Frequently Asked Questions
Orders
How do I know if my order is confirmed?
After you place your order, you will receive an email confirming that you order went through. However, please note that orders will only be shipped when your credit card payment is approved, and billing and the delivery address are verified. You may check the status of your order in “My Account” if you are a registered user.
Can I change my order after placing it?
We can’t guarantee adjustments to an order because we work hard to fulfill your orders as they come in so we can ship your products to you as soon as possible. If you need to make an adjustment to your order, please email us at support@ciclado.com with the subject “Order No. XXX – Update” (please replace XXX with your order number) and explain what you are hoping to adjust. We will do our best to make it happen, but please keep in mind that once an order has been dispatched and is on transit to you, we will be unable to make any changes to it.
Can I cancel my order?
We are unable to cancel an order once it has been placed because we work hard to fulfill your orders as they come in so we can ship your products to you as soon as possible. We recommend that you check your order carefully before placing it. If you have any concerns or questions, please don't hesitate to reach out to us at support@ciclado.com —we're here to help!
When can I use coupons or discounts?
Coupons and discounts are valid on most non-sale items. Simply enter the coupon code during checkout in the “Coupon Code or Gift Card Code” field. Please note that we can’t manually apply a voucher code to an order after it has been placed.
Product Reviews
Can I share product feedback?
We encourage you to leave an honest review on the site for the products you purchased so that other customers like you can reference your experience. Plus, you’ll earn earth-friendly points for your review!
What is the process to leave a product review?
Log-in to your account, go to your orders, click on the product that you want to leave feedback for, and fill out the form. All reviews go through an audit process prior to being published on the site. This process may take 1-2 business days.
Rewards
Do you have a rewards program?
Yes, our Sustain Rewards program allows you to earn Earth-Friendly Points on purchases, product reviews, referrals, and other activities. These points can be redeemed for coupons or discounts on future orders. Sign up today and start earning points!
How do I log into my account?
You can log in to your account here.
Do I need to have an account to shop with you?
No, you can purchase items and check out as a guest any time. However, if you create an account, you’ll be able to shop without having to enter your details every time, plus you’ll earn earth-friendly points with every purchase which you can redeem for discounts or coupons on future orders.
Shipping and Returns
I just placed my order, when will it ship and arrive?
Orders are usually processed within 1-3 business days. Most packages take between 2-7 business days (excluding holidays) to arrive once shipped. When your order is shipped, you will receive your tracking information via email. Please allow up to 48 hours after notice for tracking information to be updated. If USPS marks your order as delivered and you haven’t received it, please wait 24 hours as packages are sometimes delivered a day after they are marked as delivered.
How can I track my order?
Once your order is shipped, you will receive a tracking number via email. You can use this number to track your package on our website or through the carrier’s tracking portal.
Where are orders shipped from?
All orders are shipped from Menlo Park, CA (USA).
What carriers do you use for shipping?
We use the US Postal Service or UPS for shipping your orders. Transit time for any location in the USA varies from 2-7 business days.
Do you offer international shipping?
At this time, we are only shipping to US addresses. We hope to expand our shipping services in the future so stay tuned for updates.
Do you offer free shipping?
All orders over $50 qualify for free standard shipping.
What shipping materials do you use?
We use recyclable materials, including cardboard, paper tape, crinkle paper, packing paper, and recycled packaging materials to ensure your products arrive safe and undamaged. We also recycle shipping materials whenever possible. Our shipping process is 100% plastic-free.
What is your return policy?
Our commitment to sustainability extends to our return policy. To reduce waste and minimize our environmental footprint, we do not accept returns or issue refunds. The high volume of returns in the US creates an estimated 9.6 billion pounds of landfill waste each year and emits more than 27 million metric tons of carbon dioxide. By not accepting returns, we encourage mindful purchasing while helping reduce the resources and emissions associated with processing and shipping returned items. We believe that this policy supports our mission to promote a more sustainable and eco-friendly lifestyle.
Customer satisfaction is very important to us; please contact us with any issues concerning your order. If any item in your order is defective, damaged, or incorrect, please email us at support@ciclado.com and include your order number or email associated with your account, so we can address your concerns promptly.
About Us And How To Contact Us
How can I contact customer service?
You can reach our customer service team via email at support@ciclado.com or through the contact form on our website. We will get back to you within 2 business days.
What does ‘Ciclado’ mean?
The name Ciclado comes from the Spanish word for “cycled” or “recycled,” reflecting our commitment to rethinking consumption and reducing waste. We chose a Spanish word because sustainability is a global movement, and we want to highlight the interconnectedness of our actions across cultures and communities. Just as nature thrives in cycles—renewing, regenerating, and repurposing—we believe everyday products should follow the same principle. At Ciclado, we’re breaking away from the take-make-waste model and embracing a circular approach where innovation, sustainability, and conscious choices come full circle.
What types of products do you sell?
We offer a curated selection of sustainably made products sourced from innovative small businesses and makers who share our values and vision for the planet. Our collection includes high-quality, earth-friendly goods such as organic bath and body formulas, plastic-free oral and hair care, sustainable cleaning supplies, and innovative products and packaging made from recycled and/or compostable materials. Each product is meticulously selected to meet our rigorous quality and sustainability standards, helping you live a more sustainable lifestyle.
What does “sustainably made” mean?
“Sustainably made” refers to products that are created using eco-friendly materials and processes that reduce waste and conserve natural resources. This means they are made from renewable resources, involve low-waste manufacturing methods, and prioritize energy efficiency. Additionally, sustainably made products are often designed to be long-lasting, reducing the need for frequent replacements. Ethical labor practices and fair-trade principles are also important aspects, ensuring that the people involved in production are treated fairly. Overall, "sustainably made" emphasizes the importance of preserving natural resources and promoting social responsibility throughout the product's lifecycle.