaste.co.nz/address_checker.html
NZ Post https://www.nzpost.co.nz/tools/address-postcode-finder

We will select a courier based on the cheapest and fastest way to get your order to you. 
Extra charges may apply on bulky or heavy items. If so, we will contact you to discuss options before shipping your order. 


CLICK & COLLECT

FREE pick up from our Nelson store

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

Things may be a little different in relation to Covid-19. Please see HERE for current info on International Shipping.

FREE FOR ORDERS OVER $200

$25 for under $200

Delivery target: 2 - 6 working days

International Economy Courier through New Zealand Post

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

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


REST OF THE WORLD

Things may be a little different in relation to Covid-19. Please see HERE for current info on International Shipping.

$45 flat rate

International Economy Courier through New Zealand Post to select destinations.

Delivery target: 3 - 8 working days

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

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


HOW IT ALL WORKS

DISPATCH & TRACKING

Once payment has been received in full, we will aim to dispatch your item within 24 hours and email you a tracking number. You can track your item from your email shipping confirmation, or by using the links to our courier providers listed further below. Estimated delivery times are to be used as a guide only and commence from the date of dispatch. Orders are processed pending availability and credit verification.

Orders placed on Friday after 2:00pm NZ time will begin processing on the following Monday. Please note that estimated delivery time does not include Sundays or Public Holidays. We will contact you via email if the item you have selected is currently unavailable or if we require additional information for credit verification. 

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


WITHIN NEW ZEALAND

We use Post Haste couriers or (NZ Post for some orders) with Track & Trace and will email you a tracking number once we have shipped your item. We are based in Nelson so expect delivery to take from 1-3 working days (excludes weekends and public holidays) depending on where you live. Our couriers will not deliver to PO BOX or Private Bag addresses, so please ensure you provide a valid physical address.


NZ RURAL DELIVERY

Please note Rural Delivery may take an extra 2-3 working days (excludes weekends and public holidays) on top of regular standard shipping timeframes.

If you live in a rural delivery area, please note that delivery is available to most rural addresses but will incur a surcharge of $5 for orders over $99, or $10 for any orders under $99. These options are offered in the shipping costs, but if you don't select it during checkout we will contact you to arrange payment of the Rural surcharge before we can send your order. Otherwise, it might be an idea to see if you can get it delivered to someone you know who lives back in town.

Which addresses are deemed to be 'rural' may vary depending on the couriers delivery network. You can enter your address and check if its considered rural here:

Post Haste https://www.posthaste.co.nz/address_checker.html
NZ Post https://www.nzpost.co.nz/tools/address-postcode-finder

We will select a courier based on the cheapest and fastest way to get your order to you. 


INTERNATIONAL

Things may be a little different in relation to Covid-19. Please see HERE for current info on International Shipping.

International orders are shipped using International Economy Courier through New Zealand Post. This method is fully tracked and traced. A signature on delivery may not be required for some destinations. The NZ Post International Economy Courier service can deliver to 46 destinations worldwide. 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.

HEAVY/ BULKY ITEMS: Please note extra charges may apply on bulky or heavy items. We will contact you to discuss options before shipping your order.

It should take approximately between 3 to 8 working days to arrive once the item has been dispatched, depending on your location. However, please be aware it could possibly take longer if your item is stopped in customs. Every country has different customs laws and your product may incur other incoming charges like Duties, Local Taxes and customs clearance fees. We are NOT responsible for these charges. But we will do our best to send it to you the cheapest, fastest and safest way we can. If you wish, we can offer faster shipping, add insurance, or add the requirement for a signature on delivery - contact us and we will advise you of the extra costs.

Be sure to include as much contact info as you can in your order and double check your address is spelled correctly - if your parcel gets held in customs they may want to contact you to pay fees before releasing the goods.

We are not responsible for the refund or replacement of any lost or delayed items if you supply an incorrect or incomplete shipping address at the time of placing your order. Any extra shipping charges to resend your order will be at your own cost.

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 postal service website (eg. If you are sending to Australia, enter your tracking number online at Australia Post)


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 (you will be able to tell which courier from the tracking link in your shipping confirmation) and quote your tracking number

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 you are sending to Australia, enter your tracking number online at Australia Post)

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

We are not responsible for the refund or replacement of any lost or delayed items if you supply an incorrect or incomplete shipping address at the time of placing your order. Any extra shipping charges to resend your order will be at your own cost.


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 out of our control (we haven't quite trained our own fleet of carrier pigeons yet, but we're working on it!) we are required to follow the procedures set in place by our postage providers.

Please note we are not able to issue any refunds 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. 

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 and delivery details have been correctly provided at the time of order.


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 dramas hit us up at either of our stores.

Trouble + Fox Boutique

ph: +64 3 548 4303

hello@troubleandfox.co.nz