Cloud Nine

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 3 historical complaints about Cloud Nine, published between 2004 and 2005. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• This company is still exists and calls my 800 number frequently. RipoffPublished Dec 14, 2005 · Historical consumer allegation
• RipoffPublished Sep 21, 2005 · Historical consumer allegation
• Ripoff Website listing servicePublished Nov 3, 2004 · Historical consumer allegation

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Official website: https://www.cloudnineclothing.ca/
• Customer support: [email protected]
• Customer service (Mon-Sat 9:30am-6:30pm Central Time): 866-547-9206

Ordering from Cloud Nine (cloudnineclothing.ca)? Know the return window and US duty rules

Cloud Nine sells weighted hoodies and other sensory-focused apparel through cloudnineclothing.ca. Its current Refund Policy (last updated July 26, 2026) gives a 30-day return window: "You have 30 days after your order is delivered to request a return," provided the item was "tried on only and not worn beyond a normal fitting," is "clean, unwashed, unaltered, undamaged, and in resellable condition," with original tags and packaging. To start a return, email [email protected] with the order number, item, and reason; the policy warns not to send anything back before receiving return instructions. For an ordinary return the customer pays return shipping, and the policy states "We do not charge a restocking fee" and that "Original shipping charges are generally non-refundable." Approved refunds go back to the original payment method within 10 business days of approval. The company does not do direct size or colour exchanges — customers must return the original item and place a new order. If a refund has not arrived within 15 business days of approval, the policy says to contact [email protected]. (Separately, the FAQ on at least one product page — the Cloud Hoodie — answers "What if I get the wrong size?" with "No worries! We offer exchanges. Please refer to our exchange policy," which conflicts with the Refund Policy's no-direct-exchange language above; both are quoted here without resolving the conflict.)

If an item arrives damaged, defective, or incorrect, the policy asks customers to contact [email protected] "within 2 days of delivery" with the order number and photos; a replacement or refund follows once the claim is confirmed, regardless of whether optional "Shipping Protection" was purchased. Only items marked "Final sale" at purchase are excluded from ordinary returns; discounted items remain returnable unless so marked.

US and other international orders: Cloud Nine's Shipping Policy states plainly: "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." Processing is stated as normally 3 business days, with transit estimated at 7–21 business days after dispatch depending on destination; the policy lists several countries the brand currently does not ship to (Albania, Angola, Bahrain, Chile, Colombia, Ecuador, Iceland, India, Israel, Jordan, Mexico, Morocco, North Macedonia, Norway, Peru, and South Korea). For international returns, the customer is responsible for return shipping, customs paperwork, and any duties, taxes or brokerage charges; those amounts are not refunded by Cloud Nine.

A few practical details are not spelled out on these policy pages: the Refund Policy says Cloud Nine will provide "the correct return address and instructions based on your location" once a return is approved, but does not publish a US return address or an estimated return-shipping cost in advance; refunds are issued "within 10 business days of approval," and the policy adds that if "more than 15 business days have passed since we approved your refund," the customer should contact [email protected], but it does not separately state a deadline for how long inspection of a returned item may take before that initial approval. It also does not describe what happens if a damaged/defective/incorrect-item report is made after the stated 2-day window. The Shipping Policy calls delivery dates "estimates rather than guarantees"; if a package "has not arrived within 3 days after the estimated delivery date," it asks customers to "email us with your order number and tracking information so we can investigate," without promising a specific cancellation or refund outcome. Separately, if tracking shows a package delivered but nothing arrived, the Shipping Policy says to "check with members of your household, neighbours, the carrier, and any secure delivery area" and to "contact us within 2 days of the recorded delivery so we can review the circumstances." The policy does not estimate in advance how much a US customs or brokerage charge might be, and Shipping Protection claims are "subject to review and validation" using tracking information, carrier findings and submitted evidence, without published evidentiary standards or a stated decision deadline.

Outside Cloud Nine's own policies, some general U.S. consumer-protection channels apply to any online order: the Consumer Financial Protection Bureau's guidance on credit card billing disputes says a cardholder should "call the card company and let them know about the problem right away" and, to preserve legal rights, "send a written billing error notice to the card company within 60 calendar days after the charge appeared on your statement." U.S. Customs and Border Protection states that for mailed international packages, "the CBP officer will determine if the duty and fees are owed based on the goods value, country of origin, and other factors," and that for online purchases generally, "U.S. Customs and Border Protection holds the importer — YOU — liable for the payment of duty not the seller." For a dispute with a foreign-based online seller, econsumer.gov — described on its own site as "a project of the International Consumer Protection and Enforcement Network (ICPEN), a partnership of more than 65 consumer protection agencies around the world" — lets consumers "report international scams and take more steps to resolve" a complaint. None of this is specific to Cloud Nine; it is general guidance for a US buyer dealing with any Canada-based online seller.

• Read the return window from your delivery date — 30 days, not the checkout date.
• Email [email protected] before shipping anything back to get authorized return instructions.
• Report a damaged, defective, or wrong item within 2 days of delivery, with photos.
• Expect to pay US customs/duty charges separately from the product price, unless checkout expressly states otherwise, per the shipping policy.
• Call 866-547-9206 (Mon–Sat, 9:30am–6:30pm Central Time, per the Contact Us page) for order or tracking questions.

Company background and identity

Cloud Nine markets weighted hoodies, sweats and tees with "built-in stress-ball cuffs" and other sensory/fidget features, positioned for anxiety, ADHD, and sensory regulation. The brand's own homepage states it is "Trusted by 1M+ sensory seekers" and lists recognition from Autism Canada (described as a "community partnership"), a publication it calls "Inc." ("founder recognition"), KPU's Melville School of Business ("entrepreneurship recognition"), Fox News ("media feature"), and SFU DNA ("neurodiversity community") — these are the company's own claims about itself, not independently verified here. Cloud Nine's product pages also carry the company's own disclaimer: "Claims regarding Anxiety or ADHD are based on reviews. This is not a medical substitution for therapy or clinical treatment."

Cloud Nine's Terms of Service and Privacy Policy (both last updated in 2026) identify the operator only as "Cloud Nine, British Columbia, Canada"; the site does not disclose a legal entity name or street address; the Terms' governing-law clause specifies "the laws of British Columbia and the federal laws of Canada applicable there." The About Us page's title places the brand in "Vancouver, BC," while the company's own reply (Sep 17, 2026) to a Trustpilot review states: "Cloud Nine Clothing is proudly Canadian and headquartered in Surrey, BC, while fulfillment and returns are handled internationally." A search of BC's public OrgBook business registry for "Cloud Nine Clothing" returned thousands of fuzzy word-matches (small unrelated BC sole proprietorships with names like "Cloud Nine Esthetics" or "Cloud Nine Waterbeds") but no entity clearly matching this apparel company; a separate search of Corporations Canada's federal corporate registry (a distinct database from OrgBook, which is provincial) did not return a usable result in this session. Neither is proof the brand isn't registered under a different name, only that no matching entity was confirmed by the searches performed. Attempts to search Canada's federal trademark database (CIPO) -- a register of trademarks, not of corporate registrations -- returned persistent server errors and could not be completed. A search of the US trademark database (via Justia) did not surface a matching US trademark registration for this brand's goods.

This is not the same company as several other businesses that share the "Cloud Nine" name: a same-named New York sleepwear wholesale importer, Cloud Nine Clothing, LLC, is a separate legal entity with no connection to cloudnineclothing.ca found in the sources checked, and no posts on this site were linked to it or to any of the other businesses below. "Cloud Nine Pajamas" (cloudninepajamas.com), based in Edmonton, Alberta, is an unrelated, longer-established multi-brand sleepwear boutique, family-owned and operating three physical Edmonton stores; its own About page describes Georgia Rylan as one of its in-house brands ("Our in-house brands -- including Georgia Rylan...") alongside third-party brands it also carries, such as PJ Salvage. A UK company, Master Distributor Limited, sells hair-styling tools under the trading name "Cloud Nine" (cloudninehair.com); its own Delivery page states: "Currently, we are unable to ship to the US and Canada" (checked 2026-09-29). None of these other companies' facts, reviews, or legal history are attributed to the cloudnineclothing.ca brand described on this page.

Complaint record: USAComplaints, Trustpilot, and BBB, reported separately

This page checked several sources and reports each separately rather than blending them into one figure:

• USAComplaints: 0 complaints submitted about Cloud Nine or Cloud Nine Clothing on this site as of September 29, 2026.
• Trustpilot (profile "Cloudnineclothing," claimed since July 2025, checked September 29, 2026): 3.6 out of 5 from 205 reviews (Trustpilot's own star-rating image separately carries the accessibility label "TrustScore 3.5 out of 5" -- a discrepancy in Trustpilot's own live display, not resolved here). Rating breakdown: 50% five-star, 6% four-star, 3% three-star, 3% two-star, and 38% one-star. Cloud Nine has "replied to 16% of negative reviews" and "typically replies within 1 week," per Trustpilot's own company-activity labels. Trustpilot's AI-generated review summary (labelled "Created with AI, based on recent reviews," and reporting it looked at 186 reviews as of September 29, 2026) states that positive reviews "frequently mention that the hoodies are exceptionally comfortable, featuring unique elements like built-in stress balls and tactile pockets," while other reviewers "noted frustrating delivery delays, long transit times, and unpredictable tracking updates," and some "felt that dealing with inconsistent sizing was troublesome" and found customer support unhelpful. One review (posted September 5, 2026 by a reviewer whose Trustpilot country is shown as "US" and whose review Trustpilot labels "Unprompted review" -- not "verified") described receiving the wrong sizes and colors on a four-hoodie order and, in the reviewer's own words, "Returns from WA to NJ cost the price of a hoodie"; after reordering, the reviewer received the correct items, and separately reported that two lighter colors stained during normal wear and would not come clean. Cloud Nine's public reply to that review stated that its own order records showed the shipped items matched what was selected at checkout.
• BBB: no Better Business Bureau profile was found for this brand. Searches for "Cloud Nine Clothing" (with and without a British Columbia location filter) and for "cloudnineclothing.ca" returned no results; a broader search for "Cloud Nine" near Vancouver, BC returned four unrelated businesses (an auto insurer, a furniture/bedding company, and a cannabis retailer, listed twice) but no apparel company.
• CourtListener: a search for "cloudnineclothing" returned zero results, and no court case naming this brand under any name variant tried was found in the searches run on September 29, 2026 (see Company background for a note on litigation under the same name that was not linked to this brand).

Because each source covers a different population and methodology, none of these figures is added to or averaged with any other.

Is Cloud Nine Legitimate?

Cloud Nine operates a functioning e-commerce store at cloudnineclothing.ca, has a claimed Trustpilot profile with an active reply history (replying to some negative reviews and describing typical reply times of about a week), and publishes detailed, dated Refund, Shipping and Terms of Service policies that address returns, damaged/defective items, and international duties. Against that, its own policy pages identify the operator only as "Cloud Nine, British Columbia, Canada"; the site does not disclose a legal entity name or street address, and this page's searches of BC's OrgBook business registry and a separate Corporations Canada federal registry search did not confirm a matching corporate registration (the federal search did not return a usable result in this session), while Canada's federal trademark database (which returned server errors) and the US trademark database likewise did not turn up a matching trademark registration — which is not proof of anything improper, only that no matching registration was confirmed from the sources checked. In the BBB and CourtListener searches run on September 29, 2026, no result clearly attributable to cloudnineclothing.ca was found in either. Its Trustpilot record (see the exact rating breakdown and date in Complaint record above) shows a substantial share of one-star reviews alongside a larger share of five-star reviews, with reviewers describing shipping/sizing issues on the negative side and product comfort on the positive side. This page assigns Cloud Nine no rating, score, or "scam" label of its own; readers can weigh the record above, including the verbatim return and shipping terms, for themselves. Buyers should also make sure they are ordering from cloudnineclothing.ca specifically, since other unrelated businesses (including an Edmonton sleepwear boutique and a UK hair-tools brand) also use the "Cloud Nine" name.

Frequently Asked Questions