FAQ

city gear customer service

Orders

Accepted Payments

We currently accept all major credit cards including Visa, Mastercard, American Express, and Discover. City Gear also accepts transactions submitted through Paypal. City Gear does not currently accept Apply Pay or Google Pay.

Can I order an item over the phone?

No, we do not process orders over the phone, but if you require assistance with your order, you may call customer support at 901-762-7850.

Can I change my order?

If your order has yet to ship, you may contact us by phone at 901-762-7850 or by email at support@citygear.com. Please have your order number ready. If the order has already shipped, you may return your products once they arrive.

How long will it take my order to ship?

Please allow 2-4 business days for processing before your order ships. Once your order is shipped, it will take as long as stated in your selected delivery method.

Tracking Numbers

Once your order has left our warehouse located in Memphis,TN you will receive an email containing tracking information for your order. If the tracking number does not work, it may be too soon for the shipment information to have been updated, so please wait a day before checking again. If you did not receive a tracking number, email support@citygear.com with your name and order number and we will send it to you.

UPS tracker

Processing times

Orders that are placed before 3PM have a greater chance at recieving same day processing and shipment, however, the customer should typically allow 2-4 business days for processing before the order ships. Once your order has shipped it will take as long as stated in your selected delivery method. Delivery options will be shown in the checkout screen and users may select one of the following:

  • UPS Ground: Standard 3-day shipping
  • UPS 2nd Day Air: Guarenteed delivery by the end of the second day
  • UPS Next Day Air: Guarenteed next day delivery; item will typically arrive before noon. 

In order for any shipment to arrive before the Christmas holiday, be sure to place your order prior to the dates listed below to ensure your package arrives by December 24th.

  • UPS Ground: December 17th  before noon
  • UPS 2nd Day Air: December 19th before noon
  • UPS Next Day Air: December 20th before noon


Returns/Exchanges

What products can be returned?

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.
 

Can I return a product to a physical store?

No, you may return or exchange any item(s) purchased on the CITYGEAR.com site to CITY GEAR.com only. You cannot return purchases made on CITYGEAR.com to any City Gear location.

How do I return a product?

To return or exchange any item(s) to CITY GEAR.com, please contact us at support@citygear.com 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 label will be charged a 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.

Can I use a different shipping method for returns?

Yes, but 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: CITYGEAR.com Returns 4289 Concord Road, Memphis TN, 38118

Why did my order get cancelled?

When a product on our website is no longer available, either the product will no longer be visible on site, or an “Out Of Stock” notification will appear on the product detail page. Occasionally, due to inventory fluctuation, products that appear as available when an order is placed may, in fact, be out of stock. In the event of this error, our Customer Service team will notify you as quickly as possible that the order cannot be fulfilled. The out of stock product will be cancelled from your order and you will not be charged for the product.

Cancelling an order

If you need to cancel an order after completing checkout, you will need to call our customer service number at (901)-762-7850 and speak with one of our representatives. Customer service hours are from 7AM until 5PM Central Time (or 5AM to 3PM Pacific Standard Time). You may leave a voicemail if you call outside of our standard business hours.


Product Information

How do I know if clothing will properly fit me?

Look at the sizing charts on this page to get an idea of what size clothing will fit you best

Are your shoes real?

Yes, we have a strong relationship and history with Nike and Jordan and only sell legitimate shoes.

Why are prices different in stores vs. online?

The merchandise and prices available on our website do not reflect the merchandise and prices available in our stores. Our stores will not match prices with our online store. Currently, we do not have access to store inventory lists or price lists at this website. Please contact your local City Gear store manager for more information and availability (Click here for a list of City Gear Stores)


Reward Points

How are reward points earned?

Reward points are earned through spending money on CityGear.com. For each dollar you spend, you earn 1 point.

What can I do with bonus points?

Reward points can be used to complete or help pay for an order. You'll be able to apply any available reward points during checkout at the "Payment" section by checking the box next to "Use My Reward Points." Each reward point is worth 2 cents, and you can redeem a minimum of 100 points at a time.

How can I check how many reward points I have? 

To check how many reward points you have, click on "Account" at the top of the page. Once on the "Account" page, click "Reward Points" in the left sidebar. 

How soon is the balance updated?

Your reward point balance will update immediatly after a completed checkout. You can check your newly updated balance on your account page. 


Gift Cards

How do I redeem a gift card?

Gift cards are redeemable in City Gear stores only. 

How can I check my gift card balance?

Click on the "Gift Card Balance" link at the bottom of each page under "Support" or click here.  Note that gift cards are only redeemable in City Gear stores and not on CityGear.com.


Discounts

Limitations

Discounts cannot be applied to any new launch shoes,however, the use of user-accured reward points on the purchase is permitted.

There are no regular discounts available for certain classic silhouettes. Some of which include: Adidias Superstars, Converse Chuck Taylor, tonal white Air Force 1s, etc.

Stacking discounts

Discounts are stackable in most instances but are always subject to change. Users can gain access to a variety of discount options for their purchase by registering for an account with citygear.com

Military discounts

City Gear does not currently offer military discounts in store or online.