Shipments
Packages are generally dispatched within 1 business day of receipt of payment and are shipped via USPS or FedEx, depending on the method chosen during checkout with tracking. Packages may or may not require a signature at either ours or the carriers discretion. Whichever shipment choice you make, we will provide you with a link to track your package online.
We pack all shipments Monday- Saturday, holidays excluded. We have scheduled USPS pick-ups Monday – Saturday and FedEx Pickups Monday-Friday. Shipping fees include handling and packing fees as well as postage costs. Shipping rates will be based upon weight. We reserve the right to package and send your order in one or more shipments depending on the weight and shipping categories as we see fit.
With the passing of Arkansas SB978 in the State of Arkansas we will no longer be able to ship E-liquid to residents of Arkansas. If you purchase E-Liquid and have it shipped to the State of Arkansas, the E-liquid portion of your order will be cancelled and refunded.
Shipping Times (Estimated)
All shipping times are estimated/
See www.usps.com or www.fedex.com to see which shipping time applies to the method of shipping selected with your order.
APO/FPO
We do ship orders to all APO/FPO addresses. You must select USPS as your shipping carrier.
International Shipping
We offer international shipping to Canada, The United Kingdom, and Australia.
NOTE TO INTERNATIONAL BUYERS: ORDER AT YOUR OWN RISK!
Please make sure you are familiar with your country’s e-liquid and e-cigarette customs/importation laws before ordering from Cloudy Collaborations, LLC! We will not be held responsible for orders seized by customs, and we will not falsify customs forms to accommodate any orders. Customs forms will all be marked honestly, with accurate product and product value details in accordance with US Federal Law.
In addition, International orders may be subject to import taxes and duty fees. The customer is responsible for paying these charges.
Lost/Damaged/Stolen Goods
Cloudy Collaborations, LLC is not responsible for items that are lost or stolen during transit. We highly recommend adding insurance to your order. To do so, leave a comment with your order and we will contact you for payment information.
You can only file a claim with respective carriers if you have purchased insurance. For any issues with your package please contact the shipping carrier and follow the instructions they provide.
Tracking
Once your order has been shipped, the tracking number will be emailed to the address used to register your account. This information can also be viewed when logged into your account in the "my account" page.
Please do not be alarmed if the delivery confirmation for your package has not updated in a few days. USPS delivery confirmation does not update until the package has reached a sort facility or your local post office. There are no updates in between. All delivery issues should be addressed with your local post office.
Incomplete or Incorrect Address Submissions
Please review your shipping address carefully when placing an order. We make every attempt to correct errors before the order ship but sometimes the errors will get by. Errors in the shipping address will cause orders being delivered to the wrong address, delays in transit times or returned orders. Once a standard shipment is returned to us we are required to pay return shipping which will be passed onto the customer.
Replacement Parts/ Warranty replacements
ALL replacement shipments and warranty shipments are shipped using the standard shipping option.
Order Cancellation
Order cancellation requests must be made through our contact us form. We charge a 5% cancellation fee.
Returns
We have a 7 day return policy on new unopened merchandise from the date of shipment. You may return merchandise at any time during the 7 day period.
Some items such as electronic mods and chargers carry additional warranties against manufacturer defect from 30-90 days and will be listed on the products page. ALL WARRANTY RETURNS MUST INCLUDE ALL ACCESSORIES AND ORIGINAL PACKAGING.
It is your responsibility to inspect all of your items upon receipt of the shipment. Any claims for DOA, missing parts or damage must be reported within 48 hours of receipt of goods according to the tracking info. There will be no exceptions to this policy, making statements like 'I just noticed it', or 'I just now opened the item' or 'I didn't notice it earlier' or 'I didn't know', or 'I was on vacation/out of town' will not change the enforcement of this policy.
We do not guarantee compatibility between items. If you have any questions about compatibility please ask before placing your order. We will not accept returns due to incompatibility.
No refunds will be given on any used merchandise or any of the following items: e-juice, batteries, atomizers, replacement coils, drip tips, wick or wire. All other merchandise must be in new un-used condition to be eligible for a refund. A 15% restocking fee will be applied to merchandise returns.
The customer is responsible for return shipping. We are not responsible for lost or damaged packages. When returning items please carefully package the contents and we suggest using an insured shipping option. All returns will be inspected upon receipt. If the items do not meet the return criteria no refund will be given. Any items that fail to meet the return criteria will have the option to be returned to you at the expense of actual shipping charge in both directions. If payment for both the return shipment and shipment back are not received within 30 days the items will be considered abandoned.
Shipping charges will not be refunded. All returns must have prior written authorization. To request authorization please use our contact us form. All returns that do not have prior authorization or require a signature will be rejected.
Send all returns to:
Cloudy Collaborations, LLC
2641 Northtown Way
Highland, IL 62249