frequently asked questions

orders

All of your Ciele Athletics online orders can be found within your account under the “my orders” tab.

You can directly access your order history at cieleathletics.com/my-account/orders.

Hit send too fast?

Order cancellations are possible as long as the order hasn’t left our warehouse. Please request a cancellation at cieleathletics.com/contact-us within 2 hours of placing your order to ensure we’re able to cancel it in time. We will confirm via email once the cancellation is completed.

Modifications, such as adding or removing an item, switching sizes, colourways or models, are not possible once the order is submitted. If you would like to make a change to your order, please request a cancellation as soon as possible at cieleathletics.com/contact-us.

If you noticed an error in your delivery address, or if any important information is missing, please reach out to us to request a shipping address update. We’ll do our best to get your item redirected to where it needs to go. If you’ve chosen to ship your order with Canada Post/United States Postal Service, we won’t be able to redirect it once it’s left our warehouse.

payment

Pricing is location based, (CAD) in Canada, (GBP) in United Kingdom, (EUR) in Europe and (USD) for the Americas and the rest of the world. We accept Credit Cards via Stripe and Paypal. PayPal is the faster, safer way to send money, make an online payment, receive money or set up a merchant account. PayPal is a global e-commerce business allowing payments and money transfers to be made through the Internet. Online money transfers serve as electronic alternatives to paying with traditional paper methods, such as checks and money orders.

To help ensure that your shopping experience is safe, simple and secure Ciele Athletics Inc uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled, you will see a padlock at the top of your browser. You can click on the icon to find out more information regarding the SSL digital certificate registration.

If the location (URL) field at the top of the browser starts with ‘https:’ instead of the normal ‘http:’ you’ll know that you are in secure mode.

shipping

All orders placed on cieleathletics.com are shipped from Montreal, Canada. Once your order ships, you will receive a shipping confirmation with a tracking number via email. Please allow for 1 to 2 business days for order processing. Please note, we are unable to process orders on weekends and holidays.

Free standard shipping is included on orders to Canada and the United States above 75 USD (100 CAD) . In a rush? Opt for premium shipping, it’s our fastest, most reliable service available.

Please allow 1 to 2 business days for order processing in addition to the shipping times listed below when determining which method is best for you.

International orders may be subject to duty and customs charges that we are unfortunately not responsible for. Locate a retailer near you to avoid international taxes and duty fees.

bike courier

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

Please note that tracking is not available with bike courier deliveries, but you will receive a shipping confirmation via email once your order is on its way.  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 $150 USD / $195 CAD to Canada, United States.

destination carrier / service estimated shipping time
Canada FedEx Economy 1 to 3 business days
United States FedEx International Economy 2 to 3 business days
International DHL Worldwide 2 to 5 business days

PO Box? Our premium carriers cannot deliver to a PO Box. Please enter a valid street address when opting for premium shipping.

standard shipping

All standard shipping orders 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 your national carrier’s website to track your order once it has arrived in the destination country for the most up-to-date information. For the US, use your tracking number on usps.com.

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

Ciele Athletics is a Canadian company. All orders placed on cieleathletics.com are shipped from our distribution centre in Montreal, Canada. Any international orders outside of Canada are subject to import duties and taxes, as determined by your country. We are not responsible for any additional charges that might occur as a result of duty.  The shipping charges incurred at check-out do not include duty, import or vat taxes.

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 CAD.

international: Please check with your local customs bureau to avoid any unexpected fees upon the arrival of your order.

returns & refunds

All products purchased on cieleathletics.com can be returned for refund within 30 days of receiving your order. Products must be returned in brand new, perfect condition with no signs of wear and with all tags and inserts attached in their original position to be eligible for a refund. We encourage you to reuse the original packaging for your return.

Shoe returns. Shoes can be returned for refund within 30 days of receipt. They must be returned in perfect condition with no sign of wear on the upper, mid, or outsole and free from scratches or marks of any kind. All stickers, tags and inserts must be attached in their original location. 

Our products are made in limited quantities. All returned items are inspected upon arrival for signs of wear. If a return does not meet our requirements, the refund is subject to refusal. 

Exchanges? If you prefer a store credit over a refund, please select the option on your return request to receive a gift code instead of a refund.

We are not responsible for return shipping and the potential cost associated, so we invite you to return your order using your preferred shipping method.

Ready to request a return? Submit a return request at cieleathletics.com/contact-us

All products purchased on cieleathletics.com can be returned for refund within 30 days of receiving your order. Products must be returned in brand new, perfect condition with no signs of wear and with all tags and inserts attached in their original position to be eligible for a refund. We encourage you to reuse the original packaging for your return to reduce waste.

Shoe returns. Shoes can be returned for refund within 30 days of receipt. They must be returned in perfect condition with no sign of wear on the upper, mid, or outsole and free from scratches or marks of any kind. All stickers, tags and inserts must be attached in their original location. 

All returned items are inspected upon arrival. If a return does not meet our requirements, the refund is subject to review. 

Once the return is received and approved, the refund will be processed via original payment method and an email confirmation will be sent to your inbox. Please allow 2 to 5 business days for the refund to be reflected on your bank statement.

warranty

Our products are built to last. If at any point you have an issue with your Ciele Athletics™ product please reach out to us to see how our million mile guarantee applies. If your product is applicable, we invite you to return it to us for repair or replacement or store credit. In return, we ask that you take good care of it and if you’re no longer using it, reinvent it, donate it, trade it or recycle it.

The million miles guarantee does not cover accidental damage, normal wear-and-tear, or excessive use.

All joint adventure products are covered by the manufacturer’s warranty and fall outside of our million miles guarantee. As an example, shoes, glasses, and socks are joint adventures manufactured by our partners. 

If you purchased your item from one of our retail partners, you’ll simply need to proceed directly with your point of purchase for warranty assistance.

All products must be returned in clean condition for the health and safety of our team processing warranty returns. 

If you would like to initiate a warranty request, reach out to us at cieleathletics.com/contact-us. We will review your request and contact you with next steps.

All joint adventure products are covered by the manufacturer’s warranty and fall outside of our million miles guarantee. As an example, shoes, glasses, and socks are joint adventures manufactured by our partners. 

If you purchased your item from one of our retail partners, you’ll simply need to proceed directly with your point of purchase for warranty assistance.

All products must be returned in clean condition for the health and safety of our team processing warranty returns. If you would like to initiate a warranty request, reach out to us at cieleathletics.com/contact-us. We will review your request and contact you with next steps.

question

in the case you did not find the right information in the sections above, feel free to send us an email using the form here.