Returns Policy

Fewer returns =
lower costs for us =
lower prices for you

That’s pretty much the whole idea.

Our Approach to Returns and Product Pricing

We know you’re used to the norm of “free returns on all orders,” but our approach is different, and the reasons for this are simple: our policy delivers more value to customers, encourages conscious consumption, and plays a huge role in enabling us to offer premium products at better prices.

First Garment Guarantee
First time trying our products? Just order 1 unit first and try it out risk free. If it doesn’t work out, return or exchange it for free (Canada orders only)

List of all product lines;

1. Underwear - all underwear fits (Standard, Athletic, Longer), styles (boxer brief, Paradise pocket, trunk, brief, boxer) and fabrics are considered the same product line.

2. Performance Dress shirt and the Performance Short Sleeve Button Up in all styles, fits and fabrics are considered the same product line

3. Essential V Neck and Crew Neck in all styles, fits and fabrics are considered the same product line

4. AirWeight undershirt - High V and Deep V are considered the same product line

5. All socks in any fit or style are considered the same product line

6. Contender Training Shorts and Heavyweight Training Shorts are considered the same product line

7. The Limitless Performance Chino

First time US orders

If it's your first time trying any product line, just order 1 unit first - if you don't absolutely love it within 30 days, reach out to hello@allcitizens.com and we’ll process a free return or exchange no questions asked.

Note: All underwear fits, fabrics and ranges are considered the same product line

Example #1: Order 1 pair of Classic Standard Fit Boxer Briefs + 1 pair of socks + 1 Performance Dress Shirt - all 3 items are covered with a free return or exchange
Example #2: Order 1 pair of Classic Standard Fit Boxer Briefs + 1 pair of Paradise Pocket Athletic Fit Boxer Briefs - none of the items are covered under the First Garment Guarantee and are instead covered by the Feel Good Guarantee. Both items must be returned unopened and still in their original packaging.

Canada orders only. All international orders are covered under the Feel Good Guarantee.

Want a $5 refund on the shipping cost?

Place a second order of $80 or more within 15 days of your original order and we’ll refund $5 of the shipping cost on your 1st order!

And if you want a discount as well, we have a Drawer Refresh Upgrade where we’ll apply a discount to both of your orders as well as refund $5 of the shipping cost.

Just leave a note on your order saying “Refund shipping on 1st order” or “Apply Drawer Refresh Upgrade” and we’ll get that processed for you.

*T&Cs apply
Feel Good Guarantee
When ordering 2 or more units from the same product line, all items skip the First Garment Guarantee and are covered under the Feel Good Guarantee instead.

Note that all underwear fits (Standard, Athletic, Trunk), fabrics and ranges (Classic, Ball Pocket) are considered the same product line.

But don't worry, we have a very accurate fit guide that usually gets it right the first time. Unlike other products, underwear and socks cannot be resold once worn due to hygiene and health code policies. Because of this, we can only process a refund for 1 pair of underwear and socks that have been taken out of their packaging.

Repeat orders and international (non-Canada) orders

We accept returns and exchanges within 30 days of purchase for all items that are unopened, still in their original packaging and have not been tried on, washed or damaged.

To start a return or exchange, please email us at hello@allcitizens.com and we’ll be happy to help. We’ll provide a return shipping label and deduct the return label cost, the original shipping and fulfillment cost borne by All Citizens and a $7 restocking fee from the refund.

*T&Cs apply

Terms and Conditions

Due to health code regulations and hygiene concerns, company policy and the intimate nature of underwear, we cannot accept returns or issue a refund if the underwear has been tried on or taken out of its individual package (excluding your first pair). We reserve the the right to refuse any returned underwear garment which we believe to be worn. Any questions on product, fit, material or other, please email hello@AllCitizens.come and we’ll be happy to help

All underwear fits (Standard, Athletic, Longer, Trunks, Briefs, Boxers, etc) , fabrics (Re:Luxe, Luxe, EcoSilver, Compression, etc) and ranges (Classic, Paradise Pocket, etc) are considered the same product line. We recommend only purchasing 1 item from a product line first before committing to a larger order. Orders which contain multiple units of the same product line (e.g., multiple sizes, fits, ranges and/or colors of any pair of underwear) don't qualify for the First Garment Guarantee and are covered by the Feel Good Guarantee instead.

Shipping charges on the original order will not be refunded.
Please allow 14 days to process the return and provide a refund once we receive the returned package (please note that during more pressing times, such as during the COVID pandemic, return processing times may be delayed up to 21 days due to reduced capacity and headcount - thank you for your patience on this during these trying times)

Gift Cards are non-refundable.

Returns or exchanges due to an error on All Citizens's part will be handled on a case-by-case basis

All international orders are subject to the Feel Good Guarantee (the First Pair Guarantee does not apply to international orders) - all returned items must be unopened, still in their original packaging and not worn or tried on. Return shipping and any duties or taxes are the responsibility of the customer

For boxer briefs - we will process an exchange from a Standard Fit to an Athletic Fit boxer brief and vice versa, but will not process an exchange from a Standard Fit or Athletic Fit to the Longer Fit Boxer Brief

For boxer briefs and socks - we will process an exchange to a different size in the same color but will not process exchanges to a different color

Under the First Garment Guarantee, the Variant 2 boxer briefs cannot be exchanged for non-Variant 2 boxer briefs

If an order contains a single item from different product lines (e.g., 1 V neck t shirt, 1 dress shirt and 1 short sleeve button up), and it is the customer's first time trying all of the different product lines, all items in that order are eligible for returns and exchanges under the First Garment Guarantee

In the case where an order contains multiple items from a single product line as well as a single item from a different product line (e.g., 2 dress shirts and 1 V neck t shirt), and it is the customer's first time trying all of the product lines in this order, only the single item is eligible for free returns and exchanges (e.g., the 1 V neck t shirt in this example). The free return and exchange from the single item cannot be extended to the multiple items from a product line (e.g., the 2 dress shirts in this example)

After your first garment from a product line, all subsequent garments being returned or exchanged must be in their original product packaging and has not been opened, washed or worn. If we receive a returned garment with product packaging that has been opened, the item will be discarded/disposed of and a refund will not be issued for this item. All Citizens maintains the right to reject any returned items which we believe have been opened, are not in their original packaging, or have been tried on*, washed, damaged or altered in any way

All Citizens does not take responsibility for any products lost during the return shipping process. If you have any issues with the delivery of your package, please contact the carrier for a resolution.

All Citizens is not able to resolve shipping problems after delivery. All items purchased from AllCitizens.com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to the customer upon our delivery to the carrier. Please ensure that your selected shipping address provides a secure location for your order.

For packages which are unable to be delivered and are returned back to our warehouse, we will refund your order and subtract the shipping and fulfillment costs borne by All Citizens will be deducted from the refund. Please ensure your shipping address is accurate to avoid failed deliveries.

For purchases made using Bitcoin or other crypto currencies: due to the fluctuating prices of crypto currencies, we are only able to provide the USD equivalent of your original order for your return.

Please email hello@AllCitizens.com if you have any questions.

Think our approach to returns is unusual?
See below to find out how our policy delivers
more value to customers

icon
Here’s the truth about “free returns on all orders”:

You are still paying for everyone else’s returns regardless of whether you yourself returned any goods - you’re just paying in a less explicit way. We want to help you avoid that.

The truth is, shipping items and processing returns is expensive for businesses - take into account:

Whew,
that's a
long list

Reason behind Our Approach
Most brands forecast the cost of returns and bake them into their product prices. This means more expensive prices for everyone, regardless of whether you need a return.
And considering that 1 in 4 products gets returned on average, the costs can get pretty astronomical.
We thought there was
a better way.
When returns don’t happen, we don’t pay all those costs,
and all those savings go right back to you in the form of lower prices - simple.
Thanks to our customers, our return rate is 10 times lower than the industry average
That’s a A LOT of costs that our customers are not paying for.

As we do new things, we understand we might
cause some waves -
just like removing the
headphone jack from phones.

But that's ok because

We believe our approach is more sustainable - for your wallet, for our business and for our planet.
It's a win-win-win.

We believe our approach
is more sustainable -
for your wallet,
for our business
and for our planet.
It's a win-win-win.