Customer Service
Where does Cloud Nine Pajamas ship?
Cloud Nine ships within Canada. We are currently unable to ship to the USA or overseas.
How will my order be shipped and how much will I be charged?
Most orders will be shipped within a day of ordering (excluding Saturdays, Sundays, and General Holidays). All orders are shipped Canada Post.
All orders will be charged $15.00 CAD for shipping.
When will I be charged?
Once your order has shipped, your credit card will be charged.
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, the customer must first phone Cloud Nine Pajamas Head Office at 1-780-455-6633 within 7 days of receiving merchandise, and will be issued an incorrect order authorization number. Incorrectly shipped merchandise must then be shipped back to Cloud Nine Pajamas (12511 – 102 Avenue, Edmonton, AB, Canada, T5N OM4) within 10 days of receiving an incorrect order authorization number and must be in its original condition – unwashed, unworn, and unused – with all original tags attached. 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.
If there is a manufacturer’s defect with any merchandise purchased at cloudninepajamas.com, customers must first call Cloud Nine Pajamas Head Office at 1-780-455-6633 within 10 days of receiving merchandise and explain the source of the manufacturer’s defect. If, upon consultation, Cloud Nine Pajamas agrees that the defect is at the manufacturer’s fault, the customer will be issued a defective authorization number. The merchandise must then be shipped back to Cloud Nine Pajamas (12511 – 102 Avenue, Edmonton, AB, Canada, T5N 0M4) within 10 days of receiving a defective authorization number. 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. If it is decided that the merchandise was not defective through a manufacturer’s defect, the customer will not be reimbursed in the original method of payment, an exchange of identical goods, or store credit, and will be shipped back the goods at the customer’s cost. If it is decided the merchandise is defective through a manufacturer’s defect, customers returning defective 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.
Customers of cloudninepajamas.com have until seven days from the moment an order was submitted to cancel that order. For order cancellations, customers must call Cloud Nine Pajamas main office at 1-780-455-6633 and will be issued an order cancellation number. If an order is cancelled after the order has been shipped, the customer will be charged a shipping cost, and must ship the items back to Cloud Nine Pajamas (12511 – 102 Avenue, Edmonton, AB, Canada, T5N 0M4) once the order is received. Upon arrival and inspection of the merchandise at Cloud Nine Pajamas (must be in its original condition with all original tags attached and accompanied by the original sales or gift receipt) the customer will be reimbursed in the original method of payment or store credit, whichever is preferred. If, upon cancellation, the order has not yet been shipped, the customer will be reimbursed immediately in the original method of payment or store credit, whichever is preferred.
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.
Cloud Nine will gladly exchange regularly priced, unwashed, unworn, and unused merchandise purchased online at cloudninepajamas.com (must be accompanied by original sales receipt or original gift receipt and original tags must still be attached). For exchanges of merchandise purchased online at cloudninepajamas.com, customers must call Cloud Nine Pajamas main office at 1-780-455-6633 within 7 days of receiving merchandise and will be issued an exchange authorization number. Within 10 days of receiving an exchange authorization number, merchandise must be shipped back to Cloud Nine Pajamas (12511 – 102 Avenue, Edmonton, AB, Canada, T5N 0M4) and must be in original condition – unwashed, unworn, and unused – with all original tags attached. Upon arrival and inspection of the merchandise to Cloud Nine Pajamas, the desired exchanged merchandise will be shipped. Please note: the shipment of exchanged merchandise will be accompanied by a shipping cost.
Return Policy
Cloud Nine will gladly accept returns for a refund (excluding shipping charges) of any regularly priced, unwashed, unworn, and unused merchandise (must be accompanied by original sales receipt or original gift receipt and original tags must still be attached) purchased online at cloudninepajamas.com. Discounted, sale merchandise, and gift boxes are final sales and are not returnable. Customers wishing to return merchandise purchased online at cloudninepajamas.com must first call Cloud Nine Pajamas Head Office at 1-780-455-6633 within 7 days of receiving merchandise for a return authorization number. The merchandise must then be shipped back to Cloud Nine Pajamas (12511 – 102 Avenue, Edmonton, AB, Canada, T5N 0M4) within 10 days of receiving a return authorization number. Reimbursement in the original method of payment or store credit, whichever is preferred, will be issued upon arrival and inspection of the returned merchandise with the original sales or gift receipt. Regularly priced merchandise purchased online may be returned to Cloud Nine Pajamas physical stores if unwashed, unworn, unused and accompanied by original sales receipt and original tags are still attached. If returned within 10 days of receiving the merchandise, reimbursement will be in the original method of payment or store credit, whichever is preferred.