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FAQ
Have burning questions? Find burning answers to help you stay elevated.
Orders
What is the status of my order?
You can view the status of your order at any time via the Account page of our website.
You will also receive updates via email as your order is packed and handed off to be shipped.
Here are some common order status and what they mean:
- Processing: Your order has been accepted, but not yet confirmed by our team.
- Completed: Your order is ready to be handed off to a shipping provider. You will receive a tracking number via email when this occurs.
- Failed: Your order attempt was not successful. This could be due to a payment issue, invalid contact information, or security concern. Please correct the issue at hand and try again, or contact us for guidance.
How do I cancel or change my order?
Order changes and cancellations are handled on a case by case basis. We will do our best to accommodate requests received in a timely manner, and provide alternative solutions when we cannot complete a request.
Typically, orders can be cancelled before they reach Completed status. Once an order is in transit, we are unable to make any changes.
Please reach out to us at contact@indacloud.co or start a live chat for assistance. We strive to respond to all customer inquiries within 24 hours of receiving.
Please see the Subscriptions section for information regarding subscription changes.
My order failed - what do I do?
From your Account page of our website, you can view your failed orders to resolve any outstanding issues. You will also receive an email if your order could not be completed as entered.
These are some common reasons an order would fail:
- Declined payment: ensure your payment info is accurate, and matches what the bank has on file.
- Security concerns: please provide accurate customer information, disable any VPN usage, and cease any activity that violates our Terms of Service.
Please note that once an order is in Cancelled status, it is no longer editable; you will need to place a new order.
When will my order ship?
Orders are fulfilled within standard business hours Monday thru Friday at our warehouse facility in Madison, WI. Most orders ship same-day, but orders placed after 3pm EST, on holidays, or over the weekend may take up to 48 hours to fulfill. You will receive a tracking number via email when your package is prepared for transit.
Please note we are unable to support overnight shipments at this time. Our expedited shipping options will reduce the total transit time, but our team still needs time to prepare and pack your order.
Shipping
How do I track my package?
You can view the status of all your orders and subscriptions via the Account page of our website.
When your order is ready for transit, you will receive a shipping confirmation with your tracking number via email as well.
Please ensure you provide accurate contact information at time of order, so you receive these notifications.
What shipping options do you offer?
Great question! We currently offer shipping options via USPS and UPS.
- USPS Ground Advantage: Our default shipping option! Arrives in 2-10 business days.
- USPS Priority Mail: Expedited service, arrives in 2-5 business days.
- UPS Ground: Arrives in 1-5 business days. 90% of packages are delivered in 3 days or less.
- UPS 3 Day Air: Expedited service, arrives in 3 business days or less.
Limitations apply. We are unable to ship UPS to PO Boxes.
Please note we are unable to support overnight shipments at this time. Our expedited shipping options will reduce the total transit time, but our team still needs time to prepare and pack your order.
Where can you ship to?
Our products are currently available across the continental United States – we are unable to ship internationally, or to military bases.
Due to recent regulatory changes, we are also unable to ship to Hawaii at this time.
We do not support freight forwarding or attempting to take our products out of the country.
How does free shipping work?
Currently, standard orders over $69 post-discount and all subscriptions qualify for free standard ground USPS shipping within the continental US. This applies to qualifying carts automatically.
Additionally, standard orders that hit the free shipping threshold are eligible for a reduced-cost upgrade to UPS or expedited shipping options – just select your desired option at checkout!
Are packages shipped discreetly?
Yes! Depending on order size, your order will ship in a sealed bubble mailer, or cardboard box. Our shipping labels say “Shipping Department” and the warehouse address, but no other identifying information will be listed on the package.
My package is delayed - why?
There are several reasons why a package could be delayed.
- At our warehouse, your order may be placed on hold if there is an issue with your shipping address, or there is an out of stock item impacting the order. You will be contacted via email within 48 hours in these cases.
- If your order is in transit, and your tracking number stops providing updates, there may be an issue with the shipping provider such as a missed scan, weather delay, overwhelmed sorting center, or logistics error. We recommend contacting the shipping provider first if you suspect there’s an issue in transit.
If your order does not provide an update for more than 72 hours, please contact us for assistance.
What if something goes wrong?
We get it, ship happens. Rest assured – we offer several layers of protection for your package.
- First, be sure to opt in to package protection at checkout – for a nominal fee, this greatly reduces the time and effort it takes to resolve a lost, stolen or damaged package. 100% of the fee goes directly to the insurer.
- We have business partnerships with every shipping provider we offer – they know who we are, and what we sell. Please be sure to report any transit issues to them for investigation and resolution.
- Our customer service team is here to help! If you have questions or concerns, please contact us for assistance.
Payments and Refunds
What payment methods do you accept?
We accept all major credit cards. We also offer Buy Now, Pay Later options through Sezzle.
For security reasons, we do not offer gift cards or transferrable store credit at this time.
We do not currently accept any form of digital currency.
Why did my payment fail?
There are several reasons why a payment could fail, including insufficient funds, billing information discrepancies, or security concerns.
You will be contacted via email if your payment fails at time of order; you can retry using the instructions provided in the email, or via the Account page of our site.
What is your return policy?
At Indacloud, we strive to provide our customers with high-quality products and exceptional service; that said, we understand that there may be instances where you need to return product(s). Our legendary customer service team is here to help! Customers may request a refund within 7 days from the date of receipt for opened products and 30 days for any unopened products.
To initiate a return, please contact us and include your order number, product(s) you’re returning, and the reason for the return.
You may be asked to send back the product using a complimentary return label to receive your refund.
When will I receive my refund?
If your refund request is approved, you will receive an email confirmation when the refund is processed. Please note most banks take 1-14 business days to process a refund request for it to appear on your account.
Subscriptions
How do I create a subscription?
When adding an eligible item to your cart, select the Subscribe and Save option! You’ll then be prompted to select a duration at checkout.
How do I modify or cancel a subscription?
You can modify or cancel a subscription at any time via the Account page of our site.
Please note cancelling a subscription will not automatically cancel a renewal order if the renewal is already in process; it just stops future renewals. Please contact us if you need to cancel a renewal in process.
Please note we can only accept some subscription modifications; if you would like different products each month, we recommend sticking with standard orders for ease of use.
What are the benefits of subscriptions?
I’d list them all here, but I’d run out of room! Here are the main points:
- Subscribe and Save discount, which increases from 20% to 30% the longer you stay
- Free gift on your 1st, 3rd, and 5th renewals
- Free USPS standard shipping
- One less things on your to-do list; your stash reups itself!
Can I stack promos with my subscription?
I’d love to say “yes absolutely!” but with as steep a discount as our Subscribe and Save offer is, most promos and other offers are non-stackable. Save your promo codes for standard orders!
Rewards
How do I access my rewards account?
When visiting our site, you’ll see a gold cloud icon in the bottom right corner; click it and follow the prompts to log in or sign up.
If you already have a user account on our site, you can use those same credentials to access rewards.
How do I use Cloud Coins?
When viewing your rewards, you’ll see a wallet icon next to the home icon in the navigation bar.
From there, you’ll type in the desired amount of coins to use, and click Create Coupon. This generates a promo code you will copy/paste and enter at checkout to use your credit.
Scrolling down on this page will show you any unused rewards codes saved to your account.
Please note it may take up to 72 hours for coins to appear after a purchase.
Do rewards expire?
Cloud Coins expire if they are not used within 90 days of receiving. As fun as it is to hoard coins like a dragon, it’s inefficient in this scenario.
Products
Are Indacloud products lab tested?
Yes! All of our products are rigorously lab tested by a certified 3rd party lab that confirms our products are the right potency and free of harmful contaminants. These lab tests are referred to as Certificates of Analysis, or COAs.
You can find our COAs publicly posted here.
Where does Indacloud source hemp?
Indacloud is proud to support local American farmers. We only work with the best of the best because we know you won’t settle for less. All of our hemp is grown with organic growing practices and tested for strength and purity.
Is this "fake weed"?
Nope! Our products do not contain synthetic cannabinoids or vape additives; only the best hemp cannabinoids you can legally get on the Internet!
Do you offer bulk / wholesale?
We currently offer wholesale to qualified retailers through Servd Distribution – you can sign up here.
You must have a retail storefront and/or EIN to qualify.
Is there anything else I should know to use these products?
Do not use hemp products while pregnant or breastfeeding. Keep out of reach of children and pets. Must be 21 years or older to purchase or use. Use responsibly. Do not drive or operate machinery while using this product. Do not take more than the amount recommended by your healthcare provider. Hemp products may affect some people’s blood pressure, heart rate, and/or intraocular pressure. If you have any known or unknown heart, blood pressure, eye pressure, or similar issues, do not use this product unless approved by a doctor.
These products have not been evaluated by the FDA and are not intended to diagnose, treat, cure or prevent any disease.
Edibles
How long do Indacloud edibles take to kick in?
Edibles onset will be different for everyone; factors like metabolism, stomach contents, and other medications all impact absorption. Generally, you should feel the effects within 90 minutes of consumption, keeping in mind the effects will last longer than other forms of cannabis-infused products.
On the other hand, edibles labeled “fast acting” are usually absorbed sublingually, making them faster onset and ideal for folks with high tolerance to traditional edibles processed by the liver.
Either way, if you’re new to edibles, we highly recommend starting small – the most common rookie mistake is eating too much because it just tastes so good!
Are Indacloud edibles vegan?
Indacloud gummies, including our Soda Shop, Delta 8, and Sleep Bliss series are all vegan. We use fruit pectin instead of traditional gelatin to form our gummies, giving them an amazing texture and making them free of any animal products.
Please reference the product pages of our other edibles to confirm they will meet your dietary needs before purchasing.
Are Indacloud edibles free from common allergens?
Indacloud makes a variety of edibles to meet a variety of dietary needs; many of our products are free from common allergens such as peanuts, aspartame, and gluten.
Our gummies, for example, carry a warning that they contain soy, but that is their only noted allergen.
Please review product ingredients on our product pages to ensure they will meet your needs, or contact us for assistance to confirm specific allergen details.
What if I need sugar free options?
We’ve got you! Some of our newest best-sellers, such as our Chronic Crystals Popping Candy and Sleep Bliss Gummies are sugar-free by default.
Why don't edibles work for me?
That’s a complicated and scientific question! Most edibles travel through your digestive tract until eventually, the liver absorbs all those tasty cannabinoids and makes you feel elevated! Factors like metabolism, genetics, stomach contents, tolerance to cannabis, etc will all impact your experience.
Some people are also seemingly immune to edibles – like our customer service supervisor. He once ate an entire Beast Mode gummy and went about his day as usual. Can you imagine?
If you’re striking out with traditional edibles, you should try “fast-acting” edibles and see if they work better for you – since they’re absorbed sublingually, you may have a better experience. Good luck!
Vapes
What battery should I use with Indacloud vape cartridges?
All of our cartridges use standard 510 threading; nearly any 510-threaded vape battery will work! This is the most common battery type.
Batteries are not included with our vape cartridges and must be purchased separately.
We offer a standard vape battery for sale with our cartridges here.
How do I prevent my vape from clogging?
If you ask anyone who vapes, they’ve almost certainly encountered a clogged vape before. You pull and pull, but it’s like sucking a golf ball through a straw!
Clogs can happen for many reasons, including temperature fluctuations, pulling too hard, flooding the coil, improper storage, damage, etc. The solution will vary depending on the issue at hand.
Here are a few things to try before calling your vape a dud:
- If your device has a button, two clicks of the button will activate a preheat mode which will warm the device internally! Try this before the next steps if possible.
- Manually dislodge a clog by blowing into the air intake of the vape, and then inhaling through the mouthpiece. Repeat 2-3 times or until the clog clears.
- If the issue is temperature-related, you can gently warm the vape by cupping it in your hands or setting it in a sunny window for a few minutes. This should help soften the distillate causing the clog, making it easier to clear.
Important: Do not apply high heat to the device, attempt to insert any object into the device, or rapidly repeat use of the preheat function. These all risk damaging the device.
Can I recharge or refill a disposable vape?
Unlike other disposable vapes, all of our vape devices are rechargeable via USB C – the most common cable type for modern cell phones and other household technology. That way, you can use them until they’re truly empty!
Unfortunately, disposable vapes by definition are not refillable. The closest we can get is cartridges with a reusable battery.
Please follow local electronic waste guildlines for disposal.
Instructions for 1g disposable vapes
Our 1g vapes are auto-draw – the coil will heat up automatically when it senses airflow. Just put your mouth on the mouthpiece and inhale! You’ll see a white indicator light appear if it’s working.
If you notice the indicator light blinks when you attempt to use the device, please charge the device and try again.
Instructions for 3g disposable vapes
Our 3g vapes are auto-draw, just like our 1g vapes – the coil will heat up automatically when it senses airflow. Just put your mouth on the mouthpiece and inhale! You should see the tank glow blue if you’re doing it right.
If you notice the blue light blinks when you attempt to use the device, please charge the device and try again.
Instructions for Beast Mode vapes
Our 6g Beast Mode vapes come equipped with an LCD screen that displays the fill and battery levels, and a button for easy control of power and preheat functions.
To use your Beast Mode vape, first power it on with five quick clicks of the button – you should see the screen activate and flash a few times as it powers on. Then, press and hold the button while inhaling to take a drag!
Once powered on, you can also use 2 quick clicks to activate preheat mode – great for warming the device up for optimal use at startup!
To power off, use the same 5 quick clicks – you’ll see the screen flash similar to startup.
The screen will flash a 1 and battery icon when the device is low battery and needs to be charged.
If you’re used to our smaller vapes, be warned – our Beast Modes don’t mess around! Expect denser clouds and higher temps to help you unleash the Beast.
Cannabinoids
What's the difference between hemp and marijuana?
Both hemp and marijuana are part of the same plant species commonly referred to as Cannabis. They are similar, but have naturally higher concentrations of different compounds known as cannabinoids. Some of these cannabinoids are THC, CBD, and hundreds more with varying effects and amounts within the natural plant.
We sell hemp cannabis products compliant with the federal 2018 Farm Bill.
Marijuana is a Schedule 1 regulated substance available in some states, unable to be sold online or shipped across state lines.
Do these products get you high?
Absolutely, our products are very effective. Please use caution, as everyone has a different tolerance to THC. We highly recommend beginners start with a lower dose to see how it affects you.
Will these products fail a drug test?
Easy answer is yes! If you are concerned about passing a drug test that detects THC, you should not consume any cannabis products containing THC, including Delta-8 and THCA. Tests will not typically differentiate between these cannabinoids.
What is the difference between THC, Delta-8 THC, and THCA?
Great question! When most people say THC, they are referring to Delta-9 THC specifically – stoners’ favorite cannabinoid for unlocking creativity, giggles, and great snacks! Known for feelings of euphoria, relaxation, and altered senses, THC provides the “high” and majority of therapeutic benefits we expect from weed.
THCA, or tetrahydrocannabinolic acid, is the precursor to Delta-9 THC, commonly found in raw cannabis plant matter. When THCA is heated or dried, a process called decarboxylation, the -A falls off and the THCA is converted to THC.
Delta-8 THC is a minor cannabinoid that also occurs naturally in cannabis plants. It is chemically similar to Delta-9 THC, with a slight difference in the location of a double bond on the molecule. Delta-8 THC is reported to have milder psychoactive effects than Delta-9 THC, making it great for beginners and folks seeking the therapeutic benefits of cannabis without as intense of a “high.”
What is CBD?
Cannabidiol, commonly referred to as CBD, is a non-psychoactive cannabinoid found in cannabis plants. It is currently gaining meteoric popularity as there are an increasing number of peer-reviewed and government backed studies demonstrating its multitude of benefits.
CBD is most effective when mixed with other cannabinoids and terpenes; many of our products contain CBD alongside other cannabinoids for max effectiveness!
What are terpenes?
In short, they’re the compounds that give every plant on Earth its own unique smell!
Terpenes are widely discussed in conversations regarding cannabis because they define the smell and taste of different strains. They are also known to have mental and physical effects, especially when combined with cannabinoids such as THC or CBD, known as the entourage effect. We specially select all of our natural terpenes to enhance your high and provide delicious flavors.
Laws and Regulations
How is any of this legal?
The 2018 Farm Bill, officially named the Agriculture Improvement Act of 2018, legalized the production, sale, and manufacturing of hemp derived products at the federal level, including all of the cannabinoids within. This bill redefines “hemp” as cannabis with a low THC content and removes it from the Controlled Substances Act. This includes everything derived from hemp such as CBD and THC, so long as the finished product has less than 0.3% Delta-9 THC on a dry weight basis.
This means that all of our products are federally legal to own, ship and consume. No medical card required!
What if my state has specific regulations that impact these products?
We strive to stay informed of any regulatory changes impacting our ability to sell in certain states and localities. We will provide updates via our marketing channels of any changes to our product availability.
All in all though, we are unable to give legal advice and recommend you stay informed of your local laws and regulations to make informed decisions. And if you don’t like them, remember to vote!
How old do I have to be to purchase hemp products?
The easy answer is 21+. The complicated answer is that this varies state-by-state and can be 18 or 21 depending on your location.
Ultimately, we’d rather be safe than sorry, and require you are over the age of 21 to purchase from our site.
Since our products are meant for adult use only, please be prepared to show valid ID at time of delivery.
We have a right to cancel your order, block site access, and contact local authorities if we believe you have falsified information to purchase from our site. This violates our Terms of Service, and we have zero tolerance for this behavior.
Still left in a haze?
Our legendary Customer Service team Is here to help!
If you ever have questions about your Indacloud products, please reach out and we’ll get back to you as soon as we can.
