Order Processing & Shipping Timeframes

Standard Orders

• Processing Time: All standard orders are processed within 3 business days
• Shipping Duration:
  • Canada: 5-10 business days after processing
  • United States: 7-14 business days after processing
  • International: 10-21 business days after processing
• Total Delivery Window: Please allow 1-3 weeks total from order date to delivery

Tracking Your Order

When Will I Receive Tracking Information?

• Tracking numbers are emailed automatically once your order ships (not when the order is placed)
• Please allow 24-48 hours after receiving your shipping confirmation for tracking to become active
• Tracking numbers beginning with "4P" indicate international shipping partners

How to Track Your Order

• Click the tracking link in your shipping confirmation email

My Tracking Number Isn't Working

• New tracking numbers may take 24-48 hours to activate in the system
• Verify you're using the correct tracking number format
• International packages may show limited updates until they reach the destination country
• If tracking shows "not found" after 48 hours, please contact customer service

Do You Ship Worldwide?

Yes, we ship to most countries worldwide. Shipping costs and estimated delivery times are calculated at checkout based on your specific location. A few countries have restrictions due to shipping carrier limitations.

Taxes, Duties & Customs

Canadian Orders

All applicable taxes are calculated and collected at checkout. No additional fees will be charged upon delivery.

International Orders (Including US)

• Import duties, taxes, and customs fees are not included in our prices or shipping costs
• These charges are the responsibility of the recipient and will be collected by the courier or customs office upon delivery
• Payment of these fees is necessary to release your package from customs
• We cannot predict the amount of these charges as they vary by country and order value

Customs Delays

International shipments may experience customs delays that are 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 if your package appears to be held in customs.

Shipping Issues & Solutions

Address Changes

• Address changes can only be accommodated if requested before your order ships
• Contact customer service immediately with your order number and correct address
• Once an order has shipped, we cannot redirect it to a new address

Lost, Stolen, or Damaged Packages

• Lost Packages: If your package hasn't arrived within 7 days past the estimated delivery date, contact us with your order number and tracking information
• Damaged Packages: Take photos of the damaged packaging before opening and contact us within 24 hours with images of both the damaged packaging and product

Partial Deliveries

• Some orders may ship in multiple packages, especially when containing different product types
• Each portion will receive a separate tracking number
• If tracking indicates all items shipped together but only some arrived, contact customer service immediately

Missed Deliveries

If a delivery attempt was made but you weren't available:

• Check your tracking information for redelivery instructions
• Contact the courier directly with your tracking number
• In some cases, packages may be left at a local collection point

Contact Information

If you have any questions about your shipment or need assistance:

• Email: hello@cloudnineclothing.ca 
• Include your order number in the subject line
  

We're committed to ensuring your order reaches you safely and on time. Thank you for your patience and understanding.