Refunds / Returns / Exchange Policy

Please read the following policy thoroughly and email support@citymouseny.com with any requests or questions!


After reading the policy, if you need to initiate a return, please use this link:
https://360.postco.co/citymouse(opens a new window)
-
At citymouse™, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, you may request a refund it within 7 business days of marked delivery via support@citymouseny.com  or initiate a return via the link above.

- Please note that the package must be marked and scanned by the shipper within 7 days from our approval to qualify for a refund, exchange or store credit. 

 - Please also note that if your return does not meet the required parameters stated in this policy, your retund may be rejected

RETURN / EXCHANGE POLICY

In order to qualify for a refund, the item must be unused and unopened and in its original condition with every piece included. If this is not abided by, we WILL NOT approve your return.

 If the returned product has a scent, covered in animal hair , has missing original parts, damage to the interior or exterior, any stains or marks, your return will NOT be approved.

PLEASE NOTE: Return shipping must be paid by the customer unless we communicate otherwise.

  • we are unable to accept exchanges for international order and international orders must pay return shipping and any applicable dues. Shipping cost and fees will be deducted from final return if we send a label to you.

We have enabled Route Order Protection And Tracking upon checkout  please add this feature to ensure protection for your purchases against theft, loss or damage.

IF YOU DO NOT OPT INTO ROUTE, WE ARE NOT RESPONSIBLE FOR LOST, MISSING, DAMAGED PACKAGES. You will have to file a claim via USPS.com 

-

REFUNDS AND EXCHANGES

Are honored if the item arrives damaged or in unusable condition and we are notified WITHIN 7 days of item marked as delivered.
Images of item in question must be sent NEXT TO THE SHIPPING/PACKING LABEL upon receiving to support@citymouseny.com to qualify for a refund. Buyer must mail back the items within 7 days if communication to qualify for the agreed upon solution  

LOST/STOLEN/MISSING PACKAGES

- Please contact the method of sending ie USPS.

If you did not opt into ROUTE, we are NOT responsible for missing packages that have been marked as delivered

CLAIMS VIA ROUTE:  if you enabled route protection you are often covered if an item is lost stolen or missing. Claims via route have up to a raw week waiting period for filing a claim. We have to wait until the claim window opens to process the refund.

Please contact us support@citymouseny.com to inquire about a claim 

PLEASE OPT INTO ROUTE ORDER TRACKING UPON CHECKOUT.