Returns

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

That’s pretty much the whole idea.

First Garment Guarantee
Order 1 unit from a product category, get a free return/exchange. Order 2 or more units, no free return/exchange and deductions will apply. (Canada orders only)

All underwear is considered the same product category
  • Example #1: Order 1 boxer brief, 1 sock, 1 training shorts, 1 dress shirt and 1 t shirt, all items get a free return or exchange
  • Example #2: None of the orders below have a free return/exchange - even if it’s your first order - because all underwear is considered the same product category. If you need help finding your size or fit, just ask!
    • 1 medium size and 1 large size boxer brief - when, ordering multiple sizes or fits, none of the items (including your first) have a free return/exchange
    • 1 boxer brief and 1 trunk
    • 1 Re:Luxe and 1 Elite
    • 1 Paradise Pocket and 1 Classic
    • 1 Compression Shorts and 1 boxer brief
    • 1 Athletic fit and 1 Standard fit

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





    First time CA 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 us and we’ll process a return or exchange no questions asked. We will refund up to $15 for the return shipping label after you purchase the label.

    The First Garment Guarantee only applies to your 1st order for that product category and can only be used for 1 return or exchange. if an exchange is processed, the exchange order is covered under the Sustainable Returns Guarantee instead of the First Garment Guarantee.

    Returns are processed in 3 weeks from when the returned items are delivered to the warehouse.

    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.

    Sustainable Returns Guarantee
    When ordering 2 or more units of the same product category, all items (including your first) do not have a free return/exchange and costs are deducted from refund.

    We strongly recommend first time customers only order 1 unit from a product category first before ordering more so that you are covered with a risk-free return or exchange.
    More details

    For orders with multiple items and international (non-CA) 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. The refund deductions below will apply:

  • Return shipping label
  • The original shipping and fulfillment cost borne by All Citizens
  • $7 CAD restocking fee per returned item
    •

    To start a return or exchange, please reach out to us and we’ll provide a return shipping label and deduct the costs from the refund.



    International customers must purchase their own return labels.

    *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.

    icon
    We know you’re used to “free returns on all orders”

    But here’s the truth about those “free returns:”

    Shipping items and processing returns is expensive for businesses - take into account:

    Whew,
    that's a
    long list

    Most brands expect a high level of returns and bake the costs into their product prices. This means higher prices for everyone, regardless of whether you need a return.
    And considering that almost 1 in 3 products gets returned on average, the costs can get pretty astronomical.
    We thought there was
    a better way:
    try 1 first before you buy more
    Thanks to our customers, our return rate is 10 times lower than the industry average
    That’s a A LOT of costs 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

    Our approach is more sustainable - for your wallet, for our business and for our planet.
    That’s some game-changing worth doing.

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