FAQS
Come join our Kulture! We are all about positive vibes, art, support, diversity, inclusion, and more.
https://www.facebook.com/kl9ud/
Contact your local Kloud9 Rep and join their Facebook page too!
It is common to mistype your email address when creating your account. Login to the MY ACCOUNT and check your email address in 2 different locations. My Account / Back Office / Edit your Profile & Edit your Account Information.
Are you still not receiving emails? Check your email spam filter. If you find emails from us in your spam filter, "whitelist" or "Approve" them so you receive future email notifications. If you have a section to auto approve, or white list all emails. Add kl9ud.com to the approved list.
Are you still not receiving emails? Our server is sending emails, guaranteed. We process an order about 1 time per minute, all day. Each order that is placed generates 6 emails. 3 orders receipt emails (customer, the rep and Kloud9) and 3 commission emails (store owner, level 1 and level 2). We send about 10,000 to 20,000 system notification emails a day. Although legitimate emails, many email providers misinterpreted our notifications as spam. We are continually identifying these email providers and requesting to be white listed,
How you can help: There is no need to contact the Kloud9 support about this, only time will fix the problem. We are working diligently to get white listed with everyone. You can contact your email provided and request all email be allowed from kl9ud.com.
Our shipping is free over $100! :-) You're welcome!
Oh no! Sorry that happened. We do insure our packages and will submit a claim with the carrier. Please notify us within 10 business days from the USPS "Delivered" date concerning your damaged product. Submit a support ticket through the site, or email support@kl9ud.com, including your Order ID and a photo of the product with the USPS packaging present. You will receive a reply within 2 business days providing further instructions concerning the product. We advise you to not throw anything away. We request that you please hold on to the damaged product, the box, and all the original packaging. Thank you.
We are terribly sorry for the inconvenience! Shoot us an email to support@kl9ud.com to alert us of the situation. If We show your package has been "Delivered". In order to get a replacement product sent to you, we will need you to file a claim at www.USPS.com. Under Popular Links, you will find "File A Claim".
Information you will need:
• Tracking Number
• Proof of invoice or receipt
You will be contacted by the Postal Service. All we ask is that you help them with their investigation as the theft of a person's mail is a serious offense. If you go to your local Post Office, ask to fill out a Mail Theft & Vandalism Complaint. Once we receive the Claim # from the Post Office, a replacement product will be mailed to you at that time. Thank you.
First, let us apologize for your inconvenience. If you have received the wrong product, please notify our Support Team immediately by sending a ticket or an email to support@kl9ud.com. Include your Order ID, photos of the product you received and your packing slip. Once we receive we will happily correct the issue for you. Thank you!
Sales tax will be charged towards your reservation fee, any partial payments applied, and when adding the reserved product to your shopping cart, depending on if required by your local and state tax laws.
We allow payments on reservations as follows:
- Reserve your product with a deposit.
- Make payments on products in Reservation.
- Claim the products paid in full.
Once logged in, go to your account, then “My Reservations”. Select the product, add the amount you want to pay under “Make a Payment” and click “Add Selected Items to Cart.” On the next page, click “Checkout.”
When the payment for an item is paid in full and the balance is $0, select the item(s), add to your cart, and check out.
No. Anything not on reservation will be shipped normally according to our current shipping time frame posted in your Shopping Cart.
Payments are applied towards one item until paid off. Future payments apply to your remaining balance of reserved items.
You will receive a series of emails to claim your reservation at release. You will have 14 days from the release date to pay the remaining balance and claim your reserved product. If the amount is not paid off within that timeframe, you will lose your reserved product and your reservation fee. Please contact Customer Service for a refund on any partial payment that was applied.
No, the $$ applied towards reserving your inventory is non-refundable. If further payment has been made, those funds are eligible for a refund.
Once you arrive on the product page, choose your options, and click “Reserve.” The Reservation fee will be added to your cart.
* Reservations are typically used prior to a product release and not available for every product.
Items can be claimed after the product officially releases. Check the item for a countdown timer.
If I live outside the USA can I become a Rep? Unfortunately No. -With rules and regulations changing daily surrounding this industry it would be almost impossible to keep up.
Does Kloud9 ship product international? Sadly we can also not ship for the same reasons. We hope to revisit the topic in the future.
This is all the overseas information we have at this time. Check back with us later.
Processing time depends on the product. Smoke shop orders typically ship same or next day as long as there are no custom items on the order. Most tumblers are made to order and ship within 4-6 Weeks. Seasonal delays may apply. Once the order has shipped, an email notification will be sent to the email on file. Customers can check their order status by logging into their account, then checking "My Purchases". An order can be cancelled until it shows "processing" after it has moved to processing we are unable to cancel the order. Thank you.
Shipping for order over $25 is Free courtesy of Kloud9. Normal processing time is 1 business day. Seasonal delays may apply. Once the order has shipped, an email notification will be sent to the email on file. You can check your order status by logging into your account, then checking "My Purchases".
- We are unable to ship to Arkansas, Maine, South Dakota, Vermont, and Utah due to a ban on internet and phone sales. Rhode Island, Massachussetts, Washington, and Montana currently have a flavor ban in place. In order to purchase in these states please email support@kl9ud.com with requested order and we will try our best to fill your order within our legal capabilities.
- Please note: UPS will NOT deliver to PO Boxes.
Does Kloud9 ship product international? NO. Due to laws and regulations constantly changing at this time we do not offer international shipping.
Can I carry inventory? Yes. However for our ejuice line this is NOT RECOMMENDED. - E-Juice is subject to local and federal laws and regulations. Some states require tobacco licenses to sell vapor products. It is your sole responsibility to conform to the law. Federal law requires you to check every ID to prevent the sale of nicotine to minors. Kloud9 takes this very seriously and because of this we offer FREE Identity verification for your customer.. We recommend walking your customers through the account set up process in order to complete their order and allowing them to verify their identity.
How do I help my customer create an account? You may walk your customer through account creation step by step. Make sure you let the customer input all of their data and go through the ID verification. You can not do this for a customer as they will need to have their idendity verified in order for their products to ship.
Does Kloud9 ever charge for Identity verification? NO. This is something we provide free of charge to make sure that we are doing our part to prevent the sale of nicotine products to minors.
To be clear Kloud9 has a no tolerance policy when it comes to sale to underage individuals.
We are always adding to the FAQ with our newest most frequently asked questions. Some questions will be answered by improving our information while other questions will be answered here!
If you don't see what you're looking for, use the "Contact Me" or "Support" section to send us messages. Thank you!
