FAQ

What are your shipping rates?

Standard - $4.99 CDN (5-7 business days)
Express - $24.99 CDN (2-3 business days)

You are also eligible for free shipping if you choose to become a member. See rewards page to learn more.

What are your payment methods?

Visa, Visa Debit, Mastercard, American Express (Canada Only), Shop Pay, PayPal, Afterpay, Google Pay, and Apple Pay.

What is Afterpay and how does it work?

Afterpay is a service that allows you to make purchases now and pay for them in four payment installments, made every two weeks with zero interest.

You can use Afterpay by adding items to your shopping bag and checkout as normal. At the checkout, choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, while returning customers log in to make their purchase.

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method.

If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account. You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

Please note that you cannot purchase Gift Cards using Afterpay, and you must meet additional eligibility requirements to qualify.

If you would like to know more about Afterpay, visit www.afterpay.com for a comprehensive list of FAQs, terms, instalment agreement well as Afterpay’s Privacy Policy.

If you have any questions about your Afterpay account, please contact Afterpay directly.

Why can’t I pay using Afterpay?

Thanks for reaching out to find out why your recent order request was not approved by Afterpay. SAXX Support Team is not able to advise why your payment failed. Please contact Afterpay Customer Support directly at 833-386-0210.

Standard hours: Monday through Friday 9AM to 5PM (CST). If you prefer a digital method, their webform is https://help.afterpay.com.

Do you ship internationally?

SAXX ships to Canada, United States and internationally from Canada (with some restrictions). Please visit our International SAXX Site to pay in your local currency. Click here for a guide to international services.

What is the processing time of each order?

All orders placed Monday through Friday will begin processing the following business day. Please note that orders placed on Friday will begin processing on the following Monday. SAXX will ship within 2-4 business days after processing has begun. Please expect 2-7 business days for shipping to arrive within Canada and 3-6 business days for shipping to the US. Delivery times do not include Saturday, Sunday or Holidays.

Our warehouse starts processing your order as soon as received Monday to Friday (we do not currently ship on weekends). Although we aim to ship in 1 business day, please allow 1-2 business days for processing, especially during high volume periods.

For shipping, please allow the following business days for transit:

Standard - 5-7 business days
Express - 2-3 business days

Delivery times do not include Saturday, Sunday or Holidays.

What is your return and comfort guarantee policy?

We want you to experience the comfort and performance SAXX has to offer. You can read all the reviews, but we know sometimes you need to try it before you buy it. 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. If you are not satisfied with your product for any reason, SAXX will provide a full refund within forty-five (45) 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 45 calendar days from purchase, this policy no longer applies.

Full details on how to take advantage of the Comfort Guarantee may be found HERE

 

What is the SAXX Warranty policy?

SAXX offers a one-year manufacturer’s limited warranty on products purchased on the Site and through authorized third-party sellers.

Warranty requests must be communicated to SAXX within one-year of the original purchase. If the issue is communicated outside of the one-year window then this policy no longer applies.

For all warranties requests, we require that you contact us before sending anything back. All claims must be accompanied by proof of purchase (invoice or receipt).

To initiate a warranty request, please contact our Customer Service team via email at info@saxxunderwear.com with the following information:

  • Your order number or proof of purchase from an authorized third-party seller indicating a transaction date within the past 12 months.
  • Your shipping address, including country.
  • The style name and color of the item(s) that you wish to warranty.
  • A photo showing the defective issue.
  • A photo of the product ID label (if available) on the inside of the product, next to the care/content label, to help us verify style information.
  • A photo of the product label on the back of the product to help us verify the style.
  • A brief description of the issue also helps us process your request faster.

If a product is determined by SAXX to be defective, SAXX will work to find a reasonable resolution for you. The reasonable determination of whether the product is defective shall be made by SAXX in its sole discretion with consideration given to the overall wear of the product.

Items can only be exchanged, not refunded, and you are responsible for shipping costs and import duties/taxes.

Please note: This policy does not apply to products that have been damaged by misuse, accident, modification, repair, or purchased from an unauthorized seller. This policy can only be used once per product, and is not applicable to replacement products offered through previous warranty claims.

I just placed an order online but have not received an email confirmation yet, has my order been received?

You should receive an email confirming your order within 10-15 minutes of placing an order online. In the unlikely case you have not received a confirmation please email info@saxxunderwear.com.

Can I change or cancel my order once placed?

As we aim to ship your order as quickly as possible, we regret that it is usually not possible for us to handle change or cancel requests once an order has been submitted. Please ensure that you have verified your order details prior to submission, especially the billing and shipping address. SAXX can be contacted during business hours but if we are unable to facilitate an order change or cancellation request, you may process a return under our Comfort Guarantee policy.

I mistakenly ordered the wrong item, what should I do?

Please contact us at 1-844-877-7299 (English and French language) or email info@saxxunderwear.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.

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. Please note, the package may not be trackable until the shipment has been picked up and scanned by the carrier.

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.

What do I do if my SAXX is defective or damaged in any way?

Please email info@saxxunderwear.com so we can help you out, and remember to include a photo and description of the full item(s) laid out with something marking the area of damage.

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 info@saxxunderwear.com with your order number and confirmed shipping address.

What are the inseam lengths of each style?

Please see our Size Chart tab for more sizing information.

Where can I find SAXX Underwear in my city/country?

Please see our Store Locator to find your closest retailer.

Your website doesn’t have the size/style I need, what should I do?

The online inventory directly reflects the actual product currently on hand in our warehouse. Please check our website for an update again soon or visit one of our retail shops in your area - visit our Store Locator.

How do I wash my SAXX Underwear?

Most garments can be machine washed with cold water and tumble dried with low heat on a gentle cycle. Note: only iron (low heat), bleach (using non-chlorine bleach), or dry clean when needed. These are general washing instructions and individual product pages/labels/packaging should be referenced for each style as washing instructions may vary slightly.

Sale Terms and Conditions

Discounted prices are as marked on eligible items. Quantities are limited; discounted price is available only until the end of the sale period. Offer cannot be applied to previous purchases.

Can I combine my coupon code with the current promotion?

No, coupon codes are not valid for use during a sale.

What sales and duty taxes am I subject to when purchasing in Canada?

British Columbia – 7% PST / 5% GST
Manitoba - 7% PST / 5% GST
Saskatchewan – 6% PST / 5% GST
Ontario– 13% HST
Nova Scotia, New Brunswick, Newfoundland, Prince Edward Island - 15% HST
All remaining Canadian provinces - 5% GST

What is the SAXX Sales tax or goods and services tax number in Canada?

GST# (77852 4892 RT0001)
Quebec enterprise number (NEQ)# 12247 71009 TQ0001
Saskatchewan provincial sales tax account#2689644
Manitoba RST account# 77852 4892 MT0001
BC provincial sales tax# PST-1057-4465