Citylocs.com FAQ

  1. Where are you located?
    A: We are a California based business hours of operation are 9:00am to 5:00pm Pacific Standard time. 626-336-2303 or email us at info@citylocs.com

  2. What forms of payment do you accept?
    A: Visa, MasterCard, Discover, American Express and Paypal

  3. How can I place an order?

    A: Either submit an order online or email us about custom projects and pricing info@citylocs.com. Custom projects have longer production and shipping times contact us for details.

  4. How long does it take to process an order?
    A: Orders take about 1 week. Since most of our items are made to order our production process takes 2-5 business days. Weekends and Holidays do not count as business days. Weekend orders get produced on the following business day Monday through Friday.

  5. Why dose my order say unfulfilled when the payment has been charged to my card already?

    A: Since items are made to order it takes us 5 business days to produce. We will not update status until your items are ready to ship and receive a tracking number.

  6. I tried placing an order but it didn’t go through and it’s showing up on my credit card statement as being charged.
    A: This is a temporary hold on your credit card placed by your bank/credit card company. We have already contacted them and they will remove the hold in 3-5 business days. Your order will not be captured, charged or processed.

  7. My order has a mistake, what do I do now?
    A: Please contact us about the issue info@citylocs.com (Please include photos) or call us 626-336-2303. We will gladly fix our error and send another item out to you at our expense.

     

  8. What is the return/exchange policy?
    A: We accept exchanges and returns within 7 days on Non Custom items. Please note that we do not offer any refunds or returns on custom orders.

  9. How do I make an exchange?
    A: Email us regarding your exchange at info@citylocs.com

  10. Return Policy
    A: NON- Personalized items can be returned in NEW Condition for a full refund. Personalized items are non refundable ONLY exchange within 14 days of purchase. 

  11. Do you have a Sunglasses Warranty? 
    A: Yes. All of our sunglasses come with a 60-day manufacturing warranty. If something happens to your sunglasses during the warranty period send them back to us and we will fix or replace them for you. We’ll ship promptly at our expense. Repairs / Return Dept. 16032 Kaplan Ave City of Industry, CA 91744.

    If you owned your glasses over 60 days and something happens to them you’re in luck! Send your sunglasses back to us and include cash or a money order in the amount of $6.00 and we will fix them for you.

  12. Do you sell wholesale? A: Yes. Please email us info@citylocs.com Subject line: Wholesale

  13. How do I get wholesale prices?A: If you are a wholesaler, please contact our office directly at 626-336-2303.