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.

Absolutely! Just head in to your nearest location to start the process.

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. Cost of return shipping is at the customer's expense. 

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

• We offer Exchange, Credit or Refunds (case depending).
• Damaged or defective items can be evaluated for exchange, credit or refund.
• Refunds will be issued to the original payment method, and credits are issued to your online customer account and can be used towards a future online purchase - they do not expire (see below for more information about online store credits).

Certain items are considered Final Sale and cannot be returned. These include:

• Sale/Marked Down Clearance Items (however credit or exchange is an option)
• Underwear, socks, slippers and Boxers
• Custom Products (including personalized and special orders)
• Personal Care Goods (such as beauty products, bath bombs, and creams)
• Remove It Make Cloths/Hair Towels
• Gift Cards

Our return policy is nice and flexible — there’s no strict deadline for sending or bringing items back. That said, as a small business, we really appreciate when returns are initiated within 90 days of purchase.

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

Not the right size? Not to worry, if we have the size you need we'd be happy to exchange it for you! Exchanges can be done in-store at any of our YEG locations or email us at webstore@cloudninepajamas.com to start the process.

Our Gift Return Policy

We’re happy to offer a refund to the original form of payment, or an exchange or online store credit without (in-store credit offered for in-person returns). The gift receipt (included with your order) or name/email/order number of the original purchaser is required.

(applies year round - not just at Christmas!)

There is no set deadline for Christmas Purchases to be returned (in store or online), however as a small business it would be greatly appreciated if it's brought back prior to the end of February 2026.

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. If you are purchasing multple items from us, make sure that only the items you are sending to

See our full Holiday Shipping Deadline Here

We have 3 Brick & Mortar Locations in Edmonton, Alberta (and area) - 2 in Edmonton (Windermere & High Street) and 1 in St. Albert (downtown)

Store Hours vary by location, and adjust based on the season. Please click below for our most up-to-date store hours. We also keep our Google Business pages updated and accurate at all times.

Unfortunately not, and we miss our loyal customers at both locations!

However, we are so happy to be able to offer almost everything we carry in our online shop and ship it to your door instead!

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.

Shipping Rates: $10 Flat Rate Across Canada on all orders

USA/International : Courier Rates apply. Taxes and Duties are Included.

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.

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 until January 31st, 2026 - after which our program will be changing. Click HERE for more information

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 try to retrieve it for you.

👉 Important: Once points have been redeemed and turned into a code, they can’t be put back into your account, and must be used online — they can no longer be used in-store.

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.

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.