Refund and Returns Policy

At Marktox, we pride ourselves on printing fresh, high-quality gear just for you. However, we know that sometimes a fit isn’t quite right or things don’t go according to plan. We have designed our return process to be fair and straightforward.

Here is everything you need to know about returns, refunds, and exchanges.

1. Order Changes & Cancellations (The 12-Hour Rule)

Because we use a print-on-demand model, our production workflow moves fast. Once an order is sent to the printer, we cannot stop it.

• The Window: You have exactly 12 hours from the moment you place your order to cancel or update it (change size, color, or address).
• How to Cancel: Email us immediately at contact@marktox.com with your order number.
• Too Late? If more than 12 hours have passed, your order is already in production. At that point, we cannot cancel it, and you will need to wait for it to arrive and then follow the standard return process.

2. Return Timeline

We offer a 30-day return window. This means you have 30 days from the date the carrier marks your package as “Delivered” to request a return. If 30 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.

3. Eligibility & Condition of Returned Items

To be eligible for a return, your hoodie or tee must be in brand-new condition.

• It must be unworn and unwashed.
• It must be free of stains, odors (like smoke or perfume), and pet hair.
• It must be in the original packaging.

4. Non-Returnable Items

Certain types of items cannot be returned. These include Gift Cards and any items clearly marked as “Final Sale” at checkout.

5. Damaged or Defective Products (Our Mistake)

Since we print every item to order, sometimes a printing error or fabric defect can slip through. If you receive a flawed item (e.g., crooked print, wrong size sent, or ripped seam):

• You do not need to return the damaged item.
• Simply email a clear photo of the defect to contact@marktox.com within 48 hours of delivery.
• We will send you a brand-new replacement immediately at no cost, or issue a full refund if you prefer.

6. Reason for Return & Shipping Costs

We believe in being fair about costs.

• If we messed up: If the item is defective or we sent the wrong product, we cover the shipping. We will handle the replacement or refund entirely.
• If you changed your mind: If you ordered the wrong size, color, or simply don’t like the fit, you are welcome to return it. However, you will be responsible for paying the return shipping costs. Shipping costs are non-refundable.

7. Restocking Fees

We want to keep things simple. We do not charge any restocking fees for returns. The amount you see is the amount you get back (minus original shipping if applicable).

8. How to Return an Item

Please do not send your purchase back to the manufacturer or the address on the shipping label. That is a printing facility and they cannot process your refund.

• Step 1: Email us at contact@marktox.com to initiate the return.
• Step 2: We will provide you with our specific return address in San Francisco.
• Step 3: Pack the item securely and ship it back to us using a trackable shipping method (By Mail). We suggest keeping the tracking receipt until we confirm receipt.

9. Exchange Policy

We do not offer direct exchanges (swapping one shirt for another in the same transaction) because each item is made to order.

• The Fastest Way: If you need a different size, please return the original item for a refund and place a separate new order for the correct size. This gets your new gear into production much faster.

10. Refused & Undeliverable Packages

If you refuse a shipment upon delivery or if a package is returned to us because the address you provided was incorrect:

• We will issue a refund for the cost of the items only.
• We will deduct the original shipping cost and any return shipping fees charged to us by the carrier from your refund.

11. Lost, Stolen, or “Delivered” but Not Received

If your tracking says “Delivered” but the package is missing:

• Check with your neighbors or front desk first.
• If it is still missing after 24 hours, contact us. We will help you investigate with FedEx.
• Note: We are not responsible for packages stolen from your porch after confirmed delivery, but we will do our best to help you file a claim.

12. Refunds & Timing

Once your return arrives at our San Francisco office, we will inspect it to ensure it meets our condition standards.

• We will send you an email to notify you of the approval or rejection of your refund.
• If approved, your refund will be processed immediately. A credit will automatically be applied to your credit card or original method of payment within 3 to 5 business days, depending on your bank’s processing speed.