WE’RE HERE TO FIND THE ANSWERS TO ALL OF YOUR FREQUENTLY ASKED QUESTIONS. PLEASE REACH OUT TO ALOTGOINON@ICLOUD.COM IF YOU DO NOT SEE YOUR QUESTION SO OUR TEAM CAN REACH OUT TO YOU.
QUESTIONS
CAN I CHANGE MY ORDER?
UNFORTUNATELY, ALL SALES ARE FINAL AFTER PURCHASE. WE CAN’T MAKE ANY CHANGES OR EXCHANGES ON AN EXISTING ORDER ONCE IT HAS ALREADY BEEN PROCESSED FOR SHIPMENT. THIS INCLUDES BILLING INFORMATION, ITEMS, SIZE, OR QUANTITY. WE ALSO CANNOT CANCEL ORDERS AFTER THEY’VE BEEN PROCESSED.
IF YOU HAVEN’T YET RECEIVED SHIPPING CONFIRMATION, PLEASE REACH OUT TO OUR TEAMA’S EMAIL LISTED AT @ALOTGOINON@ICLOUD.COM AND SOMEONE FROM OUR SUPPORT TEAM WILL DO OUR BEST TO ACCOMMODATE YOUR REQUESTS.
PLEASE NOTE ANY CHANGE REQUESTS IS NOT GUARANTEED UNTIL ONE OF OUR TEAM MEMBERS HAS CONFIRMED YOUR REQUEST HAS BEEN PROCESSED.
CAN I GET A DIFFERENT SIZE OR COLOR THAN WHAT IS OFFERED THROUGH THE STORE?
NO, ALL THAT IS LISTED ON THE STORE’S WEBSITE IS ALL THAT IS AVAILABLE. IF A SIZE, COLOR, OR OTHER VARIANT DOESN’T APPEAR ONLINE, IT DOES NOT CURRENTLY AVAILABLE.
WHAT HAPPENS IF YOU RUN OUT OF STOCK OF AN ITEM IVE ALREADY ORDERD?
IN THIS RARE INSTANCE WHEN AN ITEM RUNS OUT OF STOCK AFTER YOUR ORDER IS PLACED, WE’LL CONTACT YOU ASAP THROUGH THE EMAIL ABOVE TO EXCHANGE THE AFFECTED ITEMS FOR ANOTHER OF EQUAL VALUE IN STORE CREDIT OR A FULL RETURN. WE ARE MAKING EVERY EFFORT TO ENSURE INVENTORY IS ACCURATE TO AVOID THIS HAPPENING. PLEASE NOTE THAT IF WE DON’T GET A RESPONSE FROM YOU WITHIN 5 BUSINESS DAYS, WE RESERVE THE RIGHT TO REFUND YOUR ORDER IN FULL.
WHAT IS THE SALES TAX ON MY ORDER?
SALES TAX IS APPLIED TO ALL DOMESTIC ORDERS. THE TAX IS CALCULATED BASED ON APPLICABLE SALES TAX AND USE TAX LAWS WITHIN EACH STATE.
PRE-ORDERS
I ORDERED AS ITEM LISTED AS “PRE-ORDER.” WHEN WILL IT ARRIVE?
PRE-ORDERED ITEMS ARE NOT AVAILABLE TO SHIP AT THE TIME OF PURCHASE. SHIPPING TIMELINES ON PRE-ORDERS ARE DETAILED IN THE PRODUCT EMAIL. NOTE THAT UNLESS OTHERWISE NOTED, ANY ODER THAT INCLUDES A PRE-ORDER ITEM WILL NOT SHIP UNTIL ALL ITEMS ARE AVAILABLE.
PLEASE CHECK YOUR CONFIRMATION EMAIL FOR DETAILS ON WHEN PRE-ORDER ITEMS WILL SHIP. SHIPPING AND DELIVERY DATES ON THESE ITEMS ARE NOT GUARANTEED, UNLESS OTHERWISE NOTED.
ANYTHING ELSE I SHOULD KNOW ABOUT PRE-ORDERS?
YES! IF YOU DO PLACE A PRE-ORDER FROM OUR STORE, PLEASE NOTE THE FOLLOWING:
- PAYMENT IS CHARGED IMMEDIATELY AT CHECKOUT.
- IF YOU ARE ORDERING A PRE-ODER ITEM WITH AN IN-STOCK ITEM, UNLESS OTHERWISE NOTED, YOUR ODER WILL SHIP WHEN PRE-ORDER ITEM BECOMES AVAILABLE.
- THE DATE LISTED ON THE PRODUCT PAGE IS AN ESTIMATED BASED ON DETAILS FROM THE MERCHANDISE PROVIDER AND CAN VARY DEPENDING UPON DEMAND.
- DETAILS REGARDING DELAYS ARE COMMUNICATED WHEN INFORMATION IS PROVIDED BY THE VENDOR. IF AN UPDATE HAS NOT BEEN PROVIDED, WE DON’T HAVE THE INFORMATION READILY AVAILABLE YET.
SHIPPING
WHEN WILL MY ODER SHIP?
IN MOST CASES, EXCLUDING PRE-ORDERS, ORDERS SHIO WITHIN 2-3 BUSINESS DAYS. SHIPPING AND DELIVERY DATES AREN’T GUARANTEED UNLESS OTHERWISE NOTED.
WHEN WILL I GET TRACKING INFORMATION?
YOU’LL RECEIVE TRACKING INFO AS SOON AS YOUR PACKAGE SHIPS, VIA THE EMAIL YOU PLACED YOUR ORDER WITH. MAKE SURE TO CHECK ALL INBOXES, INCLUDING YOUR SPAM FOLDER. IF YOU CANT FIND YOUR SHIPPING CONFIRMATION. PLEASE NOTE IT CAN SOMETIMES TAKE UP TO 3 DAYS FOR YOUR TRACKING LINK TO UPDATE.
MY TRACKING SAYS MY ORDER WAS DELIVERED, BUT I HAVEN’T GOTTEN IT YET. WHERE IS IT?
SOME CARRIERS WILL MARK A PACKAGE AS DELIVERED BEFORE THEY ACTUALLY DELIVER IT. PLEASE REACH OUT TO US AT THE EMAIL LISTED ABOVE AND WE’LL DO OUR BEST TO HELP!
MY ORDER IS SHIPPING TO A COUNTRY OUTSIDE OF THE UNITED STATES. WILL I HAVE TO PAY CUSTOMS/IMPORT FEES TO RECEIVE MY ORDER?
DEPENDING ON YOUR COUNTRY, YOU MAY BE CHARGED CUSTOMS/FEES. CUSTOMS CHARGES AND FEES ARE THE SOLE RESPONSIBILITY OF THE PURCHASER; WE ARE NOT RESPONSIBLE FOR ANY ADDITIONAL CUSTOMS CHARGES OR FEES ONCE YOUR PACKAGE HAS LEFT OUR FACILITY.
RETURNS & EXCHANGES
HOW DO I GO ABOUT RETURNING MY ORDER FOR A REFUND OR AN EXCHANGE?
PLEASE CONTACT OUR TEAM BY EMAILING US AT THE EMAIL LISTED ABOVE BEFORE SHIPPING YOUR PACKAGE TO US. IF YOU SHIP AN ITEM TO US FOR A RETURN OR EXCHANGE WITHOUT CONTACTING US FIRST, WE CAN’T GUARANTEE THAT YOUR REQUEST WILL BE PROCESSED.
HOW LONG AFTER MY ORDER CAN I SUBMIT A RETURN OR EXCHANGE REQUEST?
RETURN OR EXCHANGE REQUESTS MUST BE MADE WITHIN 60 DAYS OF THE DATE YOU RECEIVED YOUR ORDER. PLEASE NOTE THAT LIMITED EDITION ITEMS ARE NOT ELIGIBLE FOR EXCHANGES.
WILL YOU ACCEPT RETURNS OF PRODUCT IN ANY CONDITION?
ITEMS MUST BE RETURNED IN THEIR ORIGINAL CONDITION AND PACKAGING, WITH TAGS ATTACHED. RETURNED ITEMS CAANOT BE WASHED, WORN, USED, OR ALTERED IN ANY WAY.
AM I ABLE TO RETURN AN ITEM RECEIVED IN A BUNDLE FOR A REFUND?
NO. IF YOU WISH TO RETURN AN ITEM RECEIVED WITHIN A BUNDLE FOR A REFUND, YOU MUST RETURN THE FULL BUNDLE. PARTIAL REFUNDS WILL NOT BE PROVIDED FOR ITEMS WITHIN A BUNDLE UNLESS THERE IS VERIFIED DAMAGE TO THAT ITEM.
HOW LONG WILL IT TAKE FOR ME TO GET A REFUND ON MY REFUNDED ITEM?
PLEASE ALLOW 3-5 BUSINESS DAYS FOR YOUR ITEM TO BE PROCESSED. REFUNDS TYPICALLY TAKE 2-3 BUSINESS DAYS TO APPEAR IN YOUR ACCOUNT ONCE THEY’VE BEEN PROCESSED, BUT CAN OCCASIONALLY TAKE UP TO 10 BUSINESS DAYS.
DAMAGED, INCORRECT, OR INCOMPLETE ORDERS
WHAT DO I DO IF MY ORDER ARRIVED DAMAGED, INCORRECT, OR INCOMPLETE?
IF YOUR ITEM ARRIVED DAMAGED, OR YOU RECEIVED AN INCORRECT ITEM, WE’LL NEED PHOTOS TO VERIFY THE DAMAGE AND/OR TO CONFIRM WHICH INCORRECT ITEM WAS SHIPPED. THIS HELPS US UNDERSTAND WHAT WENT WRONG, AND HELPS TO MAKE SURE WE PREVENT SIMILAR ISSUES FOR YOU AND OTHER CUSTOMERS IN THE FUTURE.
WE ARE ONLY ABLE TO PROCESS A REFUND OR EXCHANGE FOR DAMAGED AND/OR INCORRECT ITEMS WITHIN 60 DAYS FROM THE DATE YOU RECEIVED THE ORDER
ONCE WE RECEIVE THE PHOTOS, WE’LL ISSUE A RETURN LABEL TO YOU VIA EMAIL. ONCE THE AFFECTED ITEM IS SHIPPED BACK TO OUR WAREHOUSE, WE’LL SHIP YOU A REPLACEMENT. PLEASE REACH OUT TO OUR TEAM RIGHT AWAY BY EMAILING US AT THE EMAIL LISTED ABOVE. WE’LL RESOLVE YOUR ISSUE AS SOON AS POSSIBLE!
WE ARE NOT RESPONSIBLE FOR ANY DAMAGES TO ANY MERCHANDISE ONCE THE ITEM HAS BEEN WORN, USED, OR WASHED.
DIGITAL DOWNLOADS
HOW DO I ACCESS MY DIGITAL ALBUM?
TO ACCESS YOUR FILES ON AN IOS DEVICE, YOU’LL NEED TO FIRST DOWNLOAD TO A DESKTOP COMPUTER AND THEN TRANSFER THE FILES TO YOUR DEVICE. UNFORTUNATELY, IOS DEVICES DON’T ALLOW YOU TO DOWNLOAD MUSIC FILES DIRECTLY TO YOUR PHONE. WE APOLOGIZE FOR THE INCONVENIENCE!
HOW TO ACCEPT YOUR FILES ON YOUR DESKTOP COMPUTER:
- OPEN THE DOWNLOADED FOLDER (IN MOST CASES, THE FOLDER NAME WILL END WITH .ZIP)
- CLICK “EXTRACT ALL”
- ONCE THE ALBUM IS FINISHED DOWNLOADING, A NEW FOLDER WILL POP UP WITH THE FILES IN MP3 FORMAT
- YOU CAN THEN COPY AND PASTE THE ALBUM TO YOUR DESKTOP OR MOBILE DEVICE.
CAN I GET A REFUND ON MY DIGITAL MUSIC PURCHASE?
DIGITAL MUSIC PURCHASES ARE NON-REFUNDABLE. ALL DOWNLOADABLE OR STREAMABLE MUSIC SALES ARE FINAL, COMPLETE, AND NON-REFUNDABLE. UNDER NO CIRCUMSTANCES ARE WE ABLE TO REFUND THE PORTION OF YOUR ORDER THAT CONTAINS DIGITAL MUSIC.
IF YOU HAVE TROUBLE ACCESSING THE MUSIC, PLEASE REACH OUT TO US AT THE EMAIL LISTED ABOVE AND WE’LL MAKE SURE YOU CAN ACCESS YOUR MUSIC ASAP.
LIMITED EDITION ITEMS
CAN I EXCHANGE MY LIMITED EDITION ITEM?
DUE TO THE LIMITED EDITION NATURE OF THESE ITEMS, WE CANNOT ACCEPT EXCHANGES OF LIMITED EDITION ITEM SALES.
MY LIMITED EDITION ORDER SHIPPED, BUT DIDN’T ARRIVE DUE TO A SHIPPING ERROR. HOW CAN I GET MY ITEM?
IF YOUR PACKAGE IS RETURNED TO OUR WAREHOUSE DUE TO A SHIPPING ERROR, WE’LL CONTACT YOU FOR AN UPDATED ADDRESS VIA THE EMAIL PROVIDED WITH YOUR SHIPPING INFORMATION. IF WE DON’T GET A RESPONSE WITHIN 5 BUSINESS DAYS, WE RESERVE THE RIGHT TO REFUND YOUR ORDER