You are responsible for ensuring the shipping address provided at checkout is accurate and complete. Where Shopify's system flags a potentially incorrect or incomplete address, CloudRest may take necessary steps to correct the address on your behalf without prior notification or confirmation. Any such correction is made in good faith as a courtesy only and does not create any additional liability for CloudRest. Regardless of any address amendment made by CloudRest, we remain unable to guarantee successful delivery and accept no liability for losses arising from an address that was originally entered incorrectly by the customer. If a package is returned to our logistics facility due to an undeliverable address, a reshipping fee will apply before the item is dispatched again. CloudRest is not liable for lost or stolen packages once the tracking status confirms delivery to the address on file at the time of dispatch. If you believe your parcel has been stolen after delivery, please contact your local carrier or law enforcement directly.
Shipping Policy
Governing Law and Jurisdiction
This Shipping Policy applies to all orders processed by CloudRest, a sole trader business registered and operating in Queensland, Australia. While CloudRest operates under the jurisdiction of Queensland and the Commonwealth of Australia, our fulfilment network spans multiple international borders to deliver your order efficiently.
1. Order Processing
All orders require a standard processing period of 1 to 3 business days before dispatch. During peak promotional periods, public holidays, or global supply chain disruptions, this processing window may extend up to 5 business days. Processing times are separate from delivery timeframes.
2. Our Fulfilment Model
CloudRest partners with a global network of specialist manufacturers and logistics facilities to deliver your order. As a result, packages may occasionally arrive bearing international shipping labels. This is a normal part of our fulfilment process and does not affect the authenticity or quality of your product.
3. Split Shipments
If your order contains multiple items, they may be dispatched in separate packages from different facilities to get your order to you as quickly as possible. You will receive a distinct tracking number for each parcel. The arrival of one item before another is a standard part of our logistics process and does not indicate that your order is incomplete. You are not entitled to a refund on the basis of a delayed item within a split shipment while the remaining parcel is still in transit.
4. Estimated Delivery Timeframes
Once your order has been dispatched, the following estimated delivery timeframes apply based on your location. These are estimates only and are not guaranteed delivery dates.
- Australia: 7 to 14 business days
- New Zealand: 8 to 15 business days
- United States and Canada: 10 to 20 business days
- United Kingdom and European Union: 10 to 20 business days
- Rest of the World: 14 to 30 business days
CloudRest accepts no financial or legal liability for delivery delays caused by severe weather events, postal disruptions, global supply chain issues, or customs clearance bottlenecks outside our control.The above timeframes are purely an estimation and delivery timelines may vary from order to order.
5. International Customs, Duties, and Import Taxes
Orders shipped outside Australia may be subject to import duties, taxes, and customs administrative fees levied by the destination country. CloudRest operates on a Delivered Duty Unpaid basis. All customs fees, import duties, and local consumption taxes are the sole responsibility of the receiving customer and are not included in the purchase price or shipping charge paid at checkout.
If a customer refuses to pay customs charges and the package is returned to the sender or destroyed by border authorities, CloudRest reserves the right to deduct any associated penalties or losses from any potential refund. Refunds will not be issued for packages abandoned at customs.
6. Address Accuracy
7. Tracking Your Order
Once your order has been dispatched you will receive a confirmation email containing your tracking number. If you have not received tracking information within 5 business days of placing your order, please reach out through our Contact Us page and fill out all applicable fields and we will investigate promptly.