Returns Policy
You may return most new, unopened items within 7 days of delivery for a full refund. The customer is responsible for return shipping unless it is an error on our part or defective item. Please note we do not accept merchandise returns after product has been used. Customized orders cannot be returned.
When ordering, please consider purchasing Route insurance which costs 1.15 for any amount you order. Just check the box during checkout! This will insure you are reimbursed if your item should be damaged or broken during shipping after it has left our facility. We do not guarantee reimbursement for damages if you do not purchase the insurance.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it 1 to 3 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. You may also send us a simple email to customerservice@countrybythecity.com.