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FAQ- Customer Service

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Return|Exchange|Refund FAQs

We want you to be happy! Contact us at webstore@cloudninepajamas.com to start a return. Damaged or defective items can be evaluated and exchanged or refunded. Final sale items include underwear, boxers, custom products, personal care goods + gift cards. Refunds will be issued to the original payment method.

To start a return, you can contact us at webstore@cloudninepajamas.com. If your return is accepted, we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you are local, please head into any of our locations to begin the return process. 

Orders shipped to the USA are Final Sale, Unfortunately.


You can always contact us for any return question at webstore@cloudninepajamas.com

Certain types of items cannot be returned and are therefore FINAL SALE including Underwear, Boxers, custom products (such as special orders or personalized items), and personal care goods (such as beauty products, bath bombs, creams). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we do not accept refunds for gift cards. We do not take returns from the USA, all orders shipped to the United States are Final Sale. 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

If there is a manufacturer’s defect with any merchandise purchased at cloudninepajamas.com, contact Cloud Nine Pajamas Head Office by emailing webstore@cloudninepajamas.com with pictures and a description of the defect. Reimbursement in the original method of payment, an exchange for identical goods, or store credit, whichever is preferred, will be issued upon arrival and inspection of the defective returned merchandise. 

Absolutely! Just head in to your nearest location to start the process. Because your purchase was made online, however, please allow 7-10 business days for the refund to be processed and show up on your method of payment. This is in the control of your credit card provider, and can not be expedited, unfortunately.

Shipping FAQ's

Currently, Cloud Nine Pajamas ships within Canada & the United States

We try to ship out our orders as fast as we can, we have 4 locations which we pull inventory from so it may take us a day or two to get the items before shipping out. We do not ship out on Saturdays, Sundays, and General Holidays. Orders are shipped using Canada Post, UPS and USPS. 

Shipping Rates: In ALBERTA, Flat Rate $15, rest of Canada Flat Rate $20 for all orders under $150 CAD. Free Shipping On Orders Over $150 CAD

Shipping To The United States: Free Shipping On Orders Over $175 CAD. Flat rate Shipping $20 CAD for orders under $175 CAD.

Please allow 2-4 Business days for your order to be shipped.Your Online Purchase may be pulled from one of our 3 Brick + Mortar Locations (Edmonton/St. Albert) so some items will require 24 hours to confirm the status and condition of your purchase, and as we transfer from our stores to our warehouse for shipment.We do our best to keep the website's inventory updated at all times, but item availability is NOT guaranteed. If an item you've purchased is found to be sold out in our error, you will be notified via email with alternative item options or your will be refunded as per your initial payment method.

Please note, "ONLY X LEFT" stock indicators on some products are approximate and not always exact.

Cloud Nine Pajamas strives to provide customers with exactly what they order, but in the event that Cloud Nine does not ship a customer exactly what he or she ordered, please contact Cloud Nine Pajamas (780-455-1268) or webstore@cloudninepajamas.com, and we will gladly fix this issue. Customers returning incorrectly shipped merchandise will be reimbursed for the return shipping costs up to the amount of the initial shipping charges paid by the customer for the order. A return shipping label will be supplied to you, please email us for more details at webstore@cloudninepajamas.com.

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

Cloud Nine Pajamas.com is pleased to accommodate changes to an order, provided it has not yet been processed and shipped. If a customer wishes to change an order, he or she must call Cloud Nine Pajamas main office at 1-780-455-1268 to confirm the shipping status of the order. If it has not yet been shipped, Cloud Nine Pajamas will accommodate the requested changes. If, however, the order has already been shipped, Cloud Nine Pajamas will not be able to accommodate changes to the order. This INCLUDES changes to shipping address, so please ensure you are providing the correct address at checkout.

Website | Everything Else FAQs

If you have a physical paper copy gift card, unfortunately they do not work with our online store. The same goes for digital online gift cards - they only work at cloudninepajamas.com. HOWEVER we are happy to switch your paper copy to a digital copy (and vice versa) - just send us an email at webstore@cloudninepajamas.com to start the process or click the "Chat" button in the bottom right hand corner to get started.

We have 3 Brick and Mortar locations in the greater Edmonton, Alberta, Canada area. You can see a map of our locations and hours of operation here.

Each product has a Size Guide icon available which will link you to the specific brand's size guide! If you need more information, feel free to hit the chat button (bottom right hand corner) and we will do our best to assist you!

Only one code per purchase, sorry! Our discounts can not be combined unless otherwise stated. This includes promo codes during sales.

Did we miss a question or do you need more information? Send us an email at webstore@cloudninepajamas.com or click the "Chat" button (bottom right hand corner) and we will do our best to answer it!