Roxy Customer Service — Professional, Practical Guide

Overview: who Roxy is and where to seek help

Roxy is the women’s lifestyle and surf brand launched in 1990 and operating globally through retail partners and the primary website roxy.com. Customer service is handled regionally: North America, Europe, Australia and Asia-Pacific often have distinct policies for shipping, returns, taxes and warranty. Before you contact support, identify the purchase channel (roxy.com order, third‑party retailer, or brick‑and‑mortar store) because remedies differ: online orders are managed via the brand’s e-commerce team, while third‑party purchases require the retailer’s return policy.

Primary online resources: roxy.com provides an account dashboard (order history, tracking links and return initiation), an FAQ for sizing and technical questions, and a “Contact Us” page that lists region‑specific emails, phone hours and any live chat availability. For efficient resolution, collect order metadata (order number, SKU, date, payment method) before reaching out; this reduces average handle time from minutes to under 15 minutes when dealing with customer agents.

Contact channels and response expectations

Roxy’s support typically offers multiple channels: e‑mail/ticketing, phone support during business hours, and chat for order tracking. Typical response SLAs are 24–72 hours by e‑mail and immediate to 15 minutes on phone or chat during staffed hours. If you need same‑day action (e.g., change shipping address before dispatch), phone is usually the fastest channel; for documentation‑heavy claims (damaged product, warranty claim) use e‑mail with attachments so the case has audit trails.

• Essential information to include in any ticket: order number, purchase date, full product SKU or item name, clear photos of the defect or fit issue, shipping address, phone number and the exact outcome you want (refund, exchange, store credit). Well‑prepared tickets cut resolution time in half.

Where regional policies differ, the roxy.com “Contact” page will display the correct phone number, hours and local returns address. If you purchased from a third‑party retailer (e.g., department store or surf shop), refer to that retailer’s customer service; Roxy typically limits direct intervention for non‑brand sales.

Orders, shipping, tracking and costs

When you place an order on roxy.com you will receive an order confirmation e‑mail followed by a shipment confirmation with a tracking number (carrier: commonly USPS, UPS or DHL depending on geography). Typical domestic standard shipping in the U.S. ranges from $5 to $12 for most orders; expedited services vary by weight and region and are priced at checkout. Expect processing time of 1–3 business days before shipment; peak seasons (Black Friday, late December) can add 2–4 business days.

To track proactively, log into your roxy.com account → Orders → View tracking. If tracking shows “delivered” but you don’t have the package, contact support with the tracking number and exact delivery timestamp: agents will wait 48 hours for carrier confirmation before initiating a lost‑package claim. For international orders, duties and VAT may be collected upon delivery; Roxy’s checkout will typically estimate duties for certain regions but actual customs charges are set by local authorities.

Returns, exchanges and refunds — step by step

Roxy’s standard online returns window is typically 30 days from delivery for full‑price items; sale or promotional items may have shorter or different return rules. Returned items should be unworn, with original tags and packaging. Refunds are issued to the original payment method after the returned item is received and inspected; processing the refund on the merchant side commonly takes 3–10 business days, and your bank’s posting may take an additional 3–7 business days.

• Typical return steps: (1) Initiate return via roxy.com → Orders → Start Return; (2) Print and include the return authorization or RMA number; (3) Ship via the specified carrier to the returns address provided (keep the tracking number); (4) Wait for inspection and refund confirmation e‑mail. Exchange for size or color is processed either as a return + new order or as a direct exchange depending on stock and region.

Restocking fees are uncommon for standard returns but may apply to certain categories or international returns. For expedited exchanges (e.g., swap to a different size before the original ships) call customer service immediately and reference your order number; agents can often block shipment or reroute orders within a narrow window.

Warranty, defects, repairs and product care

Roxy covers manufacturing defects under a limited warranty; many soft‑goods (apparel, wetsuits) rely on proper care to maintain performance. Document defects with dated photos and a description; for warranty claims you will be asked to provide purchase proof (order confirmation, receipt) and the serial or SKU. Warranties do not cover normal wear and tear, improper use (e.g., chemical exposure for wetsuits), or damage from accidents.

For in‑warranty repairs, customer service will outline options: repair, replacement or refund depending on severity and available stock. If a repair is recommended, request a Return Merchandise Authorization (RMA) and follow shipping instructions—do not ship without authorization or the item may be refused. Keep records: date shipped, carrier tracking and any repair receipts for future reference.

Sizing, fit, technical questions and product selection

Roxy publishes size charts for apparel, swimwear and boots; always compare the brand’s centimeter/inch measures for chest, waist and hip against your measurements rather than relying on numeric size alone. For wetsuits and technical surf gear, consider the product’s stated flexibility: a full‑size down or up decision depends on brand guidance—if uncertain, contact customer service with your height, weight and body measurements; they can recommend a model and size based on past customer feedback and return statistics.

Technical questions (materials, seam construction, UV rating, insulation R‑values) are best escalated to product specialists—ask customer service to open a technical case. If you’re buying for performance (competition, extended cold water), request comparative data for similar models and look for published test results or lab specifications that the brand can provide.

Escalation, documentation and dispute resolution

If a front‑line agent cannot resolve your issue, request escalation to a supervisor or the e‑commerce team and document the request with case numbers and agent names. Maintain a chronological log (date/time, agent, summary) — this reduces friction if you later seek a chargeback or file a formal complaint. For unresolved issues, check the company’s corporate contact on roxy.com or the brand owner’s corporate site for formal complaint channels.

Good escalation outcomes depend on clear evidence: original order, photos, timestamps, and a concise desired resolution. By preparing this material before contacting Roxy customer service, you increase the probability of a favorable and timely outcome and reduce the back‑and‑forth that lengthens resolution from days to weeks.