Last updated January 1, 2025

Thank you for your purchase! We hope you are satisfied with your items, but if not, you can return them for a refund, store credit, or exchange. Please read the details below for our return policy.

Please see below for more information on our return policy.

RETURNS 
All returns must be initiated within 48 hours of delivery. Returned items must be new, unused, and in their original packaging with all tags and labels attached.

For items damaged during shipping, orders up to $100 are covered by the included shipping insurance. If additional coverage was needed, it must have been selected at checkout. Cloud Cat will only replace or refund damaged items if they were covered by shipping insurance (see "Shipping Damage" below).

For defective or damaged items, photos of damaged boxes and damaged products must be sent to support@cloudcatstash.com (see "Exceptions" and "Defects or Shipping Damage" below).

Please make sure you return the package within 5 days of the shipping label date. After 5 days, the shipping label is void and the process needs to start again. 14 days from the delivery date, we will no longer accept returns of any kind and we will not be able to offer any refunds. 

RETURN PROCESS

Returns can be initiated for unused items within 48 hours of delivery. You may choose from:

1. Store Credit with free return shipping.
2. Exchange for an item of equal value with free return shipping.
3. Refund to your original payment method, less a $7.10 shipping fee.

Items must be unused and returned in their original packaging. Contact our support team at support@cloudcatstash.com to start a return. Include proof of purchase and use the return label provided. For returns not using our provided label, we recommend a trackable and insured shipping method.

Important: Returns are only accepted if items are returned within 5 days of receiving the return label. Beyond 14 days from delivery, returns are not accepted, and no refunds will be issued.

REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return or exchange accordingly. Please allow at least two (2) business days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

EXCEPTIONS
The following items cannot be returned or exchanged:
Used items cannot be returned under any circumstances.

• If you return an item to us that has been used, no refund will be issued and we will not be able to return the item to you.

• Items that include tamper-evident technology on the packaging are not eligible for return if they have been opened or the tamper-evident seal has been broken.

• Items that come in boxes or packaging from the manufacturer must be returned in their original box or packaging. If items are returned without the original box or packaging, only a 50% refund will be issued.

• If a returned item arrives to us broken, we can only issue a partial refund of 50% of the broken item. Many of the items we sell are breakable. Please pack your returns with care. There should be sufficient packaging material in the box you receive from us to be used for return shipping.

• We ask that you report defects or shipping damage with photos within 48 hours of delivery. See "Manufacture Defects” or “Shipping Damage" instructions below. After 48 hours, all sales are final. Please send photos of the defects or shipping damage to support@cloudcatstash.com.

MANUFACTURE DEFECTS & SHIPPING DAMAGE 
Used items cannot be returned, so please inspect your items before testing or 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). Read our Article on, "How to Properly Inspect and Function Test Your New Items" for full instructions. If you are not sure how to conduct any of these tests, please email us directly at support@cloudcatstash.com and we will be happy to help. 

If you notice an item you purchased is defective upon inspection, please DO NOT perform any function tests! Start taking multiple photos of the defective item and the shipping box and email it to support@cloudcatstash.com within 48 hours of delivery. In the email, be sure to tell us your full name and order number with any details.

Please do not discard any original packaging or the shipping box. The defective item(s) need to be returned to us in order for us to send you a replacement or give a refund. Once the replacement process starts, we will email you a return label for the defective item within 24 hours to be returned. After receiving your return and inspecting the condition of your item, we will process your refund accordingly. 

Please 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. 

Shipping damage and lost packages are automatically covered on all orders up to $100 by the carrier.

If your order was $101+ and you selected "Standard Shipping NOT Including Insurance", you won't be covered and we are not liable for any damages or lost packages. 

If your order was $101+ and you selected "Standard Shipping Including Shipping Insurance" you will be covered and need to contact us to file a claim. To file a claim with us, follow the instructions here. Please keep all original packaging, do NOT discard. 

CANCELLATION POLICY
To cancel an order, email support@cloudcatstash.com with your order number. Cancellations are free if requested before 5 PM (MST) on the day of order placement. After this time, a 6% fee applies.

If the order has shipped, it must go through the return process. Orders packaged but not shipped may incur a $5.99 restocking fee.

QUESTIONS

If you have any questions about our return policy, please contact us:

• Email: support@cloudcatstash.com
• Contact Form: Cloud Cat Contact

Last updated January 1, 2025

This Shipping & Delivery Policy is part of our Terms & Conditions ("Terms") and should be therefore read alongside our main Terms & Conditions.

Please carefully review our Return Policy when purchasing our products. This policy will apply to any order you place with us.

SHIPPING FEES & DELIVERY OPTIONS

We’ve recently updated our shipping rates and shipping insurance options in response to new Shopify policies. These changes are designed to make your shopping experience more transparent and affordable.

We’ve simplified our shipping options with the following flat-rate fees:

• Orders Under $100: Insurance is automatically included by the carrier at no additional charge.
• Orders Over $100 (without insurance): Standard shipping applies, but insurance is not included.
• Orders Over $100 (with insurance): Additional insurance is purchased to cover orders over $100.

Effective July 1, 2022, Colorado imposed a retail delivery fee of $0.27 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.

ORDER PROCESSING & SHIPPING TIMES

We do our best to process orders as fast as possible. Some orders can be filled after 24 hours and some can take up to 5-7 business days (excluding holidays) to process during the busy holiday season. This time is not included in the shipping time you selected (depending on the carrier and where you live). We are working towards shortening that timeframe but in the meantime, we appreciate your patience. 

Please note: paying for faster shipping does not decrease processing time. It ONLY pays for faster shipping time.

SHIPPING INSURANCE

Shipping insurance protects your order in case it is lost, damaged, or delayed during delivery. For orders under $100, this coverage is automatically included at no extra cost. For larger orders, you can choose whether or not you’d like shipping with insurance or not based on your shipping selection.

If you select Standard Shipping without insurance for orders over $100, please note that Cloud Cat will not be responsible for any shipping-related issues once the package has been dispatched. 

To read the full details about our shipping insurance and how to file a claim, please read here.

DO YOU DELIVER INTERNATIONALLY?

We do not offer international shipping at this time. We are very sorry, but Cloud Cat is currently only shipping to the contiguous U.S..

DO YOU SHIP ENDS PRODUCTS?

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!

QUESTIONS ABOUT RETURNS?

If you have questions about returns, please review our Return Policy.

HOW CAN YOU CONTACT US ABOUT THIS POLICY?

If you have any further questions or comments, you may contact us by:
• Email: support@cloudcatstash.com
• Online contact form: https://cloudcatstash.com/pages/contact