At Cloud Island™, we’re dedicated to making your shopping experience as smooth and worry-free as possible. Our premium baby products are designed with love and care, just like our customer service policies. Below you’ll find all the details about our shipping and returns processes.

Shipping Information

Order Processing Time

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two convenient shipping options to meet your needs:

Standard Shipping:

  • Carrier: DHL or FedEx
  • Cost: $12.95 USD
  • Delivery Time: 10-15 business days after shipment

Free Shipping:

  • Carrier: EMS
  • Available for orders over $50 USD
  • Delivery Time: 15-25 business days after shipment

Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship worldwide, excluding some Asian countries and remote areas.

Returns & Exchanges

We want you to be completely satisfied with your Cloud Island™ purchase. If you’re not happy with an item, we offer a simple return and exchange process.

Return Policy Details

  • Return Window: 15 days from the date you receive your order
  • Condition: Items must be unused, in original packaging with all tags attached
  • Proof of Purchase: Order number or receipt required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Baby Bedding and Changing Pads (once packaging is opened)
  • Bath & Potty items (for hygiene reasons)
  • Personalized or custom-made baby gifts

How to Return an Item

Step 1: Contact Customer Service

Email us at [email protected] within 15 days of receiving your order with:

  • Your order number
  • Item(s) you wish to return/exchange
  • Reason for return/exchange
  • For exchanges: specify the replacement product details

Step 2: Wait for Approval

Our team will respond within 1-2 business days with return authorization and shipping instructions.

Step 3: Ship Your Return

Once approved:

  • Package the item securely in its original packaging
  • Include a copy of your order confirmation
  • Ship to the address provided in your authorization email

Note: Customers are responsible for return shipping costs unless the return is due to our error or a defective product.

Refund Process

After we receive and inspect your return:

  • Refunds are processed within 3-5 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable (except in cases of our error)

Please allow additional time (typically 3-10 business days) for your bank or credit card company to process and post the refund to your account.

Exchange Process

  • We’ll ship your replacement item once we receive your return
  • If the exchange item is of higher value, you’ll need to pay the difference
  • If it’s of lower value, we’ll refund the difference

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item and packaging
  • We’ll arrange for a replacement or refund at no additional cost

Need Help?

Our customer service team is happy to assist with any questions about shipping, returns or exchanges.

Contact us at:

  • Email: [email protected]
  • Mail: Cloud Island™, 2686 Coleman Avenue, Escondido, US 92025

We aim to respond to all inquiries within 1-2 business days.

At Cloud Island™, we’re committed to ensuring your complete satisfaction with our premium baby products. Our policies reflect our dedication to quality and care, just like the thoughtful design of our products for your little ones.