30-day fit & satisfaction support
Frequently Asked Questions
Find quick solutions and detailed information on orders, shipping, returns, sizing, and more.
Stay updated on your delivery
Standard orders are normally processed within 3 business days, excluding weekends and public holidays. Processing time is separate from carrier transit time. You will receive tracking information by email after your order ships.
Contact us as soon as possible and before fulfillment begins. We will try to accommodate a cancellation or change, but it is not guaranteed once processing or fulfillment has started. If the order cannot be changed or cancelled, the applicable return process will apply after delivery.
Please check your shipping address carefully before placing an order. If you entered the wrong address, email hello@cloudnineclothing.ca as soon as possible and before fulfillment begins. We will try to update it, but changes are not guaranteed once processing or fulfillment has started. If a package is returned because the address supplied was incomplete or incorrect, the customer is responsible for any reasonable reshipping cost.
Email us as soon as possible and before fulfillment begins. We will try to cancel the order, but cancellation is not guaranteed once processing or fulfillment has started. If the order has already shipped, the applicable return process will apply after delivery.
We ship to most countries worldwide. We currently cannot ship to Albania, Angola, Bahrain, Chile, Colombia, Ecuador, Iceland, India, Israel, Jordan, Mexico, Morocco, North Macedonia, Norway, Peru, or South Korea. Available destinations and shipping rates are confirmed at checkout. See our Shipping Policy for details.
Free shipping offers apply only where shown at checkout. International shipping rates are calculated based on your delivery location and shown before you complete your order.
Taxes, duties, and shipping costs vary by destination. Any applicable shipping rates are shown at checkout. For international orders, import duties and taxes may not be included in product prices and may be collected by the courier or customs office.
We accept American Express, Apple Pay, Bancontact, Diners Club, Discover, Google Pay, iDEAL Wero, Mastercard, Shop Pay, and Visa. Available options may vary by location and will be shown at checkout.
The shipping time will depend on your location and the chosen shipping method. Once your order has shipped, you can track its progress using the provided tracking number.
For pre-order items, the estimated shipping date is stated on the product page. Please refer to that information to know when your item is expected to be shipped.
Standard orders are normally processed within 3 business days. After dispatch, estimated transit time is generally 7-21 business days, depending on the destination and shipping service. Delivery dates are estimates rather than guarantees, and your current shipping options and estimate are shown at checkout.
You can track your order by going to our "Track order" page here
Please input the order number not the tracking number. The order number is the one you received initially when you placed your order.
Tracking information may take 24-48 hours to update in the system after shipping. If your tracking number shows "not found" after 48 hours, please contact our customer service team with your order number and we'll investigate immediately.
Another reason may be because you are entering the wrong number. On the "Track order" page please input the order number not the tracking number. The order number is the one you received initially when you placed your order.
Order modifications may be possible if caught early. Please contact customer service immediately with your order number and request. Once an order begins processing, cancellations may not be possible, but we can assist with return information.
If tracking shows "delivered" but you have not received the package, check with household members, neighbours, the carrier, and any secure delivery area. If you still cannot locate it, contact us within 2 days of the recorded delivery with your order number and tracking information so we can review the circumstances.
International shipments may experience customs delays beyond our control. These delays vary by country and current processing times. We recommend contacting your local customs office with your tracking number for specific information.
Unfortunately, we cannot apply discount codes retroactively after an order has been placed. Please ensure all promotional codes are applied during checkout before finalizing your purchase.
If your package has not arrived within 3 days after the estimated delivery date, contact us with your order number and tracking information so we can investigate.
If a package or product arrives damaged in transit, take clear photos of the shipping box, packaging, shipping label, and item before discarding anything. Contact us within 2 days of delivery.
Orders without Shipping Protection are not automatically denied. Reports of loss, theft, or transit damage are reviewed case by case using tracking, carrier findings, submitted evidence, and other relevant circumstances.
Optional Shipping Protection covers qualifying loss, theft, or physical damage during transit. For an approved claim, you may choose a replacement, subject to availability, or a refund of the affected product amount and original shipping charge.
Shipping Protection does not affect claims involving manufacturing defects, incorrect items, or mandatory consumer rights. Orders without protection are not automatically denied; transit issues are reviewed case by case. See our Shipping Policy for full details.
If your package was delivered to an incorrect address:
Verify that the address on your order confirmation matches your intended delivery location
Contact the courier service with your tracking number to confirm the delivery location
If the courier confirms delivery to a wrong address, contact our customer service immediately with this information
We'll work with the courier to locate your package or provide a suitable resolution
Some orders ship in more than one package, and each package may have separate tracking. Check your shipping emails for additional tracking numbers. If tracking indicates that all items were in one delivered shipment but part of the order is missing, contact us promptly with your order number and the missing item details.
Tracking numbers beginning with "4P" indicate your package is being handled by our international shipping partner. Please wait for the package to reach your country.
Size guide can be found on each product page. For the most accurate fit:
Take your measurements following our measurement guide
Remember that measurements listed represent half the circumference (double for full chest/waist measurements)
If between sizes, we recommend sizing up
Our hoodies generally are a bit oversized for the adult version. The kids version are smaller than true to size. But due to the weighted components, some customers prefer sizing up for a more relaxed fit. Please refer to the specific measurements in our size chart rather than relying on your typical size in other brands.
Yes. While both use the same premium materials, there are important differences:
Adult hoodies weigh approximately 1kg, while kids' versions are lighter
Sizing and dimensions are proportioned differently for children's comfort
Our products are designed in Canada and manufactured by our trusted production partners in China. We maintain strict quality control standards across all production facilities to ensure premium quality.
Currently, our adult hoodies come in a standard weight of approximately 1kg. Kids' hoodies feature an age-appropriate lighter weight. We're developing additional weight options based on customer feedback. Sign up for our newsletter to be notified when new options become available.
For best results, wash cold on a gentle cycle or hand wash, then air dry. Avoid ironing, dry cleaning, bleach, and high heat. Like most soft garments, the feel may naturally change slightly after washing, especially around the cuffs.
No, do not dry clean or iron your Cloud Nine hoodies.
The stress ball is made of similar material as the filling inside plush toys, ensuring its long-lasting quality.
Our hoodies are made from a comfortable blend of cotton and polyester.
Yes! Our patent pending process allows you to easily remove and insert them.
No, the stress ball inside our hoodie is made of durable materials similar to those used in plush toys like squishmallows.
After washing, the cuff area may feel slightly different as the fabric relaxes. This is normal. To help maintain the best feel, wash cold, use a gentle cycle, and air dry.
Yes. You have 30 days after delivery to request a return for an eligible item. The item may be tried on only and must be clean, unwashed, unaltered, undamaged, and in resellable condition, with its original tags attached. Please include the original packaging where reasonably possible. See our Refund Policy for full details.
Yes. Discounted or sale-priced products remain eligible under our standard return requirements unless they were clearly marked "Final sale" at the time of purchase. Products clearly marked "Final sale" and gift cards cannot be returned or refunded, except where required by law.
The item may be tried on only and must be clean, unwashed, unaltered, undamaged, and in resellable condition, with its original tags attached. Include the original packaging where reasonably possible. If an item arrived damaged, defective, or incorrect, contact us within 2 days with photos so we can review it separately.
Email hello@cloudnineclothing.ca with your order number, the item you want to return, and the reason for the return. If approved, we will provide the correct return address and instructions for your location.
For an ordinary return, the customer pays return shipping. We strongly recommend tracked shipping. Do not send an item back without first receiving return instructions from us.
For an ordinary return, the customer is responsible for return shipping. If we confirm that an item arrived defective, damaged, or incorrect, Cloud Nine will cover the reasonable return-shipping cost or provide a prepaid return method where a return is required.
Contact hello@cloudnineclothing.ca within 2 days of delivery. Include your order number and clear photos of the item, packaging, and shipping box where relevant. Once the claim is confirmed, you may choose a replacement, subject to availability, or a refund to your original payment method. This applies whether or not Shipping Protection was purchased.
We do not process direct size or colour exchanges. Request a return for the original item and place a new order for the size or colour you want. This helps avoid delays caused by changing inventory. The original item must meet the 30-day return requirements.
After we receive and inspect your return, we will notify you whether the refund is approved. If approved, the eligible amount will be refunded to your original payment method within 10 business days of approval. Your bank or payment provider may need additional time to post it. We do not process direct exchanges; return the original item and place a new order.
Delivery dates are estimates rather than guarantees, so a carrier delay does not automatically qualify for a refund. If your package has not arrived within 3 days after the estimated delivery date, contact us with your order number and tracking information. We will investigate and review the circumstances case by case. This does not limit any mandatory consumer rights.
Contact Us
Reach out to our dedicated customer support team. We'll be glad to assist you with any further inquiries you may have.