Shipping & Returns
Last updated: July 2026
Shipping
MoxMarket is a peer-to-peer marketplace. Sellers are based in New Zealand and Australia, and each seller sets their own shipping rates. The cost is shown on every listing before you buy.
Rates
Shipping costs vary by seller and are listed on each item. Some sellers offer free shipping, which will be shown on the listing. MoxMarket does not add any surcharge on top of the seller's rate.
Domestic and international
Sellers ship within their own country by default. Some sellers also offer cross-Tasman shipping between New Zealand and Australia. Where international shipping is available, the rate is shown on the listing. Check the listing or ask the seller before purchasing if you are unsure.
Dispatch
Sellers are expected to dispatch within 3 business days of payment clearing. If an item has not been dispatched within 5 business days and the seller has not communicated a delay, you can raise a dispute via the order page.
Tracking
Sellers are encouraged to use tracked postage and add a tracking number to the order. For any "item not received" dispute to be considered in the seller's favour, tracked postage with proof of delivery is required.
Returns
Returns are handled directly between buyer and seller. MoxMarket mediates where the parties cannot reach agreement.
Item not as described
If an item arrives in significantly different condition than listed, or is the wrong item, contact the seller within 7 days of deliveryvia the order page. Common resolutions are a partial refund, a full refund with return, or a replacement. Return postage is the seller's responsibility when the fault is theirs.
Change of mind
Sellers are not required to accept change-of-mind returns. If a seller agrees to one, return postage is the buyer's responsibility.
Item not received
If your item has not arrived within a reasonable timeframe (10 business days for domestic orders, 20 business days for international), contact the seller first. If the seller cannot provide tracking confirmation or resolve the issue within 72 hours, raise a dispute via the order page.
How to raise a dispute
Go to Orders, then your order, then Report a problem. Include a description of the issue and any supporting photos. Disputes must be raised within 30 days of the order completion date. MoxMarket will review and respond within 3 business days.
Your consumer rights
Nothing in this policy limits rights you have under the Consumer Guarantees Act 1993 (New Zealand) or the Australian Consumer Law (Australia). Goods must be of acceptable quality, match their description, and be fit for purpose. Sellers cannot opt out of these guarantees when selling to consumers.
If a seller refuses to resolve a legitimate issue, MoxMarket may take action against their account. You may also seek recourse through your card issuer (for card payments) or through the Disputes Tribunal (NZ) or ACCC (AU) for unresolved claims.
Contact
For questions about this policy, email support@moxmarket.app. For order issues, use the order page dispute flow first — it creates a record that helps resolve things faster.