Delivery & Returns

COVID-19 Update

It goes without saying, COVID-19 has changed the world and our way of life. But rest assured that we’re still here, open and ready to deliver for you. Postal services around the world are considered essential services and our entire team is complying with all safety measures to ensure a safe workplace. What can you do?

Opt for premium shipping if you’re in a rush. We strongly recommend, for a small surcharge or free on orders of $75 USD or more, that you choose our premium shipping with FedEx. This is the fastest service available. Any non-premium shipments are delayed by an average of 2 – 4 weeks, depending on your location (Canada/ USA/ International).

Ensure your shipping details are correct. Our team wants to ensure your package arrives where it should. Before submitting an order, take a moment to verify your contact & shipping details to avoid any delays or delivery errors.

Need to return or exchange? No problem! We’re still accepting all returns and exchanges by mail. We’re offering an additional grace period to our 60 days returns policy, to ensure you can proceed to ship your return or exchange when you feel safe to do so.

To help our team, always include your order number on all e-mail communication and be as detailed as possible in your request. This will help us answer your query quickly! All requests will be answered within 1-3 business days.

Thank you for continued support! Everybody Run.

General Shipping Information

All packages are sent from our warehouse in Montréal, Quebec, Canada.

After placing an order, allow 1-2 business days for it to be processed and shipped. Our distribution centre is closed on weekends & holidays.

Free shipping is included on all orders within Canada and U.S.A.

Made an error on your shipping address? Contact us as here or directly at [email protected] soon as possible with your order number for assistance.

Premium Shipping

If you’re looking for the fastest and most reliable shipping option, choose “premium shipping” at checkout to have your package sent with FedEx Economy Express Shipping .

  • Canada: Delivery in 1 to 3 business days to most metropolitan areas.
  • USA: Delivery by 8pm on the second business day.
  • International: Delivered to most* International destinations within in 2 to 5 business days.

 

All orders to Canada, USA & International destinations* over $75 USD will unlock a free premium shipping option to be selected at checkout. If your country is not listed below, please refer to the Standard Shipping section.

 

*The following countries are eligible for FREE PREMIUM SHIPPING shipping on orders of $75 USD or more :

Hong Kong, Singapore, South Korea, Austria, Belgium, Denmark, Finland, France, Germany, Hungry, Iceland, Ireland, Italy, Luxembourg, Malta, Netherlands, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom. If your country is not listed above, standard international shipping rates apply, and tracking is subject to availability.

*Please note that all international deliveries may be subject to import taxes & duties, of which Ciele Athletics is not responsible for. Please inquire with your local post office for more details on the limits and regulations of national import fees.

N.B: Premium shipments with Fedex cannot be dispatched to PO Boxes.

Standard Shipping

All shipments, unless otherwise stated, will be shipped using the standard national carrier. All packages with standard shipping leave our distribution centre with Canada Post. Once your package has left Canada to an international destination, please use the same tracking number with your country’s mail carrier.

The following delivery guidelines:

  • Canada:  Delivery within 3 to 8 business days
  • USA: Delivery within 5 to 10 business days
  • International: Delivery 14 to 21 business days*

If your order is being sent within the USA, use the tracking number provided with USPS at www.usps.com for the most accurate, up-to-date information.

*Please note that all international deliveries may be subject to import taxes & duties, of which Ciele Athletics is not responsible for. Please inquire with your local post office for more details on the limits and regulations of national import fees.

** If you’re located in a country that doesn’t currently have tracking available with Canada Post (“Airmail- Untracked”), please contact our service team at [email protected] to inquire about the different shipping options.

Import Fees/Duties

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: Your order may be subject to international importation tariffs. Unfortunately, we are 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.

If you’re unsure about import customs and duties, consult our Retailer Map to visit an international stockist close to you!

Cancellations

Need to cancel your order? If you haven’t yet received 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 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.

Return Policy

If you wish to return your order, your cap must be returned in new, unworn condition with all original packaging, tags and inserts within 60 days of purchase. Ciele Athletics is not responsible for the shipping costs associated with your return. 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 including as many details as possible, and any photos if necessary.

Million Miles Guarantee

Our caps are guaranteed by our “Million Miles”  warranty for any manufacturing defects.  If something is wrong with the product, please contact us here or directly at [email protected] with your original order number and photos documenting the issue. Your claim will be reviewed by a member of our team and you will be contacted with further information. If you have purchased a cap from one of our Ciele Athletics retail partners, you can contact your shop directly for warranty assistance.