Returns Policy and Process
What Qualifies For A Return
Ready Made Items
If you purchased or received a non-custom item directly from rainierclouds.com, it is eligible for return within 30 days of purchase. A restocking fee of 30% of merchandise total will be applied. We will issue a refund to the original form of payment less the restocking fee. Returned goods must be in perfect, unused condition. It's your responsibility to get the item back our way, by covering the shipping back to our warehouse.
If you ordered a custom-made product from rainierclouds.com, we're sorry but we can't accept your item for return. All sales are final on custom-made products. No returns or exchanges. Each cloud is created to order here in Seattle.
How Do I Exchange an Item
We are unable to offer an exchange service at this time. Should you require to exchange an item, simply return the original item for a refund less the 30% restocking fee. You may purchase the replacement at your convenience, before or after you receive your refund.
Returns For Other Retailers
If you purchased your product from a retail partner or a website other than rainierclouds.com, please work directly with the original place of purchase for return options. We occasionally work with other retailers to ship out items they may not have in stock.
The Return Process
- Find the rainierclouds.com Sales Order Number on the invoice you received with your order.
- Contact Us to initiate a Return Merchandise Authorization (RMA) number. Call or send us an email highlighting your intent to return an item. If via email please reference "RMA requests, Order # (6 digits)" in the subject line. One of our Rainier Customer Service representatives will assist you from there.
All orders will be routed back to Rainier Headquarters in Seattle:
18375 Olympic Avenue South
Seattle, Washington 98188
Once the returned product is received at our warehouse, returns take about 7-10 business days to complete. This 7-10 day window includes the time it will take to have your account credited the funds from the order. A confirmation email will be sent to the email address on file once the return process is completed.
Remember! Returned goods must be in perfect, un-used condition. Returns must be made within 30 days of purchase. Along with the restocking fee, return shipping costs are the responsibility of the returnee. While you are welcome to use any shipping service you wish, we recommend opting for the most cost effective one that will provide you with a tracking number.
Missing your Order number?
If you don't know your Rainierclouds.com order number, please Contact Us and give us your first name, last name, email address, shipping address and order date.
If You Received the Wrong or Defective Product
If you received the wrong product in your rainierclouds.com shipment, or are missing something from your order, please Contact Us. Expedite resolution by providing all of your order information, as well as the item that was shipped in error or was missing from your order. We will process a replacement shipment and provide return instructions if applicable as soon as possible.
If your product arrived defective from rainierclouds.com please Contact Us and we'll make it all right by you.
If your order arrived defective, but purchased from another retailer, please reach out to the retailer who completed the order for replacment options.
Repairs and Warranty
Warranty is good for 1 year following purchase by original owner. Should you have questions about a warranty or a possible repair to your cloud please Contact Us.