Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

1. How do I place an order?
All orders must be received in writing via Fax (973-777-3515) or Email (info@cloud9d.com). You can also use the "Wish list" feature on our website to add items you would like to order and email it to us easily in one-click along with any questions you have. We will call or email to answer your questions and confirm your order.

2. Is there a minimum quantity for an order?
The minimum opening order is 4 Pillows of any style. There are no minimums on Quilts and Curtain Panels, and on re-orders.

3. How do you ship the order? How long does it take to ship?
We use UPS to ship all our orders. Shipping costs are determined by order quantity and shipping location. Pillows take 4-6 weeks, while Quilts and Curtain Panels take 6-8 weeks, depending on the style. If you need it to ship faster, please call (212-356-0086) or email (info@cloud9d.com) to discuss.

4. Do you accept dropship orders?
Yes, for an additional charge of $10.00 per order.

5. How can I track my order?
You can request a tracking number by calling us (212-356-0086) or emailing us (info@cloud9d.com). This will allow you to track your order online at www.ups.com.

6. What are the payment options?
We accept all Credit Cards and Checks. Bank Transfers are also accepted and must be discussed with the Sales Manager. Please note that any returned Check or declined Credit Card will be charged a 25% restocking fee.

7. When will we be charged?
You will be charged when we are ready to ship the order.  

8. What is your policy on Back Orders?
Cloud9 Design will ship back orders or partial orders as product becomes available unless it states otherwise on the order.
Any shortage claims need to be filed with Cloud9 Design within 3 days of receiving goods. Any claims not received within 3 days of receipt can not be honored by Cloud9 Design.

9. What is your Returns policy?
Cloud9 Design will accept returns for only defective or incorrect items shipped within 30 days of receipt of the merchandise.

Should you need to return any product, please contact us to get an Returns Authorization (RA) Number. RA packing list and RA number must be clearly marked on all cartons. Any return without an RA number issued by Cloud9 Design can not be refunded.

Appropriate credit for returns will be issued in the original payment form after receipt and inspection of the merchandise.

Please note that handcrafted items do have minor variations in dye lot, stitching or size - these variations are not considered as defective.
Any non-defective returns authorized by Cloud9 Design will incur a 20% restocking fee.

10. What is your Internet Sales and Policy?
In order to protect, maintain and preserve the quality image associated with our brand, we prohibit any use, display, presentation, sale, and offer for sale or promotion of any of our products or reproductions by way of internet without prior express written authorization of Cloud9 Design.

11. What is your Privacy Policy?
We respect your privacy! Any and all the information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned.

For any further clarifications, please contact us.