frequently asked questions
orders
Orders placed on cieleathletics.com are shipped from Montreal, Canada. Please allow 1 to 2 business days for us to pick, pack, and ship your order. You will receive a shipping confirmation once your order ships.
Didn't receive an order confirmation or shipping confirmation? Check your junk folder, or contact us to ensure we have your correct email address.
Hit send too fast? Please contact us within 2 hours of placing your order to request a cancellation. We will do our best to catch your order before it ships.
Modifications, such as adding or removing an item, switching styles or sizes, are not possible once the order is submitted.
If you would like to request a cancellation, please contact us within 2 hours of placing your order.
Your order history can be found within your account under the “my orders” tab.
You can directly access your order history at ca.account.cieleathletics.com/orders.
shipping
In order to receive your order before dec 25th, please respect the following cutoff dates:
Standard shipping: dec 10th
Premium shipping: dec 18th
Please allow 1 to 2 business days for order processing in addition to the shipping times listed.
Premium shipping. The fastest and most reliable service we offer. It’s also free on orders over $150 CAD to Canada / 140 USD to the US.
- Shipping to Canada: FedEx Economy / 1 to 3 business days
- Shipping to the US: FedEx International Economy / 2 to 3 business days
- Shipping international: DHL Worldwide / 2 to 5 business days
PO Box? Our premium carriers cannot deliver to a PO Box. Please enter a valid street address when opting for premium shipping, or select standard shipping.
Standard shipping. Free standard shipping is offered on orders over 100 CAD to Canada / 90 USD to the US.
- Shipping to Canada: Expedited Parcel / 3 to 8 business days
- Shipping to the US: Tracked Packet USA / 5 to 10 business days
All standard shipping orders are shipped from Montreal with Canada Post. Once the arrived in the destination country, Canada Post hands the order over to the country’s national carrier. For the US, use the tracking number provided on usps.com for most up to date information
Ciele Athletics is a Canadian company. Orders placed on cieleathletics.com and ca.cieleathletics.com are shipped from our distribution centre in Montreal, Canada. International orders outside of Canada are subject to import duties and taxes, as determined by your country. We are not responsible for any additional charges that might occur as a result of duty. The shipping charges incurred at check-out do not include duty, import or vat taxes.
USA: Orders of 800$ CAD or less are exempt of duty fees.
International: International orders may be subject to duty and customs charges that we are not responsible for. Check with your local customs bureau to avoid unexpected fees.
Locate a retailer near you to avoid international taxes and duty fees.
returns
Items purchased on cieleathletics.com can be returned for refund, exchange, or store credit within 30 days of receiving your order. All items must be returned in brand new condition with no signs of wear, and with all tags and inserts attached in their original position.
Shoes must show no sign of wear on the upper, mid, or outsole and be free from scratches or marks of any kind. All stickers, tags and inserts must be attached in their original location.
We offer returns $12 flat rate return labels to the US and Canada. The fee is waived if you opt for an exchange or store credit. We do not offer prepaid return labels for international returns.
Our products are made in limited quantities. Returned items are inspected upon arrival for signs of wear. A return that does not meet our requirements is subject to refusal.
Once the return is received and approved, the refund, exchange or store credit will be processed.
Refunds are made to the original payment method and take 2 to 5 days to be reflected on your bank statement.
You will be notified of any updates regarding your return.
warranty
If at any point you have an issue with your Ciele Athletics™ item please contact us to see how our million miles guarantee applies.
We may invite you to return your item for repair, replacement or store credit. In return, we ask that you take good care of it and if no longer using it, reinvent, donate, trade, or recycle it.
Please note the million miles guarantee does not cover accidental damage or negligence.
All joint adventure products are covered by the manufacturer's warranty and fall outside of our million miles guarantee. Shoes, glasses, and socks are joint adventures manufactured by trusted partners. We enforce their warranty policy.
An item purchased from one of our retailers is covered by the guarantee. Proceed directly with your point of purchase for assistance.
payment
The currency listed is location based. (CAD) in Canada, (GBP) in United Kingdom, (EUR) in Europe and (USD) for the US 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.
didn't find your answer?
if the information in the sections above doesn't answer your question, feel free to send us an email.