Last updated January 1, 2025

At Cloud Cat, we want to ensure that your order reaches you safely. To provide peace of mind, we've updated our shipping insurance policy in line with new guidelines by the FTC and Shopify.

SHIPPING INSURANCE:

As of January 14, 2025, shipping insurance is automatically included by the carrier for all orders under $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. 

HOW TO FILE A CLAIM:

If your parcel is under $100, or is over $100 and you selected "Standard Shipping with Insurance" at checkout, please email support@cloudcatstash.com from the email address used to place your order. Our Customer Service will assist you with your claim 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: 5 Photos of the damage (see photo requirements below)

5 Photos REQUIRED 

• Showing how the item(s) were wrapped within the shipment
• The packaging material used
• Showing the shipping label on the package with the tracking number clearly visible
• Close-up photo of the box manufacturer’s certificate (round stamp on the outside of the box)
• 2 photos showing all six sides of the package (one showing the top and two sides, another showing the bottom and opposite sides)

Make sure you take the 5 required photos and email it to support@cloudcatstash.com within 48 hours of delivery. If we do not receive all photos required we can not file the claim and cannot offer a replacement or refund. These photos are required by the claims department and will automatically be denied if not provided. 

Do not discard any of the broken pieces of the product or the original packaging and shipping box until the claim has been settled. 

Once the replacement or refund process starts, we may email you a return label for the damaged items to be returned in the original packaging. The request for return will depend on the carrier. The carriers do not always require a physical inspection to approve or deny claims. However, sometimes they do require one. It needs to be kept just in case. They will deny the claim if they require it, and you did not keep everything. 

If we require the broken items to be returned for inspection, 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. 

If we are not provided with the photos and information we need to process a claim with the carrier, we cannot process any kind of refund or replacement. 

All claims need to be approved by the carrier for us to offer a replacement or a refund. Refunds will not be paid, and replacements will not be shipped until the claim has been approved and completed. 

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 selected shipping with 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. If you discard any of the items we need to complete a claim, we can not issue a refund or replacement. 

WHAT WE DO NOT COVER:

• Items worth over $100 without the additional 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.
• Any products that have been used. 
• Missing items left outside your property at your request.
  

By checking "terms & conditions" at checkout you agree to these terms.