Shipping policy

CLOUD 19 OFFICIAL SHIPPING POLICY

Thank you for visiting and shopping at Cloud 19 Official Streetwear Malaysia. Following are the terms and conditions that constitute our Shipping Policy.

1. Domestic Shipping Only (Malaysia) Currently, Cloud 19 Official only ships to addresses within Peninsular Malaysia, Sabah, and Sarawak. We do not ship internationally at this time.

2. Shipping Provider We utilize EasyParcel Sdn. Bhd. as our third-party logistics aggregator. Through EasyParcel, your order will be shipped via various domestic courier services (e.g., J&T Express, PosLaju, NinjaVan, DHL eCommerce, etc.). The specific courier will be selected based on the best rate and speed to your location.

3. Shipment Processing Time Due to our operational schedule, all orders are processed and shipped on weekdays only (Monday to Friday).

  • Orders placed before 12:00 PM on the next day and will be shipped on the same weekend (Only applies to readystock products).

  • Orders placed after 12:00 PM in 2 days and will be shipped on the same weekend (Only applies to readystock products).

  • If we are experiencing a high volume of orders (especially during "Drops"), shipments may be delayed by a few days. We will notify you via email if there is a significant delay.

  • Depending on the Drop Type. For Pre-Order Drops, your product will be ship to you based on the stated production time (e.g. 14 Days Pre-Order, we will take 3-4 Days for packaging and arranging for your shipments pickup).

4. Shipping Rates & Delivery Estimates Shipping charges for your order will be calculated and displayed at checkout. EasyParcel provides real-time rates based on the weight of the items and your delivery address.

  • Peninsular Malaysia: Estimated delivery 2-4 business days after shipment.

  • Sabah & Sarawak: Estimated delivery 5-9 business days after shipment.

Please note that delivery times are estimates provided by the courier and are not guaranteed. Delays can occur due to festive seasons, public holidays, or unforeseen circumstances.

5. Shipment Confirmation & Order Tracking You will receive a Shipment Confirmation email once your order has been packed and a tracking number has been generated via EasyParcel. The tracking number will be active within 24-48 hours.

6. Damages & Lost Packages Cloud 19 Official is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment courier to file a claim. Save all packaging materials and damaged goods before filing a claim. We will do our best to assist you with the necessary details for the claim via EasyParcel.

7. Incorrect Shipping Addresses We are not responsible for orders shipped to an incorrect address provided by the customer. Please verify your address carefully before checking out. If a package is returned to us due to an incorrect address, you will be responsible for the cost of re-shipping.

You can always contact us for any return question at cloud19merchandise@protonmail.com.Â