Here you'll find the answers to the most common questions our customers have!

CANCELLATION & EXCHANGES

CAN I CANCEL OR CHANGE MY ORDER?

Once your order is placed, we aim to send it to production as soon as possible. Depending on when your order was placed, cancellation may be possible if production has not yet begun. Please contact our support team to request a cancellation and we will be more than happy to assist you. Any cancellation request over one hour of purchase is subject to a 20% processing fee of the entire order. Any paid shipping will not be refunded.

MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?

Please contact our support team for any items that arrived damaged, defective, or if the wrong item arrived, including a photo of the item.

We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.

CAN I RETURN MY PURCHASE?

If you are not happy with your purchase, please contact our support team for assistance and explain your reasons. All returns/refunds are subject to executive management's approval. Refunds must be requested within 30 days of purchase and the item(s) must be in good condition and returned to us to be eligible for a refund. Be advised that we cannot issue any refunds until we receive the item back in our US Location. 20% restocking fee may be deducted from the total refund amount.

Please note, personalized items are not refundable as they cannot be restocked. Wrong quantity or product type refund requests are not acceptable as the customer is responsible for checking their order details before making the payment. Shipping/ Handling Fees are not eligible for refunds.

MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING

This is an extremely rare case. We make every effort to accurately represent all designs and products. If your purchase is not what you expected, please email us with your order number and pictures of your product, so we can initiate the replacement process. 

SHIPPING

HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?

We typically ship all orders within 2-5 business days, but we aim to ship your item within 1-2 business days.

WHICH CARRIER DO YOU USE?

We ship all items with USPS or UPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.

HOW LONG DOES IT TAKE TO ARRIVE?

We ship all orders from our USA factory. Once shipped, we see delivery happen within the following timeframe:

• USA - Within 2-8 business days
• Canada - Within 4-11 business days
• Western Europe - Within 5-11 business days
• Australia/NZ - Within 5-13 business days
• Rest of the World - Within 5-15 business days

These timeframes are typical and based on our many years of experience, but we have no control over our carrier's delivery times. The buyer is responsible for checking with their local carriers for more details on the order. 

I DIDN'T RECEIVE MY ORDER

Please contact us at support@oncloudnine.shop with your order number and/or confirmation email and we'll help you track your order.

CAN I PAY EXTRA TO GET MY ITEM QUICKER?

You have the option of Express order processing at checkout. This will prioritize your order for shipping within 1-3 business days where possible.

WHAT ABOUT CUSTOMS FEES/TAXES?

We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.

It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.

SHIPPING INSURANCE

Shipping insurance is offered at checkout. It's provided by Route. Route will contact you with all insurance info and terms via email.

Route will inform you of the shipping and tracking for your package, regardless of whether you have purchased the insurance. 

If your item becomes lost, stolen, or damaged in transit - you can file a claim with route directly at this page: https://claims.route.com

Please note - shipping insurance is non-refundable once your order has shipped.