Refunds
Exchanges, Returns and Refunds
These policies apply to products purchased online through the official boxfox website.
Australian consumer law
boxfox adheres to the Australian Competition and Consumer Act 2010, and is happy to provide returns, exchanges and refunds as required by this Act.
As such, in accordance with Australian consumer law, and as communicated on our website, in our terms and conditions, and on order confirmation emails, we do not accept exchanges, returns and refunds:
- if you change your mind (e.g. no longer require the product or ordered too much product)
- if you ordered the wrong item (e.g. the product was too large or small)
- if you were made aware of any relevant fault before purchase
- if you damaged products by misusing them (e.g. folded products incorrectly)
- if you found the product cheaper elsewhere
- as the result of delays by any mail or courier service.
Cancelling an order before dispatch
If you cancel your order before it is dispatched, boxfox will charge a 20% administration and processing fee and issue a store credit for the balance.
Mail or courier service delays
boxfox does not offer exchanges, returns or refunds based on mail or courier service delays. We also do not refund mail or courier costs if a delivery has been delayed.
If your order is delayed there are several things you can try:
- Contact our customer service team and we’ll see if we can help.
- Contact the mail or courier service directly, with your tracking information. This may be a faster solution to the delay.
If you’re unhappy with a product
We’re sorry if you feel you’re not 100% happy. As a first step, please contact our customer service team to discuss your concerns.
sales@boxfox.com.au
Monday to Friday 9:00am – 3:30pm
Product variations
Despite every effort to accurately duplicate each product’s colour, slight variations may occur between website images and the actual product.
Returns for faulty or incorrectly delivered products
We take great pride in the consistent high quality of our range. If for some reason you believe a product is faulty, or that we didn’t deliver what you ordered, please contact our customer service team and we’ll do our best to sort it out.
boxfox may accept returns for online purchases if they’re faulty or if the delivered products don’t match your order, provided the below information is adhered to:
Please note:
- We may ask you to email/supply extra information or photographs to help us assess the product and resolve your concern.
- Products must be, to the greatest extent possible, in their original and unused condition.
- Purchases that you think are faulty must be sent back to boxfox for an official assessment. Please contact us first so that we can discuss your concerns.
- Claims for faulty or incorrectly delivered items must be received within 21 days from the date of dispatch. Exceptions may apply upon further review, at our discretion, of a reasonable claim.
Address to return items
- Returns can be sent via Australia Post or DFE. Please contact our customer service team at sales@boxfox.com.au for return address details.
- All costs associated with the return of goods for a refund are the sole responsibility of the consumer. The original shipping costs are not refundable.
Assessing exchanges and refunds
After you’ve returned a product to boxfox Bayswater, we’ll make an assessment and process an exchange, store credit or refund is deemed faulty. For exchanges, if replacement stock is not available, we’ll issue a store credit.
If your refund is approved
Please allow up to 5 working days for us to make an assessment and, if applicable, process a refund to your account. Please remember that your financial institution may also take several days to process funds.
Shipping Policy
Shipping options – Australia wide
boxfox makes shipping easy with plenty of useful information on each item page and a range of economical shipping options at checkout.
Convenient shipping estimates on every item page
On every item page there’s a tool that will estimate the total weight of this part of your order based on the weight of each item and the quantity selected. Just enter your postcode to see handy shipping estimates (again, just for this part of your order) from Direct Freight Express without having to progress to checkout.
If you’ve shopped online with us before (but don’t have an account) and choose QUICK CHECKOUT, then your shipping method will default to the most economical option. 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.
FREE SHIPPING CRITERIA
BOXFOX Free shipping will show on all shopping carts AT CHECKOUT WITH a value of $2000 excluding GST for QUEENSLAND and Western Australia customers, however the below criteria must be met to qualify for BOXFOX Free Shipping. (Boxfox will be in touch with you shortly after your order to confirm qualification and any extra fees that may be incurred by boxfox)
Cart value upwards of $2000 Excluding GST
Shipping address must fall within the inclusion zone set by boxfox for Perth and Brisbane (The inclusion zone is set within Perth and Brisbane metro areas and does not include some outer postcodes due to distance)
Shipping address must be a commercial address with staff available to sign and accept our delivery (If you provide a residential shipping address this will incur a Residential deliver fee of $75 + GST charged by the carrier)
A hand unload fee of $50 + GST will apply to shipping addresses without access to a forklift onsite to unload (NOTE THIS CHARGE IS FOR THE EXTRA TIME SPENT BY THE CARRIER DURING DELIVERY AND NOT A FEE FOR THE DRIVER TO UNLOAD FOR YOU)
A tailgate delivery fee of $ 65 + GST will apply in circumstances where the customer stipulates this type of delivery
If your shipping address falls outside boxfox free shipping zones we can still offer you shipping and only pass on the cost of the extra distance incurred from the end of our free shipping zone to your shipping address including any of the above charges if they apply to your delivery. (Boxfox will provide a quote shortly after your order is received)
Please contact sales@boxfox.com.au or call 1300 269 369 for further information.
Dispatch Queries
If you have a dispatch query, contact us anytime at sales@boxfox.com.au
Please note that boxfox doesn't ship internationally.
Dispatch from boxfox in 1–2 business days (excluding weekends)
All boxfox orders are dispatched from our Victorian warehouse within 1–2 business days (unless otherwise agreed).
Quick guide to further delivery times
- Direct Freight Express: 1–5 business days depending on the destination (Estimate your transit time here). Check a more detailed guide to delivery locations and times later on this page.
After dispatch from our delivery provider
Any locations and times in this policy are just a guide. Please note that once your order is dispatched from our delivery provider, boxfox can’t guarantee delivery dates or times.
Your shipping address not accepted at checkout
- If during a purchase you have received notice that your shipping address is invalid or notes that boxfox cannot ship to your chosen address, it usually means the shipping address has not been correctly entered into the appropriate address fields.
- Please ensure all fields are completed correctly. All Unit/Apartment/Suite numbers must be input to the field named (Apartment, Suite, etc) and not in the (Address) field.
- Further, the (Address) field should only include your active street number and street name (not your suburb). The address must comply with Google location.
- Re enter your shipping address as per the above guidelines and you should then be able to proceed to checkout
PO Box Deliveries
Please note that DFE does not accept deliveries to PO BOX addresses.
To facilitate smooth deliveries, it is crucial to ensure that the address provided during checkout is either a physical residential or business address. This includes business name if you are delivering to a business.
Delivery Addresses – ATL (Authority to Leave)
If you use a private address, you automatically agree to an ‘Authority to Leave’ goods if no-one is there. Please note that our delivery provider cannot contact you before OR during delivery or be at your address at a set time. Please follow the carriers tracking information, which we provide on dispatch, and be available to accept your delivery.
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 may result in further fees due to the additional handling and processing involved.
What happens if no-one is at the receiver's premises to accept goods when the driver arrives?
In the event of failure to deliver a consignment by DFE due to no access for ATL (Authority to Leave) or no one present to accept delivery, charges will be applicable for futile delivery AND when a redelivery is made. It is the responsibility of the recipient to ensure accessibility and availability during the scheduled delivery time via the tracking information from our third-party carrier. These charges are necessary to cover the costs incurred by our company for the failed delivery attempt, including transportation, labour, and administrative expenses. We kindly request your cooperation in providing accurate information and suitable arrangements to avoid any inconvenience or additional charges in future.
About Direct Freight Express
Track & Trace
Real time consignment status updates.
To find out the latest status on your consignment, simply enter your consignment note or reference number and submit your request to receive the latest information. If you are logged in to your Direct Freight Express online account you will also be able to retrieve a copy of the Proof of Delivery (if available).
Tracking
Direct Freight Express provides tracking on all freight. Once your order is dispatched you’ll receive an email with a unique tracking number. Tracking is simple – just click the link and follow the order to your door.o-one to sign
For Direct Freight Express deliveries, if no-one’s there to sign, the driver will leave the goods at the address in a safe place (usually near the front door) if they can access the property. If Direct Freight Express can’t get access, they may redirect or redeliver (we’ll tell you ASAP about any extra fees).
No liability for damage or loss
Neither boxfox nor our delivery provider is liable for your order’s damage or loss. If your order hasn’t been delivered and the provider can’t locate it, start by lodging a query directly with the provider based on your unique tracking number. You can also contact us at sales@boxfox.com.au and we’ll lodge an inquiry on your behalf.
Guide to delivery locations and times
Direct Freight Express
Direct Freight Express delivers to capital cities, regional centers and zones in every state. Direct Freight Express offers speed, accuracy and reliability. Depending on the destination, delivery takes 1–5 business days. Check directfreight.com.au for more information on delivery times to your area.
Click and Collect
I’ve chosen Pick up in-store (MELBOURNE CUSTOMERS ONLY), but now I need my order delivered.
We can arrange this for you. Simply email us at sales@boxfox.com.au with your order number and the address your order is to be dispatched too. We will arrange shipping with one of our trusted courier partners. An invoice will be sent to you to action, and once payment is made we will send stock as soon as possible. Please note that there may be a delay in dispatching due to any changes.
When can I collect my order?
Please wait for the “Pick Up Confirmation” email indicating that your order is ready before coming to collect your order from our warehouse, as we cannot always expedite orders. If your order is placed after the 2pm cut off time, we cannot guarantee to have your order ready by 3.30pm same day. Collection timeframes are subject to change.
Can I order and pay for an order or see samples at the pickup point?
Unfortunately, we can not process orders on site. All samples can be viewed and purchased at our online store only.
Is Click & Collect a free service?
Yes – Click & Collect is free for all orders with no minimum purchase value.
How long do you hold Click & Collect orders?
We hold your Click & Collect order for 14 calendar days from the time you receive your initial collection notification.
Can someone collect my Click & Collect order for me?
Yes, friends and family are able collect your order on your behalf.
Please make sure they bring:
- A copy of the order collection notification
- An order number to quote to our warehouse team
Once the parcel has been signed for, you or the person collecting are responsible for any damage or loss of items.
Where do I click and collect?
Unit 6/31-35 Burgess Road, Bayswater North, VIC 3153
Pick up Monday - Friday 9:00am - 3:30pm. We are closed all Victorian public holidays and weekends. Check website for holiday closures. You will receive a pickup confirmation when your order is ready to go.
Please ring the warehouse doorbell near roller door for assistance. Please adhere to safety warnings on pick up and do not enter the warehouse.