FAQ - orders + returns

  • If you need to update your information on your account, please do so here. Please know order information cannot be edited once orders have been placed – this includes email, shipping address, shipping service, and order contents.

  • Customers who live in the United States or localities that charge sales tax will see sales tax listed at checkout as a separate line item. These taxes are imposed by state and local governments on the purchase of goods and services and are not limited to roots in the clouds. The applicable tax rate is determined by the customer’s shipping address and the rates set by the corresponding state and local taxing authorities.

  • You can update your information through your account here. Just click on “update” under your payment method.

  • Please review your shipping address on your order details to ensure all information is correct. For domestic orders with economy service, we can declare a package as lost or missing once it has been 30 days post shipment date.

    Please note that it may take longer than usual for your order to arrive. International economy shipping service is experiencing transit and delivery delays. Both shipping and customs processes are backlogged at this time. Because of this, we are not deeming orders lost in the normal 45 day period. We are asking for more time for these packages to make their way to you before declaring them lost. If you never receive your package, we will absolutely honor our lost parcel policy. Please visit our shipping page for more shipping information.

shipping

  • Please note shipping timeframes do not include time needed to fulfill your order. Orders may take up to 3-5 business days to be fulfilled and shipped. You can view our shipping policies here.

    • United States — $6 flat rate

    • Canada — $18 flat rate

    • Worldwide (outside the US and Canada) — $26 flat rate

    • FREESHIP discount code — free shipping on orders over $75 (restricted to shipping in the US ONLY)

  • Though we use a variety of shipping methods, our two primary methods of shipping are United States Postal Service and UPS. The shipping method used for each order will be determined by several factors including the weight/size of your package, the type of package, and the shipping destination. Please note shipping timeframes do not include time needed to fulfill your order. Visit our shipping page for further clarification.

  • All international orders may be subject to customs fees, import duties, taxes, or brokerage charges imposed by the destination country or shipping carrier. These fees are not collected by us and are the sole responsibility of the customer.

    If a customer chooses not to pay the required customs, duties, taxes, or brokerage fees:

    • The order will not be refunded.

    • We will not cover or arrange return shipping.

    • We will not reship the order.

    • In many cases, local customs authorities or carriers will classify the order as abandoned.

    We strongly encourage all international customers to review their country’s import policies and potential brokerage fees charged by carriers before placing an order. By completing a purchase, the customer accepts full responsibility for any applicable customs charges and carrier brokerage fees.

  • A Return to Sender (RTS) order is a package that is sent back to us by the carrier due to a delivery issue. This may include an incorrect or incomplete address, inability to deliver, or the package being unclaimed.

    What happens when an order is returned to sender?
    Once we receive the returned package, our team will contact you using the email address provided at checkout to explain next steps.

    What are my options?
    After we contact you, you may confirm or update your shipping address so we can reship your order. Additional shipping fees may apply.

    How long do I have to respond?
    You have 30 days from our first attempt to contact you to respond. If we do not receive a response within that timeframe, the order will be considered abandoned.

    What happens to abandoned orders?
    Orders considered abandoned after 30 days from our first contact attempt are not eligible for reshipment, store credit, or a refund.

    How can I avoid a Return to Sender?
    Please double-check your shipping address at checkout and monitor tracking updates after your order ships. If you notice a delivery issue, contacting the carrier promptly may help prevent a return.

returns

  • Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your account under my orders. Please review those items, as these terms apply to duplicate items as well.


orders +billing