What are your shipping rates?
Standard - Canada- $4.99CDN & USA - $4.99USD (5-7 business days)
Express - Canada - $24.99CDN & USA $24.99USD (2-3 business days)
Next Day - USA only - $35.00USD (1-2 business days)
*** Free regular shipping for orders of $50 before tax ***
Standard Shipping: $10.00 Canadian, excluding taxes and duties.
Standard shipping is not available to all countries. Click here for a guide to international services. The delivery time of your package may be affected by customs clearance.
Express Shipping: $30.00 Canadian, excluding taxes and duties
Express Shipping lead times will vary from country to country. Click here for a guide to international services. The delivery time of your package may be affected by customs clearance.
Orders shipping outside of North America may be subject to transaction fees, import duties and/or taxes based on the country of destination. Payment of customs and transaction fees is the responsibility of the customer in addition to shipping costs.
What is your shipping method?
SAXX Underwear Co. primarily ships Canada Post and Fed Ex in Canada, Canada Post for International orders, and USPS and UPS for US orders. If there is an apartment number or unit number associated with your address, please make sure to include it. Please note that we DO ship to P.O. boxes via Canada Post and USPS but NOT to freight forwarders.
Do you ship internationally?
SAXX ships to Canada, United States and internationally from Canada (with some restrictions). Click here for a guide to international services.
How do I know when my order has shipped?
An email will be sent to you once your order has shipped, and will include your tracking number.
What is your return and comfort guarantee policy?
The Comfort Guarantee policy applies to any order placed on the Site (with the exception of FINAL SALE product which cannot be returned or exchanged). Proof of purchase is required. Through this policy, SAXX will agree to credit product if you are not satisfied with your product within thirty (30) calendar days of purchase. All shipping costs, duties/import taxes and any other associated fees such as exchange and transaction fees, on the original purchase, including fees incurred for returns, are non-refundable. After 30 calendar days from purchase, this policy no longer applies. Unless prohibited by applicable law, the Comfort Guarantee does not apply to purchases made from unauthorized sellers, including unauthorized websites.
If the contents of an order that you received does not match the items that you ordered, or if your order is incomplete, please contact our customer service team within 48 hours of receipt on1-844-877-7299 (English & French language services available) or email firstname.lastname@example.org.
If you wish to activate the Comfort Guarantee, we require that you contact us before sending anything back. Please e-mail email@example.com with:
- your order number
- proof of purchase
- the style name and color of the item(s) that you wish to return
- a brief description of the issue will help us process your request faster (i.e. wrong fit, wrong size)
For USA and Canada orders: You may be required to return your order to a SAXX handling center in order to receive credit. If you are asked to return products to a SAXX handling center, a SAXX agent will email you an electronic return shipping label in PDF format from an authorized carrier. You are responsible for printing the electronic return shipping label provided to you via email and affixing it to the parcel prior to shipping. Only electronic return shipping labels will be provided to you. Please note that the return labels provided are valid for 7 days and must be used within that timeframe. The package must be delivered by you to the carrier advised to you by SAXX customer service agent. SAXX will only assume the delivery charges and the risks of loss and damage when the return shipping label provided by SAXX is applied. If you return product to SAXX via any method other than using the SAXX-issued return shipping label, you shall assume the delivery charges and the legal risks for products returned.
For International orders: You are responsible for return shipping fees. All returns should be sent via a traceable postal carrier. SAXX will not accept responsibility for packages that are not received if sent via a non-traceable carrier.
A SAXX agent will provide you with the return address, which is in Canada, and a return authorization number. It is important that the return authorization number is clearly marked on the outside of the package to avoid processing delays.
Once we have received and validated returned items, we will confirm it to you by email. For all returns, the following requirements must be met:
- Original tags and packaging to be attached.
- Where possible, please use the original delivery packaging or ensure the items are packed securely.
- The return reference number must be clearly visible on the outside of the packaging.
If your return is accepted and your purchase was made on the website, any amount debited from your method of payment with regard to the product will be credited. All shipping costs, duties/import taxes and any other associate fees such as exchange and transaction fees, on the original purchase, including fees incurred for returns, are not refundable. For our International customers, we collect and refund payment on orders shipping outside of North America in Canadian dollars. When we issue a refund to a card using another currency, your bank will convert it from Canadian dollars at the time of refund. SAXX is not involved in this exchange process.
Please allow at least 7 business days from when the goods are received at the SAXX handling center for refunds to be processed. If you have made a purchase through a combination of a gift card and using a method of payment, refunds will first be applied to the gift card before being applied to the method of payment.
Any discrepancies on the receipt will result in additional contact from a SAXX agent and create delays in processing the refund. SAXX reserves the right to reject a return and decline to refund, subject to applicable law, under the following circumstances:
- That the items received were not in their original condition/packaging.
- That the items received were received without proper or secure transportation packaging.
- That you returned products that you were not entitled to return.
- That items were missing from the return.
- That you did not follow the return instructions.
- That you otherwise failed to exercise reasonable care when returning items.
My tracking information shows as “delivered” but I don’t have the package and no notice has been left at my residence, what should I do?
Please contact your local carrier’s office to see if a parcel has been left for you; In certain cases, a parcel will be left with a local carrier’s office if the recipient is not available upon delivery. If you have not been able to locate the parcel after doing this, please email firstname.lastname@example.org with your order number and confirmed shipping address.
I mistakenly ordered the wrong item, what should I do?
Please contact us at 1-844-877-7299 (English and French language) or email email@example.com as soon as possible. If we are unable to facilitate an order change request, you may process a return under our Comfort Guarantee policy.
What if my order is lost or damaged in the mail?
SAXX is not liable for any damages incurred during transit; it lies within the responsibility of the local carrier. All purchases are made at the buyers’ own risk. SAXX does not assume any responsibility for lost or damaged packages.