Most Common Questions

1. How do your Level Gift Certificates work?

   Your recipient will be able to apply their gift certificate towards any of our 1,500+ experiences.
   
   Should their chosen experience be of less value than their gift certificate, they will have a remaining credit which can be applied towards another experience booking. If their chosen experience is of greater value, they will simply need to pay the difference in price.

2. What is your Return & Exchange Policy?

   Worried they might not like it? Don't be. We have made our Return & Exchange Policy as easy as possible for you and your recipient.
   
   Extended Holiday Return Policy - 2009
   To make your holiday shopping a bit less stressful, any experience or gift certificate purchased between November 15, 2009 and December 31, 2009 can be returned through January 31, 2010 free of charge. All other return policies apply.
   
   Experience Exchange Policy
   Recipients may exchange any un-booked experience at any time prior to the Experience Certificate expiration date FREE OF CHARGE. Booked Experiences must be exchanged outside of the posted cancellation policy for that particular experience.

   Should the recipient choose to exchange for a more expensive experience they will simply need to pay the difference in cost. Should they exchange for a less expensive experience they will be given a store credit at Cloud 9 Living.

3. What are my delivery options?

   You can either ship your gift via Gift Box or Email Certificate. All Gift Boxes are delivered via FedEx and you can choose from the following methods during checkout on the shipping information page:
   
        Email Certificate  (immediate delivery)....................FREE
        Printable Certificate  (print after checkout)...............FREE
        Gift Box options:
        FedEx Ground  (4-7 business days).........................$9.00
        FedEx 3 Day  (3 business days)..............................$16.00
        FedEx 2 Day  (2 business days)..............................$21.00
        FedEx Overnight  (next business day by 3:00pm).....$35.00
   

4. What is included in the Gift Box?

   Our Gift Box includes the following:
   

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

   To see a sample of our Gift Box, please click here.