Refunds / Returns / Exchange Policy

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


At citymouse™, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, you may request a refund within 15 days of marked delivery via support@citymouseny.com or initiate a return via self serve return request.

- 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 refund 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 orders. For international orders, customers must cover return shipping and any applicable dues. Shipping cost and fees will be deducted from final return if we send a label to you.

REFUNDS AND EXCHANGES

In case the item/s arrives damaged or in unusable condition and we are notified WITHIN 15 days of item marked as delivered. To be eligible for a refund, please email clear photos of the item in question, along with the shipping/packing label, to support@citymouseny.com as soon as the package is received. Buyer must mail back the items within 7 days of communication to qualify for the agreed upon solution

LOST/STOLEN/MISSING PACKAGES

Lost Package Policy

If a package is confirmed as lost in transit, we will work with the carrier to determine the appropriate resolution. If the carrier marks the package as delivered, it is not considered lost and is not eligible for a refund.

If a replacement shipment is requested for a package marked as delivered, the customer will be responsible for the re-shipping cost.

CLAIMS VIA USPS: Lost or missing packages are handled through a USPS claim. USPS has a waiting period of up to one week before a claim can be filed, and the claim must be approved by USPS before a refund can be issued for a missing package.

Please contact us at support@citymouseny.com to start or ask about a claim.