Frequently Asked Questions (FAQ)

1. What is your return policy?

At Cloud 9, we want you to be completely satisfied with your purchase. Our return policy is as follows:

• Unopened, unused products can be returned within 30 days for a full refund.
• Used products returned within 30 days will be issued store credit for the full amount.

2. What are your business hours?

Cloud 9 operates on an appointment-only basis, and our hours may vary. To ensure we can accommodate your needs, please schedule an appointment in advance. If you have any questions about available times, feel free to contact us by call or text at 778-670-0811 or email us at info@cloud9beautylounge.com.

3. Why do we ask about gel polish removals?

We prioritize the health of your nails by hand-filing gel polish off rather than using a drill, which requires more time. If you need gel polish removed, please let us know ahead of time if you haven’t already. Gel polish removal is always complimentary if the gel polish was applied at Cloud 9 or if you are receiving a nail service with us!

4. What is your cancellation policy?

If you need to cancel an appointment, please notify us at least 24 hours in advance. We understand emergencies can arise, so if something urgent comes up, please inform us as soon as possible. Please note, if you have 2 or more no-shows on file, future appointments will require a 50% deposit.

5. Should I inform you about any allergies, pregnancy, or illnesses?

Yes, please inform our staff about any allergies, pregnancy, or health conditions prior to your appointment. This information helps us provide the safest and most comfortable experience for you! :)