FAQ

What are your shipping rates?

North America:

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 ***

International

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 are your payment methods?

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

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.

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:

North America:

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

International:

Standard: Standard shipping is not available to all countries. Please review the International Shipping table for the countries where standard shipping option is available. The delivery time of your package may be affected by customs clearance.

Express: Express Shipping is not available to all countries. Transit 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.

Delivery times do not include Saturday, Sunday or Holidays.

What is your return and comfort guarantee policy?

The Comfort Guarantee policy applies to any order placed on the Site. 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 info@saxxunderwear.com.

If you wish to activate the Comfort Guarantee, we require that you contact us before sending anything back. Please e-mail info@saxxunderwear.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.

 

If you have any questions please contact us on 1-844-877-7299 (English & French language) or email info@saxxunderwear.com to discuss with an agent.

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 indicating a transaction date within the past 12 months.
  • Your shipping address.
  • 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 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.

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 the end of the sale period. Offer cannot be applied to previous purchases.

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