FAQs

Last Updated: August 1, 2026

Answers below reflect the policies in force at Marktox. Where a fuller explanation exists, the linked policy page controls.

Orders and Cancellations

How do I place an order?

Add items to your cart, go to checkout, enter your shipping address and payment details, and submit. You receive an order confirmation email within a few minutes. If it does not arrive, check your spam folder, then email contact@marktox.com.

I did not get a confirmation email. Did my order go through?

Check spam and promotions folders first. If there is still nothing after 30 minutes, email contact@marktox.com with the name and email used at checkout. Do not place a second order until we confirm — that usually results in two charges.

Can I change the items in my order after placing it?

No. Once an order is submitted, its contents are locked. Cancel it within 24 hours of placing your order and place a new order instead.

Can I change the shipping address?

Only while the order is still in handling. Email contact@marktox.com with your order number immediately. Once the carrier has scanned the parcel, the address cannot be changed.

How do I cancel an order?

Email contact@marktox.com with your order number and CANCEL in the subject line, within 24 hours of placing your order. The cancellation is effective only once we confirm it in writing. Full details are in our Refund and Returns Policy.

Can I cancel after it has shipped?

No. Refuse the delivery, or accept it and return it under our returns process.

Why was my order cancelled by you?

Usually one of three reasons: the item went out of stock, a pricing or description error was found, or the payment failed verification. In every case you receive a full refund and an email explaining what happened.

Do you take phone orders?

No. All orders are placed through www.marktox.com so that pricing, tax, and shipping are calculated correctly and you receive a written record.

Why does nobody answer when I call?

Our support team works from Asia, so our working day does not overlap with United States business hours. Rather than advertise a phone desk nobody is sitting at, we run our line as a voicemail and callback service. Leave your name, order number, and the best time to reach you, and we will call back within one business day. Email is faster — we answer contact@marktox.com within 24 business hours.

Shipping and Delivery

How long will my order take?

Handling time is 2 - 3 business days, transit time is 7 - 15 business days, for a total of 9 - 18 business days. All figures are business days — Monday to Friday, excluding U.S. federal holidays.

What is the order cut-off time?

4:00 PM Pacific Time, Monday to Friday. Orders placed before it begin handling the same business day. Orders placed after it, or at any time on a weekend or holiday, begin handling on the next business day.

Do you ship on weekends?

No. We process and dispatch Monday to Friday only, excluding U.S. federal holidays.

Where do you ship?

To the 48 contiguous United States. We do not ship to PO Boxes, APO/FPO addresses, Alaska, Hawaii, Puerto Rico, and all destinations outside the United States.

What does shipping cost?

Standard shipping is $7.90. Orders with a merchandise subtotal of $99 or more, after discounts and before tax, ship free. Expedited service is not offered.

Which carriers do you use?

USPS, UPS, and FedEx. The carrier is chosen by destination and parcel size.

How do I track my order?

A shipping confirmation email with a tracking number is sent when the parcel is handed to the carrier. Tracking data can take 24–48 hours to become active.

My tracking has not updated in days. What now?

If there has been no movement for 7 consecutive business days, email contact@marktox.com with your order number and we will open a carrier trace.

Tracking says delivered but nothing arrived.

Check all entrances, mailrooms, parcel lockers, and with neighbors, then wait 24 hours — carriers sometimes scan early. If it is still missing, contact the carrier, then email contact@marktox.com within 7 calendar days of the delivery scan. The full procedure is in our Shipping Policy.

My order arrived in two boxes. Is something missing?

Multi-item orders are sometimes split across parcels at no extra charge. Each parcel has its own tracking number.

What if you cannot ship within the stated time?

We email you a revised date. You may accept it or cancel for a full refund. If we cannot ship within 30 days and you have not agreed to a delay, we cancel and refund automatically.

Returns and Exchanges

What is your return window?

30 days from the delivery date, measured from the delivery date in carrier tracking.

What condition does the item need to be in?

Unworn, unwashed, with original tags and packaging intact — complete with all accessories and free gifts, and free of odors, pet hair, and signs of use.

What cannot be returned?

Gift cards, final sale items, and custom-made products, plus anything marked "Final Sale" on its product page at the time of purchase.

How do I start a return?

Email contact@marktox.com with your order number, the item, and the reason. We reply within 24 business hours with an RMA number and instructions. Do not ship anything back before you have an RMA.

Where do I send returns?

To our U.S. returns facility at 700 E Plano Pkwy, Plano, TX 75074 — not to our Hong Kong business address. Write the RMA number on the outside of the carton. Full details in our Refund and Returns Policy.

Who pays return shipping?

For items that are defective, damaged, or sent in error, we pay the full cost of return shipping and provide a prepaid return label. For customer-driven reasons such as a change of mind or the wrong size selected at checkout, you pay the return shipping cost, and the original shipping charge paid at checkout is not refunded.

Is there a restocking fee?

$0 — we do not charge a restocking fee.

My item arrived damaged or is the wrong product.

Photograph the item, the box, and the label, then email contact@marktox.com within 48 hours of delivery. We send a prepaid return label and either replace the item at no cost or refund you in full, including the shipping you paid. You pay nothing.

How long do refunds take?

5 - 7 business days after we receive and inspect the return. Your bank then takes a further 3–10 business days to post it to your statement.

Can I get store credit instead?

Yes. Store credit is issued as a gift card code, does not expire, and is not redeemable for cash.

Can I exchange rather than refund?

Yes, within the same window and subject to stock. The replacement ships within 2 - 3 business days of your return being received and inspected.

Will I get my original shipping charge back?

Only if the return is due to our error, or the order was cancelled before dispatch.

Payment and Sales Tax

What payment methods do you accept?

Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay, and Google Pay. Payments are processed by Shopify Payments.

Do you accept PayPal?

No. We do not accept PayPal, checks, money orders, wire transfers, cash on delivery, or cryptocurrency. Only the methods listed above.

What name appears on my card statement?

MARKTOX. Our registered company name is RIZMOS LIMITED — both names refer to the same business, and the company details are published on this site and on every policy page. If you see a charge you do not recognise, email contact@marktox.com before contacting your bank; we can usually identify the order within a few hours.

What currency do you charge in?

USD ($). Every price shown on the site and every charge is in this currency. If your card is denominated in another currency, your bank applies its own exchange rate and may add a foreign transaction fee. That fee is your bank's, not ours.

Are there subscriptions or recurring charges?

No. One-time payments only. No hidden fees and no recurring subscriptions.

How is sales tax calculated?

Sales tax is calculated at checkout based on your shipping address. The exact amount is shown at checkout before you pay. Rates are set by state and local authorities.

Why does my order total differ from the cart subtotal?

The total adds sales tax and, where the $99 free shipping threshold is not met, shipping. Both are itemized on the checkout page before payment.

Do you store my card details?

No. Card data is captured and processed by Shopify Payments over an encrypted connection. We never receive or store full card numbers, and we do not have access to your CVV.

My payment was declined but I see a charge.

That is an authorization hold, not a charge. It is released by your bank automatically, usually within 3–7 business days. Do not resubmit the order more than once.

Will I have to pay customs duties or import taxes when my parcel arrives?

No. Your order ships from China, but we ship on a Delivered Duty Paid (DDP) basis. All United States import duties, taxes, and carrier brokerage fees are calculated and paid by us before your parcel leaves, and are already included in the price you pay at checkout. The total you see at checkout is the total you pay — nothing is due on delivery.

What if a courier asks me to pay a fee before handing over my parcel?

Do not pay it. Take a photo of the notice and email it to contact@marktox.com with your order number. We will settle it directly with the carrier.

Why does my order ship from China?

Because that is where our manufacturing partners are. Marktox is a curated retailer — we select styles, set the specification we want them made to, and sell them under our own name. We do not own a factory. Our fulfilment partner in China dispatches directly to you, which is also why delivery takes 10–18 business days rather than two. We say this plainly rather than implying a domestic warehouse, because you deserve to know before you buy. Returns, however, are handled entirely within the United States — see below.

Do I have to ship a return back to China?

No. Our returns facility is in Plano, Texas. You never ship anything internationally.

Product Care

How do I care for my purchase?

Care instructions specific to each item appear on its product page and on the packaging. Follow those instructions — damage caused by not following them is not covered by our returns policy.

The color looks different from the photo.

Screens render color differently, and lighting affects perception. Our photographs are of the actual product and are not altered to change color. See our Disclaimer. A shade difference is not a defect, but it is a valid reason for a standard return within the window.

The measurements are slightly different from the listing.

Manufacturing tolerances produce small variations between units. Where a measurement is taken by hand or is a batch average, the product page says so.

Do your products come with a warranty?

Items that carry a manufacturer's warranty state so on the product page, along with its length and terms. Separately, every order is covered by the damaged, defective, and wrong-item protection described in our Refund and Returns Policy.

How do I store the dress?

Hang tulle and lace styles rather than folding them, keep them out of direct sunlight, and store dry. Specific guidance is on each product page.