Frequently Asked Questions

Order Processing

Orders ship on weekdays. If we receive your order on the weekend, it will ship on Monday.

All orders, unless expedited, will be sent out at the time window listed at checkout. For more information about shipping, shipping times, costs, and placing expedited orders, please visit our informational page about Shipping & Returns.

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.

Shipping

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.

Returns & Exchanges

City Threads Face Masks for obvious health reasons are not returnable, and therefore we cannot offer refunds. If there is a fitting issue with the mask, and you need a different size, please contact us at customerservice@citythreads.com.

For all other items, 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: $3.67 shipping cost (deducted from refund when we receive returned item)
RETURN 2 OR MORE ITEMS: $7.55 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. 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".

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 $3.67 for one item returned, or $7.55 for more than one item returned ($7.55 is the total shipping cost for 2+ items) .

Loyalty Program

We no longer are offering the ability to earn points for purchases. Existing points are still valid for redemption.

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.

Wholesale

Yes, we offer wholesale accounts. For any wholesale inquiries, please contact us at customerservice@citythreads.com

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