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SAXX.CA Help Centre

<div data-block="true" data-editor="a8kt3" data-offset-key="7bbc6-0-0" id="isPasted"><p id="isPasted"><span style="margin: 0px; padding: 0px; font-size: 16px; font-style: normal; text-decoration: none; line-height: 21px; font-family: Arial, Helvetica, sans-serif; font-weight: normal;" id="isPasted"><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;"><a href="https://saxx-klsskiukqjy.gorgias.help/en-US/update-or-cancel-your-order-8682789?isEmbedded=true" target="_blank" rel="noopener noreferrer">Self service</a></span><span style="margin: 0px; padding: 0px;"><a href="https://saxx-klsskiukqjy.gorgias.help/en-US/update-or-cancel-your-order-8682789?isEmbedded=true" target="_blank" rel="noopener noreferrer">&#xA0;edits are open for 1 hour after you place your order</a></span></span><span style="margin: 0px; padding: 0px; font-size: 16px; font-style: normal; text-decoration: none; line-height: 21px; font-family: Arial, Helvetica, sans-serif; font-weight: normal;"><span style="margin: 0px; padding: 0px;">. Missed it?</span></span><br><br>As we aim to ship your order as quickly as possible, we regret that it usually isn&apos;t possible for us to handle change or cancel requests once the 1 hour edit window has passed. Please ensure that you have verified your order details prior to submission, especially the billing and shipping address. To submit a request click <a href="https://www.saxxunderwear.ca/pages/help-centre?hcUrl=%252Fen-US%252Fflows%252F01K83TN4PRCT7365GDPEDBRPVG" target="_blank" rel="noopener noreferrer" style=" text-decoration: none;" id="isPasted"><strong>HERE</strong></a></p></div><div data-block="true" data-editor="a8kt3" data-offset-key="f8poa-0-0"><div data-offset-key="f8poa-0-0"><span style="font-size: 16px;">You may start a return for any items once you have received your order by clicking here:</span><br><br><a class="fr-strong" href="https://www.saxxunderwear.com/pages/help-center?hcUrl=%2Fen-US%2Fflows%2F01J077NG2YCC8Y31P8MQS2HE1P" rel="noopener noreferrer" target="_blank">START A RETURN</a></div></div>

Self service edits are open for 1 hour after you place your order. Missed it?As we aim to ship your order as quickly as possible, we regret that it usually isn't possible for us to handle change or cancel requests once the 1 hour edit window has pass

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

Orders & Shipping

How do I pick the right size?

How do I care for my SAXX product?

Smooth Luxe & Smooth Flex: What are the Differences?

Prints for Briefs and Trunks

Do the Hanky Panky collaboration sets come in different sizes for boxers and thongs?

What are your different underwear options?

How do I know what size to buy?

What fabric does SAXX use?

What are the inseam lengths of each style?

Discontinued SAXX Styles & What to Try Instead

Back in Stock Notifications

Fit & Product

How do I track my order?

What are your shipping fees?

Do you ship internationally?

Shipping & delivery times

How can I update or cancel my order?

Can I change or cancel my order after the 1hr edit window?

How do I know when my order has shipped?

My Tracking Shows “Delivered,” but I Haven’t Received My Package—What Should I Do?

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

First Order Discount Code

What if my package is lost or stolen?

My order received an incorrect item, what should I do?

Where do SAXX products ship from?

How do I track my order? copy

How does Onward Shipping Protection Work?

How to File a Claim With Onward Shipping Protection

How to Remove Onward Shipping Protection From Your Order

Onward Checkout+ Cash-Back Rewards

Do I Need Onward Checkout+ Shipping Protection?

When Should I File a Claim?

How does Onward Process Refunds or Reorders?

What if My Order Never Arrives or is Stolen?

What if My Order Arrives Damaged?

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

What are Onward’s Terms and Conditions?

Why do I need Onward Checkout+ Shipping Protection?

Is Onward a Licensed Insurance Company?

What is Onward?

What if I didn't want Onward Checkout+ Shipping Protection?

What info do you gather and how do you use my data?

How do I report an order issue to get a replacement or a refund?

Is it ever too late to file a claim?

What if I input the wrong address during checkout?

What do I do if I am unsatisfied with my order?

Does this cover international orders?

What about duties and customs issues?

What happens if my package is does not arrive on the estimated or expected delivery date?

Why did Onward close my claim?

My package has been marked as “Pre-Shipment”, can Onward help resolve this?

Protection Policies

How does Onward work with payment instalment companies

Can Onward help if I placed an order, but never received a tracking number or other shipping information?

Why is Onward offering a refund instead of replacing my item(s)?

Claim Resolution Expectations

The carrier said they delivered my package, but I did not receive it

My order is marked as unfulfilled or unshipped

The carrier could not deliver my package

My package required a signature, but the carrier did not obtain a signature

How does Onward Checkout+ work with payment installment companies?

Does Onward covered packages that are shipped internationally?

I have not received shipping or tracking information about my order

Onward Checkout+ Shipping Protection

What is your First Pair Guarantee?

What is your return policy?

Gift Returns

How do I start a return?

Return Shipping Costs

What is your warranty policy?

What are your Terms and Conditions?

Returns

Rewards program

Account & Rewards

Contact us

I'm interested in becoming a SAXX Authorized Retailer

Changing Email Preferences

Annual Report on fighting against forced labour and child labour in supply chain.

Company

What are your payment methods?

Interac e-Transfer® FAQ

Why can’t I pay using Shop Pay?

Can I use multiple discount codes on one order?

Can I use a discount code during a sale?

What currency is your pricing in?

What are SAXX sale terms and conditions?

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

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

How do I use my gift card?

What are Shop Pay Installments and how do they work?

Why is my installment payment with Shop Pay being rejected?

Coupon Codes

Payments

What is Buy with Prime and how does it work?

How do I make a purchase using my Prime benefits on saxxunderwear.com?

Is this really the same delivery experience I’m familiar with as a Prime member?

Where can I check the status of my order?

How do I cancel a Buy with Prime order?

Who do I contact for issues or questions for my order?

Do I have to be a Prime member to use Buy with Prime?

How do I initiate a return for Buy with Prime purchases?

How long does it take for me to get a refund for a canceled order?

Can I use Amazon gift cards, promotional discounts offered by saxxunderwear.com, or points when I use Buy with Prime?

Can I make Buy with Prime purchases if I’m not in the US?

Can I set up subscriptions using Buy with Prime?

What happens if my order is late?

What payment methods does Buy with Prime accept?

Are Buy with Prime products eligible for the loyalty program free shipping threshold?

I mistakenly ordered the wrong item, what should I do?Updated 2 hours ago