Find answers to some of the most common questions about shopping with Smartfox New Zealand, including delivery, tracking, payments, invoices and customer support.
Orders & Delivery
How long will my order take to arrive?
Delivery normally takes 2–10 business days after dispatch, unless otherwise stated on the product page. Rural deliveries may take a little longer. Delivery times do not include weekends or public holidays.
Where are Smartfox orders dispatched from?
All Smartfox New Zealand orders are dispatched from our New Zealand warehouses.
Can I track my order?
Yes. Orders are sent using tracked courier services. Tracking information will be provided once it becomes available for your order.
Do deliveries require a signature?
Yes. Our courier deliveries generally require a signature. We recommend using a residential or business address where someone will be available to receive the parcel.
Can you deliver to a PO Box?
No. As our orders are sent by courier, we require a physical residential or business delivery address.
What happens if nobody is available when the courier arrives?
The courier may leave instructions explaining how to arrange redelivery or collection. Please follow the information provided by the courier for your parcel.
Do rural deliveries take longer?
They can. Please allow additional delivery time for some rural and remote locations.
Can you combine shipping?
Where possible, we will combine items for delivery. However, some products may be dispatched separately depending on where the stock is located.
Can I pick up my order?
No. Orders placed through Smartfox are for delivery only and customer pickups are not available.
Products & Availability
Do you have everything listed on the website in stock?
Smartfox offers an extensive product range sourced through our warehouses and supplier network. Availability can occasionally change before our website updates. If there is an unexpected availability issue with your order, our team will contact you.
Can I order more than the quantity shown?
Possibly. If you require a larger quantity than is currently available online, please contact us with the product details and quantity required and we'll check availability.
Do you offer bulk or business orders?
Yes. We regularly supply businesses, organisations and other customers requiring larger quantities. Please contact us with the product, quantity and delivery location and we'll be happy to check availability.
Payments & Invoices
What payment methods do you accept?
The payment methods currently available for your order will be displayed securely at checkout.
Is it safe to pay online?
Yes. Your payment information is processed securely. Smartfox does not store your full credit card details or have access to your complete payment information.
Can you provide a GST invoice?
Yes. Smartfox is GST registered and a GST invoice can be provided for your purchase.
Returns & Order Issues
What should I do if my item arrives damaged or faulty?
Please contact our customer service team as soon as possible with your order details and information about the problem. Photos can also be helpful when assessing damaged items.
Can I return an item?
Return eligibility depends on the reason for the return and the type of product purchased. Please review our Refund & Returns Policy for full details and contact us before returning an item.
What if I receive the wrong item?
Please contact us with your order number and details of the item received so our customer service team can investigate and help resolve the issue.
Customer Support
How do I contact Smartfox?
The best way to contact us is by email at info@smartfox.co.nz. Please include your order number where applicable so we can assist you more efficiently.
When will I receive a reply?
Our customer service team operates Monday to Friday. We aim to respond as quickly as possible, but during busy periods please allow up to 3 working days. If you haven't received a response after this time, please check your spam or junk folder.
Does Smartfox have a customer service phone number?
Customer support is provided primarily by email. This allows our team to keep a written record of your enquiry, order details and any information needed to assist you.
Shopping Outside New Zealand
Do you ship to Australia?
Australian customers should place their orders through Smartfox Australia, where products, pricing and delivery options are set up specifically for Australian customers.
Still Need Help?
If you can't find the answer you're looking for, please contact our customer service team at info@smartfox.co.nz. We're happy to help with product, order and delivery enquiries.