Questions? ✉support@cloud9city.com

Returns/Shipping and Payment Options

BUYER's PROTECTION

We offer 60 days money back buyer's protection, if you have not received your product within 60 days we will fully refund you.

REFUND AND EXCHANGE

We want to keep our customers satisfied. Although sales are final, if for some reason the product is defective or you do not enjoy it, 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.) We investigate returns from case to case basis. The shipping return will be at your own cost.  Email us at support@cloud9city.com for any questions or concerns. 

PAYMENT OPTIONS

Here at C9C we accept Visa, Mastercard, American Express, Discovery, Paypal and eTransfer as our payment.   

INTERAC E-TRANSFER PAYMENT

We offer Interac e-transfer as an option of payment, if you do not have an interac e-transfer email you can sign up online by using your online banking login. To send the payment you must send the funds to cloud9city@outlook.com, make sure you type " cloud9city " in the answer box (without the quotation and all lowercase), the question box can be anything you wish. Once we've received the payment we will ship your product and email you your invoice and tracking number. (Make sure you send the correct amount displayed as your final price, or the order will be cancelled) 

CLICK HERE for a completed guide for all banks    

How to set up INTERAC e-Transfer (Click On Your Bank Below)

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SHIPPING

Some orders are sent via epacket which may take 5-15 days to arrive. These apply to "Free Shipping" Products which are sent from Shenzhen (Manufacture).

We ship by :

All items will take 1-5 business day(s) to process. 

Here is an estimate of the shipping times.  Due to factors that often affect international shipments, such as holidays, customs, and weather delays, we can only offer an estimate of shipping times. 

 Location Estimated Shipping Time
United States 5-20 business days
Canada, Europe 5-20 business days
Australia, New Zealand 5-20 business days
Mexico, Central America, South America 20-30 business days 

SHIPPING POLICY

 

IMPORTANT: We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. Please enter the correct shipping details when checking out. If you realize you have made an error, simply e-mail us at support@cloud9city.com as soon as possible.


Cloud9city is not responsible for destination country tax and/or any duty charge that may incur. Customers will be held accountable for any restrictions, duties, taxes, and any other fees collected from the destination country.

Cloud9city will not be responsible for any Duties, Taxes, or Customs fees under any circumstances.

 

DISCREET PACKAGING

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

SHIPPING ARRIVAL TIME

Shipping arrival time can vary based on your location as we can’t control the shipping time . Free shipping products will take about 5- 30 days to arrive.