FAQs & Shipping

“If none of your questions were answered in our FAQs, then please fill out the contact form below and we'll get back to you as soon as possible!”

Q: How do I request for exchange/refund?
A:  If you decide within 50 days that KneeClouds hasn’t reached your expectations, just email us via hey@kneeclouds.com and we’ll give you a complete refund.

Q: I mistyped my shipping address. Now what?
A: If you entered the wrong information for your order, please contact us as soon as possible. We'll do our best to change it for you, but we can't guarantee anything in this case, as our orders are processed and shipped very quickly after purchase.

Q: How long will it take for my order to arrive?
A: We ship international orders primarily via PostNL. Average delivery time is 6-9 business days, but could take longer depending on your country's customs process. This is outside of the control of KneeClouds and the shipping carrier. Once your order arrives in your country, it is transferred to your local postal carrier for final delivery, and PostNL tracking may stop updating. If it's been more than 5 weeks, contact us and we will help track down your order. Please note that certain countries may apply tariffs after the package is accepted. We recommend checking with your local post office to find out if that applies to you as KneeClouds does not cover customs fees, import duties, taxes or other charges.

Q: Which days do you ship?
A: We ship orders placed before 3:30PM PST / 6:30PM EST the same day Monday–Friday excluding holidays.

Q: Can I ship to a PO Box or APO/FPO address?
A: Yes. Typically, customers put APO in the City field and AE or AP in the State field. You may also ship to a PO Box.

Q: How do I check the status of my order?
A: Upon order completion, you will receive an email confirming your order. You will also receive a shipment confirmation and tracking number via email once your package has been prepared for shipment. If you have questions about your order status or did not receive the email, please contact us here.

Q: Where are you based? Where do you ship from?
A: We're based in Amsterdam (The Netherlands). All KneeClouds orders ship directly from our distribution and manufacturing partners in Amadora (Portugal), Riga (Latvia), Shenzhen (China) and (Tijuana) Mexico. This process allows us to save our customers from unnecessary costs, while it also reduces our carbon footprint since it doesn’t make sense to ship our products from our manufacturers via Amsterdam to the rest of the world.

Q: What about the quality of your products?
A: You can take comfort in knowing that our team here works really hard so that we can truly ensure the quality and durability of our products. We do test, inspect, review and perfect our prototypes before we start production of our products on a larger scale, and ultimately ship out anywhere in the world!

Q: Where can I find my order confirmation?
A: When you place an order at KneeClouds, an order confirmation email will be sent to the email address you’ve filled in at the checkout. If you haven’t received an order confirmation from us after 1 hour of placing your order, please contact us.

Q: How do I cancel my order?
A: You may cancel an order by sending us an email at hey@kneeclouds.com or by using the contact form down below.