Customer Service


What you can expect if you place an order at Pillows.com?

    Customer Service: We can be contacted by email at sleepbetter@pillows.com. We will respond to all email inquiries within 1 business day. We are dedicated to resolving any customer service issue in a timely manner. Order confirmation and shipping confirmation emails will be sent. Order status information is available 24 hours a day at our website.

      Contact Information:

    • Email - sleepbetter@pillows.com

    • Customer Service Phone number 1-800-720-6973 (available from 10:30am-6pm Eastern)

    • Address - 2200 s. Valentia st. Denver CO, 80231


    Why Shop At Pillows.com: There is no other bedding retailer that offers a Sleep Better Guarantee. Pillows.com also offers the largest selection of luxury pillows and hotel bedding available anywhere online or offline! Our wide selection paired with our incredible customer service, easy to use website, Sleep Better Guarantee, and fast shipping creates a one of a kind shopping experience. And, we do all this as a small family and veteran owned business.


    Satisfaction Guarantee: Pillows.com is 100% committed to your satisfaction. If you are not satisfied with any aspect of your shopping experience with Pillows.com, please contact our friendly bedding experts and we will work with you to make sure your experience with us is exceeds your expectations.

    All of our products are backed by our Sleep Better Guarantee. If a product purchased from Pillows.com does not help you Sleep Better, please contact our bedding experts so that we can find you a product that will help you Sleep Better Guaranteed!


    Buy More Save More Promotion

    Pillows.com is excited to offer quantity based promotions on select pillows Save 5% when you purchase a minimum qty 2 of the same pillow

    Save 10% when you purchase a minimum qty 4 of the same pillow

    The above promotions cannot be combined, however, we do allow coupon codes to be applied.

    Because of our system limitations, quantity based promotions are only applicable for the same pillow. We apologize for any inconvenience on this matter.

    Quantity based promotions are only applicable to certain pillows (that read Buy More Save More)


    Shipping

    Shipping Policy: Pillows.com is dedicated to making sure that your purchase arrives in a timely manner. Please review our shipping policy and contact our bedding experts if you have any further questions:

    How long does it take for my order to ship?

    Standard Shipping Methods (Savvy Saver, Ground, and Priority Mail): All orders received by 2 pm EST will be processed and will usually go out the same business day. Please note there may be processing delays due to the following: stock or backorder status, incorrect or incomplete shipping address provided, or incorrect payment or billing information provided. Transit times are estimates. We cannot make transit time guarantees on non-expedited orders. If you must have your order by a certain date, please choose the appropriate expedited option at checkout.This is the most economical method of shipping and will most likely be shipped via UPS Sure Post where the order is shipped by UPS, but delivered by the US Postal Service.

    Expedited Shipping (1 and 2 day air): Orders must be received by 10 a.m. EST to ship same day. If received after 10 a.m., orders will ship the following business day, Monday-Friday (excluding holidays), as FedEx & UPS do not deliver expedited orders on weekends.

    Shipping Rates and Delivery Options We have four domestic (contiguous US states) flat rate shipping options: FREE-to-$8.99 Savvy Shipper: Delivered by USPS, in partnership with FedEx and UPS. After your order is processed, transit time typically 3 to 7 business days, with delivery Monday-Saturday. FREE for orders over $75, or a $8.99 flat rate for orders under $75. If your order qualifies, this option will automatically show up in the checkout process. This applies for the continental USA only

    Domestic Ground ($15): Via FedEx Or UPS. After your order is processed, transit time is typically 2 to 5 business days, with delivery Monday-Saturday. This applies for the continental USA only

    Expedited: 1 Day and 2 Day Air : Via FedEx Or UPS. For orders placed before 10 a.m. EST, delivery is 1- 2 business days (depending on method selected), Monday-Friday*

    Alaska/Hawaii/US Territories: :Via USPS Parcel or Priority (depending on method selected). Transit time is either 5-14 business days (Parcel - $15) or 1-3 business days (Priority $40)

    *All expedited orders must be received by 10 a.m. EST to ship that day. If received after 10 a.m., such orders will ship the following business day, Monday-Friday (excluding holidays), as FedEx & UPS does not deliver expedited orders on weekends.

    Have a PO Box? We recommend providing a physical address as PO boxes take a significantly longer amount of time (up to 14 days). All PO Box orders are shipped via USPS Parcel.

    Shipping to an APO? Weíll ship your order via USPS (transit time varies) for free over $75 and a flat $8.99 for orders over $75.

  • International Shipping: We are pleased to offer our customers in other countries the option for international shipping. We have partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Customers" option on step 1 of checkout. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com. .
  • We do not ship orders to addresses that are not registered with your credit card company. We reserve the right to contact your credit card company in order to verify that an address is approved for shipment under address verification guidelines.
  • Orders shipping by ground should arrive within 7 days after the order is placed; however, please allow for 8 days.





  • Sleep Better Guarantee Exchange + Return Program/Policy

    Pillows.com has a Sleep Better Guarantee Exchange and Return Policy.

    We hope that you're enjoying your new bedding! If your new bedding isn't giving you the best sleep, we're committed to helping you find the perfect fit!

    Should the need for an exchange or return arise, for any reason, please call us at 1-800-720-6973 or email us at sleepbetter@pillows.com to obtain a Return Merchandise Authorization (RMA) number. Returns and exchanges are FREE when you use our prepaid UPS return shipping label.

    We are confident that we can find bedding that truly WOWs you, so please feel free to take advantage of our exchange program! Our knowledgeable Bedding Experts are standing by to help you find the perfect bedding that suits your needs.

    To qualify for an exchange or return, all the following must be met:
    • -A Return Merchandise Authorization (RMA) must be requested from our customer service team via phone or email.
    • -The RMA must be requested within 30 days of purchase.
    • -If you are interested in setting up an exchange, please let us know what you did and didnít like about your original purchase. This will help us narrow down suitable options for you.-
    • -The product must be shipped with a Pillows.com RMA shipping label. We cannot reimburse shipping if our prepaid return label is not used.


    Returned product must be in "like-new" condition. This means:.
    • -Tags are still attached to the pillow (we cannot accept pillows with the tag cut off)
    • -No stains or markings
    • -No human or animal hair present
    • -No odors (cigarette smoke, perfume, etc.)
    If an item arrives damaged, we will only issue a 50% credit.

    The product must be shipped with a Pillows.com RMA shipping label. We cannot reimburse shipping if our prepaid return label is not used.

    The customer is responsible for fitting the item back into the box provided or finding a suitable box to send the item back in. Pillows.com will not be responsible for providing extra boxes for returns. The customer must write the RMA on the box in an obvious location or include the original packing slip.

    Other terms and conditions:
    • -We can only refund the original form of payment.
    • -We cannot issue a refund for the original outbound shipping charge.
    • -If you choose to exchange, please keep in mind that we will refund or charge for the difference in price of the item that you choose to exchange.
    • -If the incorrect item is shipped back to us, the customer is responsible for return shipping.
    • -Refunds will be processed within two weeks of Pillows.com receipt and verification of return product. Once the refund has been applied, it can take 5-7 business days to reflect on your bank statement (depending on your bankís processing times).


    Please note that mattresses are not included in the 30 Day Sleep Better Guarantee

      Cancelling Your Order: Unfortunately, once your order has been transmitted from our office to our warehouse it cannot be cancelled for any reason and if you wish to cancel your order you will need to follow the return process outlined below. Once an order is in the warehouse it is impossible to dig through the thousands of boxes that we ship out to cancel an individual order.


      Refusing an Order: Orders that are refused will be treated as a return but assessed a $15 refusal and the actual cost of shipping the order will be deducted from any refund. Refusing a package causes an automatic charge assessed to us, this is not a cost of doing business as you paid for shipping then elected not to receive the item.


      Missing Product/Incorrect Product Shipped/Items that Arrive Damaged: At least two people inspect every item we ship before it leaves the warehouse to ensure that you are receiving high quality products and that you are receiving the correct product that you ordered. Therefore, if you received damaged product or are missing any items the problem likely occurred after your order was picked up from our warehouse by the carrier. In order for us to file a claim with the carrier we must be notified of the problem immediately.  Therefore, if you receive product that is damaged, find that certain items are missing from your order, or if you receive the incorrect item you must send our customer service department an email at sleepbetter@pillows.com within 7 days of receipt of your order. Items reported as having arrived damaged  after 7 days of the receipt of your order cannot be returned. If you report a missing item or incorrectly shipped item after 7 days of the receipt of your order we will investigate your claim, but you are not guaranteed to receive a replacement item.

    Pillow Request Form


    Low Price Guarantee & Price Matching: Pillows.com is proud to offer our customers the lowest prices on all products we carry. If you see an item for less at another online store, we will match that price. Itís that simple. Please read our policy for price matching

    Please Note:

  • Please provide a link to the store we are matching. To match a price, please call or email us before you place the order. We will provide a unique coupon code to be used when you place your order.

  • The item must be identical to our item, including the size. We will only match prices or promotions on products that are in stock.

  • The total price, including shipping, is considered for price match.

  • Sorry, we are unable to match Amazon, Ebay, Sears, or other auction sites. Outlets are also excluded.

  • Items that have been price-matched are not eligible for additional discounts.

  • Price matching is not available on previously placed orders.

  • * Price matching is at the discretion of Pillows.com and is subject to change at any time.

    Specials & Promotions: Price matching competitor specials and promotions is available, provided the same items are available on the competitor's website whose special or promotion that we are matching. The promotion must be live on the competitorís site when we issue the price matching coupon code. The total price, including competitor's shipping cost, is factored in when price matching specials and promotions. Please note, only one promotion can be applied per order.

    Sales Tax: We charge 4.35% sales tax for any order shipping to the State of Colorado.


  • Coupon Policy: Pillows.com reserves the right to limit each household to use any given coupon only one time. Only one coupon can be used on any given order. In cases where a coupon makes the total order including shipping under $20.00 and a customer has selected the our UPS Ground Shipping Promotion, Pillows.com reserves the right to ship an order by any shipping method. If Pillows.com chooses to honor multiple orders placed by the same person or household using the same coupon,Pillows.com reserves the right to combine said multiple orders into a single shipment without refunding any shipping amounts accessed on each of the multiple orders. If you take advantage of a free shipping coupon code, $8.99 will be deducted from the return amount upon receipt of return.