Find answers to common questions about shopping with Smartfox Australia, including delivery, tracking, payments, product availability, returns and customer support.
Orders & Delivery
How long will my order take to arrive?
Delivery normally takes 3–12 business days after dispatch, unless otherwise stated on the product page. Most orders arrive before the 12-business-day mark; however, some may take the full delivery timeframe.
Where will my order be dispatched from?
Smartfox Australia orders are fulfilled from Australia or New Zealand, depending on the product and supplier.
Do you deliver throughout Australia?
Yes. We deliver to addresses throughout Australia. Some rural and remote locations may take a little longer to reach.
How much does delivery cost?
Delivery charges depend on the products ordered, their size and weight, and the delivery location. The applicable delivery charge will be shown during checkout before you complete your order.
Can I track my order?
Yes. Where tracking is available, tracking details will be provided once your order has been dispatched and the information becomes available from the carrier.
Can items from the same order arrive separately?
Yes. Because products may be fulfilled from different locations within our Australia and New Zealand network, items from the same order may occasionally be dispatched separately and arrive at different times.
Can I have my order delivered to a PO Box?
Please use a physical residential or business address wherever possible, as many of the delivery services used for Smartfox orders cannot deliver to PO Boxes.
Can I pick up my order?
No. Smartfox Australia operates as an online retailer and orders placed through our website are for delivery only.
What happens if I'm not home when my order arrives?
This will depend on the carrier and delivery service being used. The carrier may leave delivery instructions, arrange redelivery or direct you to a collection location. Please follow the tracking information or instructions provided by the carrier.
Products & Availability
Where do Smartfox products come from?
We work with an extensive supplier and fulfilment network across Australia and New Zealand. This allows us to offer Australian customers a large and continually growing range of products.
Are all products listed on the website available?
We work hard to keep product availability up to date, but stock levels can occasionally change before our website is updated. If an unexpected availability issue affects your order, our customer service team will contact you.
Can I order a larger quantity than shown online?
Possibly. If you require a larger quantity, please contact us with the product details and quantity required. We'll be happy to check availability with our supplier network.
Do you accept bulk or business orders?
Yes. We can assist businesses, organisations and other customers requiring larger quantities. Please contact us with the product, quantity and delivery location so we can check availability.
Why is the Smartfox product range so large?
Smartfox works with a broad network of suppliers across Australia and New Zealand, giving our customers access to an extensive range across home, office, toys, electronics, automotive, food, pet products and many other categories.
Payments & Security
What payment methods do you accept?
The payment methods currently available for your purchase will be displayed securely at checkout.
Is it safe to shop with Smartfox online?
Yes. Your payment information is processed securely. Smartfox does not store your full credit card details or have access to your complete payment information.
Are prices shown in Australian dollars?
Yes. Prices displayed on the Smartfox Australia website are in Australian dollars (AUD).
Returns, Damaged Items & Order Issues
What should I do if my item arrives damaged or faulty?
Please contact our customer service team as soon as possible with your order number and details of the problem. Where applicable, please include photographs showing the damage or fault, as these can help us assess the issue more quickly.
What if I receive the wrong product?
Please contact us with your order number and details of the product you received. Our customer service team will investigate and help resolve the issue.
Can I return an item?
Return eligibility depends on the circumstances and the product purchased. Please review our Refund & Returns Policy and contact us before returning an item so our team can provide the appropriate instructions.
What if I've changed my mind?
Please contact us as soon as possible. Change-of-mind return eligibility can depend on the product and circumstances, so please refer to our Refund & Returns Policy for the applicable conditions.
What are my rights if there is a problem with my purchase?
Your rights under the Australian Consumer Law apply when shopping with Smartfox Australia. Nothing in our store policies is intended to exclude or limit any consumer rights or remedies that cannot legally be excluded.
Customer Support
How do I contact Smartfox Australia?
The best way to contact our customer service team is by email at info@smartfox.co.nz. If your enquiry relates to an existing order, please include your order number so we can assist you more efficiently.
When will I receive a reply?
Our customer service team operates Monday to Friday. We aim to respond as quickly as possible, but during busy periods please allow up to 3 working days. If you're waiting for a reply, please also check your spam or junk folder.
Why does Smartfox primarily provide customer service by email?
Email allows our team to keep a clear written record of your enquiry, order details and any supporting information required to investigate and resolve your request.
About Smartfox Australia
Is Smartfox Australia an established online retailer?
Yes. Smartfox Australia is part of the established Smartfox retail business, with more than 20 years of online retail experience and an extensive customer feedback history across Australia and New Zealand.
Is Smartfox Australia connected to Smartfox New Zealand?
Yes. Smartfox Australia and Smartfox New Zealand are part of the same established Smartfox business. Our Australian website has been created specifically for customers shopping in Australia.
Does Smartfox have a physical retail store?
Smartfox operates primarily as an online retailer. This allows us to offer customers access to an extensive range of products through our supplier and fulfilment network.
Still Need Help?
If you can't find the answer you're looking for, please contact our customer service team at info@smartfox.co.nz.
We're happy to help with product, order, delivery and general shopping enquiries.