Citizen Now is not a traditional printing business, nor do we handle or warehouse any of the merchandise sold through our online platform.

Our product creation and manufacturing are facilitated by third-party companies that specialize in on-demand production/printing. This means that every item is uniquely produced once a customer places an order. Unfortunately, this business model doesn’t accommodate returns or exchanges in situations where customers change their minds or mistakenly order incorrect sizes or colors.

However, if a product arrives damaged or with a manufacturing defect, the third-party company does provide the option for a free replacement or refund, provided that you get in touch with us within 30 days of product delivery. Should you encounter such an issue, please contact our team through the Contact Form, ensuring to attach a clear photograph showing the problem.

For issues affecting multiple items featuring the same design, please provide an additional photo clearly showing all affected items in one frame, for confirmation purposes.

Also, note that free replacements are not available in the following circumstances:

  • Orders lost due to incorrect delivery addresses provided by the customer
  • Products received as ordered, but where the customer desires a different size/color
  • Garments with minor deviations in size from the guide measurements (less than 1″). For Direct-to-Garment (DTG) products, a tolerance of 0.5″ in print placement is allowed. Minor variations in print placement are not classified as defects.

Bear in mind that Citizen Now will not accept responsibility or offer replacements or refunds in cases where the customer orders the wrong size or color.

For lost packages:

  • In the event that a package is lost, it’s important to first verify the accuracy of the address submitted. Even a minor error, such as a single missing letter or number, could result in delivery failure.
  • If the address is correct, it’s recommended to contact your local post office. It’s not uncommon for packages, once they arrive at the destination city, to be held at the local post office for the recipient to collect.

Once both of these steps have been undertaken, please reach out to our Support team through the Contact Form. We will investigate the situation and, if we determine that there was no error on your part, offer a free replacement.

In the event of an unsuccessful delivery, a partial refund may be granted.

Regarding bad odor:

Please be aware that a faint odor is a normal by-product of the Direct-to-Garment (DTG) printing process. Typically, this odor will dissipate after the first wash.

If your order has a tracking number, but there haven’t been any recent tracking updates, please contact our Support team through the Contact Form, and we will look into the matter for you.