Question covid-19 notes
Answer

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.

Question where does my order ship from?
Answer

all orders ship from montreal, canada. for more shipping information, please consult our delivery and returns page.

Question will i have to pay taxes and duty fees?
Answer

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.

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?
Answer

you will receive a tracking number along with your shipping confirmation 1 to 2 business days after placing your order.

if you opted for standard shipping, track your order with your 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 up-to-date information. for the united states, visit usps to track your order once it arrives in the country.

if you opted for premium shipping, track your order with your FedEx, UPS or DHL tracking number received via email.

if you have any issues tracking your item, or did not receive an order confirmation from us, please request additional tracking information through our support page.

Question currency
Answer

pricing is location based.

cad in canada and usd in the united states and rest of the world.

Question how do i unlock free premium shipping?
Answer

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. simply select free premium shipping at checkout!

Question how long will my order take to arrive?
Answer

once you submit your order, please allow 1 to 2 business days for us to pick and pack your order. once it ships, you will receive a shipping confirmation email along with a tracking number. at that moment, the following shipping times apply. please note we have recently updated our premium shipping service to FedEx.

premium shipping

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

standard shipping

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

Question how do i care for my gear?
Answer

if your gear needs a wash, feel free to machine wash in cold water and hang to dry.

like other sportswear, our beanies, caps and t-shirts should avoid any contact to heat. for the longevity and care of your gear, please refrain from putting these items in the dryer.

for all night right caps, the reflective pattern and 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 or exchange my purchase if i don't love it?
Answer

if you’d like to return or exchange your purchase due to a style, fit or sizing issue, let us know within 60 days of your purchase by completing our return/exchange request form on our support page. make sure to include your original order number for a speedy reply!

please note that only items in brand new condition, with tags and inserts attached, will be accepted for refund. if you’d like to exchange your item, we’ll provide an exchange voucher upon reception of your item(s).

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 to assure you that you’re purchasing outstanding running gear that’ll last for a million miles.

if you’re experiencing an issue with your gear, please fill out our warranty request form on our support page. please include your order number and a photo documenting the issue for a speedy turnaround. we’ll respond to your request by email with follow-up instructions in 1-3 business days.

for more specific details please refer to tabs at the bottom of this page.