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.
To initiate a return, please visit our Returns Center.
If there's a problem with the items you have purchased from us, we will refund the purchase price (minus the shipping costs) or exchange those products, subject to the following conditions:
- For items that are eligible, return requests must be made within 30 days of receipt of the order. Returned items must be received by us within 30 days of your request.
- All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable
- All returned items must be in original, resalable condition
- Refunds are issued in the form of Store Credit ONLY
- Discounted items are final and cannot be returned for exchanged
- We cannot accept returns after 60 days
- Returns that do not meet our policy will not be accepted and will be returned to you at your cost
Our customer service will get back to you once a return item is received by us and we will email your credit voucher once the item is received. This normally takes from 5-7 days.
Sphynx Clothing/Shoes/Mats/Beds Exemption & Return Exceptions:
Please note that some clothing items, all sphynx clothes, shoes, mats, beds, and custom orders are non-returnable unless there is a defect. If you have any concerns with the item you have ordered or wish to seek further information about an item you are considering ordering please contact us at firstname.lastname@example.org for more information. We also urge you to double-check the sizing charts before ordering to ensure that you have selected the best possible size for you.
We take the health of our client's pets very seriously. Parvo is every new puppy and dog owner’s worst nightmare. In a matter of days, a perfectly healthy puppy can go from playful and active to fatally ill. Canine Parvovirus is not only very contagious, but it is also exceptionally resistant and can linger on surfaces for months. The virus can survive on clothing, equipment, on human skin, and in the environment. Indirect transmission occurs when a puppy encounters a contaminated person, object, or environment. Therefore, there are no returns on beds, carriers, blankets, and other items that might transmit this and/or similar diseases.
Due to hygiene reasons no items intended for use with pets, any pet bedding or any pet clothing will be accepted for returns. This also applies to mats/toys. If you need any further information please contact us at email@example.com for more information.
Wrong Size Ordered/Exchange
We encourage you to measure your pet as accurately as possible, many of our items are custom ordered and cannot be returned. If an item is not eligible for return/exchange or if shipping times are lengthy, it will be posted in the item description. If you are unsure, it is best to contact us at firstname.lastname@example.org in advance to find out if the item you wish to purchase is eligible for exchange/return.
Presently, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) in accordance with our returns policy and repurchase the item(s) in the desired size or style once your store credit is issued.
If the unlikely event that your item has arrived damaged or defective upon arrival we will fix the problem right away. In order to process this you will be required to provide us with photos of the issue to us via our Return Center.
Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order/exchange or a full refund. This is down to the discretion of the Management Team.
On occasion there may be slight color/shade disparity between the colors of our items on different platforms e.g. mobile/tablet due to tint and contrast difference and we aim to accurately demonstrate all of our products on our website as clearly as we can.
Please note we are unable to issue a refund for nor cover any damage which has been caused by pets after items have been received e.g. ripping, scratching or tearing.
Return/Refund Shipping Costs
Refunds will be given in the form of STORE CREDIT ONLY. All refunds will be processed for the full amount paid for the item ordered however please note that the shipping costs are non-refundable.
Please also note that you are responsible for the shipping costs for returning your item. We do not provide return labels except only for damaged or defective items upon arrival. For more information please contact email@example.com.
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 firstname.lastname@example.org.
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.