Shipping policy

Last updated: July 26, 2026

Order processing

Standard orders are normally processed within 3 business days. Business days do not include weekends or public holidays. Processing time is separate from carrier transit time.

During launches, promotions, holidays, or other unusually busy periods, processing may take longer. If a material delay affects your order, we will contact you using the information provided at checkout.

Delivery estimates

Estimated transit time after dispatch is generally 7–21 business days, depending on destination and shipping service. Your available shipping methods, charges, and current delivery estimate are shown at checkout.

Delivery dates are estimates rather than guarantees. Carrier disruptions, weather, customs processing, address problems, and other events outside our reasonable control may cause delays.

Where we ship

We ship to most countries worldwide. We currently do not ship to Albania, Angola, Bahrain, Chile, Colombia, Ecuador, Iceland, India, Israel, Jordan, Mexico, Morocco, North Macedonia, Norway, Peru, or South Korea.

Destination availability is also confirmed at checkout. If checkout does not offer delivery to an address, we cannot currently ship there.

Tracking

We will email tracking information after your order ships. Please allow 24–48 hours after receiving the shipping confirmation for tracking activity to appear.

Some international tracking numbers, including numbers beginning with “4P,” may show limited updates until the package reaches the destination country. If tracking still shows “not found” after 48 hours, email hello@cloudnineclothing.ca.

Shipping charges, duties, and taxes

Shipping charges are shown at checkout. Canadian orders are charged applicable taxes at checkout.

For international orders, including orders shipped to the United States, import duties, taxes, customs fees, and brokerage charges may be collected by the carrier or customs authority. Unless checkout expressly states otherwise, these charges are not included in the product price or shipping charge and are the customer’s responsibility.

Customs processing can delay a shipment. If tracking indicates that a package is held by customs, contact the carrier or your local customs authority using the tracking number.

Address changes and cancellations

Review your shipping address carefully before submitting an order. To request an address change or cancellation, email us as soon as possible and before fulfillment begins. We will try to accommodate the request, but changes and cancellations are not guaranteed once processing or fulfillment has started.

After an order ships, we cannot redirect it. If a package is returned because the customer supplied an incomplete or incorrect address, the customer is responsible for any reasonable reshipping cost.

Multiple packages and missed deliveries

An order may arrive in more than one package, and each package may have separate tracking. If all items appear under one delivered shipment but part of the order is missing, contact us promptly.

If a carrier attempted delivery, follow the instructions in the tracking record or contact the carrier. A package may be held at a local collection point or scheduled for redelivery.

Overdue, lost, or stolen packages

If your package has not arrived within 3 days after the estimated delivery date, email us with your order number and tracking information so we can investigate.

If tracking says “delivered” but you did not receive the package, check with members of your household, neighbours, the carrier, and any secure delivery area. Contact us within 2 days of the recorded delivery so we can review the circumstances.

Orders without Shipping Protection are not automatically denied. Reports of loss or theft are reviewed case by case using tracking information, carrier findings, submitted evidence, and other relevant circumstances.

Transit damage

If a package or product arrives physically 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 with your order number and photos.

This reporting request does not limit any mandatory consumer rights that apply to you.

Shipping Protection

Optional Shipping Protection covers qualifying loss, theft, or physical damage during transit. Claims are subject to review and validation.

For an approved Shipping Protection claim, you may choose:

• a replacement, subject to product availability; or
• a refund of the affected product amount and the original shipping charge.

The Shipping Protection fee itself is non-refundable after the protected shipment has been dispatched.

Shipping Protection does not control claims involving manufacturing defects, incorrect items, ordinary wear, product care, or mandatory consumer rights. If an item arrives defective or incorrect, contact us under our Refund Policy whether or not Shipping Protection was purchased.

Contact

Email: hello@cloudnineclothing.ca
Phone: 866-547-9206

Please include your order number when contacting us. We aim to respond within 24 hours.