FAQs

If you need to cancel your order, please contact us at (754) 799-3939 as soon as possible. We cannot accept cancellations once your order has been shipped. If you missed the cancellation window, you can still request a refund by logging into your account and initiating the refund process. Please note that our refund policy generally allows returns for most unopened products within 30 days of delivery. For more information, please refer to our refund policy.

If you have questions about your order, please contact us by email at [email protected] or call us at (754) 799-3939 and provide your order number.

We currently accept Visa, Mastercard, and Discover through our website.

If you receive an error message when processing your order and do not receive a confirmation email, it is possible that there was an issue with the billing address you entered. We recommend verifying the correct billing information with your bank. Please note that we do not have these funds, and declined funds are typically held by the bank for 2-3 business days before being released back to your account.

We have recently implemented a new online returns or exchange system. On our website's returns page, you can enter your order number and the email used to place the order. The system will guide you through the process of selecting which item or items you wish to return or exchange, and a return shipping label will be generated for you to print out and use. Once the return is received and inspected, our customer service will process the reimbursement. We always ship via UPS.

Various state and federal laws, as well as our best practices at Chill Clouds, require us to verify your age for certain purchases or to access our website.

If your order status is "pending" when you check your account, it means that we have received your order, and it is being prepared for shipment. Orders generally ship within 24-48 hours after the purchase is made. Once your order has shipped, your order status will be updated, and your tracking number will be provided. We will also send you an email with your tracking information. Your package should arrive within 2 business days, shipped via UPS (UPS business class shipping terms applied).

Yes, once your card is charged, your order will be processed on the same day. You will also have the option to choose a monthly subscription plan at this point, which will determine the frequency of charges and shipments.