Where is my order?
If you haven't received your order first and foremost, we recommend checking your delivery details. Once your order has been dispatched by our sellers, you will be able to track your parcel by logging in to your Martmox account, clicking on My Orders and selecting the order you wish to track. If your order consists of several items, they may not all be dispatched together. Items within the same order can be processed at different times, or shipped from different locations. We will notify you of any pending items and let you know once they have been shipped. Please bear in mind that delivery time frames are estimates only. If you haven’t received your order within the estimated time frame, please contact us. One of our team members will be happy to lodge an investigation with our shipping partners on your behalf to track down your parcel.
Please note: The investigation process can take up to 14 days. More complex cases may take a little longer. Once our team receives an outcome from the shipping company, we'll contact you.
Has my order been dispatched?
When your order has been dispatched, you will receive an email notification advising you that your order is on it's way. The shipping details such as the carrier, carrier’s website and the tracking number will be provided. You can use this information to track your order/s by clicking on the tracking link or in the My Orders section of your account.
Viewing the status of your order is easy:
- Go to Martmox.com.au
- Sign in using your email address and password, then click on 'My Account' and go to the 'My Orders' tab to view your entire order history.
- Click on Show Order Details.
Please allow 48 hours from when you receive your the notification before attempting to track your order, this information will need to be updated in the Australia Post system.
What happens if I am not home to receive delivery of my order?
There’s no need to worry if you‘re not at home to receive a delivery. The majority of our items are sent via a registered service provided by Australia Post called eParcel. If you’re not at home, a card will be left by Australia Post with instructions on how to collect your items. This card/notification generally means that your parcel is waiting for you at a local post office.
You will need to present this card to the post office when you pick up your parcel, together with photo identification. However, if you have a MyPost account with Australia Post, you can organise to have your order delivered to you at a time that suits you.
Please note that fees may apply to certain MyPost Deliveries services. These fees will be clearly displayed on the website and you'll be given the opportunity to review and accept the fees before being charged. The fees are subject to change from time to time.
You can find out more about these features and fees on the Australia Post webpage.
Missing Item/product
If you haven't received an item/s in your order we're here to help. Different items in the same order may be shipped separately. This means that you will receive multiple parcels for items purchased in the same order at a later date.
You can easily find out if this applies to your order by checking your dispatch email or visiting your My Account > My Orders. If you you require assistance, please let us know and our friendly staff will be happy to investigate with the courier company to track down your parcel.
Please note: The investigation process can take up to 14 days to resolve. Once our team receives an outcome from the courier company, we'll contact you immediately with a resolution.
I have received the wrong order/item
If you have received an item that you did not order, please let us know by submitting a request HERE. To help our Customer Service Team solve the issue, we may kindly ask that you please provide us a clear photo of the incorrect products you have received. This information will allow us to work out what has happened wrong and to fix the problem for you faster.
How long does it take to resolve a dispute?
Most disputes are investigated within 5 to 7 business days. For complex cases, we may take up to 30 days to decide the outcome of the dispute. Should you require any assistance you can contact our friendly Customer Service HERE.