Frequently Asked Questions

ANSWERS TO COMMON QUESTIONS:

How does my purchase make an impact?  What else can I do to help?  We donate 50% of our after-tax profits to the ACLU, Human Rights Watch, and International Rescue Committee.  Through the donation of our profits we support these organizations in defending and preserving the individual rights and liberties guaranteed to every person in this country.  If you aren't interested in our products or want to help in another way you can always donate to these organizations by following the links on the "Contact" page.

What if my product is listed as Out of Stock?
Please send us an email and we will let you know when the product becomes available once again.  We are constantly developing our product lines and inventory, so your feedback is very important to us!

If you placed an order but have not received an order confirmation email.  Please check your spam folder.  If it's not in your spam folder then your email provider has most likely blocked our email.  These are sent out automatically when your order is placed and we are unable to resend them manually.  If your account has been charged then we have received the order.  

Has my order shipped?  When will my order ship?  Why haven't I received a shipping notification/tracking number?  We always try to get everything shipped out within one week of your order but during busy times it can take longer.  Please be patient and know that we will get it out just as soon as possible!  Once it has shipped it's all up to the USPS but typically arrives in an additional 1-5 days.  You should receive a notification with your tracking number once it ships.  Please check your spam folder if you do not see it and it has been longer than a week.  If it's not in your spam folder then your email provider has most likely blocked our emails.  These are sent out automatically when your order is placed and we are unable to resend them manually. 

The tracking number is showing that my order was delivered but I did not receive it.  We are not responsible for your package once it has been delivered.  Unfortunately packages are sometimes stolen after delivery.  If this tends to happen at your location please consider having your order shipped to your workplace or a P.O. box.  Occasionally the USPS is able to track down shipments by following the steps at this link.

I accidentally used the wrong mailing address / ordered the wrong size.  We are unable to make any changes to orders once they have been submitted.  If your order is returned to us due to an incorrect address we will refund it as soon as it comes back to us minus any shipping/postage costs.  If the order doesn't fit you, please return it to us under the guidelines in the next paragraph.

What should I do if I need to return an item?
We want you to love our products!  But you can return any non-clearance item within thirty days of your purchase for a full refund minus any shipping charges--as long as it's still in new condition (unwashed with no makeup/deodorant stains, pet hair, strong perfume/odors, etc.).  Due to constantly changing inventory, we are not able to offer direct exchanges. 

Send your return along with a note containing your order number and the reason for your return to:

Sanctuary Citizen
P. O. Box 39422
Los Angeles, CA  90039

If we are unable to issue a refund due to condition, time, or clearance items, we will notify you and donate the returned items to a local charity. 

What should I do if I received an incorrect item?   What if my item arrived damaged?  We apologize for any inconvenience.  Please send us a message clearly explaining the issue within a week of receiving your order, using the email address on the contact page, and we will take care of you!