Pillows.com has a Sleep Better Guarantee!
Our customer service will be out of office for Christmas Break 12/21/24 - 12/25/24 and 12/31/24 - 1/1/25. All emails, calls, and texts will be replied to once we are back. Orders placed after 11/25/24 have an extended return period through 1/31/25.
Return and Exchange Policy
Pillows.com offers a convenient return and exchange policy. You can process a return for a refund within the first 30 days of your order, although original shipping charges are non-refundable. For exchanges, you have up to 90 days to process up to three exchanges. To initiate a return or exchange, please access our return portal here. For orders outside the continental United States, please refer to our international returns and exchanges policy.
Checkout with the $2.98 Redo product for free returns or exchanges on your order!
Didn’t checkout with Redo? You will still return like normal and purchase a label through them with discounted shipping rates saving you time and money!
Returns
For returns, request a return within 30 days of receiving your order. Our customer service team will provide a return shipping label. Returns must be in 'Like New' condition, which includes intact tags, no stains, markings, human or animal hair, odors, or washing. If products are not returned in like-new condition, only a 50% credit is issued.
Exchanges
To initiate an exchange, please access our return portal here. Exchanges can only be made in the first 90 days since your original order date. Returned products must meet the 'Like New' condition criteria.
International Returns and Exchanges Policy
For orders shipped to Canada, customers must cover return shipping costs. It is advised to use a trackable shipping method to ensure the return's arrival. Refunds are processed to the original payment method within 5 business days of receiving the returned item, but original shipping charges are non-refundable. For exchanges, Canadian customers should follow the return process and then place a new order for the desired item on our website. Additionally, customers are responsible for any customs duties or taxes on returned items from Canada and must ensure accurate completion of all necessary customs documentation to avoid delays or extra charges.
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 the return shipping cost to get that item back to them.
- Missing orders or items need to be reported to Pillows.com within 100 days of your order being placed.
- Refunds will be processed within one week 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).
All final sale items and promotional products discounted at 40% or more cannot be returned or exchanged. For incorrect items, contact us within 90 days. Last, report missing orders or items within 100 days of placing your order.