Customer Service

city gear customer service

Terms & Conditions

Returns & Exchanges 

You may return or exchange any item(s) provided it meets the following criteria: 

  1. You are returning or exchanging the item(s) within 30 days of the receipt of item(s).
  2. The item(s) are unworn and have the original packaging such as the original shoe box and the tags are still attached to all apparel items.
  3. You have the original invoice that was provided with the shipment.
  4. It is not a personal item such as a bathing suit, intimates or jewelry.
Please note that all clearance merchandise sales are FINAL.

You may return or exchange any item(s) purchased on the site to CITY only. You cannot return purchases made on to any City Gear location.

To return or exchange any item(s) to CITY, please contact us at or call 901-762-7850 and we will arrange a return label to be sent to you via email. All returns that use our prepaid FedEx shipping label will be charged $6.95 return fee for use of the label. This fee will be deducted from your refund. If you choose to exchange your item, you will not be charged for the use of the label. All item(s) must be placed in a proper box such as the original shipping box or equivalent.  Please do not put a label directly on the shoe box or it cannot be accepted. Make sure to cover any old labels with the new one or you can simply use a black magic marker to cover the old labels. Once you have received your label and your package is ready for return.

Please include your original invoice provided with your original shipment inside the return box for easy processing.

If you choose to use your own shipping service we recommend that you use a service that has insurance and shipment tracking in case your package gets lost. We are not responsible for return shipments sent back to us using your preferred shipping method.

Our return address is: Returns
4841 Summer Ave
Memphis, TN 38122

Depending on your location it can take anywhere from 1-5 business days for us to receive your return shipment. Once it is received, inspected and verified that it meets the return policy requirements, your refund will automatically be applied to your original form of payment within 7 business days. Please note that depending on your credit card company, it can take an additional 2-10 business days until the credit is reflected within your account.

If you have a defective item that you would like to return or exchange please contact customer service prior to returning any damaged or defective item(s) so we can be aware of the issue. Worn items that are sent back as defective need to be inspected by our returns department. In the event that the items(s) are deemed defective we will gladly give you an exchange for another item. If the item is judged not be defective we will ship the item(s) back to you at your cost. New, unworn items that are deemed to be defective are eligible for an exchange or a refund. Contact us at or call 901-762-7850 and we will be happy to assist you.

Shipping Information

Please allow 2-4 business days for processing before your order ships. Once your order has left our warehouse located in Memphis,TN you will receive an email containing tracking information for your order. If for any reason your order is split into multiple shipments you will not be charged any additional shipping fees. If you have any questions in regards to a shipment that is pending or en route to you, please contact us at or call 901-762-7850 and we will be happy to assist you.

Special Holiday Shipping Information

The holiday season is a busy time for, so please review our holiday shipping information before placing an order.

Discrepancies in billing and shipping addresses and large volume orders with express shipping, may trigger’s fraud detection program. If this occurs, a customer service representative from City Gear will contact you by phone and email in order to verify your order. Please note that unverified orders will be canceled after 48 hours and any payment will be refunded.  Processing times for refunds will depend on your credit card/bank.

Customer Service Hours

City Gear Customer Service hours are normally 7 a.m. to 5 p.m. CT (5 a.m. to 3 p.m. PST). From Monday, Dec. 15, through Friday, Dec. 26, City Gear customer service hours will be from 7 a.m. to 6 p.m. CT (5 a.m. to 4 p.m. PST). The customer service department will not be open on Christmas Day. also employs an answering service that can resolve some simple issues and take detailed messages for the Customer Service representatives. If you do speak with the answering service, but do not speak directly with a agent, you will be contacted within 1-2 business days. If you would prefer to contact us via email, direct questions to

Holiday Shipping for Contiguous U.S.

If you select Standard Shipping, order by 11:59 p.m. CT/9:59 p.m. PST on Wednesday, December 17, to receive your order by December 24.
If you select Two-Day Shipping, order by 11:59 p.m. CT/9:59 p.m. PST on Saturday, December 20, to receive your order by December 24.
If you select One-Day Shipping, order by 11:59 p.m. CT/9:59 p.m. PST on Sunday, December 21, to receive your order by December 24.

For shipping questions, please contact or call 901-762-7850.

City Gear is not responsible for delays in shipping due to carrier or inclement weather. 

City Gear Sales and Use Tax Policy Statement

CITY GEAR RECOGNIZES that sales tax is a very important source of funding for most state and local governments. We have prepared this Sales Tax Policy to explain to you when and why we collect sales tax on your purchases. IMPORTANT NOTICE: Your purchase is NOT exempt from tax merely because City Gear has elected not to collect the tax from you at the time of your purchase. Unless you live in Alaska, Delaware, Montana, New Hampshire. or Oregon, your state most likely requires purchasers to report all purchases that are not taxed and pay tax on those purchases. The tax may be reported and paid on your individual income tax return or by filing a consumer use tax return. For more information, please visit your state's department of revenue website. CITY GEAR COLLECTS SALES TAX in states where we have physical presence (or nexus), including Alabama, Arkansas, Florida, Georgia, Indiana, Kansas, Kentucky, Louisiana, Missouri, Mississippi, Ohio, Tennessee and Texas. City Gear also collect sales tax in Streamlined Sales and Use Tax States, including Arkansas, Georgia, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Nebraska, Nevada, New Jersey, North Carolina, North Dakota, Ohio, Oklahoma, Rhode Island, South Dakota, Tennessee, Utah, Vermont, Washington, West Virginia, Wisconsin and Wyoming. CITY GEAR DOES NOT COLLECT SALES TAX in any states NOT listed above because City Gear is not required to collect sales or use tax in these states. FOR OUR TAX EXEMPT CUSTOMERS: CITY GEAR DOES NOT COLLECT SALES TAX if we have your exemption certificate on file, or you are shipping your order to a state that does not collect state or local sales or use tax.