"It's very frustrating being kept out of the loop," he said.
After being away for 10 years, the 41-year-old and his wife Wendy had returned to the Western Bay on September 14 after Mrs Fellows was made redundant from her job as a lingerie designer and offered a role with Mt Maunganui company HOTmilk.
They had each brought a large suitcase containing enough clothes to last a few weeks and their children, Grace, 6, and Cooper, 5, selected some treasured toys.
"Luckily I grabbed a couple of mementos and the kids grabbed a couple of toys each," Mr Fellows said.
Also packed in the container was the family's back-up hard drive containing photos and home videos and the negatives from their wedding - "all the irreplaceable things in life".
They had paid $2100 for insurance on the container, which covered only market value replacement of items less than seven years old.
"We were expecting breakages at first, but not a total loss," Mr Fellows said.