Policies
Cloud Nine Candle and Bath Co. would like to take this opportunity to share some very important
information with you, our customer. We know this page is long, but it is very important for
you to read the entire page, as
it explains significant policies regarding ordering, shipping,
return policies and damage claims, payment policies and more. This
page may change without notice, so we recommend you reread this page
before each order.
Your order indicates that you have accepted our
policies. Our online shopping cart will not accept your online order
unless you check the box indicating that you
agree with our policies before you place an online order.
5/14/07: New shipping rates effective for Priority Mail and Priority
Mail Flat Rate!
New International mailing options and rates!
7/1/07: Our mailing address has changed!
Click here for details...
We want you to be 100% satisfied with your order! Please see our
20-day return policy for details.
YES! We ship to APO and FPO addresses via Priority Mail.
Three very important things you should know before you submit your
order:
-
Check Your Billing Address Carefully. Please make sure
your billing address is the same as the address that your credit
card statements are mailed to on the shopping cart, or your order
will be declined! A declined transaction may put an authorization
hold on your account which reduces your available credit (see the
next very important thing for what this means to you).
-
Was your order declined? If your card is declined, please do not try to put the same
information through multiple times because it will keep declining,
and each time you do this it costs us money! Also, each and every
declined transaction may put an authorization hold on your account
which reduces your available credit, and may take 7-10 business days
to be released by your credit card company or bank. We are not
responsible for any problems or charges you incur due to declined
transactions. Unfortunately we are not able to assist you with this
problem, it is between you and your bank. You must contact your bank in order to release authorization holds,
we have absolutely no control over this.
-
Check your Shipping Address Carefully. Please make sure the shipping address is accurate and complete, or
you may be charged a 20% restocking fee, an address correction
charge, or a second shipping charge to reship the package if the
package is returned to us. FOR PAYPAL USERS ONLY: If you pay with
PayPal and your confirmed address is different than the ship to
address you put in the shopping cart, this counts as an inaccurate
address and this policy applies. We only ship to PayPal confirmed
addresses.
Ordering
We offer you many ways to order from us!
The safest, easiest, and fastest way for you
to order from us is to use our secure online shopping
cart.
You may also submit an
order via
e-mail, fax, regular mail, or
for USA customers, by telephone.
For your protection, DO NOT include your credit
card information on FAXED orders or in e-mails. We use a third party service for receiving
faxes, and your information would not be private. As for e-mails... that is not
a secure method either. You may either call in your credit card number, or e-mail
a message with your phone number and the best time to call you, and Cloud Nine Candle and Bath Co. (Cloud Nine)
will call you to obtain the credit card number.
Please be sure all payment
and shipping information is accurate and complete. If a shipment is made to an incorrect
or invalid address supplied by
the customer, the customer is
responsible for reshipping costs if the shipment is returned to us.
Cloud Nine may not ship to addresses that USPS cannot validate, and the
customer is responsible for any address correction fees charged by UPS
if an order is shipped to an address UPS cannot validate. For
additional shipping policies, click here.
Cloud Nine relies on e-mail contact to process online
orders. If a customer fails to provide a valid e-mail address with an online
order, the order may be
delayed or cancelled. We will not bother you by telephone unless we do not
receive a response from you via e-mail.
All prices are in US Dollars (USD).
We love
feedback! Please tell us what
you think of our products and our website.
Accepted Forms of Payment
Cloud Nine accepts Visa, MasterCard, Discover, American Express, US
postal money
orders (get from any Post Office), and
PayPal
for USA transactions.
Please do not send cash through the mail (cash is accepted
for face-to-face transactions, of course!).
No order is processed before Cloud Nine
receives full payment. In other words, we accept orders on a prepaid basis only,
we do not offer credit terms.
International Orders
Cloud Nine accepts international orders to
Canada, Australia, Japan, and most western European countries, paid by
Visa and MasterCard, for up to $75
USD for new customers, so long as
your address can be verified through the Address Verification System
(AVS). This means you must enter the same address as the shipping address
in the shopping cart that the credit card company has on file as your
address. If the AVS does not match, your order may be rejected.
International orders for new customers over $75 USD must be paid with
a wire transfer. Please contact us for wire transfer information. The
customer is responsible for paying all wire transfer fees.
Payments for international orders are also accepted through
PayPal
at this time up to $75 USD to the address you used to register with PayPal, and are limited to countries on
PayPal's send/receive/withdraw
approved
countries list. For information on Cloud Nine's international shipping
policies, please click here.
International orders may be placed via our website or by e-mail.
Unfortunately, we cannot accept international orders by telephone, as we
do not have an international calling plan on our phone at this time.
Credit Card Payments
Cloud Nine's credit card processor uses the Address Verification
System (AVS) to compare the billing address with the address tied the
credit card used for payment. It is primarily designed to protect Cloud
Nine and its customers from fraudulent credit card users.
Customers must
make sure that the address
entered into the secure shopping cart, including zip code, matches the billing address of the
customer's credit
card. If there is not a match or if the field is left blank, the shopping cart will decline the order.
If you wish to ship to your work address, please contact your credit
card company prior to placing your order to add it as a second billing
address. If your credit card is declined, please check with your credit card
company, as they may be able to advise you as to how you need to put in
your address for it to properly validate.
PayPal Payments
Yes, we take PayPal! Payments from new customers made using PayPal must be shipped to the CONFIRMED address. If an order is not covered by PayPal's
Seller's Protection Policy, it may be rejected.
Chargebacks
Cloud Nine treats chargebacks as credit card fraud and Cloud
Nine will pursue the recovery of all losses resulting from chargebacks to
the fullest extent of the law; including, but not limited to: legal fees
and bank fees. All customers who order from Cloud Nine do so with the full
knowledge of Cloud Nine's terms and policies, in other words, read this
web page very carefully before you order. Chargebacks are not
acceptable under any circumstances. If you have any problems with your
order, please contact us we will work with you.
Payment by Check
We do accept checks in some situations, but please be aware that your order may be delayed
significantly or rejected if you pay by check.
Here are the causes of the delays of orders paid by check. Cloud Nine will hold
any order paid by check to allow
sufficient time for the check to clear your bank (and not be
bounced back to our bank). This adds ten business days to the
order processing time, in addition to the time it takes for
the your payment to travel through the
mail system on its way to us. We know this is an
inconvenience to you and checks do not always take so long to clear, but
we have no way of verifying your check has cleared (and we have been
bitten: once bitten, twice shy...) Cloud Nine may waive this waiting period for known and
established customers, at its discretion.
To avoid delays due to sending a
check through the mail, you can use
PayPal,
a free service, to pay for the order directly from your checking account. Once
PayPal shows your payment has cleared, the order will be mailed per our
normal order processing schedule.
If you pay for your order with a US postal money
order or cashier's check from a known, national bank, instead of a personal check, we can eliminate the delay of waiting for
a check to clear.
Bounced checks are bad and will cost you. Any returned item is
subject to a $25 service charge payable to Cloud Nine Candle and Bath Co., per
occurrence. Our bank charges us a fee when a customer's check
bounces, and your bank will probably charge you a fee as well. If
a check is returned, you must provide
a postal money order or cashier's check, or pay by credit card or PayPal with an
additional $2.00 fee, before we ship your order. In
addition, return item service charges must be paid before
orders are shipped. If there are outstanding service charges for
bounced checks, we will not take future orders from you until you pay
these fees in full.
If you are aware of a problem with your check,
please let Cloud Nine know as soon as possible as a courtesy. We will be
much more understanding if we are warned in advance, because the owner
gets really stressed out when she is surprised with a bounced check in
the mail!
Also, if you send a check through the mail, with an order printed
out but not submitted through our website, with a message like "ship
really fast", the check will go straight into the shredder. Yes, this
has really happened.
Shipping/Handling Information
All items are shipped FOB shipping point (as defined in the United
States). Cloud Nine's responsibility for any shipments ceases once the
merchandise delivered to the carrier.
How to Calculate Shipping/Handling/Insurance Charges on Your Order
USA orders: When you check out with the shopping cart, under
the section "Calculate shipping for this order", select United States
from the drop down box. Then, enter the zip code where the order is
being SHIPPED to (this is especially important if you are shipping to an
address other than the billing address). Then click the "ADD SHIPPING"
button. You will be presented with one or more choices for shipping your
package, along with the price. Click the button of the choice you want
then click the "ADD SHIPPING" button. If you change your mind, hit the
"ADD SHIPPING" button and repeat. Note, if you add more items to your
order after you calculate shipping, you will have to recalculate the
shipping again. Also, remember that if the ship-to address is a PO Box,
do not select UPS Ground or UPS 3-Day select because UPS does not ship
to PO Boxes.
Incorrect addresses can cause big problems! Please double check the shipping address you have
entered to make sure it is correct and complete, as this will help us
process your order more quickly and you are more likely to receive it in
a timely manner. An incorrect or incomplete ship to address can delay
your order and result in additional charges or order cancellation. If you enter the wrong zip
code to calculate shipping, and it costs more to ship to the correct zip
code, you will be billed the difference plus a $1.50 transaction fee. If
it costs less to ship to the correct zip code, you will not be refunded
the difference. For UPS shipments, if you
do not enter the correct and complete address, and UPS assesses an
address correction fee to us as a result of your error, you will be
charged for the address correction fee (which generally runs from $5 to
$35 dollars) equal to the amount assesses by UPS, plus a $1.50 transaction fee. If your address has an
apartment number, suite number, floor number, Company name, etc., be
sure to include it as leaving this out can result in an address
correction fee. Be sure to include whether the address is on a Street,
Avenue, Place, Lane, etc. Double check to make sure your address is
complete and accurate! Also, if you contact UPS and request the package
to be delivered elsewhere and we are charged an address correction fee,
you will be charged for this fee plus a $1.50 transaction fee. Any
additional fees will be charged to the same credit card used to place
the order. If paid with PayPal, you will be sent a payment request. No
future orders will be filled if there are pending unpaid fees.
Note: shipping quotes include shipping and insurance, and in limited cases may include a small handling charge.
The minimum charge for USPS is $6.25, which is $4.60 for a 1 pound box,
plus $1.65 for insurance up to $50 in coverage (these are the minimum
rates USPS charges for insured priority mail effective 5/14/07).
International orders: Note our shopping cart is not
capable of calculating international shipping charges, your shipping
charge will initially be authorized for $25.00 (see
international shipping information below). Depending on the weight
of your order, or if we can use a flat rate box for your order, the final charge may be less
or more. The following is what you
have to do to complete the check-out process. When you check out with
the shopping cart, under the section "Calculate shipping for this
order", select International from the drop down box. Click the "ADD
SHIPPING" button. On the following page, click that "ADD SHIPPING"
button.
Free UPS Ground Shipping for Qualifying Orders over $100!
For details and restrictions, visit the Free
Shipping page.
UPS Map -
This is how long you can expect your package to take to reach you if
you select UPS Ground.
Day 1 is the day after your order is shipped, and weekends or
holidays are not counted.
Flat Rate Priority Boxes
Yes, we use Flat Rate Priority Mail
Boxes! Flat rate shipping can save you several dollars on shipping
charges! Flat rate shipping may save you money if your order consists of small,
heavy items (like a dozen bars of soap, for example). Unfortunately, our online shopping cart is not
capable of calculating shipping for the flat rate priority boxes. If
you want to know before you order whether your order can fit in a flat rate box, and the shopping cart
calculated your Priority Mail shipping rate to be over $8.95, contact us via
E-MAIL and we will let you know.
If we receive an order that we can safely fit in a flat rate box and
you requested Priority Mail shipping, we will automatically reduce your
total to reflect the reduced shipping rate.
International Shipping
International orders will be shipped via USPS Priority Mail
International. You will see an initial charge of $25.00 for
shipping - usually this is a high-end estimate. We do this because
it eliminates 1-2 additional days from processing your order in most
cases, since our shopping cart is not able to accurately calculate
international shipping charges. If the actual charge (including $1.50
for insurance) is less, your credit card will be charged the lesser
amount. If the actual charge including insurance exceeds $25.00, we will
e-mail you with the actual amount and ask your permission to charge your
credit card for the additional amount, and if you do not respond or
reject the additional amount your order will be cancelled. The customer is responsible for
all shipping charges, including any duties or any other type of charge or
fee required at the time the package is delivered to the customer, or
picked up by the customer.
Flat Rate Boxes: Effective 5/17/07, Global Priority Mail
is gone and has been replaced by Priority Mail International. One major
benefit of this new change is the new FLAT RATE BOXES!!! These are
great because they hold lots of items, to a maximum of 20 pounds, and
can save you big money on shipping. Rates per flat rate box are as
follows:
- Canada or Mexico: $23.00 + $1.50 insurance = $24.50
- Rest of World: $37.00 + $1.50 insurance = $38.50
Summerlin, The Lakes, and Desert Shores Residents
Are you a NW Las Vegas resident? Arrange to have your order of $50 (before sales tax) or more
hand-delivered for FREE! E-mail
info@candlebath.com
for details. Limited delivery times are available so please check with us
first for delivery availability.
More Shipping Information
Order Tracking/Delivery Confirmation
Wondering where your order is? First, check with the carrier, using your
delivery confirmation number (USPS) or tracking number (UPS). Cloud Nine provides the carrier
you selected when you placed your order (UPS or USPS) with your
e-mail address, and the carrier will send the you an e-mail with the tracking
number (UPS) or delivery confirmation number (USPS) after we have printed your shipping label. You may use this tracking
number to track the progress of your order. Note that USPS delivery
confirmation generally will only tell you when a package has been delivered or
attempted to be delivered, and very rarely when it was picked up or where it is in transit.
If you did not receive a tracking
number or delivery confirmation number after our normal order processing time or
if you accidentally deleted it, please
e-mail us and we will e-mail you the tracking
number again.
For USPS delivery confirmation, if you check the delivery
confirmation number and you get a message like this:
"The U.S. Postal Service was electronically notified by the
shipper or shipping partner on (date) to expect your package for
mailing. This does not indicate receipt by the USPS or the actual
mailing date. Delivery status information will be provided if/when
available. Information, if available, is updated every evening.
Please check again later."
...please do not be alarmed or think your package has not been
mailed. Your package was mailed on the date indicated on the
e-mail we sent you. Our packages are not scanned upon delivery to
USPS - they go straight into a large mailing bin. Again, the
package is usually only scanned when it is delivered or when a delivery
attempt is made but unsuccessful.
Order tracking or delivery confirmation is not available for orders shipped to international addresses.
Late Deliveries/Missing Packages
If your order is late or has gone missing we want to help you!
First, please use the tracking information USPS/UPS e-mailed you to check on the
status of your order before contacting us, as this will often tell you
where your package is. UPS provides much better tracking information
than USPS Priority does (USPS generally only tells you if a package has
been delivered or a delivery attempt was made), so keep this in mind when looking up the status
of your package. In many cases, the tracking information will tell you
that delivery attempts have been made and you can pick up the package at
the post office, if the shipment was sent via Priority Mail.
Customers must contact Cloud Nine within seven (7) calendar days
of a Priority Mail shipment (check the "Your Order Has Been Processed!" e-mail
you received for date of shipment), or fourteen (14) calendar days of a UPS shipment, if the order
has not arrived to allow sufficient time for Cloud Nine to research and resolve
the problem with the shipment.
Please note that Cloud Nine will not refund shipping charges if UPS
or USPS delays the shipment for any reason (this includes UPS 3-Day
select or any other expedited shipping method) - including weather delays, or if you did not receive a delivery
notice from the carrier (or it got lost) and the package was returned
unclaimed, but you may contact the carrier directly to resolve the
situation. Once the package leaves our hands, it is the responsibility
of the carrier to deliver your package. We do not refund shipping/handling/insurance fees.
Insurance
All shipping quotes include insurance.
Shipments to Multiple Addresses
If a customer wishes to mail an order to more than one address, a separate
order must be placed for each address. Shipping charges will be calculated
for each package separately. Orders to be shipped to multiple addresses cannot
be combined to take advantage of any free shipping specials that require a
minimum order. However, you may place as many $100+ orders as you like to take
advantage of the free UPS ground shipping special if
each order meets the criteria outlined in that special.
Returned/Refused Packages
Customers are responsible for rescheduling delivery of a package(s) on a
timely basis if they
are not available when a delivery attempt is made. If a customer does not claim a package(s) from the shipper after a delivery
attempt is made, or if the customer refuses a shipment, and the shipper returns
the package(s) to Cloud Nine, the customer is responsible for paying additional
actual shipping charges plus $1.00 handling to reship the package(s).
If the customer refuses to pay
additional shipping charges, the order will be cancelled, and the customer will
receive a partial refund of the amount of the order. The refund will be the
total amount of the order LESS originally quoted
shipping/handling/insurance charges, and LESS a 20% restocking fee of the of the products.
If the tracking number provided by Cloud Nine to its customer shows that
delivery attempts have been made, but the customer does not receive delivery
notices, the customer should make a complaint with their local USPS or UPS
office. Cloud Nine cannot be held responsible for lack of delivery
notices or lost delivery notices.
Refunds
will be processed only after Cloud Nine receives the returned package(s) in unopened
condition. If the package is returned to Cloud Nine opened, the return
policy applies.
Sales Tax for Nevada Orders
A 7.75% sales tax is applied to all orders mailed or delivered
to any address Nevada*.
* If you are purchasing Cloud Nine products for resale and your business is
located in Nevada,
please mail a copy of your sales/use tax
permit to us prior to placing your order. We must have a copy of your sales/use
tax permit on file before we waive any sales tax charges. Scanned images of
your sales/use tax permit that are readable when printed on 8 1/2 x 11 paper
are acceptable and may be e-mailed
to us.
If your order is placed before you provide your sales/use tax permit, we can
refund your sales/use tax after we receive a copy of your sales/use tax
permit, less a $1.00 payment processing fee.
Return Policy and Errors
Cloud Nine wants you to be happy with your purchase. If you are not 100% satisfied with your order from Cloud Nine Candle
and Bath Co., please e-mail us within 20 days from the date of shipment
for a return authorization number and instructions*. Shipping charges
are not refundable in all cases. Be sure to keep the box and all
packaging materials if you plan to return any merchandise. Merchandise returned without a return authorization number issued by Cloud
Nine is not eligible for a refund.
* Sales for all custom orders are final.
Errors: If you
believe Cloud Nine made an error with your order, please
contact info@candlebath.com
with the details within five days of receiving the order. If
we made a mistake we will ship a replacement as soon as possible.
We pride ourselves on the quality of our products,
and Cloud Nine is committed to satisfying all of its
customers. We want you to be happy with your purchases, and we want you to
come back for more! Keep in mind that our handmade items are all
individuals; color, size, shape, pattern, etc. may not be exactly the same, and this is to
be expected. We will do our best to rectify any problems you might
have with your order.
Damage Claims
Your order will be packaged
with great care; however, Cloud Nine cannot be held responsible for
damage to packages in transit.
All packages that leave here are insured. Customers must submit damage claims
directly through the entity used to ship the package (USPS or UPS).
Keep the box and all packaging materials when making a damage claim for
inspection by the shipper. Cloud Nine will do anything it can to
facilitate this process, and we may ship replacements at our discretion
and only for properly documented damage claims WITH A RMA NUMBER (see
below).
Reports of damage
must be submitted to Cloud Nine, IN WRITING, via e-mail within 7 days
after you receive your package. We must have damage claims in writing, a
phone call is not sufficient. Please be very specific about the extent
of the damage and the condition of the package upon arrival.
We will respond ASAP with instructions and/or a RMA number, which you
must have before you send damaged products back to us. Do not return a
damaged package without the RMA number or you will not receive a
refund.
Privacy Policy
Cloud Nine respects your privacy! Cloud Nine will not share your personal information with
anyone without your permission unless otherwise required by law. Customer information submitted through the secure shopping cart
will be used for the sole purpose of processing a customer order and for
subsequent customer contact.
Customer credit card and personal information is collected using a SSL
secured server, for your protection and ours.
Cloud Nine Candle and Bath Co. Newsletter
Cloud Nine will use the information people submit when subscribing to
the newsletter for the sole purpose of communicating to its newsletter
subscribers through the newsletter. Cloud Nine will not reveal or
sell these addresses to anyone unless required to by law. Our
Newsletter page has more information about
the newsletter.
Limitation of Liability
In the event of a defect in material or workmanship, Cloud Nine will
replace the goods, F.O.B. point of shipment or refund the purchase price
for the merchandise at Cloud Nine's sole discretion, provided that a
written claim is received via e-mail or postal mail within 15 days from
the shipment date. Cloud Nine's liability shall not in any event exceed
the cost of furnishing a replacement for the defective product.
In no event will Cloud Nine be liable for direct, indirect, or
consequential damages
for damage, injury, loss of use, and/or loss of profit resulting from the use
or misuse of any product purchased
from Cloud Nine. Because some states do not allow the exclusion or
limitation of liability for consequential or incidental damages, in such
states liability is limited to the fullest extent permitted by law.
Under no circumstances shall
candlebath.com or any other party involved in creating, producing, or
distributing candlebath.com be liable for any direct, indirect, incidental, special, or
consequential damages that result from the use of or inability to use
candlebath.com, including but not limited to reliance by a User on any information
obtained from candlebath.com or that result from mistakes, omissions, interruptions, deletion of
files or email, errors, defects, viruses, delays in operation or
transmission, or any failure of performance, whether or not resulting
from acts of God, communications failure, theft, destruction, or
unauthorized access to candlebath.com's records, programs,
or services. User hereby acknowledges that this paragraph shall apply to
all content, merchandise and services available through candlebath.com.
Because some states do not allow the exclusion or limitation of
liability for consequential or incidental damages, in such states
liability is limited to the fullest extent permitted by law.
Samples
A
free sample of Cloud Nine's choosing is included with every paid order as a way
to introduce customers to new and/or different products and to thank them
for their business.
Otherwise, we do not give out free samples, so please don't ask! Due to the proliferation of freebie scavengers on the Internet (see the "Freebies
and GDA" forum at KachinaWeb
for an example), Cloud Nine does not respond to or honor unsolicited
requests for free samples and we consider such requests to be SPAM. Small sizes are available for purchase in many
(but not all) products to allow customers to try a product without
spending as much as for a full-sized product.
Donations / Fundraisers
Cloud Nine will periodically make a donation or donate a portion of the
sales of certain products to various non-profit organizations and/or
fundraising causes of our choosing.
Cloud Nine will respond to unsolicited
requests for donations at its discretion. Please send these requests via
postal mail, on the letterhead paper of your organization, and include
your organization's tax ID number, for the best chance of us accepting
your request.
Can we help you by selling you products at a discount to sell at a
fundraiser?
We have great, unique products that can help your organization raise
lots of money!
Let us know!
And Finally,
If there are any questions you have that haven't been answered on
this page, please e-mail Randi at
info@candlebath.com. I will do my best to answer any questions
you have!
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