FAQ- Customer Service – Cloud Nine Pajamas

FAQ- Customer Service

Where does Cloud Nine Pajamas ship?

Cloud Nine ships within North America

How will my order be shipped and how much will I be charged?

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 various providers. Most often we use Canada Post. 

Shipping In Canada: Flat Rate $15 - Free Shipping On Orders Over $150

Shipping To The United States: Flat Rate $20- Free Shipping On Orders Over $150

When will I be charged?

Once your order has been placed, we will charge your credit card and then ship your order. Please note it may take us a few days to pull your order together from our 4 locations.

Incorrect Shipments

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 (780-455-6633) 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. Please email a copy of your shipping charges to webstore@cloudninepajamas.com.

Manufacturer’s Defects

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 to explain the issue. The merchandise must then be shipped back to Cloud Nine Pajamas (12511 – 102 Avenue, Edmonton, AB, Canada, T5N 0M4). 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. 

Order Cancellations

Once your order has been placed, we try to ship out as soon as possible, therefore once your payment is provided there is no guarantee it can be canceled. 

Order Changes

Cloud Nine Pajamas.com is pleased to accommodate changes to an order, provided it has not yet been shipped. If a customer wishes to change an order, he or she must call Cloud Nine Pajamas main office at 1-780-455-6633 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.



If you have any other questions please contact webstore@cloudninepajamas.com