CUSTOMER SERVICE EMAIL: 

support@cloakbrand.com

When emailing please provide:

  • Name and email address used when placing order
  • Order Number
  • Contact phone number

EXCHANGES

 

We are unfortunately not able to process exchange requests. Please make sure you order the right size and items.

REPLACE ITEM(S) RECEIVED DAMAGED

We will exchange and replace your damaged item. A refund will be issued only in the event that we do not have the same item in stock.

If a product is delivered damaged please do the following:

  1. Email with the subject title of the email stating “ITEM(S) RECEIVED DAMAGED”
  2. You must provide
    1. Name and email address used when placing order
    2. Order Number
    3. Contact phone number
    4. State where the product is damaged
    5. Include a photo of the damaged item(s)
    6. The item that you want in its place.

SHIPPING

Shipping prices are determined straight from the carriers. The cost of the shipping depends on the weight of your entire order and its destination from our warehouse.

All delivery time frames are estimates only. There are no guaranteed delivery dates however, if your order does not arrive after 30 days, please let us know.

Keep in mind that weather, package volume, and customs overseas can still delay packages unexpectedly and delivery dates are estimated on when most packages arrive.

Warehouse Location:

2825 Santa Fe Avenue
Vernon, CA 90058
UNITED STATES

DOMESTIC (within the US) orders usually take 3-5 business days to process, pick, pack and ship upon order. There are additional transit days for the courier to deliver your order from shipment date. Once an item is shipped, you will receive a shipping confirmation that includes a tracking number.

Just because you receive an email saying your item was shipped does not necessarily mean it will be shipped that day; it just means the order was processed for shipment. Your order will be processed and sent to our fulfillment area to be fulfilled as fast as possible. We currently offer USPS as a shipping provider.

USPS:

Usually arrives within 7 -10 business days (upon placing order).

 

INTERNATIONAL (Outside the U.S.):

Usually arrives within 2 to 3 weeks (upon placing order). This method does not include full tracking and may incur additional fees charged by your country for imports.

Orders shipping to destinations outside the United States may incur import fees and duties & taxes that are not reflected in our prices.

It is the customer’s responsibility to pay for any additional customs fee's charged by your country. If you refuse to pay the fees and the products are not returned, we will not issue a refund. If the products are returned, we will issue a refund for the products only. Shipping is non-refundable.

Claims for lost packages must be brought to our attention within 90 days. 

We are unable to ship to P.O. Boxes. Please enter a physical address for shipping.

 

Declined Orders: FAQ

Q: Why is my order being declined?

A: Credit card charge attempts are normally declined due to a mismatch of billing information. If the billing information you entered does not match up exactly with the information on file with your card issuing bank, the transaction may be declined. Please double check the full name and full address on file with your card issuer, and make sure the same correct information is entered into the billing fields when placing an order.

If the billing information is correct, then please double check that the card number, expiration date and security code are all being entered correctly as well. 

Q: My order attempt was declined, but why do I see multiple charges on my online statement?

A: When order attempts are made and then declined, this means no transactions were processed for the credit card, and no funds were processed for these transactions.

Certain banks and credit card companies place holds on user’s cards for order attempts, even if no actual transaction takes place.

Transaction holds on credit cards usually pass within 24 – 48 hours and this process is entirely out of our hands and is solely at the discretion of the issuing banks.

Any further questions regarding the hold process should be directed to your issuing bank.

 

Washing/Drying Instructions: FAQ

 

Instructions can be found on the tag/printed on inside of each product. If unable to locate, please refer to the steps below:

For best results:

Machine Wash Cold. Tumble Dry Gentle. Low Heat. Do not bleach. Do not iron. Do not dry clean.