Frequently Asked Questions

1. Orders & Account

1.1 How do I place an order?

Simply add your desired products to the cart, proceed to checkout, fill in your shipping and payment information, and confirm your order. After payment is successful, you will receive a confirmation email.

1.2 Do I need an account to order?

No. You can check out as a guest or create an account for faster future purchases.

1.3 Can I change or cancel my order after placing it?

You may cancel or modify your order before it is processed for shipping.
Please contact Citrix Support as soon as possible with your:

  • Full name

  • Order number

  • Requested change

Once an order has been shipped, changes are no longer possible.

2. Shipping & Delivery

2.1 Do you offer free shipping?

Yes. Citric provides free standard shipping for all eligible U.S. orders.

2.2 How much is express shipping?

Express shipping starts from $4.99, depending on location and carrier availability.

2.3 How long does delivery take?

  • Standard Shipping: 5-7 business days

  • Express Shipping: 2–4 business days

Delays may occur during peak seasons or due to carrier issues.

2.4 Do you ship internationally?

Yes, but availability may vary based on product and region. Additional fees may apply depending on local customs regulations.

2.5 How do I track my order?

Once your package ships, you will receive a tracking link via email.
You can check the status at any time.

3. Returns & Refunds

3.1 What is the return window?

You may return eligible items within 14 days of delivery, following Citric’s Return & Refund Policy.

3.2 What items are eligible for return?

Items that are:

  • Unused

  • Undamaged

  • In original packaging

  • Not part of a final sale or non-returnable category

3.3 How do I start a return?

Contact Citrix Support with:

  • Full name

  • Order number

  • Reason for return

  • Photos, if applicable

We will provide return instructions and the correct return address.

3.4 When will I receive my refund?

Refunds are processed in 1–3 business days once the returned item is inspected.
Banks or PayPal may take 3–7 additional business days to complete the refund.

4. Payments

4.1 What payment methods do you accept?

Citric accepts:

  • Stripe

  • MasterCard

  • Visa

  • American Express (AMEX)

  • Discover

  • JCB

  • PayPal

All payments are processed securely through encrypted gateways.

4.2 Why was my payment declined?

Common reasons include:

  • Insufficient funds

  • Incorrect billing information

  • Bank restrictions

  • Suspicious activity detected by the bank

Try again or use an alternate payment method. If the issue persists, contact your bank.

4.3 Do you store my card information?

No, Citric does not store or access full card numbers.
All sensitive data is handled by PCI-compliant payment processors.

5. Warranty & Product Issues

5.1 Do Citric products come with a warranty?

Yes. We provide a warranty against manufacturing defects, as detailed in our Warranty Policy.

5.2 What should I do if I receive a damaged or incorrect item?

Contact us immediately with:

  • Photos or videos

  • Full name

  • Order number

We will arrange a replacement or refund.

5.3 Are minor color or size differences considered defects?

Small differences may occur due to lighting, screen display, or manufacturing tolerances. These are not considered defects unless they significantly differ from the product listing.

6. Product Information

6.1 Are your product descriptions accurate?

Yes. We provide clear, detailed descriptions for materials, sizing, features, and usage guidelines.
However, slight variations can occur due to display settings or natural production differences.

6.2 How can I make sure I choose the right size or variant?

Each product page includes sizing information, measurements, and usage notes.
If you're unsure, you can contact our support team for personalized assistance.

7. Privacy & Security

7.1 How do you protect my personal information?

Citric uses SSL encryption and secure servers, following strict data protection practices.
We never sell or rent personal information to third parties.

7.2 Do you use cookies?

Yes, to improve website performance, personalize content, and keep your cart functioning correctly.
You may manage cookie settings in your browser.

8. Contact & Support

8.1 How can I contact Citric?

You can reach us through:

  • Email: support@citric.shop

  • Contact Form: Available on our website

  • Social Media: Instagram, Facebook

  • Store Address: 23 Hillshire Ct, Aiken, Sc 29803-9460, United States

8.2 How long does it take to receive a reply?

We respond within 24–48 business hours.