Question 1

Do you ship all over the world?

Accepted Answer

We currently ship to Canada, the United States, and select international destinations.Shipping availability may vary depending on the destination and applicable customs or import regulations. Available shipping options and rates will be displayed at checkout.

Question 2

Can I ship to a PO box?

Accepted Answer

We currently do not ship to PO boxes.If you have already placed an order that has a PO box address set as the delivery address, your order will be delayed and/or rejected if we do not receive a timely response. Please contact us at support@ciennabrooklyn.ca if we have not contacted you yet and include the following:
1) Full name and order number
2) Original shipping address (PO box address)
3) New shipping address (NOT PO BOX)
Please note: To change a shipping address you must email us from the same email address that was listed in the original order. We will not accept any address changes from an email address that was not associated with the original order.

Question 3

How long does order processing take?

Accepted Answer

Orders are typically processed within 2–4 business days, excluding weekends and holidays.Processing time is separate from shipping time. During sales, holidays, product launches, or other busy periods, processing may take a little longer.Once your order has shipped, you will receive a shipping confirmation email with tracking information when tracking is available.

Question 4

Can I track my order?

Accepted Answer

Yes! Once your order has shipped, you will receive a shipping confirmation email with a tracking link when tracking is included with your selected shipping method.Please allow up to 48 hours for tracking information to become active or for the first tracking update to appear.

Question 5

When can I expect my order to arrive after it ships?

Accepted Answer

Estimated standard shipping times are:Canada & USA: 5–10 business daysInternational: 10–20 business daysThese are estimated delivery times and are not guaranteed. Actual delivery times may vary due to the shipping carrier, customs processing, weather, holidays, or other circumstances outside of our control.Expedited shipping options may be available at checkout.

Question 6

Are there customs, duties, or other fees?

Accepted Answer

International orders may be subject to customs fees, duties, taxes, or other charges imposed by the destination country.Customers are responsible for any customs fees, duties, taxes, or other charges associated with receiving an international order.CIENNA BROOKLYN does not control these charges and is not responsible for delays caused by customs processing or inspections.

Question 7

What should I do if my package is marked as delivered but I haven't received it?

Accepted Answer

First, check with household members, neighbours, your building's mailroom or reception area, and any safe locations around your property.If you still cannot locate your package, contact the shipping carrier or your local post office using the tracking information provided.Because delivery confirmation is provided by the carrier, CIENNA BROOKLYN is not responsible for packages that are lost or stolen after the carrier confirms delivery.

Question 8

What happens if my package is lost or stolen?

Accepted Answer

If your package appears to be lost while in transit, please contact the shipping carrier using your tracking information. We will do our best to assist where possible, but carrier investigations and claims are subject to the carrier's policies and procedures.If the carrier confirms that your package was delivered, but you cannot locate it, please follow the steps outlined above.CIENNA BROOKLYN is not responsible for packages that are lost or stolen after confirmed delivery.

FAQS

Frequently Asked Questions