Shipping, Returns & Refunds

Applies to the FW26/27 collection (crossbody bags, MagSafe cases, laptop sleeves, and throw pillows). Questions? Email orders@cigcompany.com.

Made to Order

Every FW26/27 piece is printed and made just for you after you order. Because we don't keep these pieces in stock, our cancellation and return rules are different from a regular store's.

Production Time

• Orders usually go into production within 2 to 5 business days of payment. Launch weeks and holidays can take longer.
• Business days are Monday through Friday, not counting holidays.
• If there's a problem with your order, like an address we can't verify, we'll email you and pause production until it's fixed.

Shipping

Where we ship: Crossbody bags, MagSafe cases, and laptop sleeves ship to the US, Canada, the UK, Germany, Australia, Japan, and South Korea. Throw pillows ship to the US only, so any order with a pillow needs a US address.

• Masks: In-stock masks ship to the US only, and their shipping is different. Any order with a mask in it has $8.95 shipping, which is free when the order total after any promo code is over $75. See the mask terms for details.
• All delivery times are estimates, not guarantees. Carrier delays, weather, holidays, and customs can push delivery past the estimate.
• Once your order ships, you'll get a tracking link by email. It usually starts updating within 24 hours.
• An order with several items may arrive in more than one package.
• International orders: Customs duties, import taxes, and brokerage fees are paid by the customer. Customs can also cause delays we can't control.
• South Korea: You'll need to enter your Personal Customs Clearance Code (PCCC) at checkout.
• P.O. boxes: We can't guarantee delivery to P.O. boxes, so please use a street address if you can.

Order Changes & Cancellations

• Cancel or change items: Email orders@cigcompany.com within 12 hours of ordering. If production hasn't started, we'll cancel or change your order and refund you in full. Once production starts, we can't cancel the order or change the items.
• Change your shipping address: Let us know right away. We can usually update it until the order ships. After it ships, the carrier can't redirect it.

Returns & Exchanges

Every piece is made just for you, so we don't accept returns or exchanges if you change your mind, pick the wrong color, or choose the wrong phone model or laptop sleeve size. Please double-check the product details before you order. If something arrives damaged, defective, misprinted, or wrong, we'll make it right as described below.

Damaged, Defective, Misprinted, or Wrong Items

If your order arrives damaged or defective, has a print error, or isn't what you ordered, we'll send you a free replacement or give you a refund, whichever you prefer. In most cases you don't need to send anything back.

How to report it:

1. Email orders@cigcompany.com within 14 days of delivery and include your order number.
2. Include clear, well-lit photos:
   • Damage or defect: the full item plus a close-up of the problem.
   • Print error or wrong placement: the whole item laid flat, ideally with a ruler next to it.
   • Wrong item: the item and the packing slip in the same photo.
   • Missing item: the package and the packing slip.
3. We'll reply within 1 to 2 business days with next steps.

Not covered: normal wear and tear, damage from misuse or care that goes against the care instructions, small color differences between your screen and the real product, and slight variation in where the all-over paisley pattern lands.

Late, Lost, or "Delivered" Packages

• Late: If your package is more than 5 business days past its estimated delivery date, email us and we'll look into it with the carrier.
• Lost: If the carrier confirms your package is lost, we'll send a free replacement or a refund. Please report it within 30 days of the estimated delivery date.
• Tracking says "Delivered" but you don't have it: Check around your door, with neighbors or housemates, and with your building's front desk, then contact the carrier. Packages that tracking shows as delivered need to be taken up with the carrier.

Wrong Address or Unclaimed Packages

• Please double-check your shipping address at checkout. We're not responsible for orders sent to an address entered incorrectly.
• If a package comes back to us as undeliverable or unclaimed, we'll email you. Once you confirm the right address and pay the reshipping cost, we'll send it again. We hold returned packages for up to 30 days. After that, the order can't be reshipped or refunded.

Refunds

• Approved refunds go back to your original payment method (card or PayPal). Card refunds usually take 5 to 10 business days to show up, depending on your bank.
• We process approved refunds within 3 business days and email you once it's done.
• We refund what you actually paid for the affected items. Shipping is refunded only for orders that arrived damaged, defective, or wrong, or that were lost in transit.
• Promo codes: If you cancel an order before production starts, we'll send you a fresh one-time code to replace the one you used.

Masks: Shipping, Returns & Exchanges

These terms apply to our in-stock masks: the CIG Ski Mask, the CIG Balaclava, and the Moto Mask. Masks ship from our own stock, so their terms differ from our made-to-order pieces.

Shipping

• In-stock masks ship within 1–2 business days of your order. Business days are Monday through Friday, not counting holidays.
• You'll get a tracking link by email when your order ships.
• Where we ship: Masks ship to US addresses only. Checkout won't accept an order with a mask in it if the address is outside the US.
• Cost: Any order with a mask in it has $8.95 shipping. Shipping is free when your order total after any promo code is over $75. At exactly $75, the $8.95 still applies.
• Mixed orders: If your order has masks and made-to-order pieces, they ship separately and arrive in different packages.

Returns & exchanges

Masks are worn on the face, so for hygiene reasons we can only accept masks that are unworn, unwashed, and in their original packaging.

• Exchanges (different color or style): Email orders@cigcompany.com within 14 days of delivery. Send the unworn mask back, and once we receive it we'll ship your new one, as long as it's still in stock. You pay to ship the mask back, and we pay to ship the replacement.
• Refunds: Masks can be exchanged but not refunded. The exception is a mask that arrives damaged, defective, or wrong (see below).
• Sale and promo items: The same rules apply.
• We inspect every return. If a mask has been worn, washed, or damaged, or arrives without its packaging, we can't accept it and will ship it back to you at your cost.

Damaged, defective, or wrong items

If your mask arrives damaged or defective, or you got the wrong color or style, email orders@cigcompany.com within 14 days of delivery with your order number and a photo. We'll send a replacement at no cost, or refund you if that color is sold out. You won't need to send the item back unless we ask.

Lost packages and wrong addresses

These follow the same rules as the rest of the store. If the carrier confirms your package is lost, we'll replace it or refund you. If a package shows as delivered but you can't find it, please contact the carrier first. If an order went to a wrong address you entered, you pay to reship it.

Refunds

Approved refunds go back to your original payment method within 3 business days. Your bank usually takes 5 to 10 business days to show it.

Wholesale (store orders)

Store orders are paid upfront by invoice and ship once payment clears. Wholesale orders are final sale. The exception is a damaged or short-shipped case, which the store needs to report within 7 days of delivery.

Contact

Email orders@cigcompany.com and include your order number. We reply within 1 to 2 business days.

Last updated: October 22, 2026