SHIPPING AND RETURN POLICY
Please read the following shipping and return information carefully
SHIPPING
what are your shipping times?
Please allow 1-3 business days to process and fulfill your order unless otherwise specified. Preorders and Citymouse®️ merchandise may have alternate shipping times.
* Preorder delivery times will be notated on the add to cart button at time of purchase
Once fulfilled, orders typically take anywhere from 3-8 business days to arrive within the continental US, barring any carrier delays (all orders are shipped from New York City).
Overseas deliveries can take anywhere from 7-15 days (barring any shipping delays that may occur). Delivery details will be provided in your confirmation email.
Do you ship overseas?
We ship all over the world via Shopify markets pro VAT is included in the shipping cost however in the chance there are, the customer is responsible for any additional duties, taxes and fees associated with the purchase upon arrival in the purchasers country. We do not offer exchanges or free returns for international shipments. Please note in case a customer chooses to return the order within the return window, the duty, tax, shipping, and any other fees are non-refundable. The refund would only apply to the cost of the goods.
What are my shipping options?
Customers can choose their preferred method of shipment at checkout.
Expedited shipping at checkout is within the continental US only.
Orders must be placed by 12pm EST to go out same day (business days only). Expedited orders received over the weekend or on holidays will ship the next business day. Expedited shipping is non-refundable and is NOT available to PO boxes.
SHIPPING INSURANCE
ROUTE ORDER PROTECTION is available at checkout on every purchase and you must opt out of route if you do not wish to purchase the insurance. Route will protect your package from loss, damage or porch theft. Note: it is non-refundable should you cancel or return an item/order.If you do not opt into Route, your order is NOT protected against theft, damaged items in transit or lost packages and you will have to file a claim via USPS.
Citymouse® is not responsible for missing or stolen packages if items are marked as delivered and you did not opt into Route.
RETURNS
Do you accept returns?
Citymouse® accepts returns of unworn/unused items if we are notified within 7 days of your delivery date. We may request photos or additional information.
*Separate Changing sheets and all sale items are final sale.
We require up to 5 business days to process returns once they have been received at our warehouse. We do not offer free returns.
If the purchase is a gift, the 7-day return policy still applies. To avoid the gift receiver missing the return window, we would highly recommend purchasing a Citymouse® GIFT CARD
If item(s) purchased with shop credit from citymouse® are returned, the cost of return shipping will be deducted from shop credit.
Please note, if your item is marked as delivered and you are not home to receive the item, the 7 day return window still stands. To avoid any issues where you may be requiring a return, please be sure to receive the item within the 7 days of marked delivery. There will be no exceptions
RETURN CONDITIONS
We accept returns within 7 days of delivery on items in their original condition
Please note, in order to process a refund, exchange or store credit, all items in the sling bag/backpack must be mailed back within 7 days including any and all straps, stroller hooks, accessories, as well as unused changing sheets.
- Stains, marks, scents, personal items, trash in or on the product will disqualify you from a full refund. Citymouse® reserves the right to determine if item is eligible for a full refund.
- We must be notified via email: Support@citymouseny.com upon initiation of return or use our store returns information below to begin the process.
- items must be mailed back to us within 7 days of notifying us of requested return, with all tags and original packaging included.
If an item is returned without the original packaging a 10% restocking fee will be charged. Damaged or used merchandise is not eligible for return.
The customer is responsible for the cost of return shipping. Refund for your returned item will be refunded minus any additional cost of shipping.
Sale items are final sale.
If any imperfection or missing items are discovered upon initial receipt of the bag, please contact support@citymouseny.com with any photos to support your claim within the first 7-days of marked delivery for an exchange or replacement
RETURN INSTRUCTIONS:
• Log in to your account: In the "Email" field, enter your email address, and then click "Continue".
• In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
• Go back to the online store, and then enter a six-digit verification code.
• Click "Request return" for the order that you want to submit the return for.
• If your order has more than one item, then select the items that you want to return.
• Select a return reason and add a note for the store.
• Click "Request return".
Returns are processed once item is received back at our office and inspected. Returns post back to original form of payment in 3-5 business days
---
* We are a small business and kindly ask that you take note of the full policy above.
The above return policy does not apply to samples, sale items or changing pads. These items are final sale.
