Customer Service

We want your experience with our site to be as easy and enjoyable as possible. If you are having questions regarding an order, our clothing sizes, or are experiencing difficulty using the site, please contact us at customerservice@citythreads.com or call us at 213.612.3710 9AM thru 5PM Pacific Standard Time on Mon-Fri (excluding Holidays). We are here to serve you and would love to hear from you.

ORDER PROCESSING:


All Orders, unless expedited, will be sent out ground within 2-4 business days.
For more information about shipping, shipping times, costs, and placing expedited orders, please visit our informational page about Shipping & Returns.

FREE SHIPPING

As a bonus for our customers, City Threads often issues FREE SHIPPING discount codes to use at checkout. Any order that uses a FREE SHIPPING discount code, will be shipped by Ground only regardless of the shipping method selected. We will always assume the customer prefers the FREE SHIPPING discount over the expedited shipping method. If a customer uses a discount code that offers both a product discount and FREE SHIPPING, but would like to have the order expedited, please enter the desired delivery date in the Special Comments field during checkout and a City Threads representative will contact you as soon as possible.

MISSING ITEMS

If our inventory is incorrect and you purchase an item that is out of stock, we will contact you via email with replacement options. If we do not hear back from you if you would like the replacement item(s) within one business day, we will refund your credit card for the missing item, and ship the order out to avoid further delay.

RETURNS & REPAIR POLICY:

City Threads does not offer refunds. Instead, we offer credit that can be applied towards the purchase of any items on our website. The customer will be responsible for the cost of shipment and/or call tag UPS charges for any returned merchandise. This will be true except in the case of a damaged piece. If this happens please contact us at customerservice@citythreads.com. We will handle the situation accordingly.

As our merchandise changes often, some colors or screens may not be available for replacement, in which case we will make an attempt to find something similar. You have 14 days to return a damaged good from the time it was received.

Sizing - We recommend purchasing "one size up" to provide a safe buffer that the item you are purchasing will fit comfortably to your child's satisfaction. Our clothes are built to last and will remain a viable option in your child's wardrobe for a longer period of time if you order "one size up".

INTERNATIONAL ORDERS

We ship orders to the Americas (including Guam, Puerto Rico, the U.S. Virgin Islands, APO/FPO addresses, South America and Canada) as well as Western Europe, Japan, Singapore, Taiwan, Hong Kong, Australia & New Zealand. All orders are billed in U.S. dollars. We reserve the right to refuse shipment of an order that we feel may be fraudulent.

We hope to expand our delivery range to other countries in the near future. If you wish to be notified of when we will be able to ship internationally, please send us an email at customerservice@citythreads.com.

BECOMING A CITY THREADS RETAILER:

For consideration on becoming a City Threads retailer, please contact Joe Willis at citythreadsjoe@aol.com or 213.612.3710.

    Please include the following information with your submission:
  • Company name
  • Company address
  • Company phone number
  • Tax ID #
  • Contact name
  • Contact phone number
  • Contact email address

QUESTIONS ABOUT YOUR ORDER?

Please email customerservice@citythreads.com or call 213.612.3710.

CONTACT US:

Email: customerservice@citythreads.com
Phone: 213.612.3710
Fax: 213.612.3714

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All of our products are compliant with the Consumer Product Safety Improvement Act (CPSIA). Read our Certificate of Compliance here.
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