Q: Can you send me pricing so I can buy off you direct?
A: As we are a Wholesale Manufacturer, we do not sell direct to the public. If you care to visit our stockists page you will find that we have retailers throughout the country. If you contact one of these closest to you I am sure they will be more than happy to assist you with pricing. |
Q: Are your Cots being manufactured overseas or New Zealand?
A: Both - While some of our Cot Models are manufactured overseas in a certified Factory:
- They still comply with the AS/NZS 2172:2010 Safety Standards
- They have the highest certification NZ/Australian Standards
- They are designed in New Zealand and manufactured in
New Zealand Pine
- No plastic is used on our Cots
- The paint finish on the cots are of the same quality as to
what we produce here in New Zealand, and comply with the
latest non-toxic specifications
- They carry the same Guarantee of Workmanship |
Q: What happens if there is no Touchwood stockist in my area?
A: Contact us and we'll find a solution for you. |
Q: What are your Business Hours?
A: We are open Monday - Friday from 9am - 5pm. (Closed Weekends & Public Holidays) |
Q: I seem to have misplaced or have lost my Assembly Instructions, can you help?
A: Of course we can. If you visit the "Support" page on our website, we will have all the Assembly Instructions at your finger tips. All you do is download the pdf. file of the Assembly Instructions that you need and print it off. That easy! |
Q: What is the recommended retail price on your cots?
A: We cannot control what prices our cots retail for. Different retailers offer different specials at different times and even we have trouble keeping track of their pricing. However, each store has been sent a Recommended Retail Pricelist. Our advice is to check out our stockists' page and give them a call. Not all our retailers stock all our products so if you are really having trouble finding a Touchwood product available locally send us an email and we'll see how we can help. |
Q: I went to one of your retailers on your stockist page and they didn't have any Touchwood products?
A: We apologise for this. It occasionally happens that we have retailers who have sold their showroom floor models or have a very limited range. We review our retailer list regularly but we don't take retailers off the list just because they haven't ordered for a period of time. If you want a specific Touchwood product - take it to your local retailer and ask them to order it for you. |
Q: Do you sell Touchwood cots outside New Zealand? If so, where can I get one?
A: Yes we do. We have a TouchWood Distributor in Australia, Hong Kong & China, and we are currently working on establishing a Distributor in the United Kingdom, South Africa & Scandinavia. Please visit our Stockists Page for more details. |
Q: I purchased a TouchWood cot several years ago. I now find that I have misplaced some of the bolts. Am I able to purchase new bolts?
A: Yes you can. If you care to e-mail us your Batch Number and Model of your cot, we will then be able to supply you with a complete set of replacement bolts, including assembly instructions. |
Q: After assembling my Cot, I noticed that the drop-side does not go down. Am I doing something wrong?
A: It is probably because you have inserted the drop-side the wrong way around. In the Assembly Instructions it mentions that it is important that the drop-side is inserted with the Touchwood Emblem facing outwards. Inserting the drop-side incorrectly will cause the Touchwood Emblem to jam on the inside of the cot, causing it not to move downwards and possibly damage the inside of your Cot. Please READ the Assembly Instructions carefully to ensure smooth assembling. |
Q: I want to change the colour on my Touchwood cot? How can I do this?
A: All Touchwood cots are painted or stained with totally non-toxic finishes. If you decide to repaint your cot you must be sure that the paint that you are going to use is also totally non-toxic and safe for a baby to suck on. TouchWood does not recommend repainting the Cot and will not be liable for anything that goes wrong. |
Q: I noticed that when my new Touchwood furniture arrived, the stain was slightly different in colour to what the stain was on my existing Touchwood furniture?
A: Due to the different grain and intesity in the Timber Wood, slight vaiation in colour may occur. Our spray booths use the same spray painting techniques as we have always done to ensure that all of our Furniture matches in the best way possible way. However, you may find that having furniture subject to direct sunlight or furniture which has slightly aged over time may look slightly different in colour. If you do have existing furniture you would like to match too with new furniture, we strongly advise you to send us a drawer or drawer front to us, so that we could colour match it to what you have already, as best we could. |
Q: What are the safety standards for cots in New Zealand and Australia?
A: All cots sold in New Zealand and Australia must comply to the current Safety Standards. Touchwood cots have been tested and are certified to the latest Australian / New Zealand Standards. More information concerning Standards can be obtained from New Zealand Consumer Affairs and also the Commerce Commission in Australia. |
Q: My child is biting the drop side rail and leaving teeth marks. What can I do about this?
A: Touchwood cots are not supplied with plastic teething strips as we have found these can be unhygienic as baby's saliva gets trapped underneath these strips. Touchwood have a natural fabric cot protector, which are easily removed and washed. These are available at anyone of our Nursery Stockists.
If you wish to touch-up any teething marks or blemishes, please contact us direct on 04 232 2275 and we will gladly sell you a small 125ml tin of non-toxic touch-up paint or stain for your use.
PLEASE NOTE: We do not ship stain or paint overseas. This is only available in New Zealand. |
Q: Do you put castors on your cots?
A: No we don't, for reasons of stability. Also, if you are thinking of moving a cot from room to room; remember that a Touchwood cot won't go through a normal doorway when they are fully assembled. |
Q: My changing table moves around on our wooden floors? What can I do about this?
A: If you are registered in the Touchwood Care Club we can replace your front castors with lockable castors so that it doesn't move around. |
Q: Can you send me the dimensions of your different products?
A: The furniture dimensions are available on this web site on the relevant product pages. The recommended mattress size (if you are not buying a Touchwood mattress) is 1300 mm x 680 mm and the depth of the mattress shouldn't be more than 150 mm maximum. |
Q: What guarantee's/warranty do you offer on your products?
A: Touchwood products are made to last. We will back our products for 5 years from the date of purchase with normal use. A quick look at Trade Me will show you that our cots are traded for much longer than this.
If a product has a manufacturing fault we will repair it free of charge. If not practical to repair it we will, at our discretion, replace the faulty component in question.
If the product fails due to wear, accident, neglect or negligence, or if it is outside the 5 year warranty period, we will happily repair it for a reasonable charge.
Please discuss any warranty or service queries with your store of purchase. You will be required to show proof of purchase. They will inform you of the next step. Products that are returned directly to the manufacturer by customer will NOT be eligible for warranty, unless prior approval. |
Q: What is not covered by Warranty?
A: Second hand product. Modified product. Poorly maintained product. Normal wear, fading and colour discolouration. Improper use, by way of: abnormal use, not following instruction, child left unattended, transport damage i.e. airline or freight damage.
Where proof of purchase is not provided or product is outside of our 5 year period, manufacturer's representative reserves right to charge a service fee and/or charge for parts replaced/repaired. Freight charges will apply.
Customers costs within warranty:
Customer is responsible for any inwards freight charge to return product to manufacturers representative for warranty and or service.
Customer costs outside warranty:
Where proof of purchase is not provided or product is outside of guarantee period, manufacturers representative reserves right to charge a service fee and/or charge for parts replaced/ repaired. Freight charge may apply.
Worldwide Coverage:
If you file a warranty claim outside of the country of purchase Touchwood reserves the right to charge freight and/or service fees.
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Q: What is the lead time on your furniture?
A: Generally we work on a 4-6 week turnaround, however sometimes we are held up due to an over-load of orders. So we advise that you give yourself plenty of time to ensure you have your furniture when needed. Some delays may extend out to 7-8 weeks depending on the model you have chosen.
All orders are date driven, and are manufactured per your requirements. (i.e. style, colour, model, etc...) |
Q: What timber is your Nursery and Bedroom Furniture manufactured from?
A: We manufacture all of our Nursery and Bedroom Furniture from sustainable, renewable New Zealand Pine, unless stated otherwise. |
Q: Do you use non-toxic finishes on all of your products?
A: Yes, all of our products are sprayed with non-toxic stains and paints, which comply with the non-toxic regulations of New Zealand and Australia, making it safe for your child. |
Q: Why does Touchwood use a two handed drop-side mechanism, than the currently fashionable one handed version?
A: Why? Because it is safer. It can't be opened by shaking from inside the cot, or by another child from the outside. When you have picked up your baby, we suggest you leave the drop side in the lower position, ready for your return.
We are sure that if you make these comparisons, you'll choose a TouchWood Safety Cot.
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Q: Did you use to manufacture solid Rimu timber Cots?
A: Yes we did - our first rimu timber cot were manufactured in 1997, however this ceased 3 years later. We now manufacture all of our Cots from sustainable New Zealand pine timber in about 10 different colours. |
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