delivery and returns

covid-19 notes

it goes without saying, covid-19 has changed the world and our way of life. rest assured, we’re still here, open and ready to deliver! our carriers continue to work hard to offer a safe and reliable service. please consider that delivery delays are possible as a result of the additional safety measures in place to help protect our employees and our customers. we’re so grateful for your support in these challenging times. thank you! #everybodyrun #everybodystaysafe

please note, until further notice, all information and delivery estimates regarding standard and premium shipping have been affected by covid-19. refer to our courier’s websites for most up to date information regarding their services as the situation continues to be monitored. fedex: fedex.com ups: ups.com dhl: dhl.com canada post: canadapost-postescanada.ca.

general shipping information

all orders placed on cieleathletics.com are shipped from montreal, canada. once your order is shipped, you will receive a shipping confirmation and tracking number by email. please allow 1 to 2 business days for our team to process your order before shipping. we do not process any orders on weekends and holidays. 

free standard shipping is included on all orders to canada and the united states. in a rush? opt for premium shipping, it’s our fastest, most reliable service available.

international orders may be subject to duty and customs charges that we are unfortunately not responsible for. locate a ciele athletics retailer near you using our retail map to avoid international taxes and duty fees! 

noticed an error in your order? contact us directly at [email protected] as soon as possible for assistance. please indicate your order number in all communication with our team so we can quickly get back to you. if you have already received a shipping confirmation, we can no longer make any changes to your order. 

bike courier

available as a delivery option in montreal’s downtown area, chasseurs courrier is a rider-run, 100% bicycle powered delivery company. 

if you selected bike courier delivery at checkout, please note that tracking is not available, but you will receive a shipping confirmation via email when your order is picked up from our warehouse by our couriers. typically, orders placed by Sunday are picked up Tuesday and delivered in 24 to 72 hours. orders placed by Thursday are picked up Friday and also delivered in 24-72 hours. 

premium shipping

premium shipping is the fastest and most reliable service we offer. it’s also free on orders over $75 usd / $100 cad to canada, united states, hong kong, south korea, singapore and bermuda. please note we have recently updated our premium shipping provider to FedEx.

destination carrier / service estimated shipping time
Canada fedex economy

ups standard domestic

1 to 3 business days

1 to 5 business days

united states fedex international economy

ups standard international

2 to 3 business days

2 to 6 business days

international dhl worldwide 2 to 5 business days

po box? our premium carriers can only ship to a valid street address. unfortunately, they cannot deliver to p.o. boxes.

standard shipping

all standard shipping order are shipped with our national carrier canada post. once the order arrives in the destination country, canada post hands the order over to the country’s national carrier. use the national carrier’s website to track your order once it has arrived in the destination country for most up to date information about delivery.

destination carrier / service estimated shipping time
canada canada post expedited parcel 3 to 8 business days
united states canada post tracked packet usa 5 to 10 business days
international canada post tracked packet intl 14 to 21 business days

standard shipping to the united states? the united states postal service will deliver your order. track your order on their website usps.com.

customs and duty fees

ciele athletics is a canadian company. all orders placed on our main website cieleathletics.com are dispatched from our distribution centre in montreal, quebec, canada. any international orders outside of canada & the usa are subject to import duties and taxes, as determined by your country. ciele athletics is not responsible for any additional charges that might occur as a result of duty.  shipping charges incurred on your order at check-out do not include duty, import or vat taxes. please consult our delivery and returns page for more important shipping information.

canada & usa: for orders shipped within canada, there are no associated importation or customs fees. orders to the united states are exempt up to $800 usd.

international: as your shipment is coming from canada, all orders outside of canada and the usa may be subject to duty, as they are considered “international”. ciele is not responsible for any additional fees associated with your order, including any supplemental customs, duty or importations fees. please check with your local customs bureau to avoid any unexpected fees upon the arrival of your order.

cancellations

need to cancel your order? if you haven’t yet received a shipping confirmation, it is possible to cancel your order. contact us with your order number and we will help you.  if your order has already been shipped, all merchandise will need to be returned before processing a refund. return shipping costs is the responsibility of the customer.

need to make a change?  contact us as soon as possible with your order number. it is not possible to change your order once it has been submitted, therefore your order will be cancelled upon request. changes include model or colour of a product, removing an item or payment method.

ciele athletics maintains full ownership of the products until full payment has been obtained.

returns and exchanges

if you wish to return or exchange your order, the item(s) must be returned in brand new, unworn condition with all original packaging, tags and inserts within 60 days of purchase. please complete our return/exchange request form here, so we can get back to you with return instructions. make sure to include your order number on all requests for a quick turnaround.

ciele athletics is not responsible for the shipping costs associated with your return or exchange. the goods are your responsibility until they reach our warehouse. please ensure you pack the return safely to prevent any damage to the products. if your return arrives with signs of damage or wear and tear, your return will be subject to review.

we want our customers to receive high-quality products. if there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service at [email protected] with your order number and as many details as possible, and any photos if necessary.

million miles guarantee

our products are guaranteed by our million miles warranty for any manufacturing defects. if something is wrong with your product, please submit a warranty request here.

your claim will be reviewed by a member of our team and you will be contacted with further information. if you have purchased from one of our ciele athletics retail partners, you’ll simply need to proceed directly with your point of purchase for warranty assistance.