Last updated: June 21, 2026
This Shipping Policy explains how orders placed on thesandcloud.com are processed, shipped, and delivered.
This website is owned and operated by NUMA LABS LLC.
1. Company Information
Company Name: NUMA LABS LLC
Website: thesandcloud.com
Contact Email: support@thesandcloud.com
2. Order Processing Time
Orders are typically processed and shipped within 24 to 72 hours after the order is placed.
Processing time refers to the time required to prepare, pack, and hand your order over to the shipping carrier or fulfillment partner.
Please note that processing times may be longer during peak periods, holidays, promotional events, high order volume, or due to circumstances outside our control.
Orders are generally processed on business days, excluding weekends and public holidays.
3. Estimated Delivery Time
After your order has been shipped, estimated delivery time is usually:
7 to 14 business days
Delivery times may vary depending on your country, region, shipping carrier, customs processing, local postal services, and other factors outside our control.
Please note that delivery times are estimates only and are not guaranteed unless explicitly stated at checkout.
4. Total Estimated Delivery Time
The total estimated delivery timeframe includes both processing time and shipping time.
Typical total delivery estimate:
Processing time: 24 to 72 hours
Shipping time: 7 to 14 business days
Total estimated delivery time: approximately 8 to 17 business days
In some cases, delivery may take longer due to customs, carrier delays, incorrect addresses, weather conditions, holidays, or other unexpected disruptions.
5. Shipping Destinations
We ship to English-speaking and international markets, including but not limited to:
- United States
- United Kingdom
- Canada
- Australia
- Other available international destinations
Shipping availability may vary depending on the customer’s location, product availability, and carrier service coverage.
6. Shipping Confirmation and Tracking
Once your order has been shipped, you may receive a shipping confirmation email with tracking information, when available.
Please allow some time for tracking information to update after your order has been handed over to the carrier.
Tracking updates may be delayed depending on the carrier, destination country, customs processing, or local delivery service.
7. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please make sure your shipping address includes all necessary information, such as:
- Full name
- Street address
- Apartment, unit, building, or suite number
- City
- State, province, or region
- Postal or ZIP code
- Country
- Phone number, where required
NUMA LABS LLC is not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to an incorrect or incomplete shipping address provided by the customer.
If you notice an error in your shipping address, please contact us as soon as possible at:
support@thesandcloud.com
We process orders quickly and cannot guarantee that address changes can be made after an order has been placed.
8. Customs, Duties, and Taxes
For international orders, customs duties, import taxes, VAT, brokerage fees, or other charges may apply depending on your country’s regulations.
These charges are the responsibility of the customer unless clearly stated otherwise at checkout.
NUMA LABS LLC does not control customs fees, import duties, taxes, or customs delays.
If a package is delayed by customs, refused by the customer, returned due to unpaid customs fees, or not collected from customs or the carrier, we may be unable to refund shipping fees or related costs.
9. Delivery Delays
While we do our best to ensure orders are delivered within the estimated timeframe, delays may occur.
Possible causes of delay include:
- Customs processing
- High carrier volume
- Public holidays
- Weather conditions
- Incorrect or incomplete shipping information
- Local postal delays
- International transit delays
- Security checks
- Events outside our control
If your order is significantly delayed, please contact us at:
support@thesandcloud.com
We will do our best to assist you and review the situation with the available tracking information.
10. Lost Packages
If your tracking information has not updated for an unusual amount of time, or if you believe your package may be lost, please contact us at:
support@thesandcloud.com
Please include your order number and the email address used to place the order.
We may need to wait for the carrier to complete an investigation before offering a solution.
Depending on the situation, we may offer a replacement, store credit, refund, or another appropriate resolution.
11. Packages Marked as Delivered
If your tracking information shows that your package was delivered but you did not receive it, please first check:
- Your mailbox
- Front door
- Porch or building entrance
- Reception desk
- Parcel locker
- Safe place
- Neighbors or household members
- Local post office or delivery carrier
Once a package is marked as delivered by the carrier, NUMA LABS LLC is not responsible for lost or stolen packages.
However, you may contact us at:
support@thesandcloud.com
and we will do our best to help you review the situation.
12. Refused Deliveries and Failed Delivery Attempts
If a package is refused, not collected, or returned due to failed delivery attempts, incorrect address, unpaid customs fees, or customer refusal, additional shipping fees may apply.
If the package is returned to sender and received by our fulfillment partner, we may offer to reship the order or issue a refund, depending on the situation.
Original shipping fees, return shipping fees, customs charges, and other related costs may be deducted from any refund, where permitted by law.
13. Order Changes and Cancellations
If you need to change or cancel your order, please contact us immediately at:
support@thesandcloud.com
We process orders quickly and cannot guarantee that changes or cancellations can be made once an order has been placed.
If your order has already been processed, packed, shipped, or handed over to the carrier, we may no longer be able to cancel or modify it.
14. Multiple Shipments
In some cases, items from the same order may be shipped separately.
This may happen due to product availability, warehouse location, fulfillment processing, or carrier restrictions.
If your order is shipped in multiple packages, you may receive separate tracking numbers.
15. Contact Us
For any questions about shipping, tracking, delivery, or your order status, please contact us at:
NUMA LABS LLC
8206 Louisiana Blvd NE, Ste A #9399
Albuquerque, New Mexico 87113
United States
Email: support@thesandcloud.com