At Cloud Island, we want every aspect of your shopping experience to be as delightful as our baby-soft products. Below you’ll find all the details about our shipping options and our hassle-free return policy.
Shipping Information
Order Processing Time
We process all orders within 1-2 business days (excluding weekends and holidays) from our Charlotte headquarters.
Shipping Options
Standard Shipping: $12.95 via DHL or FedEx
Delivery time: 10-15 business days after shipment
Free Shipping: Available on orders over $50 via EMS
Delivery time: 15-25 business days after shipment
Please note that delivery times may vary slightly depending on your location. We currently ship worldwide, excluding some parts of Asia and remote areas.
Returns & Exchanges
We accept returns within 15 days of delivery for most items in their original condition with tags attached. Your satisfaction is as important to us as the safety standards in our baby products.
Non-Returnable Items
For health and safety reasons, we cannot accept returns on the following items unless they arrive damaged or defective:
- Baby bedding
- Baby towels & washcloths
- Bath & potty items
- Diapering products
How to Return an Item
- Initiate your return: Email us at [email protected] with your order number and the items you wish to return within 15 days of delivery.
- Wait for approval: Our Charlotte-based customer care team will respond within 1-2 business days with return instructions.
- Package your items: Securely pack the unused, unwashed items with original tags in the original packaging if possible.
- Ship your return: Send the package to our return center (we’ll provide the address) using a trackable shipping method.
Exchange Process
Want to exchange for a different size of baby clothing or perhaps a different stuffed animal from our dinosaur or fantasy collections? Follow the same process as returns, but specify in your email that you’d like an exchange and include your new item preference.
Refund Information
Once we receive your return:
- Refunds will be processed within 3-5 business days
- Your original payment method (Visa, MasterCard, JCB, or PayPal) will be credited
- Original shipping fees are non-refundable
- Return shipping costs are the customer’s responsibility unless the item is defective
Return Request Template
To make your return process as smooth as our baby-soft fabrics, use this template when contacting us:
Subject: Return Request for Order #[Your Order Number]
Dear Cloud Island Team,
I would like to return/exchange the following item(s) from my order #[Your Order Number]:
- [Product Name] (Quantity: X)
- Reason: [Reason for return]
Please advise on next steps for my return/exchange.
Thank you,
[Your Full Name][Your Email Address]
[Your Phone Number – optional]
Damaged or Defective Items
If any of your baby essentials arrive damaged or defective, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a replacement or refund with our same gentle care we put into selecting all our products.
For any other questions about our shipping or returns policy, don’t hesitate to contact our friendly customer care team. We’re here to help make your Cloud Island experience as cozy as our baby bedding!
Cloud Island Customer Care
2297 Snyder Avenue, Charlotte, US 28202
Email: [email protected]