Frequently Asked Questions

You can use Sezzle for ANY order. You can use it for easy payment installments or to pay in full. You don't have to pay in installments to use Sezzle. 

See instructions on how to checkout in 1 payment.

Read about How to use Sezzle. for installments to get that bong or setup you've always wanted! *A $50 minimum order is required to be able to use Sezzle for payments (per Sezzle).

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.

The second "charge" you see on your transactions is just an authorization for the funds and should disappear within 48 hours depending on your bank. If it's been more than 48 hours and you still see that pending charge, please contact your bank so they can give you a better idea on when it should disappear.

If this happens, take a look at your email purchase receipt with Sezzle and make sure it shows you paid using 1 payment and not a payment plan. You can also review this by logging into your Sezzle account to review your purchase receipt there. Our records do not show how many payments you selected to pay for your order. We only see "paid".

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.

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.

If you decided you changed your mind, we are happy to cancel or exchange your order.

Please email us at support@cloudcatstash.com with your order number, and that you would like to cancel or exchange something on 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. 

To check the status of your order, login to your account and follow these steps:

1. From the Orders page, open the order you want to track.
2. Click More Actions > View order status page

If you still need help, feel free to email us at support@cloudcatstash.com

For orders up to $99.99, it's $4.99 & includes shipping insurance.

For orders $99.99+ you have two options at checkout:1. Shipping without insurance is $9.99.2. Shipping with insurance is $15.99.

Right now, we are offering a Free Shipping promo for all orders that are $49+.

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 time frame 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 Denver, Colorado. The actual shipping time can take 3-7 business days (excluding processing time) for delivery depending on the carrier and destination. 

We currently use USPS, UPS or Fedex for shipping carriers.

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.  

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

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. 

When tracking shows "Pre-Shipment" or "Package Pending Acceptance," it means the package was picked up as part of a bulk order where only one barcode is scanned for the entire shipment, rather than each individual package, as scanning each one would take too long. This issue has been happening more often recently, and in these cases, tracking usually doesn’t update until the package is scanned again at another facility or, more commonly, closer to the delivery date.

If the tracking information indicates that your package has been marked as "delivered" but you haven't received it, we recommend checking all possible delivery locations around your home, including any front office or common areas if you reside in a community with these facilities. Occasionally, the carrier may prematurely mark a package as delivered and attempt re-delivery within a few days. We suggest allowing up to 48 hours for final delivery. If your package still has not arrived within the 48 hours, and you opted out of the shipping insurance, we recommend contacting the carrier for assistance in filing a claim with them. 

If you're unable to locate your shipment, please reach out to us at support@cloudcatstash.com promptly (must be within 48 hours of expected delivery) so we can assist in locating your package. It's important to report missing shipments to us promptly after the tracking status shows "delivered" for our team to be able to provide assistance.

Note: You can read more about shipping insurance and what we deem as lost here. 

We currently do NOT ship ENDS products. However, we are offering a new line of ENDS products that will be shipped directly from the manufacturer. 

The new brand of products is called BOMB and is available starting on February 1st. ALL BOMB E-Rigs will ship directly from the manufacturer. All BOMB glass accessories will be shipped directly from Cloud Cat.

Shipping Details for BOMB Products:

Separate Shipments: Orders that include BOMB E-Rigs along with products from other brands will be shipped separately. This means you will receive multiple packages for a single order.

Processing & Shipping Time: BOMB E-Rigs will be processed and shipped directly from the manufacturer, which may result in different delivery timelines compared to the rest of your order.

Thank you for choosing Cloud Cat, and stay tuned for updates on our expansion efforts!

As of January 14, 2025, shipping insurance is automatically included by the carrier for all orders up to $100 at no additional cost. This insurance covers items that are lost or damaged in transit.

If your order is over $100, you will have the option to choose between "Standard Shipping with insurance" for $15.99 or "Standard Shipping without insurance" for $9.99. Simply choose the option that best fits your needs during checkout.

Important Note: If your order was over $100 and you selected "Standard Shipping without Insurance" at checkout, we are not liable and cannot replace or refund lost or damaged items. 

You can read more about shipping insurance here. 

Free Shipping Promos do not guarantee included shipping insurance. Free shipping orders ship via most economic rate available with USPS, UPS or FedEx.

Please refer to our Shipping Insurance Policy for instructions on how to file a claim. If you have any questions or issues, please reach out to us at support@cloudcatstash.com

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. 

If you notice the defect after removing the product from the packaging and/or while performing these tests, contact us promptly at support@cloudcatstash.com for assistance.

If you are not happy with the item you received, please read our full Return Policy for options and process. 

Once we process a refund, you will receive an email confirming the transaction. It can take 5-7 business days for a refund to show in your account depending on your bank.

We know how frustrating that can be. Glass breaks sometimes by accident, everyday use, or a curious pet.

If your bong arrived damaged during shipping, please contact us as soon as possible with photos so we can help. If the break happened after delivery, you still have options. Reach out to our support team and we will walk you through what help may be available.

You can contact us anytime at support@cloudcatstash.com

Yes. Cloud Cat offers a small replacement support program to help customers replace a broken bong when accidents happen.

Replacement support is reviewed on a case by case basis and requires approval before a code is issued. Support is limited, does not stack with other promotions, and is intended to help with replacement purchases rather than full refunds.

For instructions on how to request replacement support see Glass Rescue Program and email support@cloudcatstash.com with requirements.