Shipping Policy

At Cloudix Knee Brace, we are committed to delivering your joint-relief gear safely and promptly. Review our shipping procedures, delivery timeframes, tracking guidelines, and transit policies below.

Free Standard Shipping on Every Order

We believe effective joint care should be accessible and straightforward. We proudly provide Free Standard Worldwide Shipping on all orders placed through our official online store, with no minimum cart value or hidden handling fees.

Order Processing & Dispatch Timelines

  • Warehouse Handling: All orders undergo quality verification, packing, and dispatch within 24 to 48 business hours (Monday through Friday, excluding public holidays).
  • Order Cut-Off Time: Orders placed on weekends or major national holidays enter fulfillment processing on the following business day.
  • Estimated Delivery Times:

    • Standard Domestic Delivery (US & Tier-1 Regions): Typically arrives within 7 to 14 business days once dispatched.
    • International Delivery: Typically arrives within 10 to 20 business days, depending on local customs clearance speeds and national postal networks.

Order Tracking & Status Updates

Every Cloudix™ shipment is fully traceable from our distribution facility to your doorstep:

  1. Automated Tracking Link: The moment your package leaves our fulfillment center, you will receive a dispatch confirmation email containing your direct tracking number.
  2. Carrier Synchronization Delay: Please allow 24 to 48 hours after receiving your dispatch email for regional postal networks and scanning hubs to log initial scan data.
  3. Tracking Portals: You can track your shipment anytime via global carriers such as 17Track or Cainiao using your tracking number.

Customs, Import Duties & Local Taxes

  • Orders are shipped on a DDU (Delivered Duty Unpaid) basis.
  • Depending on your delivery country’s customs regulations, international shipments may occasionally incur local VAT, customs assessments, or import tariffs upon arrival.
  • Any applicable import fees or customs clearance charges are established by local authorities and remain the responsibility of the recipient.

Shipping Address Accuracy & Modifications

  • Address Verification: Please verify your shipping address, apartment/suite number, and zip code during checkout.
  • Correction Window: Address changes can only be accommodated within 60 minutes of order placement by contacting [email protected] with the subject line “URGENT: Address Update – [Order Number]”.
  • Cloudix™ is not responsible for failed deliveries, returned parcels, or shipments redirected to incorrect destinations due to customer input errors. Re-shipping fees for returned orders with invalid addresses are the responsibility of the purchaser.

Damaged Shipments, Lost Parcels & Delivery Issues

We maintain strict quality control standards, ensuring every brace is inspected and securely packaged prior to dispatch. Once a parcel is transferred to the logistics carrier:

  • Items Damaged in Transit: If your package arrives with visible physical damage to the box or product, document the packaging immediately. Contact our support desk at [email protected] within 7 business days with clear photos of the damaged packaging and the product. We will work with the carrier to initiate an investigation and coordinate an appropriate replacement.
  • Lost or Delayed in Transit: If your tracking status stops updating for more than 10 consecutive business days while in transit, contact us so our logistics specialists can open a formal trace with the transit provider.
  • Delivered but Not Received (Porch Theft): If the tracking system marks your order as “Delivered” but you cannot locate it, check with household members, building receptionists, and adjacent neighbors first. Cloudix™ is not liable for packages stolen after verified delivery by the postal carrier, but our support team will provide all required transit manifests to help you submit a mail theft claim with your local carrier.

Contact Customer Support

Have a question regarding your parcel’s current transit status or delivery instructions? Our support team is ready to assist: