Shipping Policy

What is the cost to ship my City Loo order?

All City Loo purchases placed through our website with a $200 or more value will ship for FREE to any continental U.S. address.  Orders under a $200 value will be sent using current standard shipping rates, with the cost for your order shown upon checkout. For international addresses, please contact the City Loo team at service@thecityloo.com for a shipping estimate. 

Can you ship to a PO box?

PO boxes in some areas may have limitations on deliveries. Please contact the City Loo team at service@thecityloo.com so we may help ensure your order arrives at your PO box or alternative address.

How long will it take to receive my order?

Please allow 5 to 7 business days for your order to arrive.

Ensuring the satisfaction of our customers and their pets is at the core of our company's mission.

Return Policy:

Please note that we have a 30-day return policy. We recommend that you inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you received the wrong item. Inspect your order upon arrival and contact us immediately for assistance. Returns requested after the 30 (thirty) day return period will receive an 80% refund. 

Damage, Defective or Wrong Items:

 If you encounter any issues with The City Loo, please contact our City Loo team promptly at service@thecityloo.com, and we will work with you to resolve the situation.  If the purchased product is faulty or damaged, please send us an email with 2 (two) photos at sevice@thecityloo.com within 7 days of delivery date so that we can proceed with a replacement or return.

Return Criteria:

For a return to be accepted the item must meet the following criteria:

• Items with no appearance of having been used, In the same condition as when you received it.
• In the original packaging

Please note that we have a 15% restocking fee that will be deducted from the total amount refunded.  All items must be returned in the original packaging and condition with no visible signs of usage.

To initiate the return process, contact us at service@thecityloo.com. Items sent back without prior authorization will not be accepted. Once your return is approved, we'll provide instructions on how and where to send your package. Keep in mind that shipping fees will apply.

Refunds

After receiving and inspecting the returned City Loo, we will notify you of the refund status. If approved, the refund will be processed to your original payment method. Please allow some time for your bank or credit card

Please ensure items are correctly packed in their original/clean condition. Any damages during transport may lead to deductions in the total refund.