SHIPPING AND RETURN POLICY

Please review our shipping and return policy before placing your order.

Shipping

 

Order Processing

Orders are typically processed within 1–3 business days unless otherwise noted.

  • Preorders and select Citymouse® products may have extended processing times.
  • Estimated shipping dates for preorder items will be displayed on the product page before purchase.

Delivery Estimates

United States

  • Standard Shipping: 3–8 business days after fulfillment
  • Orders ship from New York City
  • Delivery times may vary due to carrier delays

International Orders

  • Typically arrive within 7–15 business days after fulfillment
  • Delivery times may vary depending on customs processing and local carriers

Tracking information will be sent once your order ships.

Shipping Options

Customers may select their preferred shipping method at checkout.

Expedited Shipping

  • Available within the continental United States only
  • Orders placed by 2:00 PM EST on business days will ship the same day
  • Orders placed after 2:00 PM EST, on weekends, or holidays will ship the next business day
  • Expedited shipping charges are non-refundable
  • Not available for PO Boxes

International Shipping

We proudly ship worldwide through Shopify Markets Pro.

  • Duties, taxes, and VAT are generally collected at checkout.
  • Any additional customs fees assessed by the destination country are the customer's responsibility.
  • International orders are not eligible for exchanges.
  • Return shipping costs for international orders are the responsibility of the customer.
  • Duties, taxes, customs fees, and shipping charges are non-refundable.

Shipping Protection

Route Package Protection is available at checkout and provides coverage for:

  • Lost packages
  • Damaged packages
  • Stolen packages

If Route Protection is not selected, Citymouse® is not responsible for packages that are lost, damaged, or marked as delivered by the carrier.

Route Protection is non-refundable, even if an order is canceled or returned.

Returns

Return Window

We accept returns of unused and unworn merchandise within 15 days of the delivery date.

To start a return:

Please allow up to 5 business days for return processing once your package is received and inspected.

Return Eligibility

To qualify for a refund, exchange, or store credit:

  • Items must be unused and in original condition
  • All tags must be attached
  • Original packaging must be included
  • All accessories originally included with the item must be returned

For bags and backpacks, this includes:

  • Straps
  • Stroller hooks
  • Accessories
  • Unused changing sheets

Items showing signs of use, stains, odors, damage, personal belongings, or missing components may not qualify for a refund.

Citymouse® reserves the right to determine return eligibility upon inspection.

Original Packaging

Items returned without original packaging may be subject to a 10% restocking fee.

Return Shipping

  • Customers are responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • Approved returns must be shipped within 7 days of receiving return authorization.

Damaged, Defective, or Missing Items

If your order arrives damaged, defective, or incomplete, please contact support@citymouseny.com within 15 days of delivery.

To help us resolve your claim quickly, please provide:

  • Photos of the item
  • Photos of the shipping or packing label

Photos must clearly show the item next to the shipping or packing label.

Final Sale Items

The following items are not eligible for return or exchange:

  • Sale items
  • Changing pads and changing sheets
  • Samples
  • Gift cards
  • Any item marked Final Sale

Gift Orders

Our standard 15-day return policy applies to gift purchases.

If you are purchasing a gift and would like maximum flexibility, we recommend purchasing a Citymouse® Gift Card.

Refunds

Once your return has been inspected and approved, refunds will be issued to the original payment method.

Please allow 3–5 business days for your financial institution to process and post the refund.

As a small business, we appreciate your support and kindly ask that you review this policy carefully before making a purchase.