FAQs

Ordering

We aim to ship all orders within 48 hours of the order being placed, however sometimes there may be delays out of our control. Please 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).

You will receive tracking advice via email once the order has been sent out.

Please contact us directly if you have any concerns about the status of your order.

Shipping times are dependent on 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.

If you happen to reside outside of the ACT but still within the region such as Queanbeyan and surrounds, you can use any ACT address to trigger the local pickup option at checkout.

A suggested address within the ACT can be our PO Box address: PO Box 321, Hall ACT 2618.

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.

Our website reflects our live available inventory. If you can't add more than a certain number of items to your cart that means the number of maximum available items has been reached. Feel free to check back at a later date as we receive stock and update inventory levels to reflect this all the time.

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.

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

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

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.

Rewards

When you create an account with us and register with the rewards system you will automatically be credited with 100 points to the value of $5.00.

To do this, you will need to sign up for an account on the site here. Once signed up, you will notice that there is a little present icon pop-up on our page. If this does not show up, please refresh your browser.

Once you click on the present icon, you can follow the prompts to redeem your 100 points for a $5 discount voucher. This will be emailed to your email address used at sign-up.

Simply enter this code at checkout to claim your $5 discount!

Please note: A minimum spend of $30 before shipping is required for you to be able to redeem this reward during checkout.

If the rewards button does not display in the bottom right of the website, then you may need to refresh your browser window.

If you are still having difficulties accessing the rewards menu, please contact us at hello@foxandroo.com.au.

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.