Shipping & Return Policies
DOMESTIC SHIPPING
INTERNATIONAL SHIPPING
ONCLOUD9.COM E-COMMERCE RETURN POLICY
INCORRECT, DAMAGED, OR MISSING ITEMS
OTHER ELIGIBLE RETURNS
RETURNABLE MERCHANDISE
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
CUSTOM ORDERS
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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
- 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.
- If you wish to make a return, please indicate the following: reason for return, order number, and product description.
- Pack and seal your return securely in the original package if possible. Include the original packing slip with the indicated information above.
- 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
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Imperfect Items
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Clearance Items
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Custom Orders
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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.