FAQ – Frequently Asked Questions

1. Where is CloudPet located?

CloudPet is a 100% online store. We serve customers across the United States and work with trusted third-party fulfillment partners to deliver pet products directly to your door.

2. Do you ship internationally?

Currently, we only ship within the United States (including all 50 states and Washington D.C.). We do not ship to international addresses, APO/FPO, or P.O. Boxes at this time.

3. How long does delivery take?

Delivery typically takes 7–20 business days, depending on your location. You will receive a tracking number by email once your order is shipped.

4. How much is shipping?

• Free shipping on all orders over $59 USD

• For orders below that threshold, the following flat-rate shipping options are available and calculated at checkout:

  • Standard Shipping – $4.95 USD

  • Priority Insured Shipping – $7.95 USD

  All applicable taxes and duties are included in your final checkout total. You will not be charged any additional customs fees upon delivery.

5. How can I track my order?

Once your order is processed and shipped, you’ll receive an email with a tracking link. You can also contact our support team if you need help locating your order.

6. What should I do if my order is delayed or lost?

If your order is taking longer than expected, please wait an additional 5 business days, then contact us. If the package is confirmed lost by the carrier, we’ll offer a replacement or full refund.

7. Can I cancel or modify my order?

Yes – but only within 2 hours of placing your order. After that, we may not be able to stop the fulfillment process. Please contact us as soon as possible.

8. What is your return policy?

We accept returns only for damaged, defective, or incorrect items. To request a return, please contact us within 7 days of delivery with photo/video evidence. See our full Return Policy for more details.

9. Do I have to pay to return a product?

In most cases, you do not need to return the item. If a return is required, you will receive instructions from our team. Return shipping fees may apply in some cases.

10. How can I contact CloudPet support?

You can reach us through:

• 📧 Email: contact@cloudpet.shop

Support is available Monday to Friday, 9 AM – 6 PM (Texas time – CST).

11. Is my payment information secure?

Yes. All transactions are processed through secure, encrypted payment gateways. We do not store your payment details.