Store Policies

Contacting Customer Service

The fastest way to get in touch with our Store team is to send us an email at: store@cyan.com

Alternatively, you may feel free to write us at our snail mail address:

Our Shipping Policy

Cyan works with fulfillment partners around the world to help us deliver our products to you as quickly as possible. We are a small volume retailer and as such we work with multiple companies as fulfillment partners. On occasion this means your orders will be shipped by multiple vendors from multiple locations as separate packages, so please don't be alarmed if parts of your order arrive in separate shipments.

While we are not able to provide guaranteed delivery timelines, generally this is what you can expect:

Domestic/US Orders

• Orders ship Monday-Friday. In-stock products typically ship within 2-5 business days after you submit your order. Delivery time will depend upon selected shipping method, but typical delivery times are typically 1-3 business days for Express, 3-5 business days for Standard, and 5-8 business days for Economy. 

International Orders

• Orders ship Monday-Friday. In-stock products typically ship within 2-5 business days after you submit your order. Delivery time will depend upon selected shipping method, but typical delivery times UP TO your countries customs are 2-4 business days for Express, 5-8 business days for Standard, and 8-14 business days for Economy.
• Once your order arrives at customs for your country it is out of our hands... Literally! While typically the customs process is "relatively" painless (although it may add a day or two to your overall shipping), on rare occasions your order may get "stuck" in customs for a variety of reasons. Unfortunately we have no real power to do anything once a package is in customs. We recommend you contact your customs authority for additional advice regarding your order.

Customs, Duties, and Taxes

We are a small volume retailer and as such we work with multiple companies as fulfillment partners. On occasion this means your orders will be shipped by multiple vendors from multiple locations as separate packages. Cyan is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer.

Missing, Damaged, and Other Worst Case Scenarios

It doesn't happen often, but occasionally orders do get lost, damaged, or (on even more rare occasions) something shows up that isn't right, for one reason or another. Rest assured, we will never put profits above making it right for you, so while we don't yet have the technology to go back in time to correct the timeline in which something was wrong with your order, we can, and WILL bend over backwards to make it right! Get in touch by contacting us at store@cyan.com and we'll figure it out!

Split Shipping

Because we have multiple fulfillment partners, your order may ship in multiple packages. Don't panic if you get a shipping notice and the packing list looks incomplete! Chances are the rest will be soon to follow.

Order Changes & Cancellations

If you made a mistake when you ordered (wrong size, wrong design, wrong address, etc.), you’re welcome to request an exchange/re-ship. All we ask is for any returned items to be in good condition and that you cover any shipping charges which come up. Contact us and we’ll let you know how to proceed! We are more than happy to provide a refund, but we can only refund the cost of the item; we will not be able to refund the cost of shipping.

Returns & Exchanges

Processing a Return

Returns must be in good condition, and you will be required to cover any shipping charges.

Please contact us within 30 days of your order’s shipping date (45 days for international orders) and we’ll let you know how to proceed! We can only refund the cost of the item; we will not refund the cost of shipping.

Unfortunately we cannot offer returns for gift cards, and sale items.

Order Issues

If we made a mistake with your order (you received an incorrect or damaged item, or something's missing entirely), please contact us with your order number and we’ll get everything sorted out as soon as possible.

If you have any other problem with your order, please contact us within 30 days of your order’s shipping date (45 days for international orders) with your order number and a photo of the issue, and we’ll be able to assist with a refund or replacement.

Processing an Exchange

We're happy to offer exchanges for apparel as stock allows! For exchanges, please contact us to request and send your exchange within 30 days of your order’s shipping date (60 days for international orders). Otherwise, we may put your held item back on the shelf to be sold. We may attempt to hold your item while you mail your exchange, but we make no guarantees on exchange availability.

You will need to pay the shipping costs for your exchange.