![]() If you are not happy with the item you received, that's not a problem. You can read more about our full return policy here. Once the replacement process starts, we will email you a return label for the broken package to be returned. The broken item(s) need to be returned to us in order for us to send you a replacement or offer a refund. You will also need to file a claim here. Please do not discard any of the broken pieces of the product or the original packaging and shipping box. In the email, be sure to tell us your full name and order number with any details. If you did purchase the shipping protection at checkout, please make sure you take multiple photos of the broken item and shipping box and email it to within 48 hours. If you are not sure how to conduct any of these tests, please call, email, or use our live chat feature to contact us and we will be happy to help. If the item arrived damaged or broken, and you did not purchase the shipping insurance, Cloud Cat is not liable for any damages during shipping. We cannot accept items that have been used (even just once). For electronics, make sure the chamber heats properly before loading. For glass, this can be a simple water test. Please do not load any herb or concentrates into products until you have tested they're working properly. Used items cannot be returned, so please inspect your items before using them. If the item arrived damaged or broken, and you did not purchase the shipping insurance, Cloud Cat is not liable for any damages during shipping. My item arrived damaged/broken, what do I do?Īll orders must have shipping insurance in order for Cloud Cat to cover any damaged/broken items due to shipping. You can read more about shipping insurance here. If you opted out of purchasing the insurance, you will not be covered and Cloud Cat is not liable for any damages or lost orders during shipping. If you purchase the shipping insurance, you will be covered for any damages to your order due to shipping. You can opt-out of the insurance if you click the toggle button under the "Check Out" button. We now offer shipping protection that is automatically added to each order over $9.99. Does my order include shipping insurance? Paying for standard shipping will only decrease shipping time not processing times. For orders $120+, Economy Shipping is $7.10 & Standard Shipping is $14.20.For orders $119 or less, Economy Shipping is $4.20 & Standard Shipping is $7.10.We currently have a promotion that offers FREE shipping to first-time email subscribers. However, that does not mean your package is lost or won't be delivered, you just may not be able to follow it right away. The carrier can sometimes miss a scan and it can take a little longer for your tracking to show. Once you've received tracking information from the shipping department, please allow 24-48 hours for the carrier to update the tracking information. Why don't I see an update on the tracking? ![]() Please note: paying for faster shipping does not decrease processing time. We are working on reducing that time frame but in the meantime, we appreciate your understanding and patience. Some orders can be filled in 24 hours and some can take 7-10 business days (excluding holidays) to process during the busy holiday season (shipping time not included). We do our best to process orders as fast as possible. We now offer Sezzle so you can get that bong or setup you've always wanted! *A $50 minimum order is required to be able to use Sezzle.
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