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?
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:
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.
How do I check the status of my return?
Returns are required to be sent back using a carrier of the customers choice.
We recommend tracking the package based on the selected carrier. Once the package has been received by our facility, please allow 5-7 business days to complete.
Do you restock items?
Due to the fact that a majority of our inventory is seasonal, this usually means that once an item or size is out of stock, we will no longer receive more to sell. We recommend checking our website frequently for the most updated inventory and item availability.
- How do I submit a warranty claim?
Do promo codes have restrictions?
Each promo code has unique restrictions and guidelines. Please refer to your specific promo code terms and conditions.
Non-Roxy Returned Items
Please ensure you return the correct item(s) when making a return. Roxy is not responsible for non-Roxy items shipped back to us in error. Items mistakenly shipped are not stored. If you accidentally sent the wrong item to Roxy, please contact Customer Service as soon as possible. We cannot guarantee your item will be found and returned. No compensation will be provided for incorrect items sent to Roxy.
How can I unsubscribe from Newsletters?
Located at the bottom of every email, there is an "Unsubscribe" link. Please click this link if you wish to unsubscribe and no longer receive our newsletters.
If you're unable to unsubscribe and need additional assistance, please contact Customer Service here.
Do you give stickers out for free?
Unfortunately, we do not offer free stickers at this time. We appreciate your support for Roxy.