Questions often pop up when you’re shopping online. To help, here’s a list of our most frequently asked questions and answers. If you don’t find what you’re looking for, just contact our customer service team.

Customer service

How can I contact customer service?

Contact us Monday to Friday at sales@boxfox.com.au or 1300269369

What are your hours of operation?

Our customer service team works Monday to Friday (excluding public holidays in Melbourne, Australia) from 9.30am to 3.30pm Eastern Standard Time (or Daylight Savings Time).

How soon will I hear back from you?

We’ll do our best to answer your query within 24 hours. Our office isn’t open over the weekend, so if you contact us on Friday, it’s likely you won’t hear from us until the following Monday. Sit tight though, as we will get back to you ASAP. Alternatively, you can call 1300 269 369 during business hours. 

boxfox accounts

Why should I open a boxfox account?

Creating your own boxfox account means you’ll save time at checkout. You’ll also have access to great boxfox promotional deals as they arise. In addition, at checkout you’ll receive four cost-effective shipping options to choose from.

How do I create a boxfox account?

Creating a boxfox account is easy. Choose Login from the menu bar, enter a few simple details and choose a secure password. We’ll email you an activation link, followed by a confirmation email if everything is in order, and you’re done.

Can I shop without an account?

Of course. First time shoppers, just follow the checkout prompts to fill in your details. If you’re a returning customer (without an account), boxfox remembers your details and autofills some information to speed the process, using QUICK CHECKOUT.

Just enter your email address and we’ll send you a one-time code for super-fast checkout. With this process, we automatically select the most cost-effective shipping method for you, but you can easily change this later in the checkout process, depending on your needs.

Samples – try before you buy

Can I order a sample product?

Yes, of course. We recommend you get a sample before you place your order. We know it’s difficult to choose the perfect product online. And in accordance with Australian consumer law, we don’t accept exchanges, returns and refunds if you order a product that turns out to be the wrong size. A sample order is the perfect solution to ensuring the right product for your needs.

Can I order a sample in every product colour?

Samples are white only, to keep this service economical for all customers. You’ll only see an ORDER SAMPLES button on item pages for which samples are available.

How many samples can I order?

You can order up to 8 samples in total (remember, white only) of different products. 3 of the same design.

Are samples free?

No, samples still cost a small amount. The advantage is that instead of ordering in bulk, you can order single items to test your needs. Samples will save you time and money in the long run by ensuring you pick the perfect packaging.

Can I use a discount coupon to order samples?

No, discount coupons apply to full product orders only. We encourage you to use a sample to make sure that the packaging suits your needs, then apply your discount coupon to a full order with confidence that our products will do the job.

How do I order a sample?

For items for which you can order a sample (remember, white only) you’ll see an ORDER SAMPLES button below the pricing. Click the button and follow the prompts.

What about free shipping for samples?

Our same easy, economical options via Australia Post and Direct Freight Express still apply to samples. To learn more, see the shipping FAQs on this page and our shipping policy.

Are sample orders tracked?

Yes, tracking is provided so you can check the shipping status at any time. Samples are also packaged in our sturdy, custom shippers, so they’ll arrive safe and sound.

Shopping with boxfox

Is it safe to order on boxfox.com.au?

boxfox is proud to use Shopify as our ecommerce platform. Shopify is used safely in more than 170 countries for billions of dollars worth of online transactions. For boxfox, this means our security is always up to date, and we’re Payment Card Industry Data Security Standard certified – a long way of saying that you have peace of mind shopping on a legitimate site. Your personal details are safe, and security checks ensure credit card authenticity to protect against fraud.

What happens if I order something and it’s out of stock?

Thanks to our automated real-time inventory system, our website won’t accept an order or process a payment for an item that’s out of stock. So if our site says we’re out, we’re really out. We also post daily updates on estimated arrivals for out-of-stock items, so you can easily see when to check back to place your order.

Preorder Items

Please note that if your preorders include any other in-stock items, be aware that no partial orders will be shippedPlease limit your orders to the new items only to ensure you secure your order for when the stock is available for dispatch. Information regarding dispatch dates can be found in the collection and item pages. 

How do I know if I placed my order successfully?

You’ll receive an email confirmation almost immediately after placing your order. If something isn’t quite right, please contact us at sales@boxfox.com.au. After your order is dispatched, we’ll send an email tracking number so you can easily trace your parcel.

Can I change my order?

If you need to change your order, please contact us ASAP at sales@boxfox.com.au and our sales team will try to help. We dispatch orders in 1–2 business days, so it’s important not to delay. Please note that if your order has already been dispatched, we can’t make changes.

What payment methods do you accept?

We accept Visa, MasterCard and American Express debit and credit cards, as well as PayPal and Afterpay online payments. After placing your order, you’ll be prompted to enter your billing information and choice of payment method. All transactions are encrypted and secure.

How long does my store credit last?

In occasional circumstances (e.g. product exchanges) you might receive a store credit against future purchases. boxfox store credits expire 6 months after date of issue (unless otherwise specified), so please monitor any store credit carefully. Be sure to enter your store credit in the Gift Card field at Checkout. 

Shipping Enquiries 

Please note that it is essential to provide accurate and up-to-date delivery address details during the checkout process. To ensure successful delivery, we rely on the accuracy of the information provided. In case the address provided does not match the Google location, a fee for redelivery will be charged to cover additional shipping costs.

Additionally, please be aware that redirecting your order through a third-party service such as DFE or Australia Post may result in further fees due to the additional handling and processing involved.

For further information, please see our Shipping Policy

boxfox Discounts & Promotions 

The promotional code “WELCOMEDISCOUNT” provided to new subscribers entitles them to receive $15.00 off their first purchase sitewide when ordering over $120.00.

  • Available to new customers only
  • The WELCOMEDISCOUNT promotional code can only be applied to a single order of over $120.00 not including freight or GST 
  • Discount Code is entered on the View Cart or Checkout pages. 
  • This promotion cannot be redeemed on sample purchases regardless of the dollar spend
  • Promotional code WELCOMEDISCOUNT can only be used once per person (our website platform will flag incorrect data pertaining to information obtained at registration relating to customer name, address, email and contact number
  • Can’t combine with other discounts
  • The code must be applied in the cart in order to receive the discount
  • boxfox has no obligation to advise a customer of an incomplete or otherwise non-compliant entry
The Cart Saver relates to Terms and Conditions of the Welcome Discount Promotion

The promotional code “JUSTFORYOU” is provided to return subscribers and entitles them to receive 10% off their next order after their first purchase sitewide when ordering over $150.00.

  • Available to return customers only
  • The JUSTFORYOU promotional code can only be applied to a single order of over $150.00 not including freight or GST
  • Discount Code is entered on the View Cart or Checkout pages. 
  • This promotion cannot be redeemed on sample purchases regardless of the dollar spend
  • Can’t combine with other discounts
  • Promotional code JUSTFORYOU can only be used once per person (our website platform will flag incorrect data pertaining to information obtained at registration relating to customer name, address, email and contact number
  • The code must be applied in the cart in order to receive the discount
  • boxfox has no obligation to advise a customer of an incomplete or otherwise non-compliant entry
  • The code will expire after 14 days after being sent via email by boxfox

The promotional code “HELLO10” is provided to return subscribers and entitles them to receive 10% off their next order after their first purchase sitewide when ordering over $350.00.

  • Available to return customers only
  • The HELLO10 promotional code can only be applied to a single order of over $350.00 not including freight or GST
  • Discount Code is entered on the View Cart or Checkout pages. 
  • This promotion cannot be redeemed on sample purchases regardless of the dollar spend
  • Can’t combine with other discounts
  • Promotional code HELLO10 can only be used once per person (our website platform will flag incorrect data pertaining to information obtained at registration relating to customer name, address, email and contact number
  • The code must be applied in the cart in order to receive the discount
  • boxfox has no obligation to advise a customer of an incomplete or otherwise non-compliant entry
  • The code will expire after 14 days after being sent via email by boxfox


The promotional code “ANNIVERSARY10” is provided to return subscribers after 6 months as a customer of boxfox and entitles them to receive $20.00 off their next order sitewide when ordering over $250.00.

  • Available to return customers only, 6 months (182 days) after first order
  • The ANNIVERSARY10 promotional code can only be applied to a single order of over $120.00 not including freight or GST
  • Discount Code is entered on the View Cart or Checkout pages. 
  • This promotion cannot be redeemed on sample purchases regardless of the dollar spend
  • Can’t combine with other discounts
  • Promotional code ANNIVERSARY10 can only be used once per person (our website platform will flag incorrect data pertaining to information obtained at registration relating to customer name, address, email and contact number
  • The code must be applied in the cart in order to receive the discount
  • boxfox has no obligation to advise a customer of an incomplete or otherwise non-compliant entry

The promotional code “WELCOMEBACK” provided to existing customers entitles them to receive $10.00 off their sitewide when ordering over $120.00. 

  • Available to existing customer only
  • The WELCOMEBACK promotional code can only be applied to a single order of over $120.00 not including freight or GST 
  • Discount Code is entered on the View Cart or Checkout pages. 
  • This promotion cannot be redeemed on sample purchases regardless of the dollar spend
  • Can’t combine with other discounts
  • Promotional code WELCOMEBACK can only be used once per person (our website platform will flag incorrect data pertaining to information obtained at registration relating to customer name, address, email and contact number
  • The code must be applied in the cart in order to receive the discount
  • boxfox has no obligation to advise a customer of an incomplete or otherwise non-compliant entry

If you are unsure how to complete any of our discounts and promotions, please contact customer service at sales@boxfox.com.au before finalising your order.

 

The promotional code “LOYALTY10” provided to existing customers entitles them to receive a once off $10.00 off their sitewide when ordering over $150.00. 

  • Available to existing customer only
  • The LOYALTY10 promotional code can only be applied to a single order of over $150.00 not including freight or GST 
  • Discount Code is entered on the View Cart or Checkout pages. 
  • This promotion cannot be redeemed on sample purchases regardless of the dollar spend. 
  • Promotional code LOYALTY10 can only be used once per person (our website platform will flag incorrect data pertaining to information obtained at registration relating to customer name, address, email and contact number
  • Can’t combine with other discounts
  • The code must be applied in the cart in order to receive the discount
  • boxfox has no obligation to advise a customer of an incomplete or otherwise non-compliant entry. 

    If you are unsure how to complete any of our discounts and promotions, please contact customer service at sales@boxfox.com.au before finalising your order.

    Shipping

    What’s your shipping policy?

    boxfox makes shipping easy with four economical options via Australia Post and Direct Freight Express. We ship Australia-wide via road, rail and air, depending on your budget and needs. Orders are dispatched from our warehouse in 1–2 business days, and then various delivery provider times apply depending on the destination. For full details, see our shipping policy.

    How does your shipping estimator work?

    The shipping tool on every item page estimates the total weight of that part of your order based on the weight of each item and the quantity selected. The tool then dovetails with our price schedules from Australia Post and Direct Freight Express to provide an immediate and handy shipping estimate based on your location.

    Can I get an idea of shipping costs before checkout?

    Yes, our easy ‘Estimate Shipping’ tool on each item page will calculate an immediate shipping estimate from Australia Post and Direct Freight Express right there on the page, without you needing to add items to your cart or enter details at checkout.

    boxfox is selecting a default shipping method for me when I use QUICK CHECKOUT as a (non-account) customer. Can I change this?

    If you have a boxfox account (see the boxfox accounts FAQS earlier on this page) you can easily change the shipping method in the checkout process depending on your needs for that order, by clicking ‘Change’ in the ‘Shipping Method’ window on the Review Order page.

    Can I track my order once it’s shipped?

    Of course. All our freight is tracked. Once your order has left the warehouse you’ll receive an email with a unique tracking number. Just click the link to follow the order all the way to your door.

    How do I track my delivery?

    Once your order is dispatched you’ll receive an email with a unique tracking number link. Just click the link to follow the order to your door.

    Who delivers my order?

    boxfox is proud to partner with Australia Post Parcel Post services. For more pressing orders, you can choose Direct Freight Express. 

    Do you ship to PO boxes in Australia?

    At this stage, we don’t ship to PO boxes in Australia. If a PO box is your only option, contact us at sales@boxfox.com.au and we’ll try to help.

    Do you ship to business addresses?

    Actually, we much prefer to deliver to business addresses, where we can find a person or a secure location to leave. For more details, see our shipping policy.

    Do you ship internationally?

    At this stage, we don’t ship products internationally.

    What happens if I’m not at home when my order is delivered?

    If you’re not home when your order arrives, the driver will try to leave it in a safe spot (usually near the front door). Please note that if you give a private address for delivery, you automatically agree to an ‘authority to leave’ goods if no-one is home. If you’ve arranged to sign but no-one’s home, the driver will leave a card with instructions for local collection. For full details, see our shipping policy.

    What happens if my order gets lost in transit?

    If your parcel doesn’t arrive in the estimated time, check your tracking link to see if our provider has attempted delivery. If your order hasn’t been delivered and the provider can’t locate it, start by lodging a query with them directly based on your unique tracking number. You can also contact us at sales@boxfox.com.au and we’ll lodge an enquiry on your behalf.

    What happens if I receive an incorrect item?

    At boxfox we pride ourselves on great customer service and try to satisfy every order correctly. Sometimes though, our warehouse team might just pick the wrong item for shipping. If this happens, please contact us ASAP at sales@boxfox.com.au. We’ll amend your invoice and dispatch the right item with no further freight charge.

    My package didn’t arrive. What do I do?

    Sometimes even with the best systems, things go missing. If your package doesn’t arrive, start by checking your tracking link. If your order hasn’t been delivered and the delivery provider can’t locate it, lodge a query with them directly based on your unique tracking number. You can also contact us ASAP at sales@boxfox.com.au and we’ll do our best to help.

    Exchanges, returns and refunds

    Why does my order look different to the images on the website?

    Despite every effort to accurately duplicate each product’s colour, slight variations may occur between website images and the actual item.

    The packaging I ordered is the wrong size. Can I exchange it?

    boxfox understands that it’s sometimes difficult to choose the perfect product online, and we do have simple exchange, return and refund policies. However, in accordance with Australian consumer law, we don’t accept exchanges, returns and refunds if you order a product that turns out to be the wrong size. Please check our website carefully and contact sales@boxfox.com.au for product queries before you purchase. For full details, see our refunds policy.

    My order was delayed in transit. Can I get a refund?

    boxfox doesn’t offer exchanges, returns or refunds based on shipping delays.

    I received my order, but I think it's faulty. What should I do?

    boxfox takes great pride in the consistent high quality of our range. If for some reason you believe a product is faulty, contact our customer service team ASAP at sales@boxfox.com.au and we’ll do our best to sort it out. Please note that we might need extra information like photographs to help us asess the product, we may need the item returned for assessment, and claims against faulty products must generally be made within 21 days. For full details, see our refunds policy.

    BOXFOX COMPETITIONS 

    Pack It, Snap It, Share It and Win
    14/06/2024

    TERMS & CONDITIONS - Tag us in your posts through the months of June and July 2024 for your chance to win. The first 10 customers to tag us in their posts will be contacted via email by boxfox with a unique code to use at checkout.  Coupons can be used in our store at any time. The coupon cannot be used in conjunction with any other discount on boxfox.com.au. Cart value must be at or above $120.00 (ex GST, shipping and samples) to be redeemable. All competition rulings by boxfox will be final. Customers will be contacted during August 2024.

     

    We'd like to hear what you need from us!

    boxfox Product Development Survey
    TERMS & CONDITIONS 
    Updated 23/03/2023
    (CLOSED)

    1. The promoter is boxfox, U6/31-35 Burgess Road, Bayswater North, Victoria 3153, ABN 20361380443 who will facilitate the draw, fulfilment and management of the prize. Australia only. 

    2. To be eligible to win the prize you must fill out the “boxfox Product Development Survey”.
    3. The promotion will run from the Thursday 23rd March 2023, until Wednesday May 3rd. The winner will be announced on Thursday 4th May 2023.

    4. boxfox will select the winner provided the above conditions have been met. The winners (3) will be selected at 11:00AM (AEDT) on Thursday 4th May 2023 at the location boxfox, Bayswater Victoria 3153. The winners will be notified no later than 6.00pm (AEDT) on the Thursday 4th May 2023 via email.
    5. boxfox accepts no responsibility for unanswered, unread or late responses once the winner has been notified. 

    6. To enter you must be register your details by signing up online to boxfox.com.au

    7. The prize includes a $150.00 AUD gift voucher valid for use online at boxfox.com.au. The voucher is valid for 1 year. 

    8. The prize must be taken as stated and cannot be varied. boxfox cannot accept responsibility for lost or undelivered items due to incorrectly provided email and address details.

    9. Employees of boxfox and their immediate family members are not eligible to enter this promotion. 

    10. boxfox reserves the right to withdraw a prize and redraw an alternate winner/s should we suspect these terms and conditions are not being adhered to or if the winner/s is suspected of dishonest conduct. 

    11. If for any reason the Promotion is not capable of running as planned, including but not limited to fraud or causes beyond the control of the Promoter or anything which corrupts or affects the administration, security, fairness, integrity or proper conduct of the Promotion, the Promoter reserves the right in their sole discretion to cancel, terminate, modify, or suspend the Promotion, subject to any directions from a regulatory authority. 

    12. In order to conduct this Promotion, the Promoter needs to collect personal information about each entrant and may for this purpose, disclose such information to third parties, including but not limited to agents, contractors, service providers, gift suppliers and regulatory authorities. Participation in the Promotion is conditional on providing this information. It is a condition of entry that the entrant agrees to being entered into the boxfox database. boxfox may, for an indefinite period, unless otherwise advised, use the information for promotional, marketing, publicity, research and profiling purposes, including sending electronic messages or telephoning the entrant and for such other purposes as set out in the boxfox Privacy Policy. Entrants should direct any request to access, update or correct information to the Promoter. All personal details of entrants will be stored at the office of boxfox. Upon the entrant’s request, all information provided will be removed from our active database. Information will be removed as soon as reasonably possible in accordance with our Privacy Policy and applicable laws. To view the boxfox Privacy Policy, please visit https://www.boxfox.com.au/pages/privacy-policyprivacy-policy. All entries remain the property of the Promoter.

     

    INSTAGRAM - HAMILTON CASE BOX 1 COMPETITION 
    TERMS & CONDITIONS
    Updated 17/03/2023
    (CLOSED) 

    1. The promoter is: boxfox whose registered office is at Unit 6/31-35 Burgess Road, Bayswater North VIC 3153
    2. The competition is open to residents of Australia aged 13 years or over except employees of boxfox and their close relatives and anyone otherwise connected with the organization or judging of the competition.
    3. There is no entry fee and no purchase necessary to enter this competition.
    4. By entering this competition, an entrant is indicating their agreement to be bound by these terms and conditions.
    5. Entry details for the competition and details of how to enter are via @boxfoxau
    6. The contest will be held on the following channels: Instagram
    7. Only one entry will be accepted per person. Multiple entries from the same person will be disqualified.
    8. The promotion will run from the Wednesday 15th February 2023, until Tuesday 6th March 2023. 3PM. After this date, no further entries will be permitted. 
    9. No responsibility can be accepted for entries received after the closing date.
    10. 1 prize per person / Winners choice of 1 carton of boxfox's Hamilton Case Box 1 - Matt White Emboss Magnetic Closure or Hamilton Case Box 1 - Matt Black Emboss Magnetic Closure, including freight in Australia. 
    11. The (3) winners will be chosen randomly on Tuesday 6th March at 3PM AEST and announced in our Instagram story.

    Competition rules:

    • boxfoxau reserves the right to cancel or amend the competition and terms and conditions without notice for any reason. Any changes to the competition will be notified to entrants as soon as possible by the boxfoxau.
    • boxfoxau is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.

    Prize rules:

    • The prize is as stated and no cash or other alternatives will be offered. Prizes are not transferable. Prizes are subject to availability and boxfox reserves the right to substitute any prize with another of equivalent value without giving notice.

    Winners will be chosen:

    • by the promoter - boxfoxau

    By participating in this competition, an entrant indicates his or her acceptance of these terms and conditions.

    The competition and these terms and conditions will be governed by Australian law and any disputes will be subject to the exclusive jurisdiction of the courts of Australia.

    The winner agrees to the use of their name and image in any publicity material, as well as their entry. Any personal data relating to the winner, or any other entrants will be used solely in accordance with current Australian data protection legislation and will not be disclosed to a third party without the entrant’s prior consent.



    REVIEW & WIN COMPETITION - INSTAGRAM AND FACEBOOK
    TERMS & CONDITIONS 
    (CLOSED) 

    1. The promoter is boxfox, PO BOX 77, Bayswater Victoria 3153, ABN 20361380443 who will facilitate the draw, fulfilment and management of the prize. Australia only. 
    1. To be eligible to win the prize you must leave a valid review on a product recently purchased. Reviews must be focused on the product and any reviews that deemed invalid will not be entered into the competition. 
    1. The promotion will run from the Thursday June 3rd, 2021, until Sunday 1st August. The winner will be announced on Tuesday August 3rd, 2021. 
    1. boxfox will select the winner provided the above conditions have been met. The winners will be selected at 5:00pm (AEDT) on Monday 2nd August 2021 at the location boxfox, Bayswater Victoria 3153. The winners will be notified no later than 6.00pm (AEDT) on the 3rd of August 2021 via Instagram and Facebook.
    1. boxfox accepts no responsibility for unanswered, unread or late responses once the winner has been notified. 
    1. The prize includes a $150AUD gift voucher valid for use online at boxfox.com.au. The voucher is valid for 1 year. 
    1. The prize must be taken as stated and cannot be varied. boxfox cannot accept responsibility for lost or undelivered items due to incorrectly provided email and address details. 
    1. Employees of boxfox and their immediate family members are not eligible to enter this promotion. 
    1. boxfox reserves the right to withdraw a prize and redraw an alternate winner/s should we suspect these terms and conditions are not being adhered to or if the winner/s is suspected of dishonest conduct. 
    1. If for any reason the Promotion is not capable of running as planned, including but not limited to fraud or causes beyond the control of the Promoter or anything which corrupts or affects the administration, security, fairness, integrity or proper conduct of the Promotion, the Promoter reserves the right in their sole discretion to cancel, terminate, modify, or suspend the Promotion, subject to any directions from a regulatory authority. 
    1. In order to conduct this Promotion, the Promoter needs to collect personal information about each entrant and may for this purpose, disclose such information to third parties, including but not limited to agents, contractors, service providers, gift suppliers and regulatory authorities. Participation in the Promotion is conditional on providing this information. It is a condition of entry that the entrant agrees to being entered into the boxfox database. boxfox may, for an indefinite period, unless otherwise advised, use the information for promotional, marketing, publicity, research and profiling purposes, including sending electronic messages or telephoning the entrant and for such other purposes as set out in the boxfox Privacy Policy. Entrants should direct any request to access, update or correct information to the Promoter. All personal details of entrants will be stored at the office of boxfox. Upon the entrant’s request, all information provided will be removed from our active database. Information will be removed as soon as reasonably possible in accordance with our Privacy Policy and applicable laws. To view the boxfox Privacy Policy, please visit https://www.boxfox.com.au/pages/privacy-policy privacy-policy All entries remain the property of the Promoter.