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FAQs

Ordering

We aim to ship all orders ASAP, however sometimes there may be delays experienced that are outside of our control.

In normal circumstances, please allow 1-3 business days for your parcel to be sent. You will receive tracking advice via email once the order has been sent out.

Please note: during busier sales periods this estimate may vary slightly due to the increased order volume to be dispatched.

If you require your order ASAP and are concerned about expected delivery timeframes, please reach out to us at hello@foxandroo.com.au and we will do what we can to assist in getting it to you on time.

Any orders containing pre-order items will only be sent when all items are in stock. If you would like your in stock items ASAP we recommend placing a separate order for the pre-order item(s).

Please don't hesitate to contact us directly if you have any concerns about the status of your order.

Shipping times are dependent on the service selected and the destination.

Click here to view more information about shipping including shipping timeframe guidelines.

If an item on the store is a pre-order item, this will be noted and made clear on the item description. An estimated arrival timeframe will also be displayed.

The arrival timeframe is purely an estimate. While we will do everything we can to ensure you receive your item as soon as possible, unforeseen delays can occur which are at times outside of our control. Pre-orders unfortunately cannot be cancelled due to this reason alone.

Please also note that any orders containing pre-order items will only be sent when all items are in stock. If you would like your in stock items ASAP we recommend placing a seperate order for the pre-order item(s).

In order to cancel your order for a refund please contact us at hello@foxandroo.com.au.

Please be advised we cannot cancel your order after it has been despatched. In this instance you will have to arrange a change of mind return within 14 days to our returns address after you receive your order.

View our returns & exchanges policy here.

Of course! If you live in Canberra select "Local Pickup" in the checkout as the shipping method and we will be in touch via email to organise collection.

To redeem any promotional codes or discounts you will need to enter them in the discount box at checkout, then click 'Apply'. Once applied, the discount will be visible in your checkout subtotal.

Please note: If you purchase something of lesser value than the value of the promotional/discount code, the remaining amount will be forfeited and cannot be refunded, exchanged, credited or applied to another order. The amount is also not redeemable for cash. Current promotions and/or discount codes cannot be used on previously paid purchases.

Shipping

Shipping costs are dependent on service chosen, destination and whether or not the order contains any bulky items. 

More information about shipping can be found here.

Yes we do! Fox and Roo ships to most countries around the world. Click here to view shipping information.

Please be aware that sending to some countries may be restricted due to the COVID-19 situation, if this is the case you will receive a notification for us on dispatch and a refund/order cancellation if necessary.

If your order has not arrived within the time frames set out here, we advise you first check the tracking information to view the parcel's current status.

In the event the tracking information shows no movement or is showing the items have been delivered to an incorrect location, please contact us ASAP and we will assist in investigating the issue.

Returns & Exchanges

Please click here to view our returns policy.

If you believe your item is faulty please contact us at hello@foxandroo.com.au with your name, order number, description of the issue and any photos which highlight the fault. 

It is at the discretion of Fox and Roo upon inspection of the item that depending on the condition of the item, how the product was washed and cared for and the extent of the fault, to then offer either a refund, exchange or credit.

Promotions & Store Credits

Promotional codes and store credits can be entered in the discount field when you reach the checkout. Simply enter the code and press apply.

Please note: Promotional codes and store credits cannot be utilised within the same order. They also cannot be stacked (i.e. more than one applied at the same time).

If you have any issues redeeming a code please contact us at hello@foxandroo.com.au.

These will be updated and displayed whenever promotions go live. If you have any questions regarding these terms, please contact us at hello@foxandroo.com.au.

General

Fox and Roo values your privacy and protection of your personal data. Click here to view our privacy policy.