Grav steam roller11/25/2023 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 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.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. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.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. The weight of any such item can be found on its detail page. Please also note that the shipping rates for many items we sell are weight-based. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. We can ship to virtually any address in the world. We'll notify you via e-mail of your refund once we've received and processed the returned item. If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). You may return most new, unopened items within 30 days of delivery for a full refund.
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