Shipping policy
At CLOUDSTEP, we are committed to delivering your order safely, efficiently, and on time — no matter where you are in the world. This Shipping Policy outlines all relevant information regarding order processing, shipping methods, delivery timeframes, costs, and related procedures. By placing an order through our Website, you agree to the terms set forth in this policy.
1. FREE WORLDWIDE SHIPPING
CLOUDSTEP is proud to offer free shipping on every order, to every destination worldwide, with no minimum purchase required. There are no hidden shipping fees, no surcharges, and no exceptions. Every customer, regardless of location, is entitled to free standard shipping at checkout. No promotional code is necessary. Free shipping is automatically applied to all orders.
2. ORDER PROCESSING
2.1 Processing Timeframe
All orders are processed within 1 to 2 business days following payment confirmation. Business days are defined as Monday through Friday, excluding federal holidays and internationally recognized public holidays. Orders placed on weekends or holidays will begin processing on the next available business day.
2.2 Order Verification
Prior to shipment, CLOUDSTEP may conduct standard verification procedures to ensure the accuracy and security of your order. In cases where additional verification is required, our Customer Support Team will contact you at the email address provided. This may result in a brief delay in processing. CLOUDSTEP is not responsible for delays caused by incomplete, inaccurate, or unverifiable information submitted at checkout.
2.3 Order Confirmation
Once your order has been successfully placed and payment confirmed, you will receive an automated order confirmation email at the address provided. This email serves as acknowledgment of receipt of your order and does not constitute final shipment confirmation. A separate shipping confirmation email containing your tracking number and carrier information will be sent once your order has been dispatched.
3. SHIPPING DESTINATIONS
3.1 Domestic Shipping — United States
CLOUDSTEP ships to all 50 U.S. states, the District of Columbia, and all U.S. territories, including:
- Puerto Rico;
- Guam;
- U.S. Virgin Islands;
- American Samoa;
- Northern Mariana Islands.
3.2 International Shipping — Worldwide
CLOUDSTEP ships to every country and territory worldwide. International customers are entitled to the same free standard shipping benefit as domestic customers. Delivery timeframes vary by destination and are outlined in Section 4 below.
Please note that international orders may be subject to customs clearance procedures, which can cause delays beyond our estimated delivery windows. CLOUDSTEP is not responsible for delays caused by customs processing, local postal services, or regulatory inspections in the destination country.
3.3 P.O. Boxes & Military Addresses
CLOUDSTEP ships to P.O. Boxes and U.S. military addresses (APO, FPO, DPO) via USPS. Delivery to these addresses may take longer than standard estimated timeframes. Expedited and overnight shipping options are not available for P.O. Boxes or military addresses.
4. SHIPPING METHODS & ESTIMATED DELIVERY TIMEFRAMES
4.1 Free Standard Shipping — United States
- Estimated Delivery: 5 to 7 business days;
- Carrier: USPS, UPS, or FedEx (carrier assigned at CLOUDSTEP's discretion);
- Cost: Free on all orders, no minimum required.
4.2 Free Standard Shipping — International
- Estimated Delivery: 10 to 21 business days, depending on destination country;
- Carrier: USPS International, DHL, or equivalent international carrier;
- Cost: Free on all orders, no minimum required.
Please note that international delivery estimates may vary due to customs processing, local carrier handling, and regional logistics infrastructure. These timeframes are estimates and are not guaranteed.
4.3 Expedited Shipping — United States (Paid Upgrade)
Customers who require faster delivery may opt for a paid upgrade at checkout:
- Expedited Shipping (2–3 business days): Additional cost calculated at checkout;
- Overnight Shipping (1 business day): Available on qualifying orders placed before 12:00 PM Eastern Time; additional cost calculated at checkout.
4.4 Expedited Shipping — International (Paid Upgrade)
International customers may upgrade to express shipping at an additional cost:
- International Express (3–7 business days, depending on destination): Additional cost calculated at checkout;
- Carrier: DHL Express or FedEx International Priority.
Expedited and express shipping upgrades are optional and charged separately. Free standard shipping remains the default for all orders.
5. ORDER TRACKING
5.1 Tracking Notification
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a direct link to track your shipment in real time. Tracking information may take up to 24 hours to update after the initial scan by the carrier.
5.2 International Tracking
All international orders include end-to-end tracking where available. Please note that tracking visibility may be limited once a package is transferred to a local postal carrier in the destination country. In such cases, CLOUDSTEP recommends contacting the local postal service directly using the tracking number provided.
5.3 Tracking Issues
If your tracking information has not updated within 5 business days of your shipping confirmation email, please contact our Customer Support Team at Info@cloudstep.com with your order number and tracking number. We will investigate the matter promptly.
6. CUSTOMS, DUTIES & TAXES — INTERNATIONAL ORDERS
6.1 Customs Clearance
International orders may be subject to customs inspection upon arrival in the destination country. CLOUDSTEP has no control over customs procedures and cannot predict or guarantee customs clearance timelines. Any delays resulting from customs processing are beyond our control and are not grounds for a refund of the product or shipping costs.
6.2 Import Duties & Taxes
CLOUDSTEP ships all international orders on a Delivered Duty Unpaid (DDU) basis. This means that any import duties, taxes, tariffs, VAT, or customs fees applicable in the destination country are the sole responsibility of the customer and are not included in the order total. CLOUDSTEP is not responsible for and will not reimburse any customs-related charges imposed by the destination country's authorities.
6.3 Customs Documentation
CLOUDSTEP will accurately declare the value and contents of all international shipments on customs documentation as required by law. We do not falsify customs forms or undervalue shipments under any circumstances.
7. ADDRESS ACCURACY & DELIVERY ISSUES
7.1 Customer Responsibility
Customers are solely responsible for providing a complete, accurate, and deliverable shipping address at the time of checkout. CLOUDSTEP is not liable for orders shipped to an incorrect or incomplete address provided by the customer. Address corrections after an order has been processed may not be possible and are not guaranteed.
7.2 Failed Delivery Attempts
If a delivery attempt is unsuccessful due to the customer's absence, an incorrect address, or refusal to accept the package, the carrier may attempt redelivery or hold the package at a local facility. CLOUDSTEP is not responsible for packages returned to us due to failed delivery attempts. In such cases, the customer may be responsible for additional reshipment costs.
7.3 Undeliverable Packages
If a package is deemed undeliverable and returned to CLOUDSTEP, our Customer Support Team will contact you to arrange reshipment. If the undeliverable status was the result of an error on the part of the customer, a reshipment fee may apply.
7.4 Delivered but Not Received
If your tracking information shows that your order was delivered but you have not received it, please take the following steps:
- Check with neighbors, building management, or any secure delivery location near your address;
- Contact the carrier directly using your tracking number to file a missing package report;
- Contact CLOUDSTEP at Info@cloudstep.com within 5 business days of the marked delivery date.
CLOUDSTEP is not responsible for packages confirmed as delivered by the carrier. However, we will make every reasonable effort to assist you in locating your order.
8. LOST, STOLEN, OR DAMAGED SHIPMENTS
8.1 Lost in Transit
If your order has not arrived within 10 business days of the estimated delivery date (domestic) or 30 business days (international), and tracking shows no movement, please contact us at Info@cloudstep.com. CLOUDSTEP will initiate a carrier investigation on your behalf. If the package is confirmed lost, CLOUDSTEP will offer a replacement shipment or a full refund at the customer's preference.
8.2 Stolen Packages
CLOUDSTEP is not responsible for packages stolen after confirmed delivery. We strongly recommend providing a secure delivery address or requesting signature confirmation for high-value orders. Customers are encouraged to contact local law enforcement and file a claim with their homeowners or renters insurance provider in cases of theft.
8.3 Damaged in Transit
If your order arrives visibly damaged, please refuse the delivery if possible, or photograph the damaged packaging and contents immediately upon receipt. Contact Info@cloudstep.com within 48 hours of delivery with your order number and photographs. CLOUDSTEP will work with the carrier to file a damage claim and will offer a replacement or full refund based on the outcome.
9. SHIPPING RESTRICTIONS
CLOUDSTEP reserves the right to restrict or limit shipping to certain regions or addresses in cases of known delivery issues, carrier limitations, safety concerns, or regulatory restrictions. In such cases, affected customers will be notified promptly and offered a full refund if shipment cannot be completed.
10. MODIFICATIONS TO THIS POLICY
CLOUDSTEP reserves the right to update or modify this Shipping Policy at any time without prior notice. Changes will take effect immediately upon publication on our Website. It is the customer's responsibility to review this policy periodically. Continued use of our Services following any modification constitutes acceptance of the updated policy.
11. CONTACT INFORMATION
For all shipping-related inquiries, please contact our Customer Support Team:
- Email: Info@cloudstep.com
- Response Time: Within 2 business days
- Business Hours: Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time)