Welcome to our Frequently Asked Questions page! We’ve compiled answers to common questions about our baby products, shipping, returns, and more. If you don’t find what you’re looking for, our Charlotte-based customer care team is always happy to help at [email protected].
About Cloud Island
What is Cloud Island’s philosophy?
At Cloud Island, we’re dedicated to bringing comfort and adventure to your doorstep. We design our baby products with the same care and attention we’d want for our own children, creating nursery essentials that are as stress-free as our delivery process.
Where is Cloud Island located?
Our headquarters is located at 2297 Snyder Avenue, Charlotte, US 28202. All orders are personally packed by our team in Charlotte before beginning their journey to your home.
Products
What types of baby products do you offer?
We offer a wide range of baby essentials including:
- Baby clothing (separate collections for boys and girls)
- Nursery bedding and decor
- Activity gyms and playmats
- Stuffed animals (including dinosaur and fantasy themes)
- Bath and potty accessories
- Diapering essentials
- Special gift items
Are your products safe for newborns?
Absolutely! All our products are designed with your baby’s safety and comfort in mind. We use soft, non-toxic materials that meet all safety standards for infants and young children.
Ordering & Payment
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Yes, we use industry-standard encryption to protect all your payment information. Your security is as important to us as your baby’s comfort.
Shipping & Delivery
Where do you ship?
We ship worldwide, excluding some Asian and remote regions. If you’re unsure whether we deliver to your location, please contact us at [email protected].
What shipping options are available?
We offer two shipping options:
- Standard Shipping ($12.95): Carrier: DHL or FedEx. Processing Time: 1-2 business days. Delivery Time: 10-15 business days after shipping. Best for time-sensitive orders.
- Free Shipping (Orders $50+): Carrier: EMS. Processing Time: 1-2 business days. Delivery Time: 15-25 business days after shipping. Perfect for larger orders.
How can I track my order?
Once your order ships, you’ll receive tracking information via email so you can follow your baby essentials on their journey from our Charlotte nest to your family’s doorstep!
Returns & Exchanges
What is your return policy?
We offer easy returns within 15 days of delivery for a full refund or exchange. While we’re confident you’ll love our thoughtfully designed baby products, we understand that sometimes returns are necessary.
How do I initiate a return?
Please contact our customer care team at [email protected] with your order number and the items you wish to return. We’ll guide you through the simple return process.
What if my item arrives damaged?
We carefully pack each order with the same tenderness we’d use for our own children, but if something arrives damaged, please contact us immediately at [email protected] and we’ll make it right.
Contact Us
How can I contact Cloud Island?
Our Charlotte-based customer care team is always happy to help! You can reach us at [email protected]. We’re here to make your parenting journey as comfortable and adventurous as our products.
At Cloud Island, we’re not just delivering products – we’re delivering comfort, adventure, and peace of mind for your parenting journey.