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Cloud Home Shipping Policy

Free Shipping on All Orders

Enjoy free shipping on all orders.

Tracking Your Order

You will receive a tracking number by email once your order has been shipped. A person will be assigned to ship your order. You will be able to track it online on the carrier’s website using your tracking number.

The mandated carrier might communicate with you to schedule a delivery appointment.

You can track your order online here.

Delivery Location

The merchandise will be delivered in front of your home or office only if the location is accessible by the carrier, otherwise the delivery will be curbside. Beyond this point, you are responsible of any further transport of the merchandise. The service does not include the unpacking and assembling of the products.

Signature

It is possible that a signature is required upon delivery and will constitute Proof of Delivery. Upon delivery please inspect all items. Please note any damage to the items or packaging on the delivery receipt. If refusing delivery due to damage, please note “Delivery refused due to damage” on the receipt. Additional charges may apply for special delivery requirements or extraordinary delivery conditions. If you receive an order damaged but you accepted the delivery, the product damage policy will apply.

Small Parcel

Signatures are not required for Small Parcel deliveries, but the decision to leave your package will ultimately be at the discretion of the delivery carrier.

Big Boxes

Some big boxes can be relatively heavy. To facilitate the manipulation of the boxes, we suggest that you be assisted by at least 2 people to move the boxes inside your house. You can get the dimensions of all the boxes online.

Away at the Time of Delivery

The delivery carrier is free to decide whether they should leave the package at your door or take it to the nearest delivery center, in which case they’ll leave you a card telling you where to pick up your order.

Cancellation Policy

Have you changed your mind? That’s OK, we’re here to help! If you would like to cancel your order, contact our customer service team as soon as possible at [email protected]. If the order has not shipped, we’ll happily issue a cancellation. However, if the order is shipped, you will need to initiate a return by contacting our customer service team.

Mattresses

All mattresses are final sales once they are shipped. No request for a return or a refund will be accepted, regardless of the condition of the mattress.

Delivery Throughout Canada

We only deliver products within the contiguous Canada.

We do our best to offer free shipping to all of our customers; however, some exceptions may apply for deliveries to restricted locations. If your ZIP/Postal Code does not qualify for free shipping, we encourage you to contact our customer service department to determine the shipping costs.

Verify if my ZIP/Postal Code qualifies for free shipping: Verify

Product Damage / Wrong Item Policy

We take full responsibility if your product was damaged in transit, has missing parts, or if we accidentally shipped the wrong item. However, we need your help to keep us informed. Please contact our customer service team within 7 days of receiving your product if you encounter any of these problems, and we’ll happily resolve the issue free of charge.

Please note that we may ask you to send us pictures of any damaged or defective parts, so we may help you more quickly and efficiently.

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