Refund policy
Last updated: August 17, 2026
The short version: 30 days from delivery to return any item · no restocking fees · you pay return postage if you changed your mind — we pay if the item is damaged, wrong, or never arrived · refunds to your original payment method in 5–10 business days.
30-day returns
You have 30 days from the day your order is delivered to request a return on any item. To be eligible, the item must be unworn, unwashed, in its original condition and packaging, with all tags attached, and your order number as proof of purchase. The 30-day window applies to every item, including items purchased at a reduced price.
How to start a return
- Email support@citegyz.shop with your order number and the item(s) you’d like to return.
- We’ll confirm your return and send instructions, including the return address.
- Ship the item back within 14 days of your return being approved. We recommend a tracked service.
Items sent back without requesting a return first cannot be accepted.
Who pays return shipping
| Situation | Return postage | What you get |
|---|---|---|
| Changed your mind, wrong size, no longer needed | Paid by you | Full refund of the item price |
| Item arrived damaged or defective | Paid by us | Free replacement or full refund, including shipping you paid |
| Wrong item shipped | Paid by us | Correct item shipped free, or full refund |
| Order never arrived | Nothing to return | Free replacement or full refund — your choice |
There are no restocking fees — ever.
Damaged, wrong, or missing items
Inspect your order when it arrives. If an item is damaged, defective, wrong, or your order never shows up, email us within the 30-day window with your order number and a photo if relevant. We’ll send a free replacement or issue a full refund, including any shipping you paid, and cover return postage if we need the item back.
Exchanges
Need a different size? The fastest way is to request a return for the item you have and place a new order for the size you want — your replacement ships without waiting for the return to travel back.
Refunds
Once we receive and inspect your return, we’ll email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may need extra time to post the credit. If more than 10 business days have passed since approval and nothing has appeared, email support@citegyz.shop and we’ll trace it.
Contact us
| Store | Citegyz (BONE EVERCREST WHOLESALE LLC) |
|---|---|
| Address | 2001 Fortune Dr, Lexington, KY 40509, United States |
| support@citegyz.shop | |
| Hours | Monday–Friday, 9 AM – 5 PM ET |