Typically, in situations like this, the issue arises from either an incorrect billing address entry or an incorrect entry of the address. Your billing address should match the one associated with your account, EXACTLY. That includes any spacing, or punctuation.

If you're absolutely certain that the billing and shipping information is accurate, the problem might stem from using an international bank or debit card, which our security systems occasionally decline. To avoid this, we suggest using a standard credit card for your transaction.

Occasionally, certain banks automatically deduct the amount of a declined purchase and place a "hold" on the funds that were unsuccessfully charged, leading to pending charges on your account. The duration of this temporary hold varies depending on your bank's policies and will drop once the duration of their temporary hold ends.

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 for payments. How to use Sezzle.

We do our best to process orders as fast as possible. Some orders can be filled in 24 hours and some can take up to 5-7 business days (excluding holidays) to process during the busy holiday season (shipping time not included). We are working on reducing that timeframe but in the meantime, we appreciate your understanding and patience. Please note: paying for faster shipping does not decrease processing time. It ONLY pays for faster shipping time.

We ship from Lakewood, Colorado. The actual shipping time can take 3-4 business days (excluding processing time) for delivery depending on the carrier and destination. 

You can login to your account and check your order status under order history, or you can track your order here. If you still need help, feel free to email us at support@cloudcatstash.com

Once you've received tracking information from the shipping department, please allow 24-48 hours for the carrier to update the tracking information. The carrier can sometimes miss a scan and it can take a little longer for your tracking to show. 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. 

All orders are shipped in a plain box or padded envelope with our return address, and our name - Cloud Cat. For glass purchases, we do include stickers to indicate fragile glass or fragile items.  

For orders up to $199.99, standard shipping is a flat rate of $4.20
For orders $200+, standard shipping is a flat rate of $7.10

Short answer is Yes. We can ship to PO Boxes but only using USPS. UPS does not deliver to PO Boxes.

We now offer shipping protection that is automatically added to each order over $9.99. You can opt-out of the insurance if you click the toggle button under the "Check Out" button. If you purchase the shipping insurance, you will be covered for any damages to your order due to shipping. 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. You can read more about shipping insurance here. 

All orders must have shipping insurance in order for Cloud Cat to cover any damaged/broken items due to shipping. 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. 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 support@cloudcatstash.com within 48 hours. In the email, be sure to tell us your full name and order number with any details. 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. The broken item(s) need to be returned to us in order for us to send you a replacement or offer a refund. Once the replacement process starts, we will email you a return label for the broken package to be returned. You can read more about our full return policy here.

Used items cannot be returned, so please inspect your items before using them. Please do not load any herb or concentrates into products until you have tested they're working properly. For glass, this can be a simple water test. For electronics, make sure the chamber heats properly before loading. We cannot accept items that have been used (even just once). 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. 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 support@cloudcatstash.com within 48 hours. In the email, be sure to tell us your full name and order number with any details. You will also need to file a claim here. Pleasedo not discard any of the broken pieces of the product or the original packaging and shipping box. The broken item(s) need to be returned to us in order for us to send you a replacement or offer a refund. Once the replacement process starts, we will email you a return label for the broken package to be returned. You can read more about our full return policy here.

If the tracking information indicates that your package has been marked as "delivered" but you haven't received it, we recommend first checking with neighbors to see if it was left with them.

If you're unable to locate your shipment, and you purchased the shipping insurance, please reach out to us at support@cloudcatstash.com promptly so we can be made aware. It's important to report missing shipments to us within 24 hours of the tracking status showing "delivered" for our team to be able to provide assistance.

Please be aware that we cannot issue refunds or reshipments until we receive the results of our investigation.

Note: If you purchased the shipping insurance, you will be covered for lost shipments. If you opted out of purchasing the shipping insurance, you will not be covered and Cloud Cat is not liable for any damages or lost orders during shipping. You can read more about shipping insurance and what we deem as lost here. 

If you are not happy with the item you received, that's not a problem. Please read our full return policy for options and process. 

If you decided you changed your mind, we are happy to cancel your order. Please email us at support@cloudcatstash.com with your order number, and that you would like to cancel the order. If you cancel your order BEFORE 5PM (MST) the day you placed the order, the cancellation is free. If you cancel your order AFTER 5PM (MST) the day you placed the order, there will be a 6% cancellation fee. If your order has already shipped, it will have to go through the return process. You can read more about how to make a return and to start the process on our Refund and Return Policy page. If your order has not yet shipped but has already been packaged with our shipping department, there will be a $5.99 restocking fee that will be deducted from the return. 

Due to the changes and amendments to federal law, we will not be shipping any electronic vaporizers (or components of vaporizers including cart batteries) at this time. We are working on bringing these products to you as soon as we can. Follow us on Instagram (@CloudCatStash) to find out when.

We are very sorry, but at the moment we only ship to the contiguous U.S. which does not include Puerto Rico, Hawaii, or Alaska. We are working towards shipping to the entire U.S. as well as Canada so stay tuned for updates.

Effective July 1, 2022, Colorado imposed a retail delivery fee on all deliveries by motor vehicle to a location in Colorado with at least one item of tangible personal property subject to state sales or use tax. This is mandated and required by the State of Colorado, not Cloud Cat Stash, LLC.