Can't find your answer here? Email us at support@citymouseny.com and a real person will get back to you.

Shipping

Do you offer free shipping?
Yes, free US ground shipping on orders $60+.

How fast do orders ship?
In-stock orders ship the same or next business day when placed by 4:00 pm EST, Monday through Saturday (excluding national holidays). Pre-orders ship by the date listed on the product page.

Will I get tracking?
Yes. As soon as your order ships, you'll get an email with your tracking number.

What payment methods do you accept?
All major credit and debit cards and Shop Pay, including paying in 4 interest-free installments. You'll see every available option at checkout.

Returns

What is your return policy?
We accept returns on unused, unworn items within 15 days of the delivery date for US orders. Return shipping is deducted from your refund. Final sale items can't be returned or exchanged.

How do I start a return?
Log into your account to submit a return request, or email support@citymouseny.com with your order number. Full details are in our Refunds / Returns / Exchange Policy.

My item arrived damaged or defective. What do I do?
Email us with your order number and a photo and we'll make it right.

Our bags

What are the bags made of?
Nylon, chosen to be lightweight and easy to clean. The Park Bag is washable ripstop regenerated nylon, the Classic Crossbody is ReNylon, and the Cargo Crossbody is printed nylon.

How do I clean my bag?
Park Bag and Cargo: machine wash, then lay flat to dry. Classic Crossbody: hand wash, then lay flat to dry. For everyday spills, a damp cloth wipes them right off.

Which bag is right for me?
The Classic (about 5L) is our slimmest, for quick trips and minimalists. The Park Bag (about 5.75L) is our best seller, with an outside wipes flap and two insulated bottle pockets. The Cargo (about 11L) is our roomiest, with three insulated bottle holders for full days out. Compare them side by side.

How long are the straps?
Classic straps adjust up to 53". Park and Cargo straps adjust up to 57". On smaller frames the extra length simply drapes; plus-size customers wear them comfortably crossbody.

Which straps fit which bags?
Classic straps fit the Classic Crossbody. Park straps fit the Park Bag and the Cargo Crossbody.

Does my bag come with a changing sheet?
The Classic Crossbody comes with one. For the Park Bag and Cargo, choose the bag + changing mat option on the product page, or buy the Solo Changing Sheet on its own.

Will my kid's bottle fit?
The Park Bag's bottle pockets fit standard 8oz bottles and kids' cups like a 15 oz Zak or 14 oz Ello. The Cargo has four bottle holders, three of them insulated.