Refund policy

Please review the information below before placing an order or initiating a return.

Shipping


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.

Returns

 

Return Eligibility

We accept returns of unused and unworn items within 15 days of the delivery date.

To begin a return:

We may request photos or additional information before approving a return.

Final Sale Items

The following items are final sale and cannot be returned or exchanged:

  • Sale items

  • Changing sheets/changing pads

  • Samples

  • Any item marked as Final Sale

Return Processing

Once your return arrives at our facility, please allow up to 5 business days for inspection and processing.

Refunds are issued to the original payment method and may take 3–5 business days to appear after processing.

Please note:

  • Original shipping charges are non-refundable.

  • Return shipping costs are the responsibility of the customer.

Gift Purchases

Our 15-day return policy applies to gift purchases as well.

If you're purchasing a gift and are concerned about return timing, we recommend purchasing a Citymouse® Gift Card instead.

Shop Credit Purchases

If an item purchased with shop credit is returned, the return shipping cost will be deducted from the credited amount.

Delivery Date and Return Window

The 15-day return period begins on the carrier's marked delivery date, regardless of when the package is retrieved.

To ensure eligibility, please inspect your order promptly upon delivery.

Return Conditions

 

To qualify for a refund, exchange, or store credit:

  • Items must be returned within 15 days of delivery.

  • Items must be unused, unworn, and in their original condition.

  • All original tags and packaging must be included.

  • All components originally included with the bag must be returned, including:

    • Straps

    • Stroller hooks

    • Accessories

    • Unused changing sheets

Items Not Eligible for a Full Refund

Returns may be denied or subject to reduced refunds if the item contains:

  • Stains

  • Marks

  • Odors or scents

  • Personal belongings

  • Trash or debris

  • Signs of wear or use

Citymouse® reserves the right to determine return eligibility after inspection.

Original Packaging Requirement

Items returned without original packaging may incur a 10% restocking fee.

Return Shipment Deadline

After your return request is approved, the package must be shipped and marked in transit within 7 days.

Damaged or Defective Items

If your order arrives with a defect, damage, or missing item, please contact Support@citymouseny.com within 15 days of delivery.

To assist with your claim, please provide:

  • Photos of the item

  • Photos of the shipping/packing label

Images must clearly show the item next to the shipping/packing label to qualify for a replacement, exchange, or refund review.

How to Start a Return

  1. Log in to your customer account.

  2. Enter the email address used for the order.

  3. Retrieve the six-digit verification code sent to your email.

  4. Enter the verification code.

  5. Select the order you would like to return.

  6. Choose the item(s) you wish to return.

  7. Select a return reason and add any notes.

  8. Submit your return request.

Once approved, follow the return instructions provided.

Additional Information

As a small business, we kindly ask that customers review this policy carefully before making a purchase or initiating a return.

By placing an order, you acknowledge and agree to the terms outlined above.