Frequently Asked Questions

our mini diaper bag may be small but it can hold a lot! the most common reaction we get from customers is how surprised they are at what they can fit inside

some things we normally pack for our babies + toddlers are the following:

• 2-3 full size diapers or a jool potty - usually both can fit!
• traveling pack of wipes or the OXO container
• sippy cup or bottle in the corner bottle sling
• snack/toy/pacifier in the magnetic close pocket
• four credit cards
• change of clothing
• changing sheet 
• cell phone

We stand behind the quality and integrity of our products but once in a while a manufacturing issue can arise.

Please do not hesitate to reach out to us at support@citymouseny.com  with any quality issues or concerns. If you can send photos or a video of the issue, this is always helpful in expediting the process of finding you a solution.

This particular model of diaper bag does not provide an insulated drink holder. If you wish to keep a bottle chilled, you can fit an ice pack beneath the drink sling. Please join our mailing list for info on our next bag design drop which does feature an insulated bottle holder.

what size is your bag and straps?

• our bag is 13" across and 8" height at the tallest portion, 3" wide at the widest portion
• straps extend up to 56" long and are adjustable

What is the citymouse™ mini sling crafted from?

• our mini sling is made from regenerated nylon which is woven using plastics found polluting our ocean
• our straps are either jacquard or a cotton blend
• our items are manufactured overseas

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At citymouse™, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, you may request a refund it within 7 business days of marked delivery via support@citymouseny.com

RETURN / EXCHANGE POLICY

-Please note that in order to qualify for a refund, the item must be unused and unopened and in its original condition with every piece inlcuded. If this is not abided by, we WILL NOT approve your return.

 If the returned product has a scent, covered in animal hair , has missing original parts, damage to the interior or exterior, any stains or marks, your return will NOT be approved.

PLEASE NOTE: Return shipping must be paid by the customer unless we communicate otherwise.

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We have enabled Route Order Protection And Tracking upon checkout  please add this feature to ensure protection for your purchases against theft, loss or damage.

IF YOU DO NOT OPT INTO ROUTE, WE ARE NOT RESPONSIBLE FOR LOST, MISSING, DAMAGED PACKAGES. You will have to file a claim via USPS.com 

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REFUNDS AND EXCHANGES

Are honored if the item arrives damaged or in unusable condition and we are notified WITHIN 7 days of item marked as delivered.
Images of item in question must be sent NEXT TO THE SHIPPING/PACKING LABEL upon receiving to support@citymouseny.com to qualify for a refund.

LOST/STOLEN/MISSING PACKAGES

- Please contact the method of sending ie USPS.

If you did not opt into ROUTE, we are NOT responsible for missing packages that have been marked as delivered

CLAIMS VIA ROUTE:  if you enabled route protection you are often covered if an item is lost stolen or missing. Claims via route have a time frame on processing. We have to wait until the claim window opens to process the refund.

Please contact us support@citymouseny.com to inquire about a claim 

PLEASE OPT INTO ROUTE ORDER TRACKING UPON CHECKOUT.

how to care for your diaper bag:

• we highly recommend hand washing/spot treating your mini sling bags with soap and warm water to oreserve the integrity of the water proof shell
• Palmolive green dish soap is a great way to treat difficult stains with a small toothbrush to scrub and rinse out!
• you can wash in the washing machine but should use a garment bag and wash on delicate. We do not necessarily reccommend machine washing because the hardware can tarnish over time
• lay flat to air dry

All in stock items will ship same or next business day. Economy domestic shipping is free for our customers in the US and typically arrives within 2-5 days. All items ship from NYC.

We do offer international shipping to Canada at the moment.