FAQs

We’re dedicated to getting your order to you as soon as possible. Most orders are processed and shipped within 1-3 business days after you receive your order confirmation email. Once shipped, you’ll receive another email with tracking details. 

For express orders placed after 9am EST, shipping will occur the following business day. Please note that we are closed on weekends and federal holidays, so orders won’t be shipped during these times.

Your order will be processed within 1-3 business days (a bit longer during the holiday season). Once your order is shipped, we’ll send you a tracking number via email. Please allow up to 48 hours for tracking information to update.

We provide a variety of shipping options through USPS and UPS. Delivery times vary based on the method you choose:

• USPS Ground Advantage: 2-5 business days  
• USPS Priority Mail: 1-3 business days  
• UPS® Ground: 1-5 business days  
• USPS Priority Mail Express: 1-2 business days  
• UPS Next Day Air Saver®: 1 business day  

Please keep in mind that it can take 1-3 business days for your order to be processed before it’s shipped. Shipping times are estimates and may be subject to carrier delays beyond our control.

At this time, we only ship within the 50 U.S. states. We’re unable to ship to U.S. territories or internationally.

Because our fulfillment process moves quickly, we can’t make changes to the shipping address once an order has been processed. If you notice an issue with your address, please contact us immediately at hello@ctwny.com. While we’ll do our best to help, we can’t guarantee changes can be made after the order is in fulfillment.

Billing information cannot be edited after an order is placed. If incorrect billing information was entered, please contact your bank for assistance.

If you need to cancel an order, please contact us as soon as possible at hello@ctwny.com. We’ll do our best to accommodate your request, but once an order reaches a certain fulfillment stage, cancellations may not be possible. If that’s the case, you can refer to our Return Policy for help with returning the item once it arrives.

To exchange an item, the fastest way is to return the one you have and place a new order for the item you want. If you’d prefer a direct exchange, feel free to reach out to us at hello@ctwny.com, and we’ll do our best to help.

To submit a return request, click the profile icon in the store's navigation.

1. Log in to your account:
    1. In the "Email" field, enter your email address, and then click "Continue".
    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Submit request".

Please note that there’s a $7 fee for the return shipping label, which will be deducted from your refund unless you choose store credit, in which case the fee is waived.

We’re sorry to hear your package hasn’t arrived! Sometimes packages marked as delivered show up a few days later, especially during busy times like the holidays. Here’s what you can do:

- Check with neighbors or roommates who may have picked up the package.  

- Contact your local mail carrier or the shipping carrier (USPS or UPS) to see if they have more information.  

- File a claim with the shipping carrier if your package is lost or stolen.

Once you’ve filed a claim, please email us at hello@ctwny.com with your order number and claim details, and we’ll assist you with the next steps.

Our products are currently available exclusively on our online store.

To stay updated on restocks and new launches, sign up for our newsletter and follow us on social media.

You’ll find size information on each product page. If you have any questions, just email us, and we’ll be happy to help.

Care instructions for each item can be found on its product page. Please check the specific instructions for the best care of your purchase.

Yes! We prioritize performance and environmental responsibility. Our fabrics come from trusted mills in the U.S. and U.K., and all of our prints are made using OEKO-TEX® 100-certified inks and 100% renewable energy.

Fun fact: Our first order was a custom neck warmer for a client we met skiing in Utah who wanted a special Christmas gift for a friend! 

While we don’t officially offer gift wrapping or special packaging on our website yet, if you’d like your item wrapped, email us at hello@ctwny.com before placing your order, and we’ll do our best to accommodate.