Shipping & Return Policies

DOMESTIC SHIPPING

All retail sales on oncloud9.com offer FREE Ground Shipping for customers in the continental United States only. Hawaii, Alaska, international, and all wholesale customers will be charged shipping fees and are responsible for all duties and fees when they apply. Orders are processed and shipped within 2-3 business days. All orders shipped to residential addresses will be delivered as Signature Required.

INTERNATIONAL SHIPPING

All international customers are responsible to pay shipping costs, duties, and taxes. It will take 7-10 business days to deliver the order with a shipping charges of $150. International shipments are subject to customs clearance procedures, which can cause delays beyond original delivery estimates. We make every attempt to minimize the potential impact of customs delays. Shipping charges will be charged at checkout while duties and taxes will be charged to the customer upon delivery.

ONCLOUD9.COM E-COMMERCE RETURN POLICY

We are delighted to have you as a customer and hope our merchandise meets your complete satisfaction. If you need to return an item, please note the following procedures: If you are unhappy with your product, please contact us within 14 days to file a claim. We will exchange the item as inventory allows and refunds may be granted as detailed below. NOTE: Product must be unused, unwashed, and in its original condition and packaging. Return packages are sent at customer’s cost.

INCORRECT, DAMAGED, OR MISSING ITEMS

If your order is missing items, please contact us within 48 hours by emailing hello@oncloud9.com and we will correct the issue at our expense. If a replacement is not available, we will refund the entire cost of returned items, and cover return shipping expenses.

OTHER ELIGIBLE RETURNS

If you wish to return your purchase for any other reason, you may do so within 14 days of receiving the order. Customers are responsible for return shipping expenses. To initiate a return/exchange you must request a Return Authorization (RA) by emailing hello@oncloud9.com

RETURNABLE MERCHANDISE

When accompanied by the original or gift receipt and in its original packaging regularly priced merchandise can be refunded within 14 days of receiving. Return shipping fees will apply. Delivery fees are non-refundable. Clearance items are non-returnable. OnCloud9 reserves the right to decline returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer. OnCloud9 also reserves the right to decline returns or exchanges not made within the 14-day period.
If an item arrives with a manufacturing defect or damage caused in transit, contact Customer Service immediately at hello@oncloud9.com. We will ask for photos to determine the best course of action. All claims must be made within 14 days of delivery. Any claims made after 14 days will not be accepted. OnCloud9 reserves the right to decline returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer. OnCloud9 also reserves the right to decline returns or exchanges not made within the 14-day period.
For further information on our return policy, please contact Customer service at hello@oncloud9.com to speak to one of our Team Members during business hours. Our business hours are Monday through Friday 9:30AM-3:30 PM EST.

IMPERFECT SALES AND CLEARANCE MERCHANDISE

We cannot accept returns on any Imperfect sales or Clearance Merchandise. All sales are final on Imperfect Sales or Clearance Merchandise.

CUSTOM ORDERS

Custom Orders are manufactured especially for you, which is why we do not accept cancellations, exchanges, or returns. Vendor ship times vary, we have only provided you with an estimated ship time.

PROBLEM? LET US HELP.

In the unlikely event your item arrives either damaged or defective, please contact customer service immediately at hello@oncloud9.com. To help resolve your issue, we will ask for photos or videos to determine the best course of action (e.g. replacement, exchange, or refunds). All claims must be made within 10 days of delivery. Any claims made after 30 days will not be accepted.

IMPORTANT DISCLAIMERS

DELIVERY ISSUES

Once a package leaves our warehouse, we are no longer responsible for lost or stolen packages.If your package shows delivered, but you have not received it please reach out to UPS Customer Service at 1-800-748-5877. Due to privacy concerns, Oncloud9 cannot reach out to UPS on behalf of the customer. UPS will allow you to file a claim.
If you live in an area with a high risk of package theft, please reach out to us when you place your order to request a "signature required" delivery.

INTERNATIONAL DELIVERIES

International orders are not refundable and customers are responsible for paying any customs duties and taxes.

ARRIVAL DATES

OnCloud9 does its best to assure merchandise arrives within the quoted delivery time frame. If an unforeseen delay occurs,we will do our best to notify you in advance, however we do not provide monetary compensation for late delivery.

COLOR & FINISH

Due to the uniqueness and raw material used in some of our products, the color, finish and dye lot may vary on each item. Also, due to the nature of how products are crafted, the uniqueness of each item varies from piece to piece. In addition, exposure to light and temperature changes can affect the condition of your merchandise over time.

HOW TO MAKE A RETURN

  1. If you would like to make a return, please reach out to OnCloud9 Customer Service at hello@oncloud9.com to verify return eligibility before sending pieces back.
  2. If you wish to make a return, please indicate the following: reason for return, order number, and product description.
  3. Pack and seal your return securely in the original package if possible. Include the original packing slip with the indicated information above.
  4. Eligible returns will receive a refund.

RETURN ADDRESS AS LISTED BELOW:

Oncloud9.com
Customer Service/Returns
1 Mars Court, Unit 1-2 Boonton,
NJ 07005
hello@oncloud9.com

REFUNDS

Refunds will be processed when the item has been received in our office. Upon return, your item will be inspected.If eligible, credits will be issued for the purchase price. Please allow up to 14 days for your credit to reflect in your bank account.

 

NON-REFUNDABLE ITEMS

  • Imperfect Items

  • Clearance Items

  • Custom Orders

  • International Orders

CREDITS TO YOUR CHARGE CARD

Credit Card and PayPal refunds will only be credited to the credit card or account used on the original purchase.It will take up to 14 days from the date OnCloud9 has received your return for your account to be credited.