FAQ

FAQ

• When will my order ship?

  Orders placed with a standard shipping method will take 2-3 business day to process.

• How can I track my order?

  You will receive a shipping confirmation email once the order has shipped from our warehouse. It will contain information to track your order. You can also view the tracking information by clicking here.
  
  Please Note: Delivery time frames begin calculating once your order has shipped from our warehouse. Once tracking has been provided, allow for 7-10 business days for the carrier to update the status. Tracking may not update until your order reaches your local delivery provider. All orders are shipped from the US to Canada.
  

• Can I cancel an order?

  We are not able to modify or cancel an order once it has been placed. You are welcome to return items you no longer wish to keep once they have been received.

  Once you receive your order in the mail, you may simply return any unwanted items by following our Return Instructions.

• Why was an item cancelled from my order?

  Orders or parts of an order may be cancelled by our system for various reasons.

  Possible reasons include:

  • - We are unable to ship to the address provided
  • - Your item has become unavailable at the time of packing.
  • - We are having difficulty processing your payment information.

  If your order/ item(s) are cancelled, you will receive notice via email. Please keep in mind that you will not be billed for any cancelled item(s)/ order.

• How do I return an item?

  RETURN GUIDELINES

  If the item(s) your returning meet our Return Policy please see instructions below.

  • - Merchandise must be returned within 30 days from the date of purchase.
  • - Merchandise must be in their original state, unworn, unwashed, and with all tags intact. 
  • - Customers are responsible for any return costs.
  • - We suggest obtaining proof of return and retaining it until your refund has been processed.
  • - You will be notified via email throughout your package journey and once your refund has been approved.
  • - Returns will be processed within 5-7 days of arrival at our warehouse.
  • - Once approved, allow 2-4 business days for funds to appear in your account.
  • - Please include the original order number on the package.
  • - Please select a carrier of your choice and send any unwanted items to the following address:

  Roxy.ca
  C/O A52 Returns
  2360 192 St. Unit #110
  Surrey, BC V3Z 0N2

• Can I exchange an item?

  Unfortunately, we are unable to create exchanges. If you would like to create a return please click here for all return details.