FAQ

COVID-19 UPDATE

Our top priority is the health and safety of our employees and customers, which is why we completely redesigned our production and fulfillment center to comply with state-recommended PPE and social distancing guidelines.

What does this mean for you?

• Processing times may be delayed. Generally, processing times are 6-12 business days*, although those times currently vary due to issues related to COVID-19 and government orders and the impact on our business. Processing times may also be extended during holidays.
• We will notify you as soon as your order is shipped or if we foresee any problems with the fulfillment of your order.
• You can cancel for a full refund. We have updated our returns policy so you can cancel any unshipped order at any time for a full refund.

 

We appreciate your patience and understanding as we work through this together.

Thank you very much for your support!

*Please understand that business days do not include weekends or holidays such as New Year's Day, Martin Luther King Jr. Day, President's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day and Christmas.

FREQUENT QUESTIONS

HOW CAN I CONTACT YOU?

We have 24/7 live chat on the website, or email support@citybuyy.com

HOW MUCH DOES DELIVERY COST?

We offer expedited shipping at a flat rate of $15.99 or standard shipping at $6.99 per order. If the total amount of your order exceeds $50, shipping will be free.

WHAT PAYMENT METHODS DOES citybuyy.com ACCEPT?

We currently accept payments by credit card and Paypal. If you would like to arrange payment by another method, we will be happy to try to assist you with your request!

Please contact us directly at support@citybuyy.com to arrange this.

IS IT SAFE TO BUY ONLINE AT support@citybuyy.com?

Absolutely! We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures the secure transmission of your personal information over the Internet. We do not store any credit card details nor do we share your personal information with any third party.

However, if you are still concerned about placing your order, please contact support@citybuyy.com and we will contact you to offer an alternative method of placing your order.

HOW CAN I CHANGE OR CANCEL MY ORDER?

If you need to make any changes to your order, please contact us at support@citybuyy.com within 8 hours of placing your order. We will not be able to make any changes beyond that period.

HOW CAN I TRACK MY ORDER?

When your order is shipped, we send you an email containing a tracking number. If you did not receive this email, please send an email to support@citybuyy.com

WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?

A backorder item is one that you order before we have it in our inventory. You can cancel up to the time your order has been processed. To cancel, you can email us at support@citybuyy.com

I ORDERED AN AVAILABLE SET WITH A PREORDER, ARE THEY SHIPPED SEPARATELY?

We will ship your order once all items are available. If you would like to receive the available item before pre-order, please email us at support@citybuyy.com

WHAT IS YOUR RETURN POLICY?

We offer hassle-free returns within 14 days

Items must be in their original condition with the return label and hygiene seal in place. Items must not have been worn, washed or altered in any way.

Unfortunately, we cannot accept returns that do not meet the above requirements.

citybuyy.com offers a full refund (item price excluding original shipping cost).

All returns can be sent to our US based returns warehouse.

HOW DO I REQUEST A RETURN?

Requesting a return has never been easier!

We offer hassle-free returns within 14 days. To initiate a return, simply email us at support@citybuyy.com using the email address used to process your order within 14 days of receiving your package.

Please note that we cannot refund initial shipping costs for returned products, except for faulty items. We are also unable to refund return shipping costs.

Once the items have been received, we will send you your new parts or you will receive your refund (item price excluding original shipping cost).

We are not responsible for the loss of returned garments. We recommend using a certified postal service to return products and keeping track of tracking details.

What happens if the item I receive is damaged or defective?

We work hard to ensure that all items sold are of the highest quality. However, if you have any concerns about a faulty or damaged item, please email us at support@citybuyy.com so we can review the matter urgently.