ORDERS & CONTACT
How Can I contact you ?
Reach us at info@toxlatex.com or through the contact form on our website. We respond within 48 hours.
Where are you based?
Tox is a made-to-order atelier based in Ontario, Canada. Our store operates exclusively online.
If a return or exchange is approved, items are sent to our studio at 403 Bank Street, Ottawa, ON, K2P 1Y6.
Can I cancel my order?
Cancellations must be requested within 24 hours of placing your order. Transaction fees will be deducted from the total refund. After 24 hours, cancellations are subject to approval depending on the production status of your piece.
Since every item is made to order, production may already be underway.
Can I request a custom colour or design?
We work with 26 colours and can accommodate colour requests within our palette. For custom design enquiries, contact us directly at info@toxlatex.com before placing your order. Custom orders require longer production lead times and we will confirm your timeline in advance.
PRODUCTION & SHIPPING
What is the production lead time?
Production times vary by order type:
. Made-to-order pieces: Please refer to the shipping policy.
. Ready-to-Ship pieces: usually shipped within the same week.
. Express Dispatch orders: shipped the next business day after your order is placed. Standard production and delivery timeframes still apply.
. Custom orders: longer lead times apply. We will confirm your timeline before production begins.
Lead times may vary by season. For the most current information, refer to our Shipping Policy.
Do you offer rush production?
If you need both expedited shipping and rush production, a 20% rush production fee applies to your total order amount. Please email us at info@toxlatex.com before placing your order to discuss your timeline.
Express Dispatch reduces your production wait time but does not speed up delivery transit. For faster transit, additional shipping arrangements can be made.
Contact us for details.
Do you ship worldwide?
Yes. We ship internationally. Our primary markets are the United States and Europe, and we ship to most countries worldwide.
Estimated transit times after dispatch:
. Canada: 2 to 6 business days.
. USA: up to 10 business days.
. International: up to 21 business days.
. DHL for Canada and International: 1 to 3 business days.
Delivery dates are estimates and may vary due to carrier delays or customs.
Do you offer free shipping?
Yes. Free shipping is available on qualifying orders. Canadian orders qualify with a purchase over $650 CAD. International free shipping thresholds vary by currency and region. Check your cart at checkout for the applicable threshold in your region.
Can my order be delivered to a PO Box?
If you need delivery to a PO Box, note this at checkout, and we will do our best to accommodate if it's a small package.
What happens if my package is lost?
If your package is lost or tracking has not updated for a week, contact us at info@toxlatex.com. Claims must be filed within 30 calendar days of the shipping date.
Who is responsible for customs duties and taxes?
All customs duties, taxes, and clearance fees are the sole responsibility of the customer. We are not responsible for items seized by customs that are not returned to us.
RETURNS & ALTERATIONS
What is your return policy?
Only Ready-to-Ship items in their exact original condition are eligible for return. Made-to-order pieces, undergarments, and sample items are final sale and cannot be returned.
To initiate a return, email us at info@toxlatex.com for approval before taking any action. Items must be shipped back within 30 calendar days of receiving your package. A tracking number is required for all returns. Return shipping costs are the customer's responsibility. Original shipping fees and processing fees are non-refundable.
What if my item arrives damaged or incorrect?
Any production-related errors or damaged items must be reported within 5 business days of receipt. Email us at info@toxlatex.com with photos and your order details. Once the item is returned to our studio, we will issue a replacement or store credit. Claims filed after the 5-day window are not eligible.
Can I have my item altered after receiving it?
Yes. We are happy to assist with alterations on standard-size items. All shipping costs for alterations are the customer's responsibility and cannot be refunded.
SIZING & FIT
How do I know which size to order?
Each product page includes a size guide. If you are between sizes or have specific measurements, leave them in the order notes at checkout.
We will double-check the fit before cutting your piece.
Do you offer custom sizing?
We work to standard sizing but always encourage customers to leave their measurements in the order notes. Contact us before ordering if you have specific fit requirements and we will advise.
WEARING YOUR TOX
How do I put on a latex garment?
Most Tox garments, dresses, tops, bodysuits is designed to step or slide into from the bottom up. No overhead entry, no hair caught in latex. Simply step in and wear. For pieces with zippers or snaps, fasten after stepping in.
Why don't all garments have zippers?
Zippers are incorporated only when essential to the design or structure of the piece, or where they add an aesthetic detail. For garments with a wide opening, a zipper is unnecessary and can create stress points on the latex. The step-in design is intentiona.
It protects the material and makes wearing easier.
CARE & STORAGE
How do I store latex pieces that have metal studs or snaps?
Clean and dry the piece thoroughly before storing. Place acid-free tissue paper between any metal hardware and the latex to prevent tarnishing and chemical reaction. Store in a cool, dark place away from sunlight and heat. Ideally in a latex storage bag. Avoid folding around studded or snapped areas where possible.
How do I clean and shine my latex?
Hand wash in warm water with a small amount of mild soap. Rinse thoroughly and pat dry with a soft cloth. Once dry, apply Vivishine or a silicone-based shine spray for that signature high-gloss finish. We stock Vivishine in our Latex Care Essentials collection.
We recommend that you refer to our Latex Care Page for more details.
What should I avoid when wearing or storing latex?
Keep latex away from direct sunlight, sharp objects, oils — including body oils and oil-based products — and copper or brass surfaces which can permanently stain the material. Always use silicone-based products for lubrication or shine. Never oil-based.