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Frequently Asked Questions
Find quick solutions and detailed information on orders, shipping, returns, sizing, and more.
Stay updated on your delivery
After placing your order, please allow up to 2-3 days for processing. Once your package leaves our fulfillment center, the transit time will vary depending on your location. You will receive tracking information as soon as your order is shipped.
Unfortunately, we cannot guarantee changes to orders once they have been placed. Order modifications (size, color, quantity) may be possible only if:
- The request is made within 2 hours of placing your order
- The order hasn't entered the processing stage
- Contact customer service immediately with your order number and requested changes.
While we will do our best to accommodate your request, please note that we cannot guarantee modifications if the order has already been processed or shipped.
Please note that Cloud Nine Clothing is not responsible for delays, unclaimed, or returned orders due to incorrect or undeliverable addresses entered by the customer. If you have entered an incorrect address, please reach out to Hello@cloudnineclothing.ca, and we will assist you to the best of our abilities.
If you wish to cancel your order, please contact us as soon as possible. Our shipping team strives to fulfill orders within 24, but if your order has already shipped, we regret that we are unable to cancel it.
Taxes are calculated at checkout based on your delivery address. For international orders, import duties and taxes are not included in our prices and are the customer's responsibility. These charges vary by country and will be collected by the courier or customs office.
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 delivery typically takes 5-15 business days (For USA/Canada) from the date of purchase. International orders may take up to 20 business days depending on customs processing. You'll receive a tracking number via email once your order ships.
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 your tracking shows "delivered" but you haven't received your package:
- Check with household members who may have accepted the delivery
- Look around your property for alternate delivery locations
- Contact your local postal service with the tracking number
- If still unable to locate, contact our customer service team within 48 hours
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 appears to be lost, stolen, or damaged:
Lost/Stolen: If your package hasn't arrived within 7 days past the estimated delivery date, contact us with your order number and tracking information. Unfortunately this one is beyond our control but we will see if we can do something.
Damaged: If your package arrives damaged, take photos immediately before opening and contact us within 24 hours with images of both the damaged packaging and product.
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
Sometimes we ship in different shipments.
Wait 5-7 business days, as items sometimes since we ship separately, the other might come after.
If tracking indicates all items were shipped together, contact customer service with your order number and details of missing items.
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.
We recommend hand washing, but if that's not possible, you can machine wash the hoodie in cold water and Air dry. This helps protect its shape and maintain its longevity.
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 the first wash, you may notice that the cuffs loosen a bit and the stress ball becomes less firm. This adjustment enhances the comfort while wearing the hoodie and provides a more satisfying squishy experience.
Yes, we offer refunds on unaltered items within 30 days of the delivery date. It still has to be in pristine condition and not much wear and tear. It is a case-by-case basis, so if you are unsatisfied with your order, please email us directly so we can address your concerns and provide the appropriate solution.
To initiate a return:
Contact our customer service team via email with your order number and reason for return
We'll provide return instructions specific to your location
Package your item securely with all original packaging
Ship to the provided return address with tracking. (You will be responsible to cover shipping costs)
Once received and inspected, your refund will be processed
Prepaid return labels are provided only for:
Defective or damaged items
Incorrect items shipped by our team
For standard returns, customers are responsible for return shipping costs
If your item arrives damaged or defective:
Take clear photos of the damage
Contact customer service within 48 hours of delivery
Include your order number and detailed description of the issue
Absolutely! We offer exchanges for different sizes on all unaltered items within 30 days of the delivery date. Please email us to initiate the exchange process. However, please note that exchanges are subject to availability, and if the desired size is sold out, we may be unable to accommodate the exchange in such cases.
Once your order has been received and processed by our warehouse team, please allow up to 7 business days for your exchange item(s) to be shipped or for your refund to be issued. Refunds will be allocated back to your original form of payment used for the purchase. The funds may take an additional 3-5 business days to appear in your account, depending on your payment provider.
Unfortunately we can't provide refunds for shipping reasons. It is out of our control.
Contact Us
Reach out to our dedicated customer support team. We'll be glad to assist you with any further inquiries you may have.