FAQ

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

What are your hours of operation?

Our customer service team works Monday to Friday (excluding public holidays in Melbourne, Australia) from 8.30am to 4.00pm 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.

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 4 samples in total (remember, white only) of different products.

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 StarTrack 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.

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 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, so please monitor any store credit carefully.

Welcome Discount Promotion 

Welcome to New boxfox Email Subscribers

The promotional code “WELCOMEDISCOUNT” provided to new subscribers entitles them to receive $10.00 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
  • This promotion can't be used in-conjunction with any other offer
  • 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
  • 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 this promotion, 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 StarTrack. 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 StarTrack 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 StarTrack 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 and Express Post services. For more pressing orders, you can choose StarTrack Express or Premium services.

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.