What if the product does not arrive?

Cloud IT Sales is committed to ensuring that your products arrive safely and on time. However, in the unlikely event that your product does not arrive, we will take the following steps to resolve the issue:

Lost, Broken, or Stolen Packages

If your package is lost, broken, or stolen before it reaches you, Cloud IT Sales will:

• Ask the supplier to re-send the goods or give you a full refund.
• Keep you informed of the investigation process.
• Advise you to place a new order at your expense while the original shipment is investigated pending compensation, if necessary.

Delayed Air Mail Packages

If an Air Mail package has not arrived after a long time, Cloud IT Sales will:

• Give you a full refund after the delivery deadline has expired.
• Inform you of the delivery deadline for your package, which will be 30-60 days depending on the region.
• Advise you to create a new order for your customer in the meantime, if you are dropshipping.

Missing Items in Multi-part Deliveries

If you have ordered more than one product and find that the order arrived without the appropriate number of ordered items, Cloud IT Sales will:

• Assist you in filing a formal complaint with the courier.
• Evaluate whether the missing product was the result of a delivery or packing error.
• Credit you the value of the missing product plus a partial shipping credit if it is determined that a packing error occurred.
• Follow your claim with the courier’s China office if it is determined that the missing items were the cause of courier mishandling.
• Credit you for the value of the missing product + partial shipping once the missing case is confirmed by the courier.

Damaged Items

If your order arrives with damaged product/s, Cloud IT Sales will:

• Assist you in filing a formal complaint with the courier or delivery company.
• Provide you with a credit worth the product value of the damaged item or send you a replacement part or accessory, if applicable, at our discretion.

Delayed, Turned Back, or Seized Shipments by Customs

If a shipment is delayed, turned back, or seized by Customs, Cloud IT Sales will:

• Investigate the issue and determine who is responsible for the delay or seizure.
• Compensate you for any losses if the delay or seizure was due to mis-handling by Cloud IT Sales.
• Provide you with information on how to resolve the issue with Customs if the delay or seizure was your responsibility.

General Delivery Failure Cases Where You Accept Liability

You (or the consignee) must accept delivery of the goods and comply with any applicable procedures/charges from your local Customs.

You will be liable for any delivery failures that are due to the following reasons:

• You were not at home or the courier could not contact you.
• The delivery details were wrong.
• The recipient fails to accept the goods.
• The courier cannot satisfactorily verify the identity of the person attempting to receive the goods.
• The courier cannot deliver to a remote area or invalid address.
• Delivery fails due to war, disaster, etc.
• Other similar scenarios beyond our control.

Please refer to our detailed terms and conditions for more information on your responsibilities in cases of delivery failure.

Our Commitment

Cloud IT Sales is committed to providing you with the best possible customer service. We will work diligently to resolve any issues that arise with your order, and we will keep you informed of the progress of your case throughout the process.

We appreciate your understanding and cooperation.