Shipping Policy
PRE-ORDERS
PRE-ORDERED ITEMS
All pre-ordered items will have a release date listed, on which we will begin sending out those orders. Domestic orders that contain a mix of pre-ordered items and in-stock items will be split into two separate shipments. All currently available items will ship within our normal shipping times, and all pre-ordered items will ship starting on the estimated date given on the specific product page.
International orders that contain a mix of pre-ordered items and in-stock items, will be sent out in the same shipment. The order will be sent out when the pre-ordered item(s) hit the release date and is available to ship with the rest of the order. Estimated ship dates for pre-ordered items can be found on product page along with the release date of the product.
Please note that the pre-order shipment date given on the product page is an estimate, and shipping dates are subject to change.
We require a full payment on pre-order items at checkout to reserve your item. If you want to cancel your pre-order before the shipment date, a full refund will be issued to the original form of payment.
SHIPPING
PACKAGE LOST / STOLEN / DAMAGED
If the package has been delivered to the shipping address that was provided at checkout, we are not responsible if that package is lost or stolen after delivery. It is the responsibility of the customer to be familiar with the delivery times in their area and to make sure that there is someone present to receive the package.
Please make sure to do research on carriers in your area and choose the correct shipping method if you have concerns of package theft or loss.
If your package is lost in transit this is the responsibility of the carrier. In this case you will want to reach out to the carrier directly for assistance with your package. If your package was insured, send us an email right away at support@thecloudhaven.com and we can file a claim for you.
If you have not received a shipping notification for your order after 7 days, please reach out to us at support@thecloudhaven.com or use our chat feature.
WHERE WE SHIP
We ship anywhere in the United States and most International countries. Orders ship from our Texas location within the United States.
Orders will typically ship within 2-3 business days and we strive to ship them even sooner. Orders with an express or overnight shipping option will be shipped the same day if the order is placed before 12 P.M. CST otherwise they will ship the following business day. Please note that we do not ship on most U.S. holidays. If you have any further questions about our shipping options, please contact us at support@thecloudhaven.com.
International Customers: We offer DHL Worldwide Shipping!
SHIPPING RATES & DELIVERY ESTIMATES
DISCLAIMER: Any expedited US shipping options apply to In Stock items only when ordering with pre-order items. Orders containing a mix of pre-order items and in-stock items will be split, and the in-stock items will ship with the selected shipping option. Pre-order items will ship with our standard shipping option once items are released.
If the customer selects overnight shipping, the order will be processed the same day if placed before 12p cst. Our ground shipping typically takes 5-7 business days to arrive. Priority mail typically estimates between 2-3 business days. Please note, when selecting your shipping option, taxes for the order are not included.
We offer free ground shipping for orders over $75.
We cannot guarantee that you will receive your package within the expected time frame provided by the shipping estimate, as these dates are used as a guide only. We cannot be held responsible for any delays, lost, or stolen packages once it has left our facility and been shipped out. If there is an issue with your delivery please contact your shipping courier service. If you have any more questions about shipping information, please contact us at support@thecloudhaven.com.
INTERNATIONAL SHIPPING
We go through DHL for international shipping. Cloud Haven cannot be held responsible for any lost packages shipped via the postal service in your country.
International Shipping rates are calculated at checkout and can vary in price depending on the destination and shipping option chosen. We offer a standard shipping rate and an expedited rate where possible.
Please note: Jewelry sometimes gets delayed when going through customs, which can possibly add time to your expected delivery date.
All customs and duty fees are the customer's responsibility to pay. Duties and taxes vary depending on the country. Please contact your local customs office if you have any questions regarding the duty fees for your shipment. Shipping costs are non-refundable, which includes returns, packages rejected upon arrival, and/or failure to pay duty fees.
If the package is returned to us due to the customer not paying the duty fees, the customer is responsible for the duty fees for the import back into the US. We will refund your order minus the duty fees.
Please ensure that the address you input is correct, as Cloud Haven cannot be held responsible for any delays or lost packages due to an incorrect address.
