Cloud sweatpants

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.

Contact - Cloud Nine - Checkout

Last updated: July 26, 2026

30-day returns

You have 30 days after your order is delivered to request a return.

To be eligible, an item must:

•have been tried on only and not worn beyond a normal fitting;

•be clean, unwashed, unaltered, undamaged, and in resellable condition;

•have its original tags attached; and

•include its original packaging where reasonably possible.

You will also need your order number or other proof of purchase. We inspect returned items before approving a refund. Items showing wear, washing, stains, odours, alteration, customer-caused damage, or other signs that they are no longer resellable may be declined.

Starting a return

Email hello@cloudnineclothing.ca with your order number, the item you want to return, and the reason for the return. If the return is approved, we will provide the correct return address and instructions based on your location.

Do not send a return to an address shown on a shipping label or elsewhere without first receiving return instructions from us. Items returned without authorization may not be accepted.

Return shipping

For an ordinary return, the customer is responsible for return shipping. We strongly recommend using a tracked service and keeping the tracking information until the return is completed.

If a customer-paid return is lost or damaged on its way to us, we will review the available tracking and circumstances case by case. This does not guarantee a refund before the returned item is received and inspected.

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.

Final sale and excluded items

Only products clearly marked “Final sale” at the time of purchase are excluded from ordinary returns. Discounted or sale-priced products remain eligible unless they were clearly marked “Final sale.” Gift cards are final sale and cannot be returned or refunded, except where required by law.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item arrives damaged, defective, or different from what you ordered, 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. These rights apply whether or not you purchased Shipping Protection. This reporting request does not limit any mandatory consumer rights that apply to you.

Exchanges

We do not process direct size or colour exchanges. To obtain another item, request a return for the original item and place a new order. This helps make the replacement item available to you sooner and avoids delays caused by changing inventory.

Refunds

We will notify you after we receive and inspect your return. If approved, the eligible product amount will be refunded automatically to your original payment method within 10 business days of approval. Your bank or payment provider may need additional time to post the refund.

We do not charge a restocking fee. Original shipping charges are generally non-refundable unless we expressly approve otherwise, the refund is part of a qualifying Shipping Protection claim, or applicable law requires it. Customer-paid return shipping is not refunded for ordinary returns.

If more than 15 business days have passed since we approved your refund, contact hello@cloudnineclothing.ca .

Shipping Protection

Shipping Protection applies only to qualifying loss, theft, or physical damage during transit. It does not determine eligibility for claims involving manufacturing defects, incorrect items, or mandatory consumer rights.

For an approved Shipping Protection claim, you may choose a replacement, subject to 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.

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

International returns, duties, and taxes

Customers are responsible for any return-shipping costs, customs documents, duties, taxes, or brokerage charges associated with an ordinary international return. Duties and taxes paid to customs authorities are not refunded by Cloud Nine. You may contact the relevant customs authority to ask whether those amounts can be recovered.

If you are located in the European Union, United Kingdom, or another jurisdiction with mandatory cancellation or return rights, those rights remain available to you and are not reduced by this policy.

Order cancellations

To request a cancellation, email us as soon as possible and before fulfillment begins. We will try to accommodate the request, but cancellation is not guaranteed once processing or fulfillment has started. If the order cannot be cancelled, the applicable return process will apply after delivery.

Contact

Email: hello@cloudnineclothing.ca

Please include your order number in the subject line. We aim to respond within 24 hours.

Contact - Cloud Nine - Checkout