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.... but if you are SUPER DUPER unhappy we are always willing to exchange or give you credit for your item.
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. (PJ Salvage is excluded from all Sales + Promotional Discounts)
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.
Only one code per purchase, sorry! Our discounts can not be combined unless otherwise stated. This includes promo codes during sales.
Return|Exchange|Refund FAQs
We have an open return policy, so there is NO deadline - if it doesn't work, they can request an exchange or credit at any time! Refunds for Online Purchases can ONLY be made back to the original payment method.
They can Contact us at webstore@cloudninepajamas.com to start an exchange or credit. 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 they are local, they can head into any of our locations to begin the exchange process.
You can always contact us for any questions regarding our Christmas policy at webstore@cloudninepajamas.com
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.
Orders shipped to the USA are Final Sale, Unfortunately.
You can always contact us for any return questions 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.
Contact us at webstore@cloudninepajamas.com or head into your most convenient Cloud Nine Pajamas to start the exchange process.
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, or bring it in to any Cloud Nine Pajamas location. 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.
Shipping FAQ's
Even though Canada Post is on strike, please rest assured we have implemented alternative delivery methods!
PO BOX Customers: Unfortunately, we are unable to ship to PO Boxes during the strike. Please choose to ship to a residential or business address until the strike is resolved.
Thank you for your continued support and trust in us. If you have any further questions or concerns, please don't hesitate to reach out to our customer service team.
We are happy to ship (most) of our products anywhere in the world! Not all items are eligible to be shipped Internationally, however. These include (but are not limited to) home goods, bath and body, food/candy or Warm Buddy products.
Please note purchases outside of Canada may be subject to duties and taxes not covered by the price of your purchase. Cloud Nine Pajamas is not responsible for any additional charges taxes, duties, or shipping costs incurred.
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, Fedex, Puralator and USPS. DURING THE CANADA POST STRIKE: We will be using our alternative shipping partners to ship your package. This means we are unable to ship to PO Boxes. Please choose an alternate address if you are at a PO Box.
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 ordered, but in the event we've made a mistake, please contact Cloud Nine Pajamas witha picture of the item's tag, and your order number (webstore@cloudninepajamas.com), and we will gladly fix this issue.
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.
We will always try to accommodate changes to an order, provided it has not yet been processed and shipped. Please email us ASAP if you need to make changes, If it has not yet been shipped, we will do our best to accommodate your adjustments. 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, without prior notice. 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 the "Rewards" button on the right hand side of your screen - 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 September 1st, 2025.
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.
MOST products have a Size Guide drop down 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! Some brands do not have detailed size guides, so we do our best to put accurate fit and sizing descriptions in the details.
Too many emails? So sorry about that! You can unsubscribe by clicking the "unsubscribe" button at the bottom of any email you've recieved from us, or by emailing us at info@cloudninepajamas.com with the subject line "Unsubscribe"