WE NOW OFFER SHIPPING INSURANCE!

As of Oct 28th, 2022, we offer shipping insurance for a minimal fee, automatically added to every cart over $9.99. You can opt-out of this insurance by clicking the toggle button below the “check out” button to remove it from your cart. The insurance covers lost packages or items damaged in transit.

Important Note: If you opt-out of shipping insurance, we are not liable for lost or damaged packages, and we cannot replace or refund these items. You will need to file a claim directly with the carrier.

The insurance rates are as follows:

Total Purchase	Shipping Insurance Rate Per Order
$9.99 - $99.99	$0.99
$100 - $249.99	$1.99
$250 - $500	$2.99

HOW TO FILE A CLAIM:

If your parcel is lost or damaged and you purchased shipping insurance, please fill out the claims form and email support@cloudcatstash.com from the email address used to place your order. *You must do both in order for us to get notification of the claim. Our Customer Service will assist you within 1-2 business days. Your email should include:

• Subject line: CLAIM for order# 1234
• Your Name: First and last name
• Issue Description: Detailed description of the issue
• Attachments: Photos of the damage (including the item and shipping box)

Make sure you take multiple photos of the damaged item and shipping box and email it to support@cloudcatstash.com within 48 hours of delivery. Once the replacement or refund process starts, we will email you a return label for the damaged package within 24 hours to be returned. 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 give a refund. Make sure you send the package back within 5 days of the label shipping date. After 5 days, the shipping label is void and the process needs to start again. After 14 days from the original delivery date, we will no longer be able to accept returns on defects or shipping damage and we will no longer be able to offer any refunds.

WHAT WE DEEM AS LOST:

• Shipment states ‘delivered,’ but you have not received it.
• Tracking has not been updated for 2 weeks from the ship date.
• During high-volume periods (e.g., holidays), shipments might experience delays. If aware of such delays, we reserve the right to classify your issue as a ‘delay’ rather than 'lost.' Otherwise, we will offer a refund or replacement.

If your package shows as "delivered" but hasn't arrived, please:

• Check all potential delivery locations, including front offices or common areas if applicable.
• Allow up to 8 business days for final delivery, as carriers may sometimes mark packages as delivered prematurely.

If the package is still missing after 8 business days and you opted out of insurance, contact the carrier directly to file a claim.

If you purchased shipping insurance and cannot locate your shipment, contact us at support@cloudcatstash.com promptly after the tracking status shows "delivered." Reporting missing shipments promptly enables us to assist you more effectively.

Please note: We are not responsible for refunding or replacing packages confirmed as delivered to your property, left with a neighbor, or placed in a secure location.

WHAT WE DEEM AS DAMAGED:

• Items arrive damaged in transit.
• Parts of your order are missing due to the package opening during transit.

If your items arrive damaged or incomplete, contact us immediately at support@cloudcatstash.com, including photos of the damaged or tampered items. Do not throw anything away until the issue is resolved.

Important Note: If you opt-out of shipping insurance, we cannot replace or refund damaged items, and you will need to file a claim directly with the carrier.

WHAT WE DO NOT COVER:

• Orders without shipping insurance.
• Missing parcels or additional fees due to incorrect address information provided by you.
• Delays in transit.
• Items returned to us in a non-resalable condition.
• Missing items left outside your property at your request.

By selecting shipping protection, you agree to these terms.