FAQ

COVID-19 UPDATE

Our top priority is the health and safety of our employees and customers. That's why we completely redesigned our production and logistics center to comply with government-recommended social distancing and PPE guidelines.

What does that mean for you?

• Processing times may be delayed. Generally, processing times are 6-12 business days*, although these times are currently varying due to issues related to COVID-19 and government orders and the impact on our business. Even on public holidays there may be longer processing times.
• We will notify you as soon as your order is shipped or if we detect any problems fulfilling your order.
• You can cancel for a full refund. We've updated our returns policy so you can cancel any unshipped order at any time and receive a full refund.

 

We appreciate your patience and understanding as we resolve this issue together.

Many thanks for your help!

*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, July 4th, Labor Day, Thanksgiving and Christmas

FREQUENTLY ASKED QUESTIONS

HOW CAN I CONTACT YOU?

We have 24/7 live chat on the website or via emailsupport@cityliven.com

HOW MUCH DOES DELIVERY COST?

We offer expedited shipping for a flat rate of $15.99 or standard shipping of $6.99 per order. If your order total exceeds $50, shipping is free.

What payment methods does cityliven.com offer? ACCEPT?

We currently accept credit card payments and Paypal. If you would like another payment method, we are happy to help you!

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

IS IT SAFE TO SHOP ONLINE AT support@cityliven.com?

Absolutely! We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures secure Internet transmission of your personal information. We do not store any credit card information or pass on your personal information to third parties.

If you still have concerns about placing your order, please contact support@cityliven.com and we will contact you about an alternative method to place your order!

How can I change or cancel my order?

If you need to make changes to your order, please contact us at support@cityliven.com within 8 hours of placing your order. We cannot make any changes beyond this period.

How can I track my order?

When your order ships, we will send you an email with a tracking number. If you have not received this email, please email support@cityliven.com

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

A pre-order item is an item that you order before we have it in our inventory. You can cancel until your order is processed. To cancel, you may email us at support@cityliven.com

I PRE-ORDERED AN AVAILABLE SET. ARE THESE SHIPPED SEPARATELY?

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

WHAT ARE YOUR RETURN POLICY?

We offer a 14-day hassle-free return policy

The item(s) must be in their original condition and the return label and hygiene seal must be present. Items must not have been worn, washed or altered in any way.

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

cityliven.com offers a full refund (item price excluding original shipping costs).

All returns can be sent to our returns warehouse in the United States.

How can I request a return?

Requesting a return has never been easier!

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

Please note that we cannot refund the initial shipping costs for returned goods unless the items are faulty. We also cannot reimburse the costs for return shipping.

Once we receive the item(s), we will ship your new part(s) or you will receive your refund (item price excluding original shipping costs).

We cannot be held responsible for any loss of returned garments. We recommend using a registered mail service when returning goods and recording tracking details.

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

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@cityliven.com so we can promptly investigate the matter for you!