SHIPPING AND RETURN POLICY
What shipping options do you offer?
We currently offer free shipping for all domestic orders (excluding Hawaii and Alaska).
Expedited shipping at checkout within the continental US only.
Orders must be placed by 12pm EST to go out same day (business days only). Expedited orders received over the weekend or on holidays will ship the next business day. Expedited shipping is non-refundable and is NOT available to PO boxes.
Shipping:
Please allow 1-3 business days to process and fulfill your order. Once fulfilled, orders will take 3-8 business days to arrive, barring any carrier delays (all orders are shipped from New York City).
Overseas deliveries can take anywhere from 7-15 days (barring any shipping delays that may occur). Delivery details will be provided in your confirmation email.
Do you accept returns?
Citymouse® accepts returns of unworn/unused items within 7 days of your delivery date. Changing sheets and sale items are final sale.
We require 5 business days to process returns once they have been received at our warehouse. We do not offer free returns.
If the purchase is a gift, the 7-day return policy still applies. To avoid the gift receiver missing the return window, we would highly recommend purchasing a Citymouse® GIFT CARD
If item(s) purchased with shop credit won from citymouse® are returned, the cost of return shipping will be deducted from shop credit.
Do you ship overseas?
We ship all over the world. The customer is responsible for all duties, taxes and fees associated with the purchase. We do not offer exchanges or free returns for international shipments. Please note in case customer chooses to return the order within the return window, the duty, tax, shipping, and any other fees are non-refundable. The refund would only apply to the cost of the goods.
Insurance:
ROUTE ORDER PROTECTION is available at checkout on every purchase and you must opt out of route if you do not wish to purchase the insurance. Route will protect your package from loss, damage or porch theft. Note it is non-refundable should you cancel or return an item/order.If you do not opt into Route, your order is NOT protected against theft, damaged items in transit or lost packages and you will have to file a claim via USPS. Citymouse® is not responsible for missing or stolen packages if items are marked as delivered and you did not opt into Route.
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RETURN CONDTIONS
We accept returns on items in their original condition
Please note, in order to process a refund all items in the sling bag must be mailed back including any and all straps, unused changing sheets.
Returns are NOT available on separate changing pads*.
Stains, marks, scents, personal items, trash in or on the product will DISQUALIFY YOU from a full refund. Citymouse® reserves the right to determine if item is eligible for a full refund.
We must be notified via email Support@citymouseny.com upon initiation of return or use our Postco returns system to begin the process
items must be sent back to us within 7 days of their arrival, with all tags and original packaging included. If an item is returned without the original packaging a 10% restocking fee will be charged. Damaged or used merchandise is not eligible for return. The customer is responsible for the cost of return shipping. Refund for your returned item is refunded minus any additional cost of shipping.
If any imperfection or missing items are discovered upon initial receipt of the bag, please contact support@citymouseny.com within the first 7-days for an exchange.
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To begin to process your return, please click HERE
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**The above return policy does not apply to samples or changing pads. These items are final sale.