Order Processing Time

Orders are usually processed within 1–3 days after the order is placed. Processing includes order review, payment confirmation, and preparing your items for shipment.

Processing time may be affected by order volume, product availability, payment review, holidays, or incomplete order information.

Estimated Delivery Time

After your order has been processed and shipped, the estimated delivery time is 2–5 days. Delivery times are estimates and may vary depending on destination, local delivery conditions, weather, customs review, or other circumstances outside normal store operations.

Shipping Destinations

On Cloud provides Free Worldwide Shipping. Orders may be shipped to eligible destinations worldwide, subject to address accuracy, product availability, and any service limitations that may apply to certain regions.

If we are unable to ship to the address provided, customer service will contact you using the email address associated with your order.

Shipping Rates

On Cloud offers Free Worldwide Shipping. No separate standard shipping fee is charged for eligible orders.

Customs duties, import taxes, brokerage fees, or other government charges are included in our Free Worldwide Shipping service and will be covered by us if applicable.

Tracking Information

Once your order has shipped, tracking information will be provided when available. Tracking updates may take 1–3 days after shipment to appear or refresh in the tracking system.

If your tracking information has not updated after this period, please contact us at [email protected] with your order number and checkout email address.

Wrong or Incomplete Address

Please review your shipping address carefully before placing your order. On Cloud is not responsible for delivery issues caused by incorrect, incomplete, or outdated shipping information provided at checkout.

If you notice an address error, contact us as soon as possible at [email protected]. We will do our best to help, but address changes may not be possible after an order has been processed or shipped.

Customs, Duties, and Taxes

Any customs duties, import taxes, brokerage fees, or other government charges are included in our Free Worldwide Shipping service. If such fees occur, they will be covered by us.

Customers should not be charged separately for customs duties, import taxes, brokerage fees, or other government charges related to the shipment. If you receive a request for these fees, please contact On Cloud customer service before making any payment.

Lost, Delayed, or Damaged Packages

If your package appears lost, delayed, damaged, or delivered incorrectly, please contact customer service so we can review the issue and provide the next steps.

• For delayed packages, include your order number and tracking information if available.
• For damaged packages, include clear photos of the package, product, and any visible damage.
• For lost packages, contact us as soon as the tracking status appears unusual or delivery is significantly delayed.
• For wrong items or delivery issues, include your order number and a clear description of the problem.

Contact Information

If you have questions about shipping, tracking, delivery timing, customs fees, damaged packages, or address updates, please contact On Cloud customer support at [email protected].

To help us review your request quickly, please include your full name, order number, checkout email address, shipping address, and a clear description of your question.