Returns & Exchanges
We want you to be happy with your purchase! If you need to return an item, please contact us at webstore@cloudninepajamas.com to start the process. Damaged or defective items can be evaluated for exchange or refund. Refunds will be issued to the original payment method.
Certain items are considered Final Sale and cannot be returned. These include:
- Sale/Marked Down Items
- Underwear and Boxers
- Custom Products (including personalized and special orders)
- Personal Care Goods (such as beauty products, bath bombs, and creams)
- Gift Cards
If you have questions or concerns about whether your item is eligible for return, please reach out to us before initiating the return process.
Return Process
To initiate a return, please contact us at webstore@cloudninepajamas.com. If your return is accepted, we will provide instructions on how and where to send your package. Please note that items sent back to us without prior authorization will not be accepted.
The cost of return shipping is the responsibility of the customer. If you are local, you can visit any of our store locations to process your return in person.
Orders shipped to the USA are Final Sale and cannot be returned or exchanged.
For any additional questions about returns, contact us at webstore@cloudninepajamas.com.
Shipping Information
We are pleased to ship (most) of our products worldwide! However, some items are not eligible for international shipping. These include (but are not limited to):
- Home Goods
- Bath & Body Products
- Food/Candy
- Warm Buddy Products
Please note that purchases outside of Canada may be subject to additional duties, taxes, and customs fees, which are not included in the purchase price. Cloud Nine Pajamas is not responsible for any extra charges incurred.
Shipping Carriers & Processing Time
We ship via Canada Post, UPS, Purolator, and FedEx. Orders are processed as quickly as possible; however, as we pull inventory from four locations, it may take 1-2 business days before items are ready for shipping.
We do not ship on Saturdays, Sundays, or General Holidays.
Shipping Rates
Within Canada:
- Alberta: Flat rate of $15 for orders under $150 CAD
- Rest of Canada: Flat rate of $20 for orders under $150 CAD
- Free shipping on orders over $150 CAD
Shipping to the USA:
- Shipping costs are calculated at checkout based on carrier rates.
- All USA orders are Final Sale and cannot be returned.
For any shipping-related inquiries, please contact us at webstore@cloudninepajamas.com.
Thank you for shopping with Cloud Nine Pajamas! We appreciate your business and are here to help with any questions you may have.
