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Our Newsletter


FAQ's

Questions & Answers

If you do not see your answer here, please email us on the Contact Us section.
Questions Answers
   
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.
Q: Are clearance items returnable? A: All clearance items are final sale, no returns/no exchanges.
Q: Do you accept checks or money orders? A: Yes, we accept check and money orders only for US domestic customers.  Please choose "Mail Orders" as the payment method during Step 2 of the checkout.  Your order will be shipped once we receive payment.  The check should be made out to NYCwebStore.com in the total amount and mailed to , CitySouvenirs.com, 350 Rear N Church St., Robesonia, PA 19551.
Q: How much does it cost for shipping and handling within the US, Puerto Rico and Canada? A: We use standard UPS shipping costs. The pricing depends on the zip code of the shipping address and the weight of the package.  UPS Ground (including Alaska, Hawaii and Puerto Rico) starts at around $7.00 and increases the further distance you are from New York City.  Using UPS Canada Standard costs $12.00 and above.  A handling fee of $2.50 is a separate charge applied to every internet order.
Q: Does CitySouvenirs.com ship internationally? A: Yes, we do ship international orders (4-8 business days) using UPS Worldwide Express.  Shipping costs start at approximately $36 USD for most countries, and the price goes up several dollars for each additional pound.  UPS Standard is a more affordable option for all orders shipping to Canada, and can take between 3-8 business days in transit, depending on customs. You will see your shipping charge during the checkout process.  If CitySouvenirs.com needs to confirm the validity of an order--confirmation by the customer may delay the shipment of the order.
Q: How long does it take for my package to arrive? A: Since most of our orders are shipped from New York City, this time frame can range from 1 to 5 business days shipping UPS Standard Ground.  Please visit the following page UPStracking for the transit time map. Quicker service is available using UPS 3-Day Select, UPS 2nd Day Air, UPS Next Day Air and UPS Next Day Air Early AM. 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, responses from the customer may delay the shipment of the order.
Q: What can I expect with UPS service? A: CitySouvenirs.com uses best efforts to ensure your package is delivered on time.  UPS will pick up your order 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 UPS services.  Delays may be experienced during weather related events and high-volume periods such as holidays.
Q: UPS Shipping disclaimer A: Although CitySouvenirs.com provides best effort service to our valued customers, CitySouvenirs.com is not responsible for lost, damaged or delayed packages once the package leaves our facilities and is handed over to UPS.  All refunds for lost, damaged or delayed shipments follow the selected courier's legalese.  For more details, see theUPS disclaimer. Also, see the current UPS working schedule.
Q: I still don't know which shipping option is best for me.  Please explain all of the domestic UPS options in detail. A: UPS offers a variety of shipping options for service you can rely on. UPS Ground is our most affordable method for domestic shipments, and its normal time in transit can take anywhere from 1 to 5 business days, depending on where you are sending the package in the US. Please click on the following link, UPStracking, to determine your expected time. 3 Day Select guarantees your delivery on the 3rd business day after it ships. Although UPS only delivers on business days, which are Monday through Friday, there are exceptions using  2nd Day Air and Next Day Air. 
2nd Day Air guarantees delivery on the 2nd business day after it ships. Saturday delivery is available with an additional $15.00 when it is shipped out on a Thursday. It is necessary to include the words "Saturday Delivery" in the Special Instructions section of the checkout process. Next Day Air guarantees delivery the following business day after it is shipped, by 10:30am to businesses and by the end of the following business day for residences. Saturday Delivery is available for $15.00 extra when it ships out on a Friday. It is necessary to include the words "Saturday Delivery" in the Special Instructions section of the checkout process. Next Day Air Early AM guarantees delivery to most cities in the US the following business day after it ships, between 8:00am and 10:00am, depending on your location. Click here to view your expected delivery time.
Q: What if UPS 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            212.769.0535       or at orders@citysouvenirs.comto let us know of an alternate address to ensure the reshipment will be delivered.  Depending on the UPS 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.
Q: What could delay my order? A: Here are a few reasons your package may be delayed:
-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.
Q: What does it mean when an item is backordered? A: When an item is unavailable to send out for several days or more, we put it on backorder until it becomes available.  We try to include an estimate of its shipping date both on our website and on your invoice. 
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 in Brooklyn, some products are made on demand and require additional shipping time.
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.
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 in Brooklyn, 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.
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,             212.769.0535      , 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.
Q: I received a gift, and it is damaged.  What should I do? A: Please notify us immediately either by phone,            212.769.0535      , 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.