We offer FREE worldwide shipping on orders over $40.

For orders under $40, shipping is a flat rate of $7.90 to most countries, including the US, UK, Canada and Australia.

US orders are shipped via USPS First Class.

Most orders will ship within 1-3 business days of being placed.  Once your order is ready for shipment, you will receive an e-mail with tracking.  If you do not get one, please check your spam/junk folder!

Please note, some of our products are shipped directly from the manufacturer which should be indicated on the product page.  In that case, it may take longer than our 1-3 day turnaround time but we will give you a heads up on the timeline via e-mail.  

We always do our best to get your order out as quickly as possible and will let you know of any delays! 

After your order has been handed off to the carrier typically you can expect 8 days for deliveries. Please note these are only estimated times and we cannot guarantee delivery dates. Your order will be updated with tracking by the carrier which will give you the most up to date information on your package so please make sure to check your e-mail with tracking, we will not have further information than what is shown there.  

Yes! Once your order has shipped, you'll receive a tracking number via email. You can track your order directly through the link provided in the email.

If an item has arrived damaged or is missing from your order or you received the wrong item/size, please reach out to us at hello@citybear.co and we will rectify the situation ASAP!

Please note, in some cases, USPS will update tracking before a package is actually delivered and it will show up in the next business day or two. We recommend waiting and then checking with neighbors or your doorman before assuming it is has been lost or stolen.

For U.S. deliveries, please contact USPS directly at 1-800-275-8777 or submit a tracking inquiry using your tracking number.

For international orders, please reach out to us at hello@citybear.co, and we'll provide you with the appropriate courier contact details to help resolve the issue.

Please contact us at hello@citybear.co ASAP. Once your order has shipped we are unable to make any changes or cancel your order.

We accept returns of unused, unworn merchandise with tags still in tact within 30 days of purchase. Final sale items (items discounted 40%+ or noted on the product page) are not eligible for return. Oversized items such as beds, carriers, etc. are not eligible for return unless they are damaged upon receipt. 

To start a return, you should firstly contact us at hello@citybear.co and we will send you instructions on how and where to send your package.

Please note: The return shipping fee is the buyer's responsibility for change of mind or incorrect size orders. A restocking fee of $8 will apply to all returns. Shipping fees are non-refundable.

To view our full return policy click here.

Our return warehouse is based in the US. For international customers, returns for change of mind or incorrect size orders must be sent to our U.S. warehouse. Please note, the return shipping fee is the responsibility of the buyer.

If your order has any issues, please contact us at hello@citybear.co before proceeding with a return.

Measure your pet's neck, chest, length, and belly (for Sphynx) according to our how to measure your pet guide and compare them to the size chart found on the product page to find the best fit. Please note, sizing is not standard across the brands we carry - a medium in one brand may be an XL in another! When in doubt, do not hesitate to reach out to us at hello@citybear.co - we respond quickly and would love to help!

Detailed instructions and tips on measuring your pet can be found on our size guide page.

If you're unsure about the size, you can provide your pet's neck, chest, length, and belly (for Sphynx cats) measurements in the "Add Order Note" section at checkout. We'll review the details and verify the size before shipping to ensure a perfect fit.

We do not offer price adjustments or retroactively apply discount codes to orders. If a coupon code is not working, please reach out to us before placing your order at hello@citybear.co. Once an order is processed we cannot make changes.

Please reach out to us at hello@citybear.co BEFORE placing the order so we can look into the issue further. We do not retroactively apply coupon codes after an order is placed.

You can contact us through the Contact Us page on our website, via the chat widget, or via email at hello@citybear.co. We're ready to assist you with any inquiries.