Customer Service

Contact

Can l contact you by phone?

We prefer you to contact us be email. It’s fast and efficient, allows you to get on with your day, and provides us with an opportunity to check our systems or contact our suppliers (if required). All emails sent to us are answered on the same day they are received. 

To contact us, complete the ‘contact us’ form on our website.

Where are you located?

We are a Bendigo (VIC) store, and we ship our lovely goodies all across Australia.

Do you have any customer parcel pick up collection points?

Yes we do.

Payment Methods

What payment options do you accept? 

We accept: MasterCard, VISA & PayPal

How will payments be displayed on my credit card statement?

Payments will display on your credit card statement as: Red Fox Party Supplies

Accounts

I’d like to create an account for your online store.  How can l sign up?

To create a Red Fox account, click here and then simply follow the instructions provided. 

Once your account has been created, you will receive an email from us asking you to ‘activate’ your account, and then you are all done. 

What does an account allow me to do?

Your Red Fox account allows you to:

  • Access to exclusive member deals, new products, recipes and information
  • Express checkout – your billing & shipping information is pre-filled for you 
  • View the status of your orders and know when they have been shipped  
  • View the details of all your orders including what you purchased 
  • View and manage your billing and shipping addresses including contact numbers

To create an account, click here. If you have am existing account and want to login, click here.

I’ve forgotten what email address l registered my account with. Can you help?

No problem. Simply drop us a quick message by completing the contact us. Include your first name, last name and billing address, and we will confirm the email address registered against your account.

I’ve forgotten my account password. How can l change it? 

It happens to the best of us. To reset your password click here, click on the 'forgotten password link' and enter the email address you registered against your account.

An email will then be sent to you containing a secure website link which when clicked, will allow you to set a new password for your account. 

Orders 

I’ve just placed an order, how long will it take to arrive? 

We pick and pack orders on the same day they are received and ship the following day (excludes weekends, which ship on the Monday).

Estimated delivery times which apply for parcel deliveries are as follows, and apply from the date your order is 'shipped' out to you, vs. the date you placed your order:

Metropolitan Areas

  • Melbourne, Sydney, Brisbane 1-2 Business Days
  • Adelaide 3-4 Business Days
  • Hobart,Perth/Alice Springs 5-8 Business Days

Regional Areas

      . Victoria 1-2 days

  • New South Wales 1-3 Business Days,
  • Queensland 2-4 Business Days
  • South Australia, Western Australian, Northern Territory 5-10 Business Days

        Always allow additional time for orders to arrive during holiday periods and public holidays.

        I’ve changed my mind about an order. Can l change a product or cancel the order?

        You certainly can, as long as your order has not yet shipped. Simply contact us by clicking here, and include your order number and a short note. We will then either remove a product from your order, or even cancel it altogether and refund your payment to your credit card.

        How can l tell the status my order?

        The best way to keep track of the status of your order is to create a Red Fox account which will display the current status of your order. You will be prompted to create an account from the order confirmation page, after placing your order.

        If you placed an order but didn’t create an account, you’ll receive a ‘shipping notification’ email from us, letting you know when your order has been shipped to you.

        How will l be contacted about the status of my order? 

        After you place an order with us,  you will receive the following emails which provide the status of your order:

        • Order confirmation/Invoice - recaps the details of your order and confirms the ship to address
        • Shipping Notification - lets you know your order is on its way and provides your parcel tracking number and website address to track it on

        Returns & Refunds

        I've changed my mind. Can l return an item from my order?

        You are welcome to return any of our items within 7 days of receipt, if you have changed your mind. Products must be unused and within the original product packaging and in the same condition that you received them.

        Several types of goods are exempt from being returned such as food items and any items which were bought on sale.

        Please email us using our contact us form, and let us know the order number, product you are returning, and a brief description of why, then package your products securely and send them to us by registered Australia Post or courier, including a copy of your invoice and an explanatory note - postage costs for returning your item will not be covered by Red Fox.  We cannot be held responsible for items which are lost or missing by Australia Post, so please ensure your package is registered. 

        Once your return has been received, we will arrange for a store credit for the cost of the item(s) returned by you. 

        My order has arrived and an item has been damaged? What do l do? 

        Whilst we take extreme care when packing our products before they are shipped to you, if you receive a faulty or damaged item please contact us within 7 days of receiving the product(s) for information on how to return them to us for either a replacement or refund.

        We are unable to refund items that have small variations in color and pattern.

        I’ve received an email saying that an item cannot be fulfilled within my order. What does this mean?

        Whilst we make every attempt to ensure that our website accurately reflects the stock quantity available for purchase, from time to time mistakes do happen (we’re only human) which will result in a product you have ordered not being able to be fulfilled.

        Should this occur with your order, you will receive an email from us outlining which products were not available and a refund will be processed back to either your PayPal or credit card account.

        What happens to 'return to sender' parcels?

        Please take care to enter the correct 'shipping address' when you place your order. If a parcel comes back to us marked 'return to sender or unclaimed’ a $8.95 re-shipping fee applies to resend your package.

        Products 

        Are all your products in stock? 

        Yes. Our online store will only allow you to add products to your shopping cart if they are available for sale. If a product is currently unavailable, it will display an ‘out of stock’ message. 

        Whilst we ensure that all of our products are in stock, from time to time we may experience delays in restocking some items. 

        Sometimes we may offer a special product(s) on pre-order which allows you to secure it before it arrives, however you won’t be charged for it until it arrives and is available for shipping to you.

        I want to purchase a product which is out of stock. When will it be available again?

        Restocking times vary by product and supplier, so drop us a line by clicking the ‘Questions’ tab from the individual product page for the item. We’ll then get back to you.