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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 on orders over a certain amount. Any order that uses FREE SHIPPING 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.

Rewards Program

For every $20 spent at www.citythreads.com, not including shipping charges, each customer will earn 1 point, which is equal to a $1 reward that can be used in a future purchase at www.citythreads.com. To find out how many points you currently have, click here.  To use your points in a purchase, select how many points you want to apply on your purchase in the "Spend your points" section which is available in the right sidebar of your shopping cart as well as during checkout in the "Order Review" step.

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 offers returns for full refund or store credit within 30 days from when the order is received. The customer will be responsible for paying a small cost to return the item, as listed below:

RETURN ONE ITEM: $3.50 shipping cost (deducted from refund when we receive returned item)
RETURN 2 OR MORE ITEMS: $6.75 flat-rate shipping cost (deducted from refund when we receive returned item)

Note: This cost applies to orders in the Continental U.S. Only. Orders from other locations will have return shipping costs determined on a case-by-case basis.

We will email you a return label to put on your return. To request the return label, please email us at customerservice@citythreads.com with the following information:

  1. your name
  2. order number
  3. sku number of item
  4. how many pieces of item

Next, we will issue the return label. Then, we receive the returned item, we will issue a refund for the item, except for the shipping cost deducted as listed above. This policy will be in effect except in the case of a damaged piece. If you receive a damaged piece, please contact us at customerservice@citythreads.com. We will handle the situation accordingly.

As our inventory changes, some colors or screens may not be available for replacement, in which case we will make an attempt to find something similar. You have 30 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".

Exchanges

If you would like to exchange an item for another item, please follow this process, we cannot process an exchange in the original order. Place a new order for the item you would like, and place a return request as listed in the “Returns & Repair Policy.” We will email you a return label. We will ship out your new order without waiting for the return. When we receive the returned item, we will give you a full refund, except for the shipping expense, as long as the item is unwashed, and in new, sellable condition. As a reminder, the return shipping cost is $3.50 for one item returned, or $6.75 for more than one item returned ($6.75 is the total shipping cost for 2+ items) .

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.

Wholesale

For any wholesale inquiries, please email Joe at joe@citythreads.com.

Contact Us

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