Frequently Asked Questions

Shipping Policy

At Cloudy, we work hard to get your order packed, processed, and on its way as quickly as possible. Below is everything you need to know about how and when your order ships.

Where We Ship

We ship worldwide.

The Cloudy clip is shipped directly from our overseas fulfillment partner. This is how we keep our pricing accessible instead of passing along domestic warehousing markups. It also means your parcel travels a little further than a locally stocked product, which is reflected in our delivery estimates below.

Shipping Cost

  • Standard Shipping: Free on orders that meet our promotional thresholds (such as multi-clip bundles), or charged at the standard flat rate shown at checkout. Standard shipping includes live tracking.

  • Express Shipping: Calculated and displayed at checkout.

The price you see at checkout is the price you pay—no hidden handling fees or post-purchase surcharges.

Order Processing & Cutoff Time

  • Processing Window: Orders are packed and processed within 2 to 3 business days.

  • Daily Cutoff: Orders placed before 3:00 PM GMT+1, Monday through Friday, begin processing the same business day. Orders placed after 3:00 PM GMT+1, or on weekends and holidays, begin processing the following business day.

  • Operating Days: We process and ship orders Monday through Friday, excluding public holidays.

Once your package leaves our fulfillment facility, you will receive an automated shipping confirmation email containing your tracking number and tracking portal link.

Shipping Methods & Estimated Delivery Times

After processing is complete, estimated transit times are:

  • Standard Shipping: 5 to 8 business days

  • Express Shipping: 4 to 6 business days

Including the 2 to 3 business days for order processing, most standard delivery packages arrive within approximately 7 to 11 business days, while express delivery arrives within 6 to 9 business days.

Note: Business days do not include weekends or public holidays. While the vast majority of orders arrive within these windows, occasional carrier or customs delays may occur due to severe weather, peak seasonal volume, or customs clearance procedures outside of our direct control.

Tracking Your Order

Live tracking is included with every shipment. Once your label is printed and scanned, you will receive an email with your direct tracking link.

  • Please allow up to 24 hours for tracking events to update after the label is generated.

  • On international transit routes, tracking updates may pause for 1 to 2 business days while the parcel transfers between international line-haul carriers and your local postal service. This is standard transit behavior and does not indicate a lost package.

Incorrect or Incomplete Shipping Addresses

Please verify your shipping address carefully before submitting your order. Cloudy cannot be held responsible for packages misrouted or delivered incorrectly due to an inaccurate address entered at checkout.

If you realize you made an error in your shipping details, email us immediately at mail@nz-ecommerce.com with your order number and corrected address. We will do everything possible to adjust it before dispatch. Once a package has been handed over to the carrier, address corrections can no longer be made.

Lost, Delayed, or Missing Packages

If your package appears stalled, significantly delayed, or is marked as delivered but cannot be located:

  1. Check around your delivery location (porch, side entrance, garage) and verify with neighbors or your building manager.

  2. Contact the delivering carrier directly using your provided tracking number for localized GPS delivery coordinates.

  3. If the carrier cannot resolve the issue, reach out to our support team at mail@nz-ecommerce.com, and we will assist you with an investigation or replacement.

Returns, Guarantees & Refunds

Every Cloudy clip is backed by our comprehensive guarantee. For details on initiating a return, warranty claim, or refund, please refer to our dedicated Return & Refund Policy.

Customer Support

For any questions regarding your shipment, reach out to us at:

  • Email: mail@nz-ecommerce.com

  • Support Hours: Monday to Friday, 8:00 AM to 6:00 PM GMT+1