|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: All of our Nursery Furniture is now being manufactured in our certified Factory in China. This is to help keep up with demand in both Australia and New Zealand. Although this change has been made, no changes have been made to the quality and safety of our products:
- All of our cots 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 what was produced here in New Zealand, and comply with the latest non-toxic specifications
- They carry the same Guarantee of Workmanship
All of our Beds and Bedroom Furniture are being manufactured offshore as well, with the above quality standards.
|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 does a Full End and a Duvet End mean on your beds?
A: A Full End (also known as High Foot or High Tail) is the piece at the end of the bed, which allows you to tuck your duvet inbetween the mattress and the end.
A Duvet End (also known as Low Foot or Low Tail) is the short piece at the end of the bed, which allows you to sit at the edge of your bed or allow the duvet cover to hang down from the mattress.
|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 contact us 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 & Japan. 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 and/or drop-side latches. Am I able to purchase replacements?
A: Yes you can. If you care to email us with 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.
Please Note: For older batches of cots, we no longer have the drop-side mechanisms (butterfly wings) available, as this type of mechanism has been superseded by a newer version (image shown).
* The newer version will not fit the older batches of cots.
'Brass' bolts have also been replaced with 'Silver' ones.
Bolt Kits are $35 Inclusive of GST and freight, however if you live at a rural delivery address the full charge will be $40.
|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 inherent variances in timber (different grain and intensity), slight variations 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 possible way.
You may find that having furniture subject to direct sunlight or furniture which has slightly aged over time may look slightly different in colour.
You will minimise colour differences if the products are purchased together from the same batch.
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 Trading Standards, Ministry Of Business, Innovation and Employment and also the Commerce
Commission, who enforce the mandatory standard.
Related Links: http://www.comcom.govt.nz/household-cots/
History of the Cot Safety Standard:
• First published in Australia as AS 2172-1978
• Second edition 1981
• Third edition 1983
• Fourth edition 1991
• First published in New Zealand as NZS 5810:1979
• Second edition 1992
• AS 2172-1991 and NZS 5810:1992 jointly revised, amalgamated and redesignated as AS/NZS 2172:1995
• Sixth edition 2003
• Seventh edition 2010
• Eighth edition 2013 (Published: 18/04/2013)
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 is easily removed and washed. These are available at any of our Nursery Stockists.
|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/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 or replace it free of charge or credit.
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 and tear.
It also does not cover fading or discoloration caused by exposure to sunlight or chemicals such as ammonia, laundry detergent, or other non-recommended household products. Improper use, by way of: abnormal use, not following instructions, 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 for a replacement. Freight charges will apply.
Customers costs within warranty:
The customer is responsible for any inwards freight charge to return product 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 the right to charge for a replacement product. Freight charge may apply.
If you file a warranty claim outside of the country of purchase, Touchwood will not accept any responsibility on freight and/or service fees.
Q: What is the lead time on your products?
Cots & Furniture
Delivery times for our Touchwood furniture ranges vary. Some ranges are held in stock in our warehouse; some are arriving on a regular basis whilst others are manufactured in larger batches and incur much longer lead times. If there is likely to be a delay in these times then we will contact you or the retailer directly prior to processing the order.
Please be aware that delivery times are subject to container hold-ups, port strike-action, shipping delays, weather and other unforeseen circumstances beyond our control.
|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.
|Q: Did you ever 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.
| Q: I just recently purchased a new Touchwood mattress for my cot, however there is a strong odor coming from it. Is this safe? And how do I remove this smell?
A: It is completely normal for some new mattresses to have a strong odor. Some people describe it as a chemical odor while others think that it smells more like epoxy or some other type of adhesive. In any case it is not usually a cause for concern. The products used during the manufacturing process are often the cause, but the unpleasant scent will not last. Read on to find out what to do when a new mattress smells before contacting Touchwood.
Remove the plastic covering - when a new mattress smells bad because of the materials used to make it, do not be alarmed. In any case, please ensure you remove the brown bag and plastic covering that was designed to keep it clean and dry during the storing and shipping process. If possible, open the windows after removing the plastic covering from a new mattress. If it smells bad, this will help the odor dissipate more quickly. Keeping the air circulating will help get rid of bad smells that are otherwise hard to dispel.
Let the new mattress air out for at least 24 hours before using. When a new mattress smells bad, do not immediately cover it with anything. Hold off on putting sheets and other bedding in place. This will only hold in the bad smells instead of allowing them to disappear faster.