Customer Service

Holiday Shipping Details: Need it under the tree? Order by 12/17 at 11:59pm EST via savvy shipping or ground options for guaranteed delivery by 12/24. Please note that Pillows.com is not responsible for any weather related delays or carrier delays that may impact your delivery date. This shipping date excludes shipments to Alaska, Hawaii, Puerto Rico and other U.S. territories.


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 8am-4pm 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. Coupons cannot be applied to quantity based discount promotion

    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.

    Pillows.com shall not be liable for (i) any incidental or consequential damages or (ii) failure or delay in shipping goods hereunder if such failure or delay is due to an act of God, war, labor difficulties, accident, inability to obtain product, vendor backorders, vendor difficulties, short shipments, and other causes that are beyond the control of Pillows.com. Guarantee only includes ground residential shipping in the continental USA. It does not include international shipping or PO boxes.

    How long does it take for my order to ship?

    Need it under the tree? Order by 12/17 at 11:59pm EST via free shipping options for guaranteed delivery by 12/24

    Standard Shipping Methods (Savvy Saver, Ground, and Priority Mail): 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 (air) option at checkout. Please see below for further details.

    Expedited Shipping (1 and 2 day air) Orders must be received by 2:00 pm EST to ship same day. If received after 2:00 pm, orders will ship the following business day, Monday-Friday (excluding holidays). Please note that as Fedex does not deliver air shipments on weekends, so you should expect delivery on business days only.

    Shipping Rates and Delivery Options

    We have four domestic (contiguous US states) flat rate shipping options:

    Savvy Shipper - Free over $99, and $9.99 if under This is our free shipping option for orders over $99, which means we will send your order in the most economical way possible, entirely up to our discretion. Typically, these orders will ship via Fedex SmartPost, which has final delivery by the US Postal Service. After your order is processed, transit time typically is 4 to 9 business days, with delivery Tuesday-Saturday. This option applies for the continental USA only.

    Domestic Ground ($15) Orders with this option are delivered by FedEx Ground. After your order is processed, transit time is typically 2 to 5 business days, with delivery Tuesday-Saturday. This applies for the continental USA only.

    Expedited 1 Day and 2 Day Air : All air orders are shipped via Fedex. Orders must be placed before 2:00 pm EST to be shipped same day. These orders can expect deliveries Monday-Friday only, as Fedex air options do not have weekend delivery available. These options are for the continental USA only.

    Alaska/Hawaii/US Territories :Via These orders ship via the US Postal Service and we have two options available: Parcel and Priority Mail. Please note that orders shipping via USPS need to be placed by 9:00 am EST to ship same day. Both of these services are priced based on your order, with prices calculated at check out. Parcel typically takes 4-14 business days in transit, and Priority typically takes 1-5 business days. Parcel tends to be more variable than Priority and as such, delivery estimates cannot be guaranteed. PO boxes are accepted on all Alaska, Hawaii, and US Territories orders.

    Have a PO Box? Please select the free Domestic Savvy Shipper option for shipping. Unfortunately, Fedex ground and air cannot deliver orders to PO boxes. For Domestic Savvy Shipper orders: if USPS cannot deliver to your physical address, but Fedex can, please list both your physical address and your PO box each on their own line in your shipping address. This will ensure that whether your order is ultimately delivered by Fedex or USPS, that you will receive your package in a timely manner. See below for an example:

    Jimmy Pillows

    123 Main St

    PO Box 1

    Denver CO 80231

    Shipping to an APO? We’ll ship your order via USPS (transit time varies) for free over $99 and a flat $9.99 for orders under $99.

    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.

    All Promotional Products that are Discounted 40% or More are FINAL SALE ITEMS. They cannot be returned or exchanged. The following are FINAL SALE ITEMS and can not be returned - Pillowtex ® Quality Kids Memory Foam Bean Bag with Washable Removable Cover – 3ft and Pillowtex ® Quality Adult Memory Foam Bean Bag with Washable Removable Cover – 5ft

    Returns 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 shopping experience. Our Sleep Experts are committed to finding the bedding that gets you the great night of sleep you deserve.

    Holiday Return Policy: All orders placed between November 1st through December 25th, will have until January 2nd to return their merchandise as long as it's in "Like New" condition- All Tags attached, No Stains, No Smells, and No Pet Hair.

    Exchanges: We are happy to setup an exchange within 30 days of receiving your order.

    An exchange must be requested from our customer service team via phone or email.

  • - The exchange must be requested within 30 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 you received. For exchanged we will immediately ship your new order and we will include a prepaid return shipping label in the box with your replacement bedding. Once you get the replacement order the original products must be shipped with the Pillows.com shipping label included with your new order. Make sure to use the Pillows.com shipping label as we cannot reimburse you for shipping if you pay out of pocket to return your original order. Returned product must be in “Like New” condition. See below for more information. Unauthorized returns included with exchanges are subject to the full return policy, and will have return shipping applied.

    Returns: We understand that sometimes orders do not work out and we have several options for returning products. Please request a return within 30 days of receiving your order. We cannot guarantee a return if you are outside of 30 days.

    Return your order for 100% store credit.
  • -Please contact our Sleep Experts within 30 days and request a full refund for store credit, minus any shipping charges if applicable.
  • -We will email you instructions on receiving your store credit.
  • -Once we send the store credit, we will follow up with return instructions if appropriate and in no case will you be charged for the shipping cost to return your original order to Pillows.com.
  • -We can only issue store credit once per order. We cannot issue a refund once you accept store credit.
  • -Store credit must be used within 1 year.

    2. Return your order for a refund on your original form of payment.
  • -Please contact our bedding experts within 30 days and request a refund on your original form of payment. Once the item is shipped back and inspected, you’ll receive a full refund, minus return shipping cost.
  • -Ship your order back using our return labels provided. You will receive a refund less the cost of any return labels provided by Pillows.com and less the original cost of shipping if applicable.
  • -Please note the return shipping label is a negotiated rate and we highly suggest you use this return shipping label as it’s the most cost effective method. We cannot reimburse you for shipping if you choose to pay for return shipping out of pocket.
  • -All returns must be dropped off at a designated Fedex location. You can find your fedex location here (link to it).
  • -Returned product must be in “Like New” condition. See below for more information

    Side note.. (info about “Like new” already listed in our policy)

    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 bank’s processing times).
    • Products on Sale - We do not accept returns or exchanges for items that were more than 40% off or otherwise noted on the original product page. Pillows.com has the right to refuse returns or exchanges as their discretion.


  • 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. It’s 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 competitor’s 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. Coupons cannot be applied to quantity based discount promotion.

    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 FedEx Ground Shipping Promotion, Coupons cannot be applied to quantity based discount 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, $9.99 will be deducted from the return amount upon receipt of return.