Shipping policy
Shipping Policy
Thank you for shopping with Cloudora. This Shipping Policy explains how we process, ship, track, and deliver orders placed through cloudora.cyou.
Free Worldwide Shipping
Cloudora provides free standard shipping worldwide on eligible orders.
There is no minimum purchase requirement for standard shipping unless otherwise stated on the website or during a special promotion.
Optional expedited delivery services, when available, may require an additional charge. Any such charge will be clearly displayed before checkout is completed.
Order Processing
Orders are generally prepared and processed within 1–3 business days after payment has been successfully confirmed.
Processing may take longer during:
- Public holidays.
- Promotional campaigns.
- High-demand periods.
- Product launches.
- Inventory verification.
- Address or payment reviews.
- Events beyond our reasonable control.
Business days do not include weekends or public holidays.
Once an order has entered processing, we may be unable to change or cancel it.
Estimated Delivery Time
Standard delivery usually takes approximately:
7–10 business days after dispatch
This estimate applies to most destinations but is not a guaranteed delivery date.
The total time between purchase and delivery includes:
- Order processing time.
- Carrier transit time.
- Customs processing, when applicable.
- Local delivery handling.
Some remote destinations may require additional time.
Tracking Information
When tracking is available, you will receive a shipping confirmation email containing a tracking number or tracking link.
Tracking information may require several business days to update after the package is handed to the carrier.
If your tracking link does not update immediately, please allow additional time before contacting us.
Multiple Packages
Orders containing multiple products may be shipped separately due to product availability, packaging requirements, or fulfilment location.
You may receive:
- More than one package.
- Multiple tracking numbers.
- Products on different delivery dates.
You will not be charged additional standard shipping fees when an order is divided into multiple shipments.
Customs, Duties, and Import Taxes
International orders may be subject to customs inspections, duties, import taxes, brokerage charges, or other fees imposed by the destination country.
Unless stated otherwise during checkout, these charges are not included in the product price and are the responsibility of the recipient.
Cloudora does not control customs procedures or determine the amount of import charges. Customers should contact their local customs authority for more information before ordering.
Delivery Delays
Delivery may be delayed because of circumstances including:
- Customs inspections.
- Severe weather.
- Natural disasters.
- Carrier disruptions.
- Transportation delays.
- Labour disputes.
- Public holidays.
- Peak-season demand.
- Incorrect delivery details.
- Security inspections.
- Remote destination handling.
- Government restrictions or other events beyond our control.
We will make reasonable efforts to assist with delayed shipments, but we cannot guarantee carrier timelines.
Incorrect or Incomplete Addresses
Customers are responsible for entering a complete and accurate shipping address at checkout.
Please verify:
- Recipient name.
- Street address.
- Apartment, unit, or suite number.
- City and province or state.
- Postal or ZIP code.
- Country.
- Telephone number.
Contact us immediately if you notice an address error.
We cannot guarantee an address can be changed after processing begins. Cloudora is not responsible for deliveries delayed, lost, or returned because the customer provided incorrect or incomplete information.
Additional shipping costs caused by an address error may be the customer’s responsibility where permitted by law.
Failed Delivery Attempts
The carrier may make one or more delivery attempts or leave instructions for collection at a local facility.
Customers are responsible for:
- Monitoring tracking updates.
- Responding to carrier notifications.
- Collecting the package within the carrier’s holding period.
- Ensuring safe access to the delivery address.
If an order is returned because it was unclaimed, refused, or could not be delivered, contact us for assistance.
Lost Packages
If tracking shows no meaningful update for an extended period or your order has not arrived after the expected timeframe, contact:
Please provide your order number and delivery address.
We may ask you to:
- Confirm the shipping address.
- Check with household members or neighbours.
- Contact the local carrier.
- Review safe-drop locations.
- Allow additional time for carrier investigation.
If a shipment is confirmed lost, we may provide a replacement or refund after completing the necessary review.
Packages Marked as Delivered
If tracking shows “delivered” but the package cannot be located:
- Confirm the delivery address on the order.
- Check around entrances, mailrooms, reception areas, and safe-drop locations.
- Ask household members, neighbours, or building staff.
- Contact the local carrier for delivery details.
- Contact Cloudora if the package remains missing.
Claims involving packages marked as delivered will be reviewed individually. A replacement or refund is not automatic and may depend on carrier findings and available evidence.
Damaged Packages
If your shipment arrives damaged:
- Photograph the outer packaging before opening it.
- Photograph the product and shipping label.
- Keep all packaging materials.
- Contact us promptly at support@cloudora.cyou.
We will assess the issue under our Return and Refund Policy.
Order Changes and Cancellations
To request an order change or cancellation, contact us as soon as possible.
We cannot guarantee changes after an order has been paid, processed, packed, or shipped.
Once shipped, an eligible product may be returned after delivery in accordance with our Return and Refund Policy.
Contact Us
For shipping questions, contact:
Cloudora
3510 Calumet Ave
Victoria, BC V8X 1V5
Canada
Email: support@cloudora.cyou
Phone: +1 250 891-3766
Website: cloudora.cyou