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Support

LIVE SUPPORT AND CUSTOMER SERVICE

For customer services or support please send us an email at support@cloud9city.com. The best way to contact us is through EMAIL.

REFUND AND EXCHANGE
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. We investigate returns from case to case basis  Email us at support@cloud9city.com
 for any questions or concerns

PAYMENT OPTIONS

 We accept Most Major creditcards : 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 support@cloud9city.com, make sure you type " cloud9city " as the answer (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 Any Bank Below)

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SHIPPING

We offer free shipping Canada wide. We ship by ePacket, all of our free shipping products are shipped right from the manufacture overseas.

 

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. The most common shipping arrival for expedited shipping is between 1 – 7 business day(s). Some orders are sent ePacket which may take 5-30 days with free shipping.

TRACK YOUR ORDER
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)) Sometimes it may take up to a week due to high volume of sales. If you haven’t heard from us please contact us at support@cloud9city.com. Please note that some of our products do not include a tracking number for the best cheapest option to save you more.

ORDERING STEPS
Once you’ve added the product of your selection you would click on “check out” in the menu bar. Fill in all the correct information in your billing and shipping address. After that select your payment option, we primarily accept major Credit Card, and eTransfer as our payment option, once everything is verified, you will receive an email from us within 1 business day containing your tracking number and invoice information. For the complete and full detailed guide click here
 

RECEIVED THE WRONG ITEM  

If you received a product that you did not order or the wrong item, please contact us at support@cloud9city.com and we will resolve your issue from there. 

POINTS REWARD SYSTEM

We offer a reward program that rewards you 1 point for every dollar you spend. Click on the Rewards Program tab at the bottom left corner to view the rewards and more information.

ORDER CANCELLATION AND ORDER CHANGES

If you want to cancel your order, please notify us immediately as we ship products on that same day or within minutes of ordering. If we’ve already shipped your product you must ship it back unopened at your own expense and we will be more than happy to give you a full refund right went we receive your item(s).