• Shipping Delays - Service Alert

    A state of emergency has been declared in British Columbia. As a result of severe weather that triggered flooding and landslides throughout the province, orders are experiencing delays.

    These events have created hazardous conditions across many areas throughout British Columbia that continue to affect shipping operations. 

    Please expect processing delays of up to 3-4 business days before your order ships. Once your order has been shipped, please allow an additional 2-4 business days for your tracking to update. For additional details see the links below for your local carrier.

  • When will my order ship?

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

    If you selected an expedited shipping method, the processing time is 1-2 business days.

     

  • 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 keep in mind that delivery time frame begins calculating once order has shipped from the warehouse.

     

  • Can I cancel an order?

    Our system is designed to process and ship orders as quickly as possible. After you have clicked "Place Your Order", you cannot cancel or modify your order. Once you receive your order in the mail, you may simply return any unwanted items by following our Return Instructions.

  • How do I return an item?

    RETURN GUIDELINES

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

    - 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

  • How do I check the status of my return?

    Cannot check the return status without the customer providing the tracking number for the label they used to send back the package since customer is responsible for return fees and tracking.

    Please not that all returns take 7-10 business days to complete from the day our facility receives it.

  • How do I submit a warranty claim?

    If you believe your item to be defective, please click here to review our warranty policy and start a claim.

    Note: Not all products carry a manufacturer warranty.

    Contact our Customer Service Department at 800-892-2281 or here if further assistance is needed.

     

  • What is your Return Policy?

    EXCHANGES:

    We are unable to offer exchanges at this time, however we do accept returns. Please start your return below.

    RETURN POLICY

    2021 HOLIDAY EXTENDED RETURN POLICY: Orders placed through 11/11-12/10 are eligible for return up to 1/10/2022Merchandise must still meet our standard return guidelines.

    • Merchandise can only be returned if purchased online directly from www.roxy.ca 
    • Merchandise must be in original condition.
    • Items listed as FINAL SALE cannot be returned for a refund.
    • Shipping charges incurred during checkout are not refundable. 
    • Packages that arrive COD may be denied, or the COD amount may be deducted from your return. 

    RETURN GUIDELINES

    • 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 business days of arrival at our warehouse.
    • Once approved, allow 2-4 business days for funds to appear in your account.
    • 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

     

  • How do I check my order status?

    Here are some helpful tips & tools to help you check the status of your order:

    Check your email - We send you regular emails regarding the status of your order.
    Visit our Order Status page - Click here to check your order status online at any time.
    Contact Us - If you still have questions about your order, please contact us.

     

  • Can I ship my order to a PO BOX?

    We do not currently ship to PO Boxes.

     

  • What if there’s a problem with my shipment?

    If you are experiencing an issue with your shipment please contact customer service for assistance by clicking here.

     

  • How can I change my shipping address?

    Our system is designed to process and ship orders as quickly as possible. After you have clicked "Place Your Order", we cannot cancel or modify your order. Once you receive your order in the mail, you may simply return any unwanted items by following our Return Instructions.

     

  • What are your shipping rates?

    SHIPPING RATES

    A state of emergency has been declared in British Columbia. As a result of severe weather that triggered flooding and landslides throughout the province, orders are experiencing delays.

    Please expect processing delays of up to 3-4 business days before your order ships. Once your order has been shipped, please allow an additional 2-4 business days for your tracking to update.

    Taxes/Duties: All orders shipped to Canada may be subject to import duties and taxes that are levied and collected during checkout. There will not be any additional costs billed upon delivery.

    Canada P.O. Box Shipping: We are unable to service PO Boxes at this moment. Please make sure to enter a physical address to avoid any issues with your shipment. 

    Standard/Ground Order Processing: Allow 1-2 business days (excluding weekends & all U.S. federal holidays) for processing before order ships from our warehouse.

    Delivery Time: Time begins calculating once order has shipped from the warehouse. Please allow 24 hours for your tracking number to update from when the order has shipped.

    2021 Holiday Shipping Methods and Cutoff Dates: To ensure you receive your order by 12/23, the order must be placed no later than 12/10. Please be aware that shipping time frames have been delayed due to severe weather.  

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  • Is your site secure?

    Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use.

    Feel free to view our Privacy Policy.

     

  • Am I charged sales tax?

    Canadian Tax & Duty

    Any order being shipped to Canada may be subject to import duties and taxes that are levied and collected during checkout. A summary of these charges will be included in the Tax & Duty fee line. The order total presented at checkout will be the exact amount that you will be billed. There will not be any additional costs billed upon delivery.

    We do not charge sales tax on the purchase of Gift Certificates. However, items purchased with Gift Certificates will be taxed if shipped to the Country mentioned above.

     

  • How do I redeem my gift card?

    Gift Cards are not redeemable online at this time, physical Gift Cards can be used at retail store locations within the United States.  Please Contact Customer Service, for further assistance.

     

  • How do I purchase a gift card?

    Physical gift cards are available for purchase only at select retail stores. E-gift cards are not offered or sold at this time. To see if you have a store near you please click here

    Please contact Customer Service if you require further assistance.

     

  • When will I be charged for my order?

    Initially, your credit/ debit card will hold a pending authorization at the time of order submission, however, your card is not fully charged until your order has shipped out. Most orders ship within 2-3 days of receiving your order. You will receive a shipping confirmation email once the order has shipped from our warehouse.

    For further assistance please contact our Customer Service team here.

     

  • What payment methods do you accept?

    The following payment options are excepted online. Credit cards are required to have a valid Canadian billing address.

    • American Express
    • Discover
    • MasterCard
    • Visa
    • Gift Cards (In-store Only)
    • PayPal (Online Only)