Frequently Asked Questions

We process orders in batches during business hours Monday to Friday and ship orders out 1-2 times a week. We aim to get all orders out as fast as possible but there may be longer waits after big sales or new releases! We are a two person team, so we can only work as fast as our hands and legs will let us so we appreciate your patience.

Australian orders: Tracking numbers will be made available to you once your order has shipped via Australia Post.

International orders: Tracking numbers will be made available to you once your order has shipped via DHL eCommerce.

The DHL eCommerce tracking page will have a "Shipment Status" tab with a simplified view and a "Details" tab with a full tracking history, as well as a link to your local delivery tracking number once it has populated. The local delivery tracking number will be under the "Delivery by X" section to the left of the tracking history.

Australian orders: If your tracking through Australia Post has not updated in more than 7 business days (parcel post) or 4 business days (express post) please contact us and we will let you know the best course of action. Australia Post occasionally does not scan after courier pickups but we have found that once they reach their destination State they will receive a scan without issues.

International orders: If your tracking through DHL eCommerce has stopped please try entering your tracking number into your local postal service's system. Once your parcel enters it's destination country the tracking number switches over from DHL eCommerce to the local postal service (for example USPS, NZ Post, etc.) and from that point detailed tracking will appear on the local postal service's system. 

If you are having issues with your tracking once it is in the destination country you will need to contact your local postal service (not DHL) regarding it's location to have your issue solved. We always recommend calling the postal service itself (USPS, etc.) rather than your local post office for the most accurate help.

If you are in the US please make sure you reach out to your local postal service within 30 days of your shipping confirmation email (if it is missing we will need evidence of correspondence in this time to file a claim and resend it for you). If your parcel hasn't had a tracking update in longer than a week please reach out to us.

If you are anywhere else international (outside of Australia or the US) please make sure you reach out to your local postal service within 60 days of your shipping confirmation email (if it is missing we will need evidence of correspondence in this time to file a claim and resend it for you). If your parcel hasn't had a tracking update in longer than two weeks please reach out to us.

Domestic Express & Standard Shipping (Aus Post):

Please note that Australia Post delivers Monday to Friday and their estimates are based on business days only.

Parcel Post - 2-7 business days*

Express Post - 2-3 business days*

International Shipping (DHL eCommerce):

All of our international orders are shipped through DHL eCommerce and delivery times will depend entirely on your country. US orders are shipped via a new expedited service and will arrive faster than other international locations.

International (US) - 5-15 business days*

International (Other) - 7-40 business days*

Once your parcel is scanned into your country it will be trackable through your local postal service - monitoring it through here can provide more detailed tracking updates. Your local postal service will be listed on the "Details" tab of the DHL tracking page under the "Delivery by" line.

*Please note that delivery estimates are only there as a guide and will vary depending on the time of year, and your local postal services.  

If your tracked order hasn't arrived within the estimated time frame (14 business days within Australia and 40 business days for international orders) please contact us with your order number and full name.

We recommend you contact your local postal service ASAP before contacting us to help us provide a solution quicker. Occasionally Australia Post or USPS may let a parcel slip through the cracks and the quicker you contact them the quicker they can help us determine if it is lost or delayed. Please pass any information you receive from them onto us.

Australian orders: Australian orders can be tracked through the Australia Post website.

International orders: All standard international orders can be tracked through DHL eCommerce while they are still in Australia. Once they arrive in the destination country you will have the most accurate shipping updates through your local couriers website (USPS, Canada Post, etc.).

We are happy to update addresses at any point - provided shipping labels have not already been created. Pop us an email with your full name, order number, current order address, and the address you would like it changes to and we will get back to you ASAP.

If an order has already shipped we are unable to change the address.

As outlined in our shipping policies we do not collect customs/VAT/duties and any import fees enforced by your country will need to be collected from you before delivery by the shipping courier or a third party on behalf of the shipping courier.

Please make yourself familiar with all import fees prior to orders and if you have any questions please contact your local customs office for further information.

Our store processes all orders in Australian Dollars as we are an Australian store.

If you are located outside of Australia (even if you are browsing our goods in your local currency), you will checkout using Australian Dollars at the most current exchange rate. This means you are not being charged more, you are just being shown the order total in AUD at the checkout. 

We recommend checking out with Paypal if you are an international customer to avoid bank fees as Paypal converts and charges it in your local currency.

Customs fees vary country to country so we recommend you get in touch with your local customs office to find out BEFORE you purchase! We are legally required to put the correct amount on our customs forms so this means we cannot mark your order as a gift for you to bypass customs.

To checkout with Afterpay your order total has to be a minimum of $50AUD. For Afterpay's full terms of service please visit their official website here .

Afterpay is an Australian service so if you are an international customer you will unfortunately not be able to checkout using their payment plan service. There is a US version with the same name, but at this current point of time it is not available to us to offer.

If you are an Australian customer you will need to make sure your order reaches the Afterpay minimum order value of $50AUD.

We are not always able to combine orders so please contact us to confirm before placing a second order. If you only want to add one or two items to your existing order please just pop us an email and we can typically edit your order instead of having to manually combine two orders.

Cancellations may be made within 2 hours of placing your order if the shipping label has not been created. All cancellation requests are treated on a case to case basis and may be denied or subject to a restocking fee. Cancellations are not accepted during major events and sales.

We are human so we definitely make mistakes! If you received an incorrect or missing item in your order just pop us an email to info@foxandcactus.com with your order number, a description of the issue, and if necessary a photo or two, and we will get you a solution ASAP!

Goods will be delivered to the address specified on your order. We are not responsible for incorrect shipping addresses, so please make sure we have the right address for you when placing your order.

If you notice an error after you have placed your order, please contact us immediately by email.

If your order has already been shipped with an incorrect address you will need to wait for the order to be returned to us and you will be responsible for the additional shipping charge.

All orders will receive a monthly sticker sampler as well as a freebie postcard, no minimum spend or code required.

All other active promos are posted on our Instagram, Facebook, and in our VIP Facebook Group. If you do not see anything in our recent posts, then there are no active promotions currently running.

It is recommended that all scrapbooking and planner accessories should be stored in a cool, dry place away from direct sunlight. This includes our planner stickers as they are designed to be used in journals/planners. As of July 2021 our stickers are printed with an ink that can hold up against heat, water, and sunlight very well - we still recommend treating your stickers with care but they are much less likely to fade.

Our vinyl die cut stickers however are printed specifically for outdoor use and will not fade in direct sunlight. This means they are perfect for cars, laptops, drink bottles, etc.

We provide a clear photo for each listing displaying the entire sheet so you are able to see the amount of stickers included per sheet. The size of each sheet is listed in the description of every listing, and typically our large character stickers are 1" and our small character stickers are .6". If you are having trouble working out the size of a sticker, pop us an email and we can help you out.

To keep our processing times as fast as possible we no longer offer custom changes to any of our sticker sheets. Any requests for custom changes in notes to seller will be ignored.

We can occasionally make small changes to acrylic items (different tops for earrings, etc.), but always check with us via email before placing an order to avoid disappointment.