Frequently Asked Questions

You can find answers below or contact our team to help you.

Order Information and Tracking

Order Information and Tracking

Choose from two ways to easily track your Crocs.ca order.

Please note: Tracking information will be emailed within 48 business hours of placing your order. The tracking number will go live once the package reaches Canada.

  • Option 1: Log in to track your order

    1. Visit Crocs.ca and select ”Sign In” from the top navigation bar. Sign In.
    2. Enter your registered email address and password and click Sign In.
    3. Under Order History, select your order number.
    4. In the right column of the Order Details page, find Track Shipment and click the blue tracking number.
    5. Your tracking information will display with the estimated delivery date and package travel history. The tracking will only be valid once your order reaches the Canadian border (4-5 days after shipping from Ohio).

  • Option 2: Track with order number and email

    1. Click Order Status in the footer at the bottom of the home page. Order Status.
    2. Enter your order number and your billing last name. (Be sure to capitalize the CCA at the end of the number. For example: 00123456CCA.) Click Go.
    3. In the right column of the Order Details page, find Track Shipment and click the blue tracking number.
    4. Your tracking information will display with the estimated delivery date and package travel history. The tracking will only be valid once your order reaches the Canadian border (4-5 days after shipping from Ohio).

Need help?

Contact Customer Service at 1-866-952-7627 or by email.

Changing Your Order

Changing Your Order

At this time orders cannot be changed once they have been placed.

Canceling Your Order

You may cancel an order within 30 minutes of submitting. Orders placed using Crocs Gift Cards cannot be cancelled. For information about refunds or exchanges, please see our return instructions.

Online Cancellation Instructions

  1. Registered Users: Sign In to view your order receipt.

    Guests: Enter your order number and billing last name below.

  2. Click the "cancel this order" link marked in red. If you do not see the cancel link, your cancel window has expired. Please wait to receive your package and then follow the return instructions.

We could not find the Order. Please try again.

Contacting Customer Service

Contacting Customer Service

Our Customer Service team is happy to assist with questions you have about Crocs™ and our products. You can reach us in two convenient ways:

  1. Call us for help.
    Contact us by phone to speak directly to one of our Customer Service representatives. Our phone number is 1-866-952-7627.

  2. Send us an email.
    Contact us by sending an email to [email protected]. One of our Customer Service team members will get back in touch with you within 48 hours.

Sales Tax

Duties

No. The total you see when you check out is the final amount you’ll pay. When you order from Crocs.ca, 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

Are there additional duty fees?

Are there additional duty fees?

No. The total you see when you check out is the final amount you’ll pay. When you order from Crocs.ca, 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.

Payment Options

Payment Options

We currently accept the following payment methods:

  • Visa
  • MasterCard
  • American Express
  • Crocs Gift Cards
  • PayPal
  • Afterpay

At this time we do not accept any other forms of payment.

What is Afterpay?

What is Instalments by Afterpay?

Instalments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks.

How do I use Instalments by Afterpay?

Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Instalments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, and returning customers simply log in to make their purchase. It’s that easy!

Please note that all items in your shopping bag must be eligible for Instalments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Where can I use Instalments by Afterpay?

Instalments by Afterpay can only be applied to purchases made on [insert the merchant website URL here] website.

Can I use Instalments by Afterpay if I’m an international customer?

Afterpay is only offered to our customers who have a Canada billing address, Canada shipping address, a Canada Visa or Mastercard (credit or debit card), and a Canada mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

How does the payment schedule work?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

Where can I find common questions about payments?

Check out the Afterpay Payments FAQ​

When will my items be delivered if I use Instalments by Afterpay?

Afterpay orders are delivered as per our standard shipping time frame after you complete your order online.

Visit our shipping page for more information by clicking here [insert link to merchant shipping FAQ page].

Is there a limit to how much I can spend on a single transaction?

Yes, transaction value limits apply to purchases made on [insert the merchant website URL here] using Instalments by Afterpay.

What products are not eligible for purchase using Instalments by Afterpay?

Afterpay is not available on purchases of gift cards. If you are purchasing gift cards along with Afterpay eligible products, you will need to place two separate orders.

How do I return or exchange an item purchased using Instalments by Afterpay?

If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets our Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at [email protected]

​What happens if I have a partial refund, and how does that affect my payments?

Afterpay will be notified once your refund is processed. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth instalment payment and apply the remaining amount to your earlier payments.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, instalment agreement well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy​.

If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

Crocs Gift Cards

Crocs Gift Cards

Gift Card sales are temporarily suspended. We apologize for the inconvenience. Don't worry, if you have a gift card and want to shop, they are still redeemable on Crocs.com.

All purchased products that are unworn and unwashed have a 45 day return window from the order date.

For more information about Crocs Gift Cards, please see gift card terms.

Crocs Coupon Information and Promotion Codes

Crocs Coupon Information and Promotion Codes

Crocs™ coupon and promotional codes need to be applied in the cart prior to checking out. You can apply your coupon or promotional code in the "Promo or Coupon Code" field on the left side of the cart, under the list of shoes being ordered. Make sure to hit the apply button in order to ensure your coupon is applied appropriately. Once applied, you will see the price change in the cart.

We are not able to apply coupons once orders are placed. We do want you to enjoy your discount at Crocs.ca and hope that you'll hold on to the coupon code for a future order. If your coupon code is valid for a short time, you can watch for new promotions and discounts by signing up for our newsletter.

** Please note that there may be an exclusions list for certain coupons or promotional codes. This information can be found after you apply the coupon. Under the pricing area, you will see your coupon applied with a details link next to it that will list any applicable exclusions for your convenience. **

Usually, if a coupon code isn't working, it's been entered incorrectly or has expired. Please check your coupon code for the following:

  1. Coupon codes are often case sensitive, so be sure you're entering it in the proper case. Also, double-check to ensure you're typing the numbers and letters in the correct order.
  2. Most coupon codes cannot be combined with other coupon codes or site offers and promotions.
  3. Your coupon code may have expired. If the coupon code has expired, you'll receive an "Expired Promo Code" error message under the coupon and promo code box.
  4. Some coupon codes are valid only on specific styles and will not work with non-qualifying styles. You can check coupon or promotional exclusions with the details link once the coupon is applied in your cart.

Shipping Damage

Shipping Damage

If you feel an item purchased at Crocs.ca was damaged during shipping, please contact Customer Service for an exchange or refund within 90 days of arrival.

Product Warranty

Product Warranty

Crocs, Inc. (“Crocs”) warrants all of its Crocs™ products (the “Products”), purchased by consumers either directly from Crocs or from Crocs’ authorized resellers (including authorized retail and Internet-based sellers), to be free from manufacturing defects for 90 days from the date of purchase. This warranty does not extend to Products supplied/sold by unauthorized vendors, whether Internet-based or otherwise. This warranty does not apply to any defects in the Products arising from normal usage, fair wear and tear, damage by you, or any alteration or repair carried out without our approval.

Under no circumstances shall Crocs be liable for any special, incidental, or consequential damages based upon breach of this limited warranty, breach of contract or strict liability. Some States do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. There are no warranties which extend beyond those indicated herein. Any implied warranties that may be applicable to the Products, including implied warranties of merchantability or fitness for a particular purpose, are limited in duration to the duration of this warranty. Some States do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

If your Product develops a defect while under warranty, you should contact Crocs as indicated here, and any defective Product, at Crocs’ instruction, may be returned for an exchange or refund with receipt or proof of purchase. If you do not have a receipt or it is past the 90-day window, we cannot replace your item, but we would love to help you find a new pair. This warranty gives you specific legal rights, and you may also have other rights which vary from State to State.

Gift Exchange

Gift Exchange

Unfortunately Crocs™ currently cannot exchange any articles. The best way to receive a replacement is to initiate a return (click here for instructions) and to place a new order.

Returns

Returns

RETURN POLICY

Item(s) are available for return once they have shipped. A full refund, excluding shipping charges, will be issued on unworn and unwashed merchandise within 45 business days to the original form of payment. Items that are beyond 45 days from that date will no longer be available for return.

Items marked "Final Sale" are not eligible for return or exchanged and are not subject to price adjustment.

Products created for collaborations or special events cannot be returned online or in-store unless they're defective or flawed.

Our returns take up to 10-14 business days to process after we receive the package. Please note that it may take additional time to post your account depending on your bank or financial institution.

If there is a quality issue with your item, click here for our warranty policy.

RETURNING ONLINE ORDERS

Want to return an online item? Have your order number and billing zip code ready and follow our simple step-by-step instructions.

Steps include:
  1. Letting us know the reason. No hard feelings!
  2. Choose your preferred shipping method:
    1. Choose your own carrier: We'll provide you with a packing slip.
    2. Return in store: Find the nearest Crocs store and return in person.
  3. Review and print your return slip!

Please hold onto your tracking number for returning your package via mail. Crocs is not responsible return packages that are not received by our facility.

START YOUR RETURN OR CHECK YOUR STATUS

At this time, we are unable to process returns. Please check back later after we complete our maintenance. If you have any concerns, please reach out to our customer service agents.

Enter in your order number and billing last name below to view your return status.

We could not find the Order. Please try again.

Crocs reserves the right to change this Return Policy at any time.

Online Return Instructions

Online Return Instructions

  1. Registered Users: Sign In to view your order receipt.

    Guests: Enter your order number and billing last name below.

  2. Click "Start a New Return for this Order" in the yellow box in the right column.

  3. Check the box next to the item(s) you wish to return, and follow steps to print pre-addressed return label and packing slip with your RMA (Return Merchandise Authorization) number.

  4. Write your RMA number on your package. Package your return with the packing slip inside and the return label outside. The customer is responsible for return shipping so you may choose the most economical shipping option. We recommend you note the tracking number for your reference.

We could not find the Order. Please try again.


Returning In Store

Returning In Store

You may return your Crocs.com purchase from home or at an official Crocs-owned retail store. Items from Crocs.com orders may be returned to a Crocs store for up to $250 per order. Crocs-owned stores can only refund PayPal orders in the form of a Crocs gift card.

If you choose to take your return to a Crocs-owned retail store for an exchange, please call the store as stores may have different styles or sizes. For a complete list of Crocs Owned Stores click here.

Credits & Refunds

Credits & Refunds

Your authorized return will be refunded to the credit card you used to make your purchase. Your refund should appear in your account’s next billing cycle.

Replacement Parts

Replacement Parts

Changed 12/12/2016.

We do not currently replace straps, rivets, or liners. If you believe there is a quality issue with your item, we will make it right. Items may be returned for an exchange or refund within 90 days with receipt or proof of purchase. If you do not have a receipt or it is past the 90-day window, we cannot replace your item, but we would love to help you find a new pair.

Are Jibbitz available in Canada?

Are jibbitz Available in Canada?

At this time Crocs Cannot ship some Jibbitz™ charms to addresses within the province of Quebec

Reporting Counterfeit or Fake Products

Reporting Counterfeit or Fake Products

If you are unsure if a product you have seen or purchased is counterfeit, please contact us. Please have a picture of the product in question available. You can also visit www.crocs.ca for pictures of our products

Shipping Methods, Rates & Delivery Estimates

Shipping Methods, Rates & Delivery Estimates

Standard Rate of C$ 13.99 or FREE on orders over $59.99 to ship in lower Canadian Provinces via UPS.

Remote Shipping Rate of C$ 90.00 to ship in Yukon, Northern Territory and Nunavut Canadian Provinces via UPS.

Orders ship within 2-5 days of order date. Transit time varies from 4-7 days. Remote locations may require longer transit times.

Expedited shipping is not available at this time.

Delivery to post office boxes is currently not available.

Recycling Crocs Shoes

Recycling Crocs Shoes

Crocs, Inc. and Soles4Souls have partnered to provide the opportunity to recycle your lightly worn Crocs shoes, so that they can be used in a "second life."

Once Soles4Souls receives your shoes, they will clean them and donate them to people who need shoes in impoverished nations around the world.

Slip Resistance

Slip Resistance

Certain Crocs™ shoes offer CrocsLock™ tread, which provides slip-resistance that meets or exceeds industry standards. Please note that while they are slip-resistant, they are not completely slip-proof. Please use general caution, as you would in any other shoe.

What are Crocs molded clogs made of?

What are Crocs molded clogs made of?

Crocs shoes made entirely of Croslite™ material do not contain latex. Crocs shoes that are not made entirely of Croslite™ material may contain other products within legal limits. See individual product pages for details.

Locating Your Order Confirmation Number

Locating your order confirmation number

Email Confirmation. Find your order number on the email confirmation you received at the time of purchase.

Shipping Invoice. Look for your order number on your shipping invoice, included inside your shipped package.

Crocs Size Chart

Find your perfect fit with Crocs' shoe size chart.

Discover how your Crocs are supposed to fit today with the help of our women's, men's, unisex and kids' size charts. Size charts can be found in the link under the size selections on each product page or individually in the links below:

Size chart Page