If you’re not quite sure which size is right for you, refer to our size guides or the model fit information! They’re located underneath the available sizes for each of our products (click "Size Chart").

If there isn't one there, it's because we don't have one for that style - but we do try to include detail fit descriptions in our "Model Fit and Sizing Notes". Not sure still? Click the Chat Bubble and we can help you pick the perfect size!

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.

*A note about Credit: Credits issued from an online purchase may only be used towards a future Online purchase only and cannot be used in-store. They are attached to your email/customer account and you must be signed in to view or use them. To use, add items to your cart as normal, and the credit available will appear as a Method of Payment at checkout (the payment page). Just click it first, and any balance will be due via an alternate form of payment. If your purchase is under the available credit, the remaining amount will be available towards another purchase. Credit does not expire and can be combined with other discounts/promotions as well as used towards sale merchandise.

In-Store Credit can only be used in-store.

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.

Sadly, no. Our system does not support split shipping at this time. You'll need to do each different address as a different order if you want to send them to different people/places.

All items shipped to the U.S. are FINAL SALE — this includes regular-priced, sale, and gift items.
We do not accept returns, exchanges, or issue refunds or store credits for any reason, including sizing or gift purchases.

Please review product descriptions and size guides carefully before placing your order.
If you have any questions about fit or fabric before purchasing, our team is happy to help — please reach out to webstore@cloudninepajamas.com prior to ordering.

Holiday Purchases

All items purchased as Christmas gifts are also FINAL SALE — no exceptions (sorry).

All items shipped to the U.S. are FINAL SALE — this includes regular-priced, sale, and gift items.
We do not accept returns, exchanges, or issue refunds or store credits for any reason, including sizing or gift purchases.

All items shipped to the USA are FINAL SALE — no exceptions (sorry).

All orders are always shipped in original packaging if available, with prices removed/whited out and a gift receipt (with no pricing). It is wrapped in tissue and fully gift-able.

Our shipping bags/boxes do NOT note our company name or have our logo, however the Shipping Label will include that information. 

Yes of course! You can choose an alternate shipping address to ship the items to at checkout, provided only the items you want shipped to that person are on that transaction. See below for more about "Split Shipping"

We have 3 Brick & Mortar Locations in Alberta, Canada.

All U.S. orders are shipped directly from Canada. Duties and tariffs are included in the price you pay (Delivered Duty Paid / DDP). There shouldn't be any additional customs fees upon delivery however with changes happening daily, Cloud Nine Pajamas is not responsible for any further additional Duties or Tarrifs required after the initial shipment/label creation. 

Orders are shipped with full tracking via Canada Post or UPS, depending on your location and order size.
We aim to process and ship orders within 2–5 business days.

Transit time is an approximate 7-14 business days.

Please note:

• Once a package has been marked as shipped/tracking added, we are not responsible for lost, stolen, or damaged shipments.
• No refunds or replacements will be issued for missing or damaged parcels once in transit.
  

Shipping costs are determined by your destination, size and weight of the item(s). There is no free shipping option. 

Sadly, no. Our system does not support split shipping at this time. You'll need to do each different address as a different order if you want to send them to different people/places.

Yes, we ship all over the world! Shipping costs will apply, and will be added at checkout. Duties are included in the total price of your purchase.

Once you redeem your Cozy Club points online, your discount code will appear under the “Redeemed” tab in the Rewards widget. That code is valid for one year from the date you redeemed it.

If you can’t find your code, don’t worry — just email us at webstore@cloudninepajamas.com with the subject line “Missing Cozy Club Code” and (if possible) the date you redeemed the points and we can retrieve it for you.

👉 Important: Once points have been redeemed and turned into a code, they can’t be put back into your account — but the code will stay valid for 12 months.

It’s simple! For every $1 you spend In-Store and Online, you’ll earn 1 point.

Once you’ve collected enough points, you can redeem them for cozy savings:

• 200 points = $10 off
• 500 points = $25 off
• 1000 points = $50 off

Make sure to use your email address at checkout (in-store or online) to ensure your points are tracked.

You can redeem your rewards online or in-store:

• Online: Sign into your Rewards account, click the reward you’d like to redeem, and copy your discount code. Use that code at checkout.
• In-store: Just mention you’d like to use your Cozy Club points at checkout — our team will redeem them for you.
  
  Note: Once redeemed online, a code can only be used online. Our in-store team can’t access previously redeemed codes, and they can't put points back once redeemed.

Yes — points expire one calendar year from the date they’re earned.

For example, if you earn 50 points on January 1, 2025, those points will expire on January 1, 2026.

Any points earned before October 1, 2024 will expire October 1, 2025.

Keep an eye on your Rewards balance to make sure you don’t lose your points!

Rewards can only be used on full-priced items and can’t be combined with other discounts, promotions, or gift card purchases. They also can’t be redeemed for cash, used to purchase gift cards or used on pre-order items.