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SAXX.COM Help Center

Marked As Delivered&#xA0;(Stolen)<ul><li>Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered</li><li>Please note, some order issues may require a police report to be filed</li></ul>Stuck In Transit&#xA0;(Lost)<ul><li>Claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date</li></ul>Damaged<ul><li>Claims for damaged items (rendering the physical product unusable)&#xA0;require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered. <a href="https://app.useonward.com/make-a-claim" target="_blank" rel="noopener noreferrer">Click here to file a CLAIM</a></li></ul>

Marked As Delivered (Stolen). Stuck In Transit (Lost). Damaged

When Should I File a Claim?

Orders & Shipping

Onward Checkout+ Shipping Protection

How do I track my order?

Do you ship internationally?

What are your shipping fees?

What is the processing time of each order?

How do I know when my order has shipped?

My Tracking Shows “Delivered,” but I Haven’t Received My Package—What Should I Do?

Can I change or cancel my order once placed?

Can I change my shipping address?

I mistakenly ordered the wrong item, what should I do?

First Order Discount Code

What do I do if my SAXX is defective or damaged in any way?

My order received an incorrect item, what should I do?

Where do SAXX products ship from?

How does Onward Shipping Protection Work?

How to File a Claim With Onward Shipping Protection

How to Remove Onward Shipping Protection From Your Order

Onward Checkout+ Cash-Back Rewards

Do I Need Onward Checkout+ Shipping Protection?

How does Onward Process Refunds or Reorders?

What if My Order Never Arrives or is Stolen?

What if My Order Arrives Damaged?

How Do I File a Claim for my Lost or Stolen Order?

What are Onward’s Terms and Conditions?

Why do I need Onward Checkout+ Shipping Protection?

Is Onward a Licensed Insurance Company?

What is Onward?

What if I didn't want Onward Checkout+ Shipping Protection?

What info does Onward gather and how do they use my data?

How do I report an order issue to get a replacement or a refund?

Is it ever too late to file a claim?

What if I input the wrong address during checkout?

What do I do if I am unsatisfied with my order?

What happens if my package is does not arrive on the estimated or expected delivery date?

How does Onward Checkout+ work with payment installment companies?

My package has been marked as “Pre-Shipment”, can Onward help resolve this?

Does Onward covered packages that are shipped internationally?

Why did Onward close my claim?

Why is Onward offering a refund instead of replacing my item(s)?

Claim Resolution Expectations

The carrier said they delivered my package, but I did not receive it

My order is marked as unfulfilled or unshipped

I have not received shipping or tracking information about my order

The carrier could not deliver my package

My package required a signature, but the carrier did not obtain a signature

What is your First Pair Guarantee?

What is your return policy?

How do I start a return?

Return Shipping Costs

What are your Terms and Conditions?

Gift Returns

Returns

How do I pick the right size?

Do the Hanky Panky collaboration sets come in different sizes for boxers and thongs?

How do I know what size to buy?

How do I care for my SAXX product?

What are your different underwear options?

What fabric does SAXX use?

Prints for Briefs and Trunks

What are the inseam lengths of each style?

Discontinued SAXX Styles & What to Try Instead

Annual Report on fighting against forced labour and child labour in supply chain.

Fit and Product

Rewards program

Account & Rewards

What are your payment methods?

Can I use a discount code during a sale?

Can I use multiple discount codes on one order?

What currency is your pricing in?

How do I use my gift card?

What are Shop Pay Installments and how do they work?

Why is my installments payment with Shop Pay being rejected?

What are SAXX sale terms and conditions?

Payments

What is Buy with Prime and how does it work?

How do I make a purchase using my Prime benefits on saxxunderwear.com?

Is this really the same delivery experience I’m familiar with as a Prime member?

Where can I check the status of my order?

How do I cancel a Buy with Prime order?

Who do I contact for issues or questions for my order?

Do I have to be a Prime member to use Buy with Prime?

How do I initiate a return for Buy with Prime purchases?

How long does it take for me to get a refund for a canceled order?

Can I use Amazon gift cards, promotional discounts offered by saxxunderwear.com, or points when I use Buy with Prime?

Can I make Buy with Prime purchases if I’m not in the US?

Can I set up subscriptions using Buy with Prime?

What happens if my order is late?

What payment methods does Buy with Prime accept?

Are Buy with Prime products eligible for the loyalty program free shipping threshold?

When Should I File a Claim?Updated a month ago