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Help & FAQ

QUESTIONS OR CONCERNS?

Please contact us if you have any questions or concerns.

 

NEED HELP OR GENERAL GUIDES?

 

FREQUENTLY ASKED QUESTIONS

  • How long will it take for my order to arrive?

We will process and ship your order the same day or within 1-5 business days. Shipping time will vary based on your location, as we can't control the speed. The arrival time is between 1-15 business days. Some orders may take up to 30 days. Click here to view the estimated shipping time based on your country

  • I Haven't received my product within 60 days.

If you have not received your product within 60 days we will fully refund you. This is covered by our buyer's protection program.

  • How will my package be shipped?

We respect our customer's privacy, all packages are sent via in white padded envelopes with no indication of what’s inside.  

  • Which days do you ship?

Our warehouse ships orders from Monday - Friday excluding weekends and holidays. 

  • Who is your shipping carrier?

Our shipping carrier is via ePacket from overseas. (free shipping)

  • Where do you ship from?

We ship from Calgary, Alberta, Canada, as our warehouse is located there. Free shipping items are being shipped from overseas.

  • Do you ship internationally?

Yes, we now ship worldwide in Most countries.

  •  How do I check my tracking number?

Once you have made your purchase and everything is verified, you will be sent a tracking code and invoice information right when we ship your product (within 1-7 business day(s)). If you haven’t heard from us please contact us at support@cloud9city.com You can also track your order by visiting our "Track" page on the menu. Please note that some of our products do not include a tracking number for the best cheapest option to save you more.

  • Do I have to pay sales tax?

Yes, tax sales will vary based on your province.

  •  How Do I turn on my vaporizer?

Most vaporizer contain a button for power. Click the power button 5 times fast in order to turn it on/off. Hold the power button while the unit is on to heat up and start vaping 

  • What's your return policy?

We want to keep our customers satisfied. Although all sales are final, if for some reason the product is defective, we will fully exchange it or refund your product within the 24 hour time frame of receiving the shipment (un-used, due to hygiene purposes) . The shipping return will be at your own cost.  Email us at support@cloud9city.com for any questions or concerns