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.

The status of your order provides information about any purchase you've made with us. Here's a brief explanation of what each status means:

• Needs Manual Review: Your order has been flagged for security checks and is being reviewed manually by one of our agents to ensure everything is correct. This process usually takes a few hours and rarely extends beyond one business day. Please wait patiently!
• Ready to Ship: Your order has been confirmed and approved. We are currently preparing your items and will ship them to you soon!
• Pending Shipment: Your order has been processed, packaged, and is awaiting pickup by the shipping carrier.
• Partially Shipped: Some items from your order have been shipped and are on their way to you. However, other items may arrive separately and at a later date.
• Completed: Your order has been processed, shipped, and dispatched to you. You'll receive a tracking number, and your package should arrive soon!
• Needs Payment: Your order has been received, but payment is still pending. This status is typically related to a subscription product with a failed payment. Consider updating your credit card or other payment details.
• Canceled: Either you or a team member has canceled the order. No charges will be made, and the order will not be fulfilled. If you didn't cancel the order, please reach out to our customer support team.

Your order has been received, but payment is still pending. This usually happens with product subscriptions when a payment fails. You might need to update your credit or debit card details before we can process and dispatch your order.

To update your subscription payment method:

1. Go to the Subscriptions tab in your Account.
2. Click "View" for the subscription item you'd like to modify.
3. Click the edit icon next to "Payment Details."
4. Choose an existing payment method or add a new card. For an existing method, click on it and save the changes. For a new payment method, enter your details and save the changes.

Your order has been flagged for security reasons and is being reviewed manually by one of our representatives. Once we confirm that the order is legitimate and you are over 21 years old, it will be approved and shipped.

If our representatives need additional information to verify your account, they might call you. This usually only occurs with first-time customers, and once your details are confirmed, you're permanently verified. This process helps protect both potential and existing customers from fraud, scams, and theft. Age verification is required by federal law.

If our team confirms that the order is genuine and you are of legal age to consume our products, the order will proceed. However, if they find the order to be fraudulent, you are underage, or they are unable to reach you after several attempts, the order will be canceled.

This review process typically takes a few hours and rarely exceeds 1 business day. No additional steps are required from you—just sit tight!

Your order was flagged for security reasons and is being manually reviewed by one of our agents. Once we confirm your order is not fraudulent and you are over the age of 21, your order will be approved and shipped.

If our agents require additional information to verify your account, you may receive a call from them. This usually only happens with first-time customers and once we verify your details, you're verified forever. This step is taken to prevent both, potential customers and existing customers from falling victim to fraud, scams, or theft. Age verification is required under federal laws and regulations. 

If our team determines that your order is not fraudulent and you are of legal age to consume our products, your order will be approved. If our team determines that your order is fraudulent or you are underage, or they can't get in contact with you after several attempts, your order will be canceled. 

This process usually takes a few hours and rarely ever more than 1 business day. No other action is needed from your side, just hang tight!

Your order was received, but we’re still awaiting payment to fulfill it. This is usually related to product subscriptions with a failed payment. You may need to update your credit or debit card before we can process and ship your order.

To change your Subscription payment method: 

1. Go to the Subscriptions tab in your Account.
2. Click "View" on the subscription item you wish to edit. 
3. Click on the Edit icon next to "Payment Details"
4. Select the existing payment method you wish to use or add add a new card.
5. If using an existing payment method, click on it and save your changes. If adding a new payment method, fill out your information and save your changes.

Your order status tell you the status of any order you’ve placed with us. Here’s a quick summary of what each status means:

• Needs Manual Review: Your order was flagged for security reasons and is being manually reviewed by one of our agents to make sure everything looks good. This process usually takes a few hours and rarely ever more than 1 business day. Hang tight! 
• Ready to Ship: Your order was processed and accepted, we’re working on preparing your products and sending them your way!
• Pending Shipment: Your order was processed, prepared, and is waiting to be picked up by our carrier.
• Partially Shipped: Part of your order has shipped and is on its way to you. Some items, however may arrive separately and at later dates.
• Completed: Your order was processed, shipped, and sent out to you. You'll receive a tracking number for your order and should expect it to show up soon! 
• Needs Payment: Your order was received, but we’re still awaiting payment to fulfill it. This status is usually related to a product subscription with a failed payment. You may need to update your credit card or other information. 
• Canceled: Either you or a member of our team has canceled your order. You will not be charged and the order will not be fulfilled. If you didn’t cancel your order, please contact our customer support team.

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. To purchase from our site, you must be 21 years or older.

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.