How do I process a return?
Please access our return portal or email store@cloud9.gg with your order number and reason. Please note that items with custom names are final sale and non-returnable.
How long will it take for my order to be fulfilled?
In-stock items ship within 3-5 business days. Custom name orders need an additional 14 business days. Fulfillment time is separate from transit time, and delays may occur during busy periods.
Why did I receive my order in multiple packages, or why does my tracking say it’s only partially fulfilled?
Some items in your order may ship from different fulfillment centers, which means your order can arrive in separate packages and you may receive staggered tracking updates. It’s normal for one center to mark its portion as fulfilled while other items are still being prepared and shipped from another location. If you ever have questions or believe something is missing, feel free to reach out, and we’ll be happy to help!
My order has shipped out. How long will it take to get to me?
You’ll receive a shipping confirmation once your order is on the way. US delivery typically takes 2–8 business days. International delivery can take 2-14 weeks, depending on the destination. Transit times are not guaranteed.
Do you ship internationally?
Yes, we ship internationally from the US. Please note that some licensed collection items can only be shipped within the US and Canada.
How do you ship your items?
In the US, we ship via USPS First Class or FedEx.
For Canada and international orders, standard shipping is through Asendia and expedited shipping through FedEx. While Asendia is the more economical option, we recommend FedEx Expedited for faster delivery and more reliable tracking.
Customs, Duties, and Taxes
The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Please contact your local customs office for information.
What methods of payment do you accept?
PayPal, Amazon Payments, VISA, MasterCard, American Express, Discover, JCB, Klarna, and Diners Club.
What sizes do you offer for clothing?
See description of each item for sizing charts.
Do you offer any discounts or promotions?
Yes, we do! Please join Club9 or follow us on Social Media to stay up to date with announcements.
Have problems or questions about your order?
If you have any questions, concerns, or problems with your order, please send an email to store@cloud9.gg