Frequently Asked Questions

🍁 About Cloud Nine Pajamas

Is Cloud Nine Pajamas a Canadian company?

Yes! Cloud Nine Pajamas is a family-owned and operated Canadian boutique. We have physical storefronts in Edmonton and St. Albert, Alberta, and we have been proudly serving our community since 2005. When you call or email us, you're speaking directly to our local team right here in Canada.

Where do my pajamas ship from?

Every single order is hand-picked and shipped directly from our boutiques in Alberta. We are not a dropshipper. We own 100% of our inventory, which means we personally inspect every pair of pajamas for quality before they reach your door.

Are your pajama fabrics safe and certified?

Absolutely. We prioritize high-quality, sustainable materials. Our signature custom-designed bamboo collections (like Georgia Rylan and Bob's Sleepwear Co.) are OEKO-TEX® Standard 100 certified, meaning they are rigorously tested and guaranteed to be entirely free from harmful chemicals and toxins.

Is this the same "Cloud Nine" brand seen in third-party online ads?

No. We are Cloud Nine Pajamas, specializing exclusively in high-quality sleepwear and loungewear. We are not affiliated with any online companies selling "weighted hoodies," "anxiety products," or electronics.

🛍️ Shipping & Delivery

What are the shipping rates for Cloud Nine Pajamas?

We do not offer free shipping. Instead, we keep things simple and predictable with a standard $10 flat rate for all of our Canadian customers.

Do you ship internationally?

Yes! We offer highly competitive shipping rates with multiple reliable couriers across Canada and worldwide. For international orders, customs clearance is completely seamless because duties and taxes are fully included in the total price at checkout.

Can I pick up my online order in-store?

Absolutely! If you are local to the Edmonton, AB area, we offer free local pickup at any of our 3 retail locations (High Street, Windermere, and St. Albert). Simply select your preferred store location at checkout, and we will notify you as soon as your cozy items are packed and ready.

Can I ship items to multiple addresses in a single order?

Our system does not support split shipping at this time. If you want to send gifts to multiple people at different locations, you will need to place a separate online transaction for each unique shipping address.

**Q: Do you ship internationally or to the USA?**
A: Yes! We love sending comfort worldwide. We ship across Canada, to the United States, and to international destinations, including the European Union. Shipping fees, customs, and import duties are calculated at checkout depending on your location. 

**Q: Can I change or cancel my order after it's placed?**
A: We process orders quickly to get your cozy items to you as fast as possible! If you need to make a change or cancel, please email us immediately at [email protected]. For our customers residing in the European Union, you also have a legal right to withdraw from your purchase within 14 days of receiving your final package (see our full Return Policy page for details on EU withdrawals).

🔄 Returns, Credits & Cancellations

**Q: What is your return policy?**
A: We want you to love your pajamas! Our standard policy for Canada, the USA, and international orders is highly flexible with no strict return deadline—though as a small business, we deeply appreciate it if returns are initiated within 90 days of purchase. 

*Please note:* If you are a customer located in the European Union, you are covered by a statutory 14-day Right of Withdrawal window starting from the delivery date of your last item. 

**Q: Who pays for return shipping?**
A: Outside of local, in-person returns at our Edmonton-area retail boutiques, the cost of return shipping is the responsibility of the customer. For international and EU orders, any customs, duties, or standard return postage costs must be paid by the sender. 

**Q: Do you refund the original shipping cost if I return my order?**
A: For our standard Canadian and US orders, original shipping fees are non-refundable. For orders placed within the European Union, we will refund the cost of standard outbound delivery *only* if the entirety of the order is returned. If you choose to keep any items from your order, the outbound shipping fee cannot be refunded.

**Q: How do I start a return online?**
A: It depends on how you checked out! 
1. **If you used an email address:** Log into your self-service account at https://shopify.com/44108644519/account to start your request.
2. **If you checked out with a phone number only:** You won't be able to log into the standard online portal. Instead, simply open your original SMS order confirmation text and click the specialized return link inside. 
3. **Alternatively:** You can always drop us a line at [email protected] with your order number to get started.

What is your return policy for Cloud Nine Pajamas?

Our return policy is designed to be nice and flexible. As a small business, we don't enforce strict deadlines for bringing items back, but we truly appreciate it when returns or exchanges are initiated within 90 days of purchase. Items must be in their original, unwashed, and unworn condition with tags attached. Please contact us to start your return!

How do online store credits work?

If you receive an online store credit for a return, it is securely attached to your email/customer account and will never expire. It can be combined with other discounts, promotions, and sale merchandise! To use it, simply sign into your account before checking out, and your credit will appear as an available method of payment on the final checkout page. Please note that online credits are valid for online purchases only and cannot be used at our brick-and-mortar boutiques.

Are there any final sale items?

To maintain high health and hygiene standards, certain items are considered final sale and cannot be returned, including underwear, socks, slippers, boxers, customized products, and personal care goods (like bath bombs and creams). Additionally, all orders shipped to the USA or internationally are final sale and cannot be returned or exchanged.

Can I cancel my online order?

We do our best to ship items out as soon as possible. Should you need to cancel your order, please email us immediately at [email protected]. In the event your order has already been processed and shipped, we will no longer be able to cancel it.

💳 Gift Cards & Sizing

Why won't my gift card work at checkout?

If you have a physical paper copy gift card, it will only work at our brick-and-mortar boutique registers. Digital online gift cards purchased online will only work at cloudninepajamas.com. However, we are happy to swap them for you! Just email us and we can convert your paper gift card into a digital code (or vice versa).

How do I know what size pajama to buy?

We design our sleepwear for a cozy, relaxed fit. You can click the "Size Chart" link located directly underneath the available sizes on any product page to see measurements, or review our detailed Fit Notes. As we carry many different brands with different sizing models, make sure to review sizing for brands you may be unfamiliar with to ensure the perfect fit. Still not sure? Send us an email and we would be happy to help!