Question Covid-19 Update
AnswerIt 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.

Question Where does my order ship from?
AnswerAll orders ship from Montréal, Québec, Canada.
Question Will I have to pay Duty/Import fees on my purchase?
AnswerCiele Athletics is a Canadian company. All orders placed on our main website www.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.

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.

Question How can I track my shipment?
AnswerIf you opted for free, standard shipping at checkout, you will be sent a Canada Post tracking number. Once your package has left Canada, you can use the same tracking number on your national postal service providers website to receive the most accurate, up-to-date information.

If you are in the USA, please track your package at USPS for the most up-to-date information on your order.

Other Countries:

USA: https://www.usps.com/

Germany: https://www.deutschepost.de

England: https://www.royalmail.com

France: https://www.laposte.fr/

All orders placed with Fedex Premium Shipping can be tracked at https://www.fedex.com/

 

If you have any issues tracking your item, or do not receive a order confirmation from us, please email our Customer Support directly at [email protected]

Question Currency
AnswerPricing is location based : (USD) for the Americas and the rest of the world, except (CAD) in Canada, (GBP) in United Kingdom and (EUR) in Europe.

Question How do I ``unlock`` free premium shipping?
AnswerIf your order is over $75 USD, you will qualify for free premium shipping to Canada, USA & select International countries. Please be sure this option is highlighted at checkout.

The following countries* are eligible for FREE PREMIUM SHIPPING shipping for 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 rates apply. We strongly recommend opting for FedEx Premium shipping at check-out.

Question How long will my order take to arrive?
AnswerOnce your order has been dispatched:

Premium 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.

Standard Shipping

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

** 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 and delivery time estimates.

Question How do I care for my cap?
Answer

If your cap needs a wash, feel free to throw in the washing machine on cold and hang to dry.

Like other sportswear, our beanies and caps should avoid any contact to heat. For the longevity and care of your cap or beanie, please refrain from putting these items in the dryer.

For all Night Right caps, the reflective pattern & details are there to keep you safe in the dark. Due to the special nature of this reflectivity, we recommend hand washing your cap only when necessary, to preserve the caps unique features.

Question Can I return my purchase if I don't love it?
Answer

No problem! If you’d like to return your purchase due to a style, fit or sizing issue, let us know within 60 days of your purchase via our contact form or directly at [email protected] with your original invoice number. Your item must be in brand new, unworn condition to be accepted for a refund.

If you’re looking to exchange your purchase, use our contact form to request an exchange. Please be sure to include your order number in your request for a speedy turn-around!

Please note that all return shipping costs associated with returns & exchanges are the responsibility of the customer.

Question My purchase isn’t performing as expected... What can I do?
Answer

We’re sorry to hear your item isn’t performing! We created our million miles guarantee you’re getting an outstanding product. If you’re experiencing an issue with your purchase, please use our contact form to describe any issues related to your cap, and you will receive a follow-up email with further instructions for our warranty program.

When reaching out, please include your original order number and any photos documenting an issue to [email protected]

For more specific details please refer to content specific tabs at the bottom/footer of this page.