Pillows.com carries the widest selection of hotel products available to the retail customer. Pillows.com is not sponsored by any hotel. Pillows.com just retails the same products found in hotels. All of the hospitality trademarks are properties of their respective owners.
Pillows.com has a Sleep Better Guarantee Exchange and Return Policy.
Return and Exchange Policy: Pillows.com is dedicated to helping our customers find the perfect pillow or bedding! We understand that it can be challenging to shop for pillows online so we've developed a risk-free shipping experience. Our Sleep Experts are committed to finding the bedding that gets you the great night of sleep you deserve.
Returns: We understand that sometimes orders do not work out. If you would like to return your order for a refund, please request a return within 30 days of receiving your order. You can request a return by calling 1-800-720-6973 or email us at firstname.lastname@example.org. We cannot guarantee a return if you are outside of the 30 day mark. Our customer service team will provide a free shipping label to use for returning your order. Please drop off your return at any UPS store or location. Return products must be in "Like New" condition. See below for more information.
Return Order for a Refund on Original Form of Payment: Please contact our Sleep Experts within 30 days and request a refund on your original form of payment. Once the item is shipped back and inspected, you will receive the refund.
Exchanges: We are happy to set up an exchange within 90 days of receiving your order.
An Exchange must be requested from our customer service team via phone (1-800-720-6973) or email (email@example.com)
The Exchange must be requested within 90 days of purchase.
If you are not sure what you want as an exchange, our Sleep Experts will help you find the perfect bedding to get the night of sleep you deserve. Let them know what you did and did not like about the bedding product you received. For most exchanges, we will immediately ship your new order and will provide a prepaid free return label in the box with your replacement bedding. Once you get the replacement order, the original products must be shipped back with the Pillows.com Return shipping label included in the new box. Please make sure to use the Pillows.com return shipping label as we cannot reimburse you for shipping if you pay out of pocket to return your original order. Return products must be in "Like New"
If a returned 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 the 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 bank’s processing times).
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 above. 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 firstname.lastname@example.org 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.
Pillows.com has the largest selection of pillows available from any retailer. Our dedicated staff stands ready to help you search for that piece of bedding you just can't find anywhere. Or, our expert staff can make a recommendation to meet your individual sleep needs. Simply submit as much information and detail as possible in our Pillow Finder and we will get back to you within 1-2 business days with the results of our search. If you have pictures that could help us in our search please submit them. Sleep Well. Live Well.
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