2XU Canada logo
2XU Canada logo
banner image

FAQs

Delivery

How do I track my order? 

  • You can do this by visiting your courier's website and inputting your tracking number, which be provided in an email once your package leaves our warehouse. Alternatively, there will be a direct link for your tracking details in the same email.

What is the ETA of my order? 

  • Orders can take anywhere up to 5-10 business days to arrive from when your order is placed, depending on when the purchase is made, the delivery location, and shipping method.
    • Order processing time can range between 1-3 days before the order is shipped out due to Covid-19 Warehouse regulations and protocols, which may increase during peak seasons.
    • Orders placed before 12pm EST on weekdays will generally be processed the on same day.
  • Orders will ship out from our warehouse in British Columbia either via Canada Post, FedEx, Purolator or UPS depending on the shipping method.

I have not received my order? 

  • If your order is taking longer than expected to arrive please send an email to [email protected] with your order number.

What is the cost of shipping? 

    • $8.00 CAD for Standard Ground Shipping (3-7 Business Days)
    • Free Standard Shipping applies to all orders over $120.
    • 2XU no longer offers free shipping on all Crew member purchases. We're pleased to offer free standard shipping on orders over $120. Sign up to our newsletter to be the first to know about any current promotions.
     



Returns

Can I return/exchange items if I change my mind? 

  • If the products you receive are not what you expected you have up to 30 days to make a return via our online returns portal: 2XU Loop Returns.
  • Note: all Clearance items are final sale and not eligible for return or exchange unless faulty.

How do I return my product(s)? 

  • Returns for online purchases can be made via our Loop returns portal. To reduce environmental impact we recommend reusing the 2XU packaging the product(s) came in. Place your item(s) inside the packaging and remove the silver strip to engage the package's re-usable function. If you have ripped open the packaging and can not reuse it, please use any parcel packaging. Alternatively, you may have to purchase one and this comes at your own cost.

Can I return a final sale / clearance item? 

  • All Clearance and final sale items can not be returned for any change of mind reasons. There is a bold disclaimer written underneath the product's size chart indicating when an item can not be returned for any change of mind reasons.

I believe my product is faulty, what can I do?

  • Please email [email protected] for any warranty claims. In the email provide your order number and explain why your product is faulty. The customer service team will then reply and send you a claims form that must be completely filled out. Upon completion, the claim will be assessed individually by our team.

Returns Policy 

  • All Orders placed on the 17th of November through to the 31st of December 2022 will have an extended return period window of 60 days for change of mind reasons. 
  • We will allow a change of mind return for refund or exchange, provided that the item in question was:
    • purchased at 2XU Canada online store 
    • returned within 30 days of purchase;
    • in original purchased condition with tags attached;
    • in the original undamaged packaging; and
    • not worn or damaged in any way
  • Note: all Clearance items, underwear, and socks are final sale
  • Our full return policy can be found here. 

Can I return in store? 

  • Unfortunately not, as we no longer have any 2XU retail stores within North America.
Products

Choosing the right size

  • Please use the size charts available to make an informed decision. The size charts are there to assist you to select an appropriate size. We have a various number of different charts for female, male and youth product types. 
  • You can find a relevant size chart on the page of the product you are interested in. The chart is located next to the size grid selection
  • 2XU will do our best to recommend when sizing up or down in a particular style, this is denoted in bold writing on the web page of the product.  


What are the benefits of Compression? 

  • Research has found that true sports compression can reduce the risk of injury, improve performance and speed up recovery.
  • Our tights are made from premium, durable yarns that hold muscles in place. They have a graduated profile to encourage blood flow to your muscles, and therefore go beyond your standard pair of tights.

What are your Compression Levels? 

  • We identify 4 different levels of compression, which include: 
    • Mild - suitable for low intensity and low-impact activities (ie. walking or yoga) (15-20 mmHg).
    • Moderate - suitable for both low and high intensity activities (ie. running or training) (20-23 mmHg).
    • Firm - suitable for high intensity and high-impact activities (ie. HIIT or cross-fit) (23-25 mmHg).
    • Extra Firm - suitable for recovery and post-activities (25-28 mmHg).
  • For more in depth information click on this link: Compression Technology (2xu.com)

What is different about your Compression compared to other brands?

  • Our manufacturers are certified with international CE/ISO standards for manufacturing quality, including ISO 13485 which is the standard for producing medical grade product.
  • Our innovative PWX fabric is engineered in a powerful circular knit construction ensuring 360 degree stretch support, while being lightweight and providing maximum ventilation to keep you cool and dry between sessions.

What is mmHg? 

  • It is a measurement of pressure using the Salzmann Apparatus* and stands for millimeters of mercury.
    • *Salzmann Apparatus is internationally recognized
      as the leading and technologically most accurate for compression measurements and is also used for medical compression.


Tights and Apparel 

  • Machine wash in cold water with like colours
  • Avoid leaving garments for a prolonged time period in washing machine
  • Do not Tumble dry
  • Hang to dry in a cool shady area away from sun
  • Do not use bleach, fabric softeners or dryer sheets
  • Do not iron

Wetsuits

  • Care
    • Avoid contact with anything abrasive
    • Avoid using in pools with chlorine
    • Avoid petroleum base lubricants such as Vaseline
    • Thoroughly rinse wetsuit after an event
    • Air dry inside-out and keep out of direct sunlight
  • Storage and Maintenance
    • Before storing, carefully check your wetsuit inside and out
    • Get repairs done immediately
    • Hang using a suit hanger
    • Restore flexibility after storage by soaking in bath for a few hours, then air dry
  • For detailed care instructions please click here



Ordering

Which payment methods do you accept?

  • American Express, Apple Pay, Diner's Club, Discover, Google Pay, MasterCard, PayPal, Shop Pay, Venmo and Visa.

Can billing and shipping information be different?

  • The billing and shipping information does not need to be identical, please take care to ensure the shipping address is where you want your order to be delivered.

Why is my promotional code not working? 

  • A promotion code may not work for a variety of reasons including: Code has reached its expiration date, the code has been used before or is for single use only, the user is on the incorrect 2XU website, etc. If you are experiencing problems with any promotional codes please email [email protected] and we will be able to assist with any queries.


Do you offer gift cards?

  • We currently do not offer any gift cards for customers to purchase / redeem online.

Can in store gift cards be used online?

  • Gift cards that were purchased in a 2XU Performance retail store can not be redeemed online.
  • Promotional gift cards and Store Closing gift cards are no longer valid. Please see the Terms & Conditions on the back of the card.
  • For more questions or if you have an unused gift card, please email [email protected] with photos of the front and back of your gift card for the customer service team to assess.

If I live outside Canada can I still shop at 2XU.com?

  • We cannot ship an order internationally from our online Canadian website. If you live outside of Canada you may be able to purchase from one of our international regions. You can find your relevant region in the top right hand corner of the home page or a complete list of our international distributors here.
  • Please be aware that orders placed via third party freight or shipping forwarder to countries outside of Canada are done so at your own risk and safe delivery cannot be guaranteed.


My order hasn't shipped yet, can I cancel or make changes?

  • Our warehouse promptly processes orders to ship out as quickly as possible. We may not be able to make any changes once an order has been placed, so we recommend that you ensure the order is correct at checkout. For any urgent order matters, please email [email protected] and our customer service team will gladly help.


FAQ's

What is the right size for me? 

  • Please use the size charts available to make an informed decision. The size charts are there to assist you to select an appropriate size. We have a various number of different charts for female, male and youth product types. 
  • You can find a relevant size chart on the page of the product you are interested in. The chart is located next to the size grid selection
  • 2XU will do our best to recommend when sizing up or down in a particular style, this is denoted in bold writing on the web page of the product.   


What is the ETA of my order?

  • Standard shipping can take anywhere up to 10 business days, depending what area you live. Our warehouse is based in British Columbia, Canada.

How do I return my product(s)?

  • Please click here and read our returns policy to ensure your item(s) are eligible for return.
  • Returns for online purchases can be made via our Loop returns portal: 2XU Loop Returns. To reduce environmental impact you can re-use the 2XU parcel the goods came in. Place your products inside the parcel and remove the silver strip to engage the parcel's re-usable function. If you have torn open the parcel and can not reuse, you will have to purchase a parcel and this comes at your own cost.

How do I sign up and become a 2XU Crew Member? 

  • Click on this link: Create Account – 2XU  and fill in the form. Once successful an email will be sent to your nominated email address.

Why is my promotional code not working? 

  • A promotion code may not work for a variety of reasons including: Code has reached its expiration date, the code has been used before or is for single use only, the user is on the incorrect 2XU website. If you are experiencing problems with any promotional codes please email [email protected]  and we will be able to assist with any queries.


Get support