Shipping & Returns

What is your return policy?

The returned item must be 100% complete, in original and resalable condition, with all packaging and accessories.

How can I return an item purchased at a retailer or received as a gift?

Please return all product purchased from retailers to the retail location where it was purchased. Cloud b warrantees plush products for 30 day after purchase, electronic products for 90 days after purchase. You must provide a copy of your original receipt or gift receipt to the retailer to confirm purchase date, and they perform the return or exchange.

What is your warranty policy?

a.) Plush (seam breaks, holes, etc): 90 days warranty - can extend to 6 months maximum from date of purchase when proven by copy of a receipt, or 1 year from date of manufacturing.
b) Electronics: warranty extends to 24 months from date of manufacturing or store receipt.
***Where the two cannot be separated, the type of fault decides which rule applies***

Who is responsible for shipping charges?

If you purchased your product directly from Cloudb.com and you are returning an item that is defective or that was shipped incorrectly by Cloud b, we will pay for all shipping costs. If the return or exchange is not the result of an error by Cloud b, you will be responsible for shipping the returned item to our warehouse. 

If you are returning a product for a refund, the cost of original shipping is not refundable.

Are there any restocking fees?

There is a 15% restocking fee on refunds for items purchased directly from Cloudb.com that are not defective. There are no restocking fees for exchanges. 

How can I request a Return Authorization number?


To request a Return Authorization number, please have the following information at hand so we can expedite the process and ensure excellent customer service:

  • A brief description of the problem or reason for the return
  • Your full contact information:
    • Name
    • Address
    • Phone number
    • E-mail
  • Purchase information
    • Receipt or invoice number
    • Retailer
    • Date of purchase
  • Manufacture information
    • Soothing Sound, Touch and Aroma Items: Sleep Sheep, Sleep Sheep on the Go, Gentle Giraffe, Gentle Giraffe on the Go, Dozy Dolphin on the Go, Mimicking Monkey, Polar Cuddle Cub, Poufs, Pillows, Puppets
    • Please provide the manufacture information from the small white tag located next to the care label:
      • Date of Production
      • P.O. Number
    • Twilight Series Items: Twilight Turtles, Twilight Ladybugs, Twilight Sea Turtle
    • Please provide the manufacture information from the battery door. That information can be found directly on the outside of the battery door or on the small white sticker on the underside of the battery door:
      • Date of Production
      • P.O. Number
    • Lullawraps Lullabags and Blankets
    • Please provide the following manufacture information from the small white tag located next to the care label:
      • Date of Production
      • P.O. Number

You may submit your request to: Customer Care
For general questions about the products: product-info@cloudb.com