Returns/Shipping and Payment Options
BUYERS PROTECTION
Money-Back Guarantee
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.
PAYMENT OPTIONS
We only accept e-transfer 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 pay@cloud9city.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)
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 the 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.