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FAQ's

If you do not see your answer here, please email us: Contact Us
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Q: How much does it cost for shipping and handling within the US, Puerto Rico and Canada?
A: In your shopping cart you will receive an estimated shipping cost before you continue to checkout. We ship UPS, USPS and FedEx.
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Q: Does CitySouvenirs.com ship internationally?
A: Yes we do!
UPS and FedEx Express is 4-8 business days.
USPS Priority is 6-10 days.
USPS First Class is 2-8 weeks (depending on the distance from the US).
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Q: I cannot complete my order online.  What should I do?
A: Call us Monday through Friday, 9am to 5:30 pm EST and speak with a helpful sales agent to complete your order over the phone at 212-769-0535.
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Q: Are clearance items returnable?
A: All clearance items are final sale, no returns/no exchanges.
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Q: Do you accept checks or money orders?
A: Not at this time. We do accept PayPal and all major credit cards. 
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Q: How much does it cost for shipping and handling within the US, Puerto Rico and Canada?
A: In your shopping cart you will receive an estimated shipping cost before you conitnue to checkout.  We ship UPS, USPS and FedEx.
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Q: How long does it take for my domestic package to arrive?
A: Since our orders ship from the East Coast, this time frame can range from 1 to 5 business days shipping UPS or FecEx Ground.  Quicker service is available using 3-Day, 2nd Day Air or Next Day Air. Note:Orders placed after 3pm will not ship before the next business day. We attempt to ship the same day or the following business day after an order is placed. Business days are Monday through Friday.  If CitySouvenirs.com needs to confirm the validity of an order or address, responses from the customer may delay the shipment of the order.
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Q: What can I expect with courier service?
A: CitySouvenirs.com uses best efforts to ensure your package is delivered on time.  The selected courier will pick up your package from CitySouvenirs.com the evening your order is packed.  The following day your package will be available for online tracking.  There may be certain circumstances that delay your order from being delivered on time.  CitySouvenirs.com is not responsible for courier services.  Delays may be experienced during weather related events and high-volume periods such as holidays.
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Q: What if the courier is unable to deliver my package, and it is returned to CitySouvenirs.com?
A: CitySouvenirs.com will make every effort to get in touch with you via email and telephone concerning a returned package.  You can also reach us at 212.769.0536 or at orders@citysouvenirs.com to let us know of an alternate address to ensure the reshipment will be delivered.  Depending on the service requested, we will charge the original card for the 2nd shipping cost.  If you choose not to have it mailed out, we will refund the cost of the item(s) (shipping, handling and gift wrap are non-refundable), and email you with this confirmation.
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Q: What could delay my order?
A: Here are a few reasons your package may be delayed:
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If a product is on backorder, normally we will wait a few days, if necessary, to ship all parts of your order at the same time.  Orders using expedited delivery will be informed as to the status of the order components.

- The address entered in the Billing Information section during checkout does not match what the credit card company has on file.  An inquiry to the customer must be made in order to avoid any possible fraud

- A product may no longer be available in the requested style/size, and emails and phone messages to the customers have not been answered.
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Q: Is there a restocking fee?
A: On quantity orders (typically orders over $200 or a dozen or more of the same item), a restocking fee may be applied if inventory was secured directly from the manufacturer.  A Restocking fee generally consists of 15% of the purchased products, shipping costs, credit card processing fees and any non-refundable custom products.
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Q: A product says "Please add 5-7 business days to the delivery time of this product."  What does this mean?
A: Items describing additional times for its delivery are shipped directly from our affiliate warehouses or directly from the artist, depending on the product.  While we try to keep inventory in our office and warehouse, some products are made on demand and require additional shipping time.
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Q: How can I return an undamaged item for a refund or exchange?
A: There is a 30-Day return policy from the date of purchase in which you can request a refund.  After these 30 days, a store credit for the product's price will be emailed to you in the form of a coupon code. Exchanges can be made up to 60 days from the purchase date.  You may send any valid returns and/or exchanges to the following address:CitySouvenirs.com/ Returns/ 350 Rear N Church St., Robesonia, PA 19551  Once we receive an undamaged return, we refund the subtotal amount (shipping, handling and gift wrapping are non-refundable).  When an exchange is ready to be sent out, we will charge the appropriate UPS amount for its reshipment.
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Q: I want to return a product with GC- in the product ID, so how do I go about doing that?
A: As we cannot accept any returns of these items to our office, please contact us either by phone,            212.769.0535      , or through email atorders@citysouvenirs.com, so we can give you the return address.  All returns of undamaged and in perfect condition GC- products carry a restocking fee of 15% when received within 30 days of the purchase. No returns can be excepted after the 30 day return period.
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Q: What if there is a problem with my order once I receive it?
A: Please notify us within 7 days of its delivery either by phone, 212.769.0536, or through email at orders@citysouvenirs.com if you receive an incorrect (note: not incomplete) order or damaged item. If an error is made, we will exchange the items and pay for shipping both ways via UPS Ground only. Once we are notified, a hold in the amount of the replacement item(s) plus shipping will be placed on your credit card and will be voided once the damaged/incorrect item(s) are returned.  If the 
item(s) are not shipped within 7 business days of its most recent delivery date, your credit card will be charged for the amount of the hold.  Please notify us immediately if no return label is included in the reshipment.  We will do our best to resolve the problem.

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Q: I received a gift, and it is damaged.  What should I do?
A: Please notify us immediately either by phone, 212.769.0536 , or through email at orders@citysouvenirs.com if you receive a damaged item. If it was not a result of UPS' handling of the package, we will exchange the items and pay for shipping both ways via UPS Ground. In this case, replacements can only be sent when we have the damaged item in our possession.  We will issue a return shipping label via email to the receiver the same day we are notified, and once we have it back in our possession and confirm it is damaged, we will send out a replacement. When a damaged item(s) is returned and determined to be resellable by the CitySouvenirs.com team, the cost of shipping both ways will be charged to either the biller or recipient. If an item is needed sooner, the receiver's credit card number will be necessary to send out a replacement. A hold in the amount of the replacement item(s) plus shipping will be placed on your credit card and will be voided once the item(s) are returned, and we have determined that it is indeed defective. If the product(s) is determined to not be defective by CitySouvenirs.com, the credit card will be charged for the shipping cost to and from your residence and any difference in the final price of the merchandise.  Please notify us immediately if a return label was not received. We will do our best to resolve the problem.
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