Shipping policy
Processing Time
Orders are typically processed and fulfilled within 1–3 business days unless otherwise noted.
Please note:
Preorders and select Citymouse® products may have different processing times.
Estimated preorder shipping dates will be displayed on the product page before purchase.
Delivery Time
United States
Standard shipping: approximately 3–8 business days after your order has been fulfilled.
Orders ship from New York City.
Carrier delays may occasionally impact delivery times.
International
International orders typically arrive within 7–15 business days after fulfillment.
Delivery estimates may vary depending on customs processing and local carriers.
Tracking information will be provided in your shipping confirmation email.
International Shipping
We ship worldwide through Shopify Markets Pro.
Duties, taxes, and VAT are generally included in the shipping cost at checkout.
If additional fees are assessed by customs upon arrival, the customer is responsible for those charges.
International orders are not eligible for exchanges.
Return shipping costs for international orders are the customer's responsibility.
Duties, taxes, shipping charges, and customs fees are non-refundable. Refunds apply only to the cost of the merchandise.
Shipping Options
Customers may select their preferred shipping method during checkout.
Expedited Shipping
Available within the continental United States only.
Orders must be placed by 2:00 PM EST on business days to ship the same day.
Orders placed after 2:00 PM EST, on weekends, or on holidays will ship the next business day.
Expedited shipping is non-refundable.
Expedited shipping is not available for PO Boxes.
Lost or Missing Packages
If your package is lost or hasn't arrived, email us at support@citymouseny.com and we'll file a claim with USPS for you. USPS may require a waiting period of up to one week, and the claim must be approved by USPS before a replacement or refund can be issued.
For returns and refunds, see our Return Policy.