Order Fulfillment:
At Cloud9, we pride ourselves on efficient and timely order processing. Every order is shipped directly out of Sydney, Australia on the same or next business day. Our goal is to get your items on their way as quickly as possible, ensuring a seamless shopping experience for you.

Shipping Times:
Once your order is dispatched, it typically takes 2-5 business days to reach most standard metropolitan areas. However, please note that shipping times may vary based on your location and external factors beyond our control.

Shipping Carrier:
We partner with Sendle, a reliable and trusted shipping carrier, to ensure your orders are delivered securely and efficiently. Sendle offers a convenient tracking system to keep you informed about the status and location of your package throughout its journey. You will receive a unique shipping tracking code for each order, allowing you to monitor the delivery progress with ease.

Tracking Your Order:
Once your order is shipped, you will receive an email confirmation containing your unique tracking code. You can use this code to track the status of your order on the Sendle website. Rest assured, your package is in good hands, and you'll be able to monitor its journey every step of the way.

Shipping Fees and Free Shipping for Australian Orders Over $50:
For orders within Australia, our shipping rates are calculated based on the weight and size of your order, as well as your location. To determine the exact shipping cost for your order, simply add your items to the cart, enter your shipping address, and the system will provide you with an accurate shipping estimate before you proceed with your purchase. We're pleased to offer free shipping to all orders with a delivery address within Australia and a total order value exceeding $50.

International Shipping:
We offer international shipping for our customers around the world. Shipping fees for international orders will be calculated and displayed at checkout based on the destination country, the weight, and size of the items in your order.

90-Day Product Guarantee:
We back our products with a solid 90-day satisfaction guarantee. If our products don't achieve the desired improvement in your teeth's shade, we're prepared to process a refund (excluding postage and handling costs). We kindly ask for supporting evidence like photographs. Please note that return shipping costs for exchanges or returns are not covered by Cloud 9.

Satisfaction Guarantee Conditions:
Our satisfaction guarantee is subject to the results disclaimer below.

Friendly Customer Support:
Should you encounter any issues or concerns, our customer support team is here to help you reach a positive resolution promptly.

Refund Process:
Refunds, when applicable, will be directly processed to your original payment method. Please allow up to 7 business days for the refund to reflect in your account.

Product Faults:
In the unlikely event that you receive a faulty product, contact our support team right away. We're dedicated to swiftly resolving issues, either through product replacement or by offering a refund for major faults. Our goal is your bright and happy smile, and we're here to support and address any product-related concerns.

Results Disclaimer:
We understand everyone is unique, and whitening product effectiveness varies. Factors like staining, number of applications, application duration, and individual characteristics influence results. Dental work such as crowns, veneers, and bridges may not whiten beyond their original color.

Teeth whitening effectiveness may be affected by dental imperfections, tooth decay, thin enamel, antibiotics staining, or tooth trauma. If in doubt, consult your dentist before whitening. Our support team is also available for pre-purchase advice.

We appreciate your trust in Cloud9. For more information or assistance, don't hesitate to reach out. Your satisfaction is our priority, ensuring your experience with us is seamless and enjoyable.