• 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 tracking number via email once your order ships out of our warehouse. Below are some helpful tips when wanting to track your order:

    • Check your email - We send you regular emails regarding the status of your order and when it ships out. We use 2 shipping carriers- UPS and USPS
    • Contact us - If you still have questions about your order or if no update has occurred over the set timeframe, please contact us.

     

  • 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?

    If the item(s) your returning meet out Return Policy, please click here to create a return and receive a shipping label. 

    Once your order has been received by our warehouse, please allow up to 7-10 business days to complete.

     

  • How do I check the status of my return?

    You will be notified via email throughout your package journey and once your refund has been processed. To check the status of your return, click here. 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.

  • What is your return policy?

    US returns only. For Canada returns, please click here.

    EXCHANGES

    If you'd like to make an exchange, please follow our return policy and place a new order for the product you desire. This will ensure the product is available and gets to you quicker.

    RETURN POLICY

    2021 HOLIDAY EXTENDED RETURN POLICY: Orders placed between11/11-12/10are eligible for return up to1/10/2022. Merchandise must still meet our standard return guidelines.

    • Merchandise can only be returned if purchased online directly from www.roxy.com
    • 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. 

    CREATE A RETURN LABEL

    For Boardriders Club Members, return shipping labels are FREE. For Canada orders, please see the return policy here.

    For all other guests, return shipping labels are $5.95. This amount will be deducted from your refund. If you purchased as a guest, you can still sign up for a ROXY Girl Club account and receive free return shipping labels.

    • Click here to select the item(s) being returned and print your return label.
    • Drop your package off at any U.S. mail location.

    Once your return has been received by our warehouse, please allow up to 7-10 business days to complete. Additional processing time may occur depending on your financial institution before the funds appear on your account.
     

    TRACKING YOUR RETURN

    You will be notified via email throughout your package journey and once your refund has been processed. To check the status of your return, click here.

     

  • 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 ship to US PO boxes, APO/FPO addresses. Orders shipping to US PO Boxes & APO/FPO addresses are limited to only a Standard shipping method. UPS Ground or Expedited shipping methods are unavailable at this time.

     

  • 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 Methods & Timelines

    US shipping only. For shipping to Canada, please click here for our new ROXY Canada site.

    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.

    US P.O. Box Shipping: PO boxes & APO/FPO addresses are limited to only Standard shipping method. UPS Ground or Expedited shipping methods are unavailable at this time. Our carriers are unable to deliver directly to P.O. Box addresses. Entering a P.O. Box may require the carrier to contact you at the telephone number provided to arrange pickup of your package from one of their local facilities. If you wish to guarantee a direct delivery of your package, please enter a non-P.O. Box shipping address.

    Standard/Ground Order Processing: Allow 2-3 business days (excluding weekends & all U.S. federal holidays) for processing before order ships from our warehouse.

    Second/Next Day Order Processing: Second/Next Day Order Processing: Allow 24 hours for processing before orders ships from our warehouse. (Excluding weekends & all U.S. federal holidays).

    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 12/24, please see the shipping cutoff dates below:

    2021 HOLIDAY SHIPPING

    SHIPPING METHOD

    PLACE ORDER BY MIDNIGHT PST
    GROUND DECEMBER 13
    SECOND DAY DECEMBER 20
    NEXT DAY DECEMBER 21
    ORDERS PLACED AFTER THE CUTOFF DATES WILL STILL BE PROCESSED REGULARLY BUT MAY EXPERIENCE SOME DELAYS IN TRANSIT DUE TO THE BUSY SHOPPING SEASON.

     

    STANDARD SHIPPING

    SHIPPING DESTINATION

    COST (ORDERS UNDER $65) COST (ORDERS OVER $65) ESTIMATED DELIVERY TIME
    CONTINENTAL U.S. $5.00 FREE 2-6 BUSINESS DAYS
    ALASKA, HAWAII $8.00 FREE 10-14 BUSINESS DAYS
    U.S. TERRITORIES, APO/FPO $5.00 FREE 4-6 WEEKS

     

    GROUND SHIPPING
    SHIPPING DESTINATION COST ESTIMATED DELIVERY TIME
    CONTINENTAL U.S. $8.00 1-5 BUSINESS DAYS
    ALASKA, HAWAII $12.00 1-5 BUSINESS DAYS

     

    SECOND DAY SHIPPING
    SHIPPING DESTINATION COST ESTIMATED DELIVERY TIME
    CONTINENTAL U.S. $15.00 2-3 BUSINESS DAYS
    ALASKA, HAWAII $20.00 2-3 BUSINESS DAYS

     

    NEXT DAY SHIPPING
    SHIPPING DESTINATION COST ESTIMATED DELIVERY TIME
    CONTINENTAL U.S. $20.00 1 BUSINESS DAYS

     

  • 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?

    US Sales Tax

    State laws require that we charge applicable sales tax on orders shipped to the following states:
    Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Virginia, Washington, West Virginia, Indiana, South Dakota Tennessee, Vermont, and Canada.


    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 states 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, with the exception of custom product.

    For further assistance please contact our Customer Service team here.

     

     

  • How does AfterPay work?

    Please see all AfterPay details by clicking here.

  • What payment methods do you accept?

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

    • American Express
    • Discover
    • MasterCard
    • Visa
    • PayPal
    • AfterPay
    • Gift Cards