Frequently Asked Questions

  • Crocs, Inc. Customer Service: 1-866-952-7627
    Customer Service Email Address:

    My order will be shipped from California. Will I be charged an additional fee for duties?

    No. The total you see when you check out is the final amount you’ll pay. When you order from, you won’t be charged any additional fees upon delivery (such as duties)—because Crocs Canada covers the costs of importing the items for you.

    What size Crocs should I purchase?

    Order the closest available size to your usual shoe size. If you typically wear a half-size, we recommend ordering the next largest full size. For detailed sizing information, please see the sizing chart on each product page.

    When can I expect my return refund?

    All credits are issued after our warehouse has received and inspected your returned goods. If your goods are in resalable condition you will see your refund in 1 to 2 billing cycles. If you have any questions about your return please contact one of our team members at: 1-866-952-7627.

    Can I change or cancel an order I’ve already placed?

    We begin processing orders immediately. For this reason we are unable to change or cancel orders. If you have any questions about your order please contact one of our team members at: 1-866-952-7627. We cannot accept e-mail requests for order changes or cancellations.

    Can I exchange something I received as a gift?

    Yes, please contact our customer service department toll free at 1-866-952-7627 and one of our representatives will be happy to help you set up a gift exchange for you.

    Where can I purchase Crocs in my area?

    Crocs stores and retailers can be found on the Store Locator.

    What is the warranty on your products?

    All of Crocs products are under warranty for up to 45 days after your purchase. Please contact our customer service department toll free at 1-866-952-7627 and one of our representatives will be happy assist you.

    When will I receive my order?

    Orders are shipped from California, USA. You should receive your order in Canada within 7-14 business days via FedEx.

    What shipping options do you offer?

    We currently only offer one shipping method which may take 7-14 business days to be delivered. Delivery is only available Monday through Friday.

    How do I return merchandise I’ve purchased?

    Need to return your product? No problem.

    First, you’ll need to generate an RMA (Return Merchandise Authorization) number. This is a number that’s unique to your order, and it must be generated within 60 days of your order date. There are two ways to get an RMA number at, depending on how you ordered:

    1. If Your order was placed using your account

      Log in using your e-mail address and password. On your “My Account” page, and select “Return an Item” under “Order History.” Select the order number which corresponds with the product you are returning, and you’ll be given step-by-step instructions on how to generate your RMA number. If your order doesn’t appear in your history, please try the guest shopper return instructions.

    2. If Your order was placed as a guest shopper

      Click on “Customer Service” at the bottom of the home page, then enter your order number (ex. 00012345CCA, please make sure CCA is capitalized) and your last name in the “Track Order or Return Items” window. When your order information appears, select “Start a Return for This Item” on the right side of the screen. Choose the items you’ll be returning, and you’ll be given step-by-step instructions on how to generate your RMA number.

    Once you have your RMA number:

    1. Package it. Address it.

      Please make sure the items you’re returning are packaged and protected for shipping. Then, address the package to the following address:

      Crocs Canada, Inc.
      RMA# ____________
      DB Schenker Logistics
      180 Biscayne Crescent Unit 2
      Brampton, Ontario
      Canada L6W 4S1

    2. Pick a location.

      Take the package to a shipper of your choice. You will be responsible for return shipping.

    3. Hand it over.

      Be sure to ask for a tracking number for your return. We recommend that you don’t place your return in a drop box.

    Need a different size, style or colour?

    No problem! Simply place a new order after you’ve processed your return. You will be charged for your new order, but we’ll process a refund once we’ve received your return. Please allow 1-2 billing cycles to receive your refund.

    *Out of stock – If an item is out of stock, it will be cancelled from your order. You won’t be charged, and this item will not ship out.

    If you have further questions, please contact us at 1-866-306-3176 or Be sure to keep your tracking number and RMA number for your records.

    How do I care for my Crocs?

    Caring for your Crocs is easy. To keep your Crocs in good condition, you will want to avoid leaving them where they will be exposed to heat or sun, such as a dish washer, washing machine, or hot car, as this can cause the shoes to shrink or warp.

    You can keep your classic Crocs clean by hand washing them with cold water and a mild soap.

    If you have Metallic leather Crocs, clean gently with a soft rubber sponge or slightly damp rag. Use a leather cream to restore shine and a protector spray to repel water.

    If your Crocs are made with Smooth Napa Leather; Remove dust and dirt with a damp rag. Use a cotton brush to apply a natural waxy shoe cream or wax. Apply slowly in spiral manner.

    Patent Leather Crocs can be gently wiped off with a clean damp cloth or use a professional product which had been designed to clean patent leather. Never use harsh chemicals such as alcohol, detergent or liquid, they will remove the shine and luster from your shoes.

    PU Wedges and heel material: A damp cloth should remove most dust and dirt. Avoid solvent cleaners wherever possible as these may destroy the glue used to bond the sole.

    For Suede and Lambs wool Crocs; clean upper gently with soft wire brush or plastic brush, spray with impregnation spray for water repellence.

    Leather Crocs and be cleaned gently with a humid rag or brush. Apply waxy shoe cream and polish/brush with soft brush, cotton or wool rag to a natural luster.

    For Elastic/Stretch Material; Clean gently with humid rag or soft rubber.

    Will you replace my broken strap?

    We do not currently replace broken straps. However, we do offer a 45-day warranty on our products with proof of purchase. . Please click here to visit our warranty policy. Please contact us at 1-866-952-7627 or via e-mail at and we'd be happy to assist you with the warranty process.

    Why aren’t there Jibbitz charms available for sale on

    At this time Crocs does not ship Jibbitz™ charms to Canada.

    How can I place an order?

    You may place an order with us by creating an online account. Once you have created an account you can log in at any time to place an order.

    If you need assistance, please call our customer service department at 1-866-952-7627.

    Commercially licensed products are covered under our 45 day warranty.