Help & FAQ

QUESTIONS OR CONCERNS?

Please contact us if you have any questions or concerns.

COVID-19 Pandemic 

We have implemented measures to keep our fulfillment centers sanitized. All employees are required to use disposable gloves and face mask when processing and fulfilling orders. We have also added hand sanitizers in every entrance and exits. As part of our daily routine, we wipe down all surfaces (Keyboards, mouse, printers, machines, switches, door handles, floors, etc) with disinfectant. We are practicing social distancing there may be a little delay due to short staff.  All shipping and orders are currently processing normally. 

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

  • 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?

Unhappy With Your Product? We stand by our products and your satisfaction is guaranteed. Full refund no matter what. No questions asked. Simply email us at support@cloud9city.com

We want to keep our customers satisfied. If for some reason the product is defective, you do not enjoy it, lost during transit, we will fully exchange it or refund your order. Email us at support@cloud9city.com for any questions or concerns. 

We offer warranty on all products for 30 days. The warranty covers defective product  and lost or stolen parcel with free replacement or a full refund.