Save up to 50% off select SUMMER goods

FAQ

PAYMENT INFORMATION

Citizen Goods accepts the following forms of payment:

  • Visa
  • MasterCard
  • PayPal
  • Applepay

Your card will not be charged until your order has been shipped. If an item is not available, we will not charge you for it.

 

SHIPPING & HANDLING

It takes 1-2 business days for processing all online orders Monday - Friday, excluding holidays.  All orders are processed the first business day for all Saturday, Sunday or holiday purchases.  We offer tracking on all orders unless otherwise noted, your tracking number will be emailed to you after your item has been processed.  All orders over $500 require a signature.  All shipping rates are listed in Canadian dollars. On international orders all duties, customs and taxes incurred are the responsibility of the customer. If you require any additional information regarding duties, customs and taxes in your country, please contact your local customs office.

Canada: 

We offer free shipping on all orders over $150 (before applicable taxes) within Canada, we use Canada Post ground service for this option.

United States: 

We offer free shipping on all orders over $150 (before applicable taxes) to the United States, we use Canada Post ground service for this option.  

International Orders:

We offer shipping services from FedEx, Canada Post & DHL for all International orders. Some orders may experience customs delays. Unfortunately, we have no control over these charges or delays and cannot predict what they may be. We suggest that you contact your local customs office for additional information. Shipping promotions do not apply to international orders. You are responsible for import duties and taxes on your international order. 

Please Note:

  • Currently we can only ship your order to one location.
  • In the event of merchandise damage or loss during transit, it is your responsibility to file a claim with the carrier.
  • If you refuse any shipments from Citizen Clothing, you are responsible for the original shipping charges, any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to us. This amount will be deducted from your refund.

 

RETURNS & EXCHANGES

Please note: This Return Policy is for ONLINE ORDERS ONLY and does not apply to in-store purchases. For our in-store policy, please refer to the information printed on your merchandise receipt or contact the store directly.

We want you to be fully satisfied with your purchase from us. If you need to return an item, please note that all items must be returned in the condition that they were received - Not Worn, Altered or Washed, and with All Tags Attached.

If these conditions above are met, and the item is in perfect re-sellable condition, you can return regular priced merchandise within 14 days from date of delivery for a full refund or exchange. We do not refund shipping charges.

Refund On-Line:

The cost of the returned item(s), including sales tax, will be credited to your original form of payment. Once your package has been received by us, your refund will be processed within 10 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Allow up to two billing cycles for a refund to appear on your credit card statement.

Exchanges:

Exchanges are processed as a new order. Your original form of payment will be refunded and then charged for the exchange. Exchanged items will be dispatched after the returned goods have been received and undergone a quality control check.

Return In-Store:

Returns/Exchanges are accepted in our store location. Please provide the invoice that was included in your package, so we can process your return.

We accept in-store returns in exchange for a store credit equal to the refunded amount. No cash refunds are given at any store. This store credit can only be redeemed in-store and will not be valid for online purchases.

Need to exchange size or colour of your purchased item? You can make an even exchange in-store. Please contact the store by phone or email info@citizenclothing.ca prior to your visit, to ensure that the replacement item is available at the store. 

Final Sale:

Final Sale items cannot be returned or exchanged. If we receive a returned Final Sale item or items, the package will be returned to you, we will notify you via email, and you will not receive a refund.

The following categories are Final Sale:

  • All Sale Items
  • Intimates
  • Gifts with Purchase
  • Apothecary
  • Accessories
  • Grooming products
  • Gift Cards

Shipping Charges:

We do not refund shipping and handling charges, and you are responsible for all shipping costs on merchandise being returned to us.

Defective Merchandise:

If you believe that you have received defective merchandise, you must notify us within 3 days of receiving the product to be eligible for a refund. There are no exceptions.

Incorrect Merchandise:

If you were shipped incorrect merchandise (style, colour, size, etc.) please notify us within 3 days of receiving the product to be eligible for a refund. We will pay for the return shipping for incorrectly filled orders.

Footwear:

We do not accept returns or exchanges on shoes that are scuffed, marked, or worn.  The box that the shoes came in must be intact and not damaged. Footwear returns and exchanges must include the original designer shoe box, undamaged and free of postal labels. Footwear returns without the original designer packaging will not be accepted. 

Sizing:  For sizing charts and information go here.

 

ORDER STATUS

You can always check the status of your order by signing in to your account. We will be happy to make any changes to your order if you contact us before it has been processed.

 

ONLINE PROMO CODES

Online promotional codes cannot be used on in-store purchases. Offer cannot be combined with other discounts or offers. No adjustments on previous purchases. Offer subject to change without notice. To redeem online, enter promo code at checkout.

 

CANCELLED ORDER

Cancelled orders happen. If your order status changes to "cancelled", we will contact you within 48 hours.

Situations where an order can result in your order being placed "cancelled":

  • Out of Stock and No Reorder Available. On occasion, we run out of items that are no longer available for reorder.
  • Credit Declined. If your credit card is declined, we cancel the order.

If you cancel your order before status has been changed to "Shipped", your credit card will not be charged.

Please note if you cancel your order after it has been shipped, your credit card has already been charged and you will need to complete a return. 

 

FRAUD PREVENTION AND SECURITY REVIEW

To prevent fraud, if you provide information that does not match the information held by your credit card company, your order will be flagged by our system with a security review alert. If this occurs, a customer service representative will email you to verify additional information. If you do not respond within 3 business days, the order will be cancelled automatically. Merchandise in an order that is pending security review is not reserved and can be purchased by other customers. To avoid this situation, please take care in entering your credit card information at checkout.