Shipping

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

Please note extra charges will apply for rural addresses, and may also apply for shipping on bulky, heavy or delicate items. We will contact you to discuss before sending your order. See more details below.

All prices stated in $NZD

See HERE for current info on how we're operating in relation to Covid-19

⚠️  COURIER DELAYS ⚠️ 

Couriers are currently experiencing delays due to higher volumes and the effects of Covid-19, and we appreciate your understanding that these delays are outside of our control.

Should you decide to return/cancel your order due to courier delays this is your choice, but will be at your own cost and in line with the terms outlined in our returns policy.

In the event of a lost item we will follow the processes as outlined further below. Thank you for your patience!


SHIPPING RATES


NEW ZEALAND - STANDARD
Business & Residential Non-Rural. No P.O Box

Free for orders over $99
$5 for orders under $99

Delivery target: 1 - 3 working days 

⚠️  Please note couriers are currently experiencing delays due to Covid-19. Add 2-5 business days to delivery targets. ⚠️ 

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. 

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

If your address is deemed rural, but you have not selected the rural shipping option, the order will be held until extra payment is collected. See more info below.


NEW ZEALAND - 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 note couriers are currently experiencing delays due to Covid-19. Add 2-5 business days to delivery targets ⚠️ 

It costs us a little extra to send to rural addresses, so if your address is rural please make sure to tick the Rural Delivery box when completing checkout.
If you miss it during checkout we will contact you to arrange payment of the Rural surcharge before we can send your order. Otherwise, you can choose to supply an alternative non-rural address if you wish.

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. Usually same day!

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.

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


AUSTRALIA

Free for orders over $300
$30 for under $300
Delivery target: 2 - 6 working days

⚠️ International freight is experiencing delays to due to Covid-19
Add 7-10 business days to these delivery targets 
⚠️

See HERE for current info on how we're operating in relation to Covid-19

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


REST OF THE WORLD

$50 flat rate
Delivery target: 3 - 8 working days

⚠️ International freight is experiencing delays to due to Covid-19.
Add 7-10 business days to these delivery targets
 ⚠️

See HERE for current info on how we're operating in relation to Covid-19

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

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. 

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.


HOW IT ALL WORKS

DISPATCH & TRACKING

Once payment has been received in full, we will aim to dispatch your item within 24-48 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 payment confirmation.

Orders placed on Friday after 2:00pm NZ time will begin processing on the following Monday. Please note that processing and delivery timeframes do 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.


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. 


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 just yet!) we are required to follow the procedures set in place by our postage providers.

Lost items: 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. 

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 dramas please drop us a line!

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