FAQs

Have a Question? We're Here to Help!

Our full customer service team is available Monday through Friday from 9 AM to 5 PM (EST) and Saturday from 9 AM to 3 PM (EST). We also have staff working during off-hours, so feel free to give us a call at +1-646-553-0938. If you can't get through to us over the phone, you can email us at info@cloudfitshoes.com and we will respond ASAP or call you the next business day after 9 AM (EST).

Orders, Shipping & Tracking

How long will it take for my order to process?
It usually takes 1-2 business days to process an order. Orders placed before 2:00 PM (EST) Monday through Friday begin processing the same day. Orders placed after 2:00 PM (EST) Monday through Friday and any orders placed on Saturday or Sunday will start processing the next business day. Please note: FedEx Next Day and 2nd Day Air do not deliver on Saturdays or Sundays, so orders placed on Friday will not arrive on the following Saturday or Sunday.

Can I cancel or make a change to my order after it's been placed?
If your order is still processing, we will try our best to cancel or change it. We will do our best to fulfill your request. If your order has already been shipped, you can email us at info@cloudfitshoes.com for return information.

What is CloudFit Shoes' shipping policy?
Orders placed before 2:00 PM (EST) Monday through Friday begin processing the same day. Orders placed after 2:00 PM (EST) Monday through Friday and any orders placed on Saturday and Sunday will start processing the next business day. Please note: FedEx Next Day and 2nd Day Air do not deliver on Saturdays or Sundays, so orders placed on Friday will not arrive on the following Saturday or Sunday.

Will my order be charged sales tax?
For orders placed in/shipping to New York, California, and other applicable states, sales tax will be charged based on local rates.

Why does my order arrive without a box?
Good question! Normally, orders for 1 to 3 pairs of shoes will not be shipped in an additional box. In an effort to reduce cardboard usage and shipping weight, shoes will be wrapped in black plastic. If you require a cardboard box, you can call or email us to request one, and we will do our best to accommodate your request.

Returns & Exchanges

What is CloudFit Shoes' return/exchange policy?
All returns must be made within 30 days of the original order date and can be exchanged or refunded. Refunds will be processed to the original form of payment. Original shipping charges and return shipping costs are not refunded. If you are not 100% satisfied with your order, please call us at +1-646-553-0938 or email us at info@cloudfitshoes.com, and we will be happy to assist you with a return or exchange.

What is CloudFit Shoes' warranty policy?
Please inspect all merchandise upon receipt. If anything is broken, missing, or incorrect, please let us know as soon as possible. If you need to make a warranty claim, please follow the instructions below. You are always welcome to make a warranty claim in person. Simply bring the defective merchandise, along with your receipt, to our showroom.

Is my order eligible for a free return?
You are eligible for a free return label if your product displays "Shop confidently with FREE RETURNS" on our site. If you have any questions, feel free to call us at +1-646-553-0938.

Are there free returns for APO/FPO, Canada, Hawaii, Alaska, or Puerto Rico?
We do not offer free returns for APO/FPO orders. Shipments to Canada, Hawaii, Alaska, and Puerto Rico do not qualify for free return shipping. The cost of return shipping for these products will be the responsibility of the customer.

Can I return my shoes if I wore them for a run or walk?
We recommend that customers try on shoes indoors, preferably on carpet or a soft surface, to get a feel for them before taking them out for exercise. Generally, we do not accept worn shoes for return.

When will I receive my refund?
Once we receive your return, we’ll process it and issue a refund to your original form of payment within 2 business days. You should see the funds returned to your original payment method within a few business days, but please note that we do not control when your bank or credit card company processes the refund. You will receive an email once the refund has been issued.

How should I clean my shoes?
For most shoes, using a mild detergent and a bristle brush is an effective way to clean them. Afterward, you can air dry your shoes or use a shoe dryer to speed up the process and reduce the chance of bacterial growth. However, using a cleaning solution specifically designed for shoes is a better, more effective option. You may also want to consider using a protective spray that forms a barrier against water and dirt before they stain your shoes.