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) .

Sizing

Our sizing is by weight, height, waist, and chest for most garments, and head circumference for our hats. We have a size chart online at the link here: https://www.citythreads.com/pages/sizing-chart. If you have additional sizing questions, send us an email, and we can forward you to our fit consultant.

Product Care

With our garments, we recommend that you machine wash cool and tumble dry low. With swimwear, it can last even longer when you rinse it right away after being in the ocean or pool, and also, if you can opt for air drying.

Materials & Manufacturing

We recently shifted our product packaging from hangtags to inserts. Here are some of the reasons we made this switch:

- The former hangtag had plastic on the string to attach it to the garment. We have been working on reducing our plastic use gradually, and this is one way we can address that. Also, the former hangtags were made from conventional paper and ink.

- Our new inserts are made from recycled cardstock and printed with soy-based inks at a local Los Angeles-based small business; they are also recyclable.

- To note – while we are shifting to lower-impact packaging and marketing options, we still have conventional options on-hand. For us, sustainability also means using what we already have. So, if you receive hangtags in this transition period, it’s because we are doing our best to reduce overall
waste.

Yes, all of our garments are cut and sewn in Los Angeles. We have been working with our partner factories for several years. Many of their employees have sewed with them for 20+ years. We’re proud to support the local manufacturing industry. Full transparency – our twill hat accessories are constructed in China, and then dyed and finished in Los Angeles.

Yes. 

- A selection of our fabrics are certified STANDARD 100 by OEKO-TEX®. Their labels mean that the products have been independently tested for harmful chemicals, and verified for high product safety. Learn more here >

- Our organic styles are made using yarn certified by GOTS – Global Organic Textile Standard. GOTS is the worldwide leading textile processing standard for organic fibers. The organic yarn is then knit and dyed in Los Angeles. All of our organic styles are made from 100% organic cotton. Learn more about GOTS here >

- One of our fabrics is ZDHC certified – Zero Discharge Hazardous Chemicals is the most comprehensive program, when it comes to chemical inputs and outputs. They help manage the inputs in supply chains to reduce the amount of hazardous chemicals that are discharged into water waste. Learn more here >

Yes, all of our organic cotton is made from yarn certified by GOTS.

Yes, the dyes we use in all of our Dyed In LA styles are AZO-free lower impact reactive dyes.

No, there is no fire retardant applied to our sleepwear fabrics.

Regarding the UPF 50+, no special treatments or chemicals have been added for sun protection. The UV protection exists naturally in the tight weave and thickness of the fabric. We have our swim fabrics tested, and they actually rate much higher than UPF 50+, sometimes even UPF 100-200, but by regulation, we can only claim it offers UPF 50+ protection.

All of our garment dyed jersey, thermal or organic cotton styles that have matching stitch are sewn with 100% cotton thread. The dyed garments that have contrast stitch are all sewn with polyester thread. All of our baby rib styles are sewn with polyester thread as well. The only styles we use 100% cotton thread in are the garment dyed styles that have matching stitch. Feel free to ask about any specific styles and what the content of the thread is.

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

Search