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.

Shipping Protection

Route Package protection is available at checkout and must be manually removed if you do not wish to purchase it.

Route provides coverage for:

  • Lost packages

  • Damaged packages

  • Porch theft

Please note:

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

  • If Route is not purchased, your order is not protected against loss, theft, or damage during transit.

  • Claims for uninsured shipments must be filed directly with the shipping carrier.

Citymouse® is not responsible for lost or stolen packages that are marked as delivered when Route protection was not purchased.

For returns and refunds, see our Return Policy.