Frequently Asked Questions
What are your shipping rates?
Regular - Canada - $4.99 & USA - $4.99 (5-7 business days)
Express - Canada - $24.99 & USA $24.99 (2-3 business days)
Next Day - USA only - $35.00 (1-2 business days)
*** Free regular shipping for orders of $50 before tax ***
What is your shipping method?
SAXX Underwear Co. primarily ships Canada Post and Fed Ex in Canada 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.
What are your payment methods?
Visa, Visa Debit, Mastercard, American Express (Canada Only) and PayPal.
Do you ship internationally?
SAXX Underwear Co. currently only ships to Canada and the United States.
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.
What is the process time of each order?
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 2-3 business days for processing, especially during high volume periods.
For shipping, please allow the following business days for transit:
Regular – 5-7 business days
Express - 2-3 business days
Delivery times do not include Saturday, Sunday or Holidays.
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 email@example.com or phone us between 7:00am - 5:00pm PST Monday to Friday at 1-844-877-7299.
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 or through one of our authorized North American retailers. Proof of purchase is required. The policy is currently only available to customers in North America. Through this policy, SAXX will agree to refund product (excluding delivery charges) if you are not satisfied with your product within thirty (30) calendar days of purchase. After 30 calendar days from purchase, this policy no longer applies.
If you wish to activate the Comfort Guarantee, we require that you contact us before sending anything back. Please e-mail firstname.lastname@example.org 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)
You may be required to return your purchased product to a SAXX handling center in order to receive the refund. Once we have received and validated returned items, we will confirm it to you by email. The refund will be processed by us back to the original method of payment and confirmed by email. 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 have received does not correspond to the items that you ordered, or if your order is incomplete, please contact our customer service team within 48 hours of receipt on 1-844-877-7299 or email email@example.com to discuss with an agent. 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.
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 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.
- A printed version of the return shipping label provided by SAXX must be affixed on the outside of the packing.
- The package must be delivered by you to the carrier advised to you by SAXX customer service agent.
If your return is accepted and your purchase was made on the website, any sum debited from your method of payment in favor of SAXX with regard to the product (except delivery charges) will be credited. 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 applying 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 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 carriers office to see if a parcel has been left for you; In certain cases a parcel will be left with a local carriers 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.
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 Saxx’s 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
I mistakenly ordered the wrong item, what should I do?
Please contact us at 1-844-877-7299 or email@example.com as soon as possible
What if my order is lost or damaged in the mail?
SAXX Underwear Co. is not liable for any damages incurred during transit; it lies within the responsibility of local carrier. All purchases are made at the buyers’ own risk. SAXX Underwear Co. does not assume any responsibility for lost or damaged packages.
What is the SAXX Warranty Policy?
SAXX offers a one year warranty for manufacturer defects on all our products from the original date of purchase, as long as your product was purchased from an authorized SAXX dealer.If you believe your SAXX Underwear are defective for any reason, please contact SAXX directly by emailing firstname.lastname@example.org. Please provide the following details:
- Proof of purchase from an authorized retailer or saxxunderwear.com
- Photo of the item(s) laid out, with something marking the area of concern
- Photo of the tag on the back of the underwear
- Your full name and mailing address
Please note: This policy does not apply to products that have been damaged by misuse, accident, modification, or unauthorized repair, or purchased from any third party seller that is not an authorized SAXX Underwear dealer.
What do I do if my SAXX are defective or damaged in any way?
Please email email@example.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.
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?
Machine wash with warm water and tumble dry with low heat on delicate cycle, do not dry clean or use bleach. Note: Blacksheep Style (Merino Wool) should not be tumble-dried. Dry cleaning optional.
I would like to be sponsored by SAXX Underwear Co., who should I contact?
While we currently only sponsor a handful of professional athletes, we’re always looking for more talent. Please email us at firstname.lastname@example.org with a detailed resume along with any other material that you feel would help in our decision making process.
Can I combine my coupon code with the current promotion?
No, coupon codes are not valid for use during a sale.
Sale Terms and Conditions
Discounted prices are as marked on eligible items. Quantities are limited; discounted price is available only until end of sale period. Offer cannot be applied to previous purchases.
Holiday Return Policy
For purchases made between November 15, 2019 and December 23, 2019, we will gladly exchange or refund until January 15, 2020 under our Comfort Guarantee program.