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FAQ

Here are the most common questions we get asked on email.

When will I receive my items?
Delivery 2-5 business days after dispatch from our fulfillment centre (unless otherwise stated)
Rural deliveries will take longer in some areas. Transit times do not include Public Holidays

Do you use track and trace couriers for delivery?
All orders are delivered using courier and require a signature upon delivery so they can be tracked. We only deliver to residential or business addresses - PO Boxes are not accepted for security reasons. Please ensure you have your order delivered to an address where someone is available to sign for it. If you were unavailable to sign for an item when our courier called, we will leave a Card to Call at the delivery address. This card details when the delivery was attempted, the item number and what you need to do to have the items re-delivered.

Will you combine the shipping for a number of items?
We are happy to combine shipping where possible. If you spend $100 or more with us in a single transaction, we’ll deliver your order to you for FREE. Please enquire before buying for shipping rates to Waiheke Island, Great Barrier Island and Chatham Island. Freight for these areas is calculated by the address and the measurements of the item being shipped.
The free shipping offer with purchases over $100 does not apply to Rural addresses, Waiheke Island, Great Barrier Island and Chatham Island.

Are you able to supply at GST invoice?
We are GST registered and are able to provide a GST invoice if required at the time of purchase.

I have emailed you when can I expect a reply?
All emails, questions & queries will be answered between Monday – Friday, 9am – 4pm. We try and respond to emails as soon as possible however due to the huge volume of emails our reply may take up to 3 working days. We endeavour to reply to all emails but in the event that you have not received a response within 3 working days please check your junk box, spam & pop-up filters

Can you ship outside NZ?
Currently we ONLY ship within NEW ZEALAND

What is your phone number?
SmartFox does not provide a customer service phone number. We have found that the best way to keep our prices as low as possible, is to answer queries by email. We will come back to you promptly (within 48 working hours) with any queries that you have.