Shipping & Delivery

Last updated: 9 March, 2026

1. Order Processing

We ship worldwide and offer free shipping on orders over $100+ for all customers. All orders are processed within 1–3 business days after receiving your order confirmation email. You will receive another notification when your order has shipped.

Please note: We are unable to deliver to U.S. territories, PO boxes, or APO/FPO addresses.

2. Shipping Rates & Delivery Estimates

Please use the chart below to estimate shipping and handling charges based on the pre-tax value of US or International orders.

The shipping time is after the 3-5 days processing time for Made to Order item(s). Delivery delays can occasionally occur due to factors outside our control.

Below you will find shipping fees by order total.

3. Shipment Confirmation & Order Tracking

You will receive a shipment confirmation email containing your tracking number once your order has shipped. Orders may be split across multiple shipments, and items ordered together may not be shipped on the same day.

4. Incorrect Shipping Information

If you need to update your shipping address, please reach out to us at hello@citybear.co within 24 hours. We’ll do our best to make the change before your order is processed. Once a package has been shipped, we’re unable to reroute it.

5. Order Cancellation

If you need to cancel your order, please contact us at hello@citybear.co as soon as possible, preferably within 24 hours of placing your order.

Once this time window has passed, your order may have already been processed or prepared for shipment. In such cases, we may no longer be able to cancel the order.

If your order is successfully cancelled before it has been processed, a full refund will be issued to your original method of payment. Please allow 3–10 business days for the refund to appear on your statement, depending on your payment provider.

6. Damaged, Defective or Incorrect Items

We’re sorry if this happens. We want your items to arrive in perfect condition. If you receive a damaged, defective, or incorrect item, please notify us within 30 calendar days of receiving your order. Contact us at hello@citybear.co and include your order number along with photos of the item and its packaging so we can review the issue.

If you change your mind or order the wrong size, please note that we take steps to help prevent sizing issues before orders are shipped.

Before shipping, we send a size confirmation email to customers to double-check measurements. We also strongly encourage customers to review our size chart and compare it with their pet’s measurements before placing an order to ensure the best fit.

Because each order is confirmed prior to shipment, we may not be able to offer refunds or exchanges for items ordered in the wrong size due to incorrect measurements provided at the time of purchase.

8. Lost or Stolen Packages

If your package has not arrived, please first check the tracking information to confirm whether it is still in transit.

If the tracking shows the package as delivered but you have not received it, please contact your local courier and check with neighbors or household members to see if the package was received on your behalf.

If you are still unable to locate your package, please contact us at hello@citybear.co. Include your order number and tracking information, and we will work with you to help resolve the issue.

9. Still Need Help?

We’re here to help. If you have any questions or need further assistance, please send us a message at hello@citybear.co, and our team will get back to you within 24 hours.