Returns & Exchanges

Here at CITYBEAR CO we want you to have complete peace of mind when you choose to shop with us. We understand that ordering online can be daunting and we want to make sure you know we are here to help from start to finish. We hope you love your items as much as we do but understand that in some cases you may need to contact us to organise a return and we are here to make this as easy as possible for you.

Return Requests

We have a 30 calendar day return policy for all products and return requests will not be accepted for orders placed by mistake. 

If you find any product to be defective, we will either send over a replacement or issue a refund for the product. If the product is OOS, refund can be applied to the original payment method.

To start a return, you should firstly contact us at hello@citybear.co with 'RETURN' and your order number as the subject line, and describe the situation. We will send you instructions on how and where to send your package. Items sent back to us without requesting will not be accepted, and rejected items will be sent back to the original shipping address at the customer’s expense.

Please note that sale items are not eligible to be returned.

CityBear reserves the right to reject any returned product that does not comply with our return policy.

Restocking Fee

A $8 restocking fee will be charged for all returns. Shipping costs are non-refundable.

Conditions

Please email  hello@citybear.co if you’d like to cancel your order. However, please note that we are unable to cancel your order once your order is fully processed. If you receive a shipping confirmation from us, we will not be able to cancel it and will only be able to proceed the order as a return instead.

Refund Payment

We will notify you once we’ve received and inspected the returned items. We will refund immediately once your return was approved. Please remember it can take up to 14 days for your bank or credit card company to process the refund.

Exchanges Requests

We have a 14-day exchange policy for all products except PERSONALIZED items and exchange requests will not be accepted for orders placed by mistake.

Feel free to email us if you have any question about sizing :)

To start a return, you should firstly contact us at hello@citybear.co with 'EXCHANGE' and your order number as the subject line, and describe the situation. If your request is accepted, we will send you instructions on how and where to send your package. Items sent back to us without requesting will not be accepted.

Address Errors

Please make sure to double check your address when you are entering your details on our contact information page. If you have entered the wrong address, moved or need to change a product size/style after your order has been shipped and you have received your shipping confirmation we will be unlikely to be able to accommodate you nor offer you a refund. Please contact hello@citybear.co ASAP if you notice a mistake or error so we can contact the warehouse.

Please Note: In the circumstances that we are able to resend an order to you, you will be required to cover the re-shipping/restocking fee as necessary.    

    Orders Outside US

    Orders outside US may not be returned. If you received damaged or defective items upon arrival, or any other issues with your purchase please contact us at hello@citybear.co.

    Undeliverable packages which require reshipment at the customer's request, are subject to a reshipment charge equivalent to the original shipping fees. This includes refusal of a package, unclaimed packages, or misinformation on the part of the customer. Should we be unable to reach the customer for resolution, a 50% restocking fee will be applied, and a store refund will be issued for the balance. Shipping and handling are non-refundable.

    Out of Stock Refund

    When a product you ordered is sold out, we will make a refund to you.

    We try our best to most efficiently notify our customers and update our system as frequently as possible to prevent such cases, however these instances are sometimes inevitable and we sincerely apologise for any inconvenience.

    • Refunds will take up to 3-5 business days.

    • Refunds are issued to the original form of payment.

    Return Terms & Guidelines

    Please make sure all returned items are well packaged, so as not to be damaged in the post. We cannot take responsibility for items damaged or lost in the return transit.

    Please return your items with an insured courier (e.g., FedEx, UPS, USPS Priority Mail) and retain your receipt. Please be advised that until there is proof that we have received your merchandise, it is your property. CITYBEAR CO is not responsible for items damaged or lost in transit. Items returned through the U.S. Mail using only insurance without delivery confirmation can be lost in transit. Insurance by itself does not provide proof of delivery. If an insured item becomes lost, it is the customer's responsibility to file a claim with the Post Office to recover their loss for their merchandise. Insurance with the post office is a transaction between the individual and the United States Postal Service and is not affiliated with CITYBEAR CO.

    If you have any questions regarding the return policy of a particular item, please email us at hello@citybear.co.