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FAQ

Frequently Asked Questions

If I place an order online, how long until I receive my order?

Once the order has been shipped it will be received within 2-8 days if you choose standard shipping and 1-3 days if you use express shipping. Please also allow 1 day processing for orders placed on week days and 3 day processing for orders placed after 6pm Friday until 10am Monday. 

Is it possible to get next day delivery?

The shipping service we are using does not allow for next day delivery unless the item is being shipped locally (British Columbia). The fastest option is Xpresspost and that will take 1-3 days depending on the destination. If you want to get a specific time frame for your location you are welcome to contact us through our email.

Where do you ship to?

 At the moment we ship to all provinces in Canada.

 

How do I pay for my order?

Choose a payment method at checkout. At his moment we accept all major credit cards as well as Paypal.

 

Can I change or cancel my order?

 Once an order has been shipped it cannot be cancelled or altered. Contact us as soon as possible after you made your order and we can look at the possibility at making any changes.

 

How do I return my order? 

Please view our return policy on the website. We do not give refunds, only exchanges for another item. Send the product back to us in its original packaging. Don’t forget to include the return receipt. 

Can I return something I purchased online to your store?

 Yes. Bring the products in its original packaging together with proof of purchase to our Downtown Vancouver store. Visit the “How to find us” page on the website to find out where we are located. You are only able to make an exchange or get a store credit. There are no refunds.

 

What do I do if I receive a damaged or defective product?

We are not responsible for any damages during transit. Should your packaged arrive damaged, please inform the carrier. If you believe your product has a manufacturers defect, please contact our customer service.

How do I find your retail store?

We are located in downtown Vancouver on the corner of Howe and Smithe. Visit the “How to find us” page on our website for more information and directions to the store. 

What is your store’s refund policy?

 We do not give refunds but it is possible to exchange for another size if the suit as all tags attached and is in sell-able condition. Goggles and underwear are non exchangeable.

 

What if my suit breaks down, can I return it?

We are not responsible for suits that break down or color fading resulting from exposure to chlorine, sun, body sweat, and lotions or use in pools, hot tubs, and spas. If you believe there is a manufacturers defect contact us or visit our store for assessment of the suit and if warranted a store credit can be issued.

How should I wash my swimsuit?

We suggest no washers and no dryers. Hand-wash your suit in cold water using a mild detergent and hang it to dry. Remember to rinse out the suit after each use.

 

What type of suits is most chlorine resistant?

Suits made out of polyester are most chlorine resistant. Visit our downtown store and ask for a polyester suit and our staff will help you find what you are looking for.

 

How do I know which size swimsuit I need?

Swimsuits are usually fitted through bra size. Another general rule is too go up one size from your clothing size. For men, the suits are fitted through waist size and for children by age. However, it is important to note that all styles fit differently and that it is always best to try your way to the correct size. When visiting our store our knowledgeable staff can help you find the size you need.

Are there swimsuits that are specifically designed for people with longer torsos?

Yes there is. Online, look for Swimsuits with the type "tall". If you visit our store, ask our staff to guide you towards long torso suits and they will help you find what you are looking for. 

How do I know which size to choose when shopping Saxx Underwear?

Saxx Underwear comes in size XS-XXL. Below is the size chart for all Saxx Underwear.

 

XS – 27”-29”

S – 30”-32”

M – 33”-35”

L – 36”-38”

XL – 39”-42”

XXL – 43”-46”

 

You can also find this information in the descriptions of the products online.

I can't find the product I want in the size I need, why is that?

Some products are not available in all sizes. Try using filters if you only want to see what is available in the size you need.

 

How do I wash my Saxx underwear?

Machine wash with warm water and tumble dry with low heat on delicate cycle, do not dry clean or use bleach. Note: Blacksheep Style (Merino Wool) should not be tumble-dried.