FREQUENTLY ASKED QUESTIONS
We recently migrated from our old website platform, to our new one. Due to this, some customers may have an issue using their old passwords if the old passwords were very short or not secure. To easily resolve this follow these instructions:
- Go to the LOST PASSWORD page [HERE].
- Enter your account email address and click on the 'RESET PASSWORD' button.
- Check your email account for an email that will contain a link for you to reset your password.
If you still encounter issues, please feel free to CONTACT US and we will be happy to help.
Your credit card will be processed for the entire amount of your order. Any backordered items will be shipped upon arrial at no additional charge. Please allow 7-10 business days for your order to leave our warehouse.
We accept Visa, Mastercard, American Express and Discover. Also, we accept bank wire transfers, checks for wholesale/designer customers only.
Account approvals are typically processed within 24 hours (Monday to Friday). Be sure to check your email for the account activation message. If you haven't received any communication after 3 business days, please reach out to us at order@cloud9d.com. We're happy to assist!
Yes, we encrypt all credit card information during transmission and storage, so that data is private and secure.
We recently transitioned to a new website platform that allows you to log in using either your username or email address. If you were a customer on our previous website, your username is now your email address.
Approval typically takes 1-2 business days. You will receive an email notification once your approval is complete.
We primarily ship through UPS and FedEx. If you prefer a different carrier or wish to use your own shipping account number, please include this information in your order notes.
We've secured competitive rates from UPS and FedEx due to our high shipping volume. Shipping costs are calculated based on the delivery address, package weight, size, and dimensional weight of the box.
We strive to ship orders in full. However, if any items are backordered, this will be clearly indicated next to the specific item in your cart. Backordered items will be shipped separately as they become available.
Yes, we offer drop shipping for all our items, exclusively for trade accounts. There is a $10 drop ship fee per item, and all shipments are sent via UPS or FedEx, with shipping costs prepaid by the customer.
For trade accounts, a 25% restocking fee applies to the return of non-defective items. Please reach out to us within 30 days of receiving your order. Retail customers are not subject to a restocking fee.
For trade accounts, any returns or claims for defective or incorrect items must be submitted via email (order@cloud9d.com) within 30 days of receipt. Please note that return shipping costs will apply to non-defective items.
For retail customers, returns are accepted within 14 days of receiving your order. Return shipping costs are the responsibility of the customer.
Yes, you will have access to our retail pricing. However, trade pricing will only be visible once your login has been approved.
We recently migrated from our old website platform, to our new one. Due to this, some customers may have an issue using their old passwords if the old passwords were very short or not secure. To easily resolve this follow these instructions:
- Go to the LOST PASSWORD page [HERE].
- Enter your account email address and click on the 'RESET PASSWORD' button.
- Check your email account for an email that will contain a link for you to reset your password.
If you still encounter issues, please feel free to CONTACT US and we will be happy to help.
We recently transitioned to a new website platform that allows you to log in using either your username or email address. If you were a customer on our previous website, your username is now your email address.
Your credit card will be processed for the entire amount of your order. Any backordered items will be shipped upon arrial at no additional charge. Please allow 7-10 business days for your order to leave our warehouse.
We accept Visa, Mastercard, American Express and Discover. Also, we accept bank wire transfers, checks for wholesale/designer customers only.
Yes, we encrypt all credit card information during transmission and storage, so that data is private and secure.
We primarily ship through UPS and FedEx. If you prefer a different carrier or wish to use your own shipping account number, please include this information in your order notes.
We've secured competitive rates from UPS and FedEx due to our high shipping volume. Shipping costs are calculated based on the delivery address, package weight, size, and dimensional weight of the box.
For trade accounts, any returns or claims for defective or incorrect items must be submitted via email (order@cloud9d.com) within 30 days of receipt. Please note that return shipping costs will apply to non-defective items.
For retail customers, returns are accepted within 14 days of receiving your order. Return shipping costs are the responsibility of the customer.
All customer orders are typically shipped within 6 to 10 weeks. Please note that all custom orders are final sale, and we do not accept returns or exchanges on these items.
Account approvals are typically processed within 24 hours (Monday to Friday). Be sure to check your email for the account activation message. If you haven't received any communication after 3 business days, please reach out to us at order@cloud9d.com. We're happy to assist!
Approval typically takes 1-2 business days. You will receive an email notification once your approval is complete.
We strive to ship orders in full. However, if any items are backordered, this will be clearly indicated next to the specific item in your cart. Backordered items will be shipped separately as they become available.
