Crocs – Customer Service – Frequently Asked Questions

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 California).
Option 2: Track with order number and name
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 California).

Need help?

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

Changing Your Order

Orders cannot be changed once they have been placed. If applicable, please cancel your order within 30 minutes of submitting the order or return the items and place a new order.

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

Registered Users: Sign In to view your order receipt.

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

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:

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.
Send us an email.
Contact us by sending an email to canadasupport@crocs.com. One of our Customer Service team members will get back in touch with you within 48 hours.

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?

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

We currently accept the following payment methods:

Visa
MasterCard
American Express
Crocs Gift Cards
PayPal

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

Crocs Gift Cards

We're sorry but Crocs Gift Cards cannot be purchased on Crocs.ca at this time, please contact your local retailer to purchase a gift card.

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

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:

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.
Most coupon codes cannot be combined with other coupon codes or site offers and promotions.
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.
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.

Price Adjustments

Yes, we price match! If an item you buy on our website drops in price within 14 days of your original purchase, we will honor the new online price at your request. The price adjustment will be issued with proof of purchase via a refund back onto your original form of payment.

This price match offer is only valid on purchases made on Crocs.com and we will only match prices listed on the Crocs website.

No refunds or store credit will be given for free items, only a coupon for your next order. Items marked “Final Sale” cannot be returned or exchanged and are not subject to price adjustments.

Crocs reserves the right to change this policy at any time.

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

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.

Gift Exchange

If you received Crocs as a gift, we'd be happy to exchange it if the product is unworn and doesn't quite work for you.

You can call us at 1-866-952-7627, email us, or to get a gift exchange set up. We will need to know the style of the footwear that you will be replacing, the reason for the exchange, and your email address. When your footwear is returned, we will be happy to send you a replacement pair.

Returns

If you’re not completely satisfied with your purchase, you can return unworn items within 45 days with a valid receipt for a full refund.

Unworn items returned within 45 days with a gift receipt will be offered store credit or an exchange. If you don’t have a receipt for your unworn item, we will gladly make an exchange.

If there is a quality issue with your item, it may be returned for a refund or exchange within 90 days of purchase with receipt.

Promotional Discounts: Subject to Crocs’ return policy, all merchandise purchased with a promotional discount will be exchanged or returned at the value purchased.

Price adjustments will be made for any product not returned that was subject to a promotion. No refunds or store credit will be given for free items, only exchanges for another item. Items marked “Final Sale” cannot be returned or exchanged and are not subject to price adjustment.

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

Online Return Instructions

Registered Users: Sign In to view your order receipt.

Guests: Enter your order number and billing last name below.
Click "Start a New Return for this Order" in the yellow box in the right column.
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.
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.

Returning an Online Purchase to a Crocs Store

You may return your Crocs.ca purchases for refund or exchange by mail or at an official Crocs-owned retail store or kiosk. Items from orders at crocs.ca 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.

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

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?

At this time Crocs does not ship Jibbitz & charms to Canada

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

Flat rate of C$9.99 to ship anywhere in Canada via FedEx. Orders are shipped from Ontario, California. Please allow 7-14 business days for delivery. No Expedited Shipping is available for Canada at this time.

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

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?

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.