Top 10 Questions

1. How do I book my experience?
   If you currently have a gift certificate and have not already registered it, you can book your experience by clicking the Redeem Gift link in the upper right corner. During this process, you will be asked to create an account in order to register your certificate. From here, you will be able to request a booking date for your experience.
   
   Once your gift certificate is registered to your account, you can book your experience at any time by logging in to your Account Summary and clicking the 'Book Now' button associated with your certificate.
   
   If you do not have a gift certificate and would like to book an experience, you can do so by either calling us at 1-866-525-6839 or purchasing the experience online and selecting the Email Certificate delivery option. This will be delivered immediately and you will be able to use the Gift Certificate number to proceed through our online booking process.
2. What is your Return Policy?
   If you wish to return a gift you purchased, you must do so within 30 days of your purchase. All refunds must be requested by the original purchaser and all monies will be remitted only to the original purchaser in accordance with the original payment method. No refunds are allowed once a Cloud 9 Experience is booked in accordance with booking requirements found at www.cloud9living.com 
   
3. Can I exchange my experience for another one?
   Yes. All experiences are exchangeable at any time free of charge. To exchange your experience online, click the Exchange link on the detail page of your current experience during the booking process.
4. Do I have to select a booking date at the time of purchase?
   No. You may purchase any of our experiences without scheduling a specific date. Your recipient will have up to one year to choose a date and time convenient to them.
5. How do I check the availability of an experience before I purchase it?
   In order to check the availability of an experience before you purchase it, please call us at 1-866-525-6839. We will be able to let you know if the experience is available on the date and time you are requesting and can assist you with the purchase, assuming the availability meets your needs.
   
   You do not, however, need to book an experience before purchasing it. Our typical process as a gift company allows for you (or your gift recipient) to book the experience within one year of the date purchased. If you are giving an experience as a gift, this will give your recipient the flexibility to book their experience at their convenience. As once an experience is booked, you may not be able to cancel or reschedule certain experiences and no refunds will be able to be given.
6. Can I extend the expiration date on my gift certificate?
   Yes. All gift certificates can be extended for a period of 3 months from the original expiration date and will be subject to a $50 administrative fee. All extensions must be requested on or before the original expiration date of your gift certificate.
7. How do I reschedule my experience?
   If you are currently booked for an experience and need to reschedule, please call your experience provider at the phone number given on your Booking Confirmation Email. If you are unable to contact your experience provider, please call us and we can be of assistance.
8. Can I combine multiple gift certificates towards one experience?
   Yes. To combine multiple gift certificates, please call us and one of our Experience Consultants can assist you.
9. What is included in the Gift Box?
   Each gift box includes the following:

   • Gift Certificate
   • DVD which shows a sample of our experiences
   • Personalization Message Card
   • Brochure about Cloud 9 and our experiences
   • Experience Description Card which describes what has been given

   Click here to see a sample of our Gift Box.
10. How can I track the delivery of my Gift Box or Email Certificate?
    If you chose to deliver a Gift Box, you will receive a Shipping Confirmation email once it has shipped. This email will include a FedEx Tracking # which can be entered at www.fedex.com to track your package.
    
    If you chose to deliver an Email Certificate, it should have been delivered immediately to the email address you entered during checkout. If you do not see the Email Certificate in your In Box, please check you Bulk / Spam folder, as depending on the level of security filters you have in place it may have ended up there. If you would like the Email Certificate to be redelivered, please call us.
    
    *Please remember to add info@cloud9living.com to your safe sender list to ensure our emails are delivered directly to your In Box.