Returns
Returns are available only within 14 days from the delivery date. Orders older than 14 days cannot be returned.
**Effective immediately- We are no longer taking returns on dated materials due to the time-sensitive nature of the products. Please double-check the insert size and format to make sure they are exactly what you need before ordering as they cannot be returned.
Cancellations
All orders have a 12 hour grace period in which we will cancel and refund your original purchase price plus shipping. Please make sure that you double check all items (especially sizing on multiple products) in your cart and your shipping address before checking out.
After the initial 12 hours, your order is placed in the queue for immediate processing. No cancellations can be made after an order has shipped. If you refuse delivery of your package or fail to pay a customs fee, a refund will not be issued.
Errors/Defects
If your order arrives with errors or defects, please contact us within 2 days of delivery. To help us expedite your replacement, please send us your order number and a photo of the products you received. We cannot replace items with errors that are reported to us 30 days after delivery.
We will only replace “like” item for “like” item. Example: you ordered a Personal size Bill Tracker that was missing pages, we will send a replacement Personal size Bill Tracker only. We will not send an A5 Menu Planner as a replacement.
Buyers are not responsible for replacement shipping. We will take care of shipping fees because of our error.
Please note variations can occur during the printing process. These characteristics do not affect the usability of our products and are not considered damaged/errors. Remember, these are hand-crafted products made right here in the USA. We do not mass produce. There are bound to be differences in our products each time they are made. As always, if you have any questions before and after the sale, we want to answer them. Our team works hard to make sure you are happy with every order you place with us.
Voluntary Returns
This applies to items that you choose to return yourself. This does not apply to items that are shown to be defective or have errors made on our part. Returns are available only within the 14 days of delivery. Orders older than 14 days cannot be returned due to the time-sensitive nature of our products. Customized products (punching customizations, seconds, personalization, made to order, et al) may not be returned. See Seconds/Clearance/Customs section below for more in-depth detail on what is considered a custom product.
All items must be returned in resalable condition. All promotional materials (e.g. free gift with purchase, buy one get one free, etc.) must be returned with item(s). If the promotional item is not returned, the retail price of the item will be taken out of the refund. If the products are used or damaged in any way (incomplete, missing pages, folded pages, etc.) the refund will be denied.
Please email us at support@citygirlplanners.com for a return authorization. Any returns that are sent back to us without authorization will be refused. Please include a note with your order number or the original invoice for faster processing of your return. Items must be shipped back within 14 days of the authorization.
Unless an error has been made on our part, the buyer is responsible for return shipping. Original shipping costs will not be refunded on a voluntary return.
Exchanges
Exchanges are handled as Voluntary Returns. The same policies above apply to streamline your exchange and get your new order out to you quicker. As always, if you have any questions concerning an exchange, please do not hesitate to email us at support@citygirlplanners.com.
Return Processing
If may take up to 4 days for us to process your return. Please state in your email how you would like your payment- Refund, Store Credit or Reward Tokens.
Please see your original method of payment’s customer service for details regarding when you will see the money returned to your account.
If you purchased during a sale, you will receive a refund of your original purchase amount. You will not receive the current retail price.
Seconds/Clearance/Customs
Clearance and Seconds along with custom items are non-returnable and non-exchangeable.
Leather notebook covers that the customer has selected the stitching thread color, pockets, and/or embossing, becomes a customized made to order product. Other leather products such as totes, pouches, pen sleeves, etc. cannot be returned.
Any corner-rounding or disc-punching add-ons on our paper inserts are considered customizing your order and cannot be returned or exchanged.
All sales are final concerning the above-mentioned products.
Changes
As we cannot edit orders in processing, we will need to refund and cancel your current order. You can then place another order for the correct items. Please note: your order will lose its place in the queue. It’s always best if you need changes to alert us immediately.
Shipping Damage
If your order arrives damaged, please contact us within 3 days of delivery. Please keep the original shipping package. It may be needed for filing a claim later. It’s also a good idea to photograph the damage as it can be used as evidence in the claim. Damaged items will be replaced with the exact same product.
Shipping/Processing Time
CityGirl Planners ships from Columbus, Ohio using USPS. Please see our Shipping Policies for more information regarding shipping and processing times.
Digital Products
Due to the nature of Instant Download products, no refunds, returns or exchanges can be offered.
Leather Embossing
We reserve the right to refuse to emboss any phrase or words we find inconsiderate, profane or racially insensitive. We will email you immediately to make a different choice or cancel your order.