FAQ- Customer Service

Everything SALE

Cannot be combined with other offers, codes or discounts, including Welcome Offers or Cozy Club Rewards. In the case of multiple discounts being used, only the highest value discount will be applicable.

SALE items are FINAL SALE.

No Price Adjustments.

Discounts apply to regular price merchandise only, and does not include merchandise that has been marked down or is on Sale. Some exclusions MAY apply.

Cannot Be combined With promotional Gift Certificates. Discount Taken Off Original Price.

Abuse of Promo Codes: We reserve the right to cancel any order where there has been an overuse of Coupon or Promo Codes. Orders will be cancelled without notice.

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 sale items, 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 Marked Down/SALE Items, 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.

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.

COZY CLUB Rewards Program

Rewards have no monetary value, cannot be transferred and may not be redeemed for cash. Rewards cannot be applied to any sale products, promotions, gift cards, and cannot be combined with any other offers or redeemed on pre-order items. Points expire on a rolling yearly basis from the date they were earned.  Cloud Nine Pajamas holds the right to remove all credits, discounts and referrals to any fraudulent user. Cloud Nine Pajamas reserves the right to cancel, modify or terminate our Referral Program at any time for any reason. To redeem Online, sign into your rewards page and click the reward you'd like to redeem - from there, use that coupon code at checkout! To redeem in-store, head into your favourite location and mention you'd like to use your cozy club points at checkout.

Signing up is Easy! Just click HERE to sign up or sign into. your account. If you've shopped with us before and provided your email address, you may already have points accrued!

Technology, hey? We moved all of your points from the previous Cozy Club platform to this one, but if you are missing some we are more than happy to investigate. Just send us an email to webstore@cloudninepajamas.com with Subject Line "Missing Cozy Club Points" and we will figure it out! As for the VIP Tiers - these totals are based off your total spend from October 1st, 2023 forward. This is a new addition to our Cozy Club Rewards and thus started on the day we added it on!

Cozy Club Reward Points and VIP Tiers are calculated on a rolling yearly basis from when the points/status was accrued. If you do not maintain the total spend necessary over the year to be in a Luxe Bamboo or Royal Velvet status, you will be bumped down to the previous tier until you've re-reached the spend goal. Should you make a return, this will also affect your VIP Tier. Again, total spend for the year is based on purchases made AFTER October 1st, 2023.

As for Rewards Points, they also accumulate on a Yearly rolling basis and expire a year from accrual. Any points carried over from our Previous Cozy Club on October 1st, 2023 WILL EXPIRE on October 1st, 2024.

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.