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  • FAQ

    Q: Where is my package ?

    A: With delays in carrier networks, here are a few tips!

    • Check your shipping confirmation and sign up for text alerts for updates on the progress of your package.
    • All carrier networks are experiencing delays with significant shipping volumes across the country.
    • Your package may not show progress, scans, and updates for several days.
    • You can also track your package on our website https://www.17track.net
    • Before contacting Customer Care regarding your package, please check the status of your package to ensure the expected delivery date has passed.

    Q: How long does shipping take ?

    A: 10 – 15 days for customers in United States, Canada, United Kingdom, Australia and New Zealand.

    Q: Do you ship internationally besides United States, Canada, United Kingdom, Australi and New Zealand ?

    A: Please contact shipping@citilash.com to confirm if we can ship to your area.

    Q: What is your return policy ?

    A: We just want you to love it! Return anything, anytime for any reason. 30 day warranty.

    For instructions on how to make a return, email us at returns@citilash.com.

    Q: Having troubles checking out ?

    A:

    If you are getting a credit card error at checkout:

    • If you are a registered customer, try logging out of your account, logging back in, and then proceeding through checkout
    • If you have a saved credit card, try entering your credit card number manually

    If you can’t get past the shipping and billing pages to check out:

    • We recommend using a Chrome browser
    • Due to high volumes, processing to the next step may take a few tries. Please try again.
    • If you are a registered customer, log out and then log back in
    • Clear your cache and cookies (on a computer, try ctrl + shift + delete. If you are on mobile, check your app settings and device settings)

    If you haven’t received an order confirmation, please be patient. Due to high volumes, order confirmations take longer to receive. You should receive within 24 hours. Please check your online account for order information.

    Q: What if my package is late or lost ?

    A:

    COVID-19 UPDATE: Due to extremely high volume in the delivery carrier network, there may be delays in receiving you order. We appreciate your patience.

    Is your delivery running late? We ask that you wait four additional business days beyond your Expected Delivery Date. If your package still has not arrived by that time, please contact us.

    Didn’t receive your order? We ask that you please allow two additional business day past the delivered scan as the carrier may have accidentally scanned the delivery too early. If your package still has not arrived, please contact us.

    NOTE: Please be sure to check around for your package; some carriers leave packages in hidden places so it cannot be seen from the street. Check to see if someone else, like a neighbor or an Apartment Office Manager, accepted delivery on your behalf.

    Q: What if my item arrives damaged ?

    A: We’re sorry to hear your item arrived damaged. Please contact us so we can make it right.

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