FAQs

Although a few of our pillows come in retail packaging, most of them arrive in bulk packaging. This is because we source from the same manufacturers that hotels do. We want our customers to have a great retail experience, so anything that does not arrive in individual packaging is packaged in our own bags before shipping.

We recommend replacing your pillows every 2-3 years.

Please enter the coupon code on the “Shipping and Billing” page of the checkout. The box to enter the code is near the bottom of the page. Once you have entered the code press “Apply”, and the discount will be applied to your order. If you have questions please feel free to contact our helpful staff by email: sleepbetter@pillows.com or call toll-free: 1-800-720-6973. Sleep well. Live well.

Polyester and down and feathers can be washed at home. Check the wash instructions on the tag or take it into the dry cleaners if you are unsure. Memory foam pillows are spot clean only. Most come with a washable cover that can be washed at home. We recommend washing your pillow every 6 months. You should replace your pillows every 2-3 years.

Yes! More specifically the pillowcases can cause acne. However, you can prevent acne by changing your pillowcases once a week and wash your pillow at least twice a year. It is always wise to use pillow protectors to help your pillows last longer and stay cleaner. Pillow protectors provide an extra layer between yourself and the pillow. They are also much easier to clean then a pillow.

This is a great questions! It all boils down to moisture. Those gross yellow stains can be caused by sweat, drool, makeup, chemicals or even wet hair. Most the time those yellow stains are harmless, however, if it is paired with a smell, definitely toss it and buy a new pillow. We recommend buying new pillows every 2 years so when you start seeing those yellow stains let it be a reminder to get new pillows soon.

Down Dreams Classic Firm is a popular pillow for back and side sleepers who love a medium/firm down and feather pillows. Dream Surrender Firm is a popular pillow for back and side sleepers who love a medium/firm polyester pillow. Dream Surrender is a popular pillow for people who sleep in all sleep positions and like a medium support polyester pillow. Indulgence by Isotonic pillows, the side and stomach sleeper pillows are very popular. Holiday Inn pillows also known as the IHG bedding collection pillows are popular.

Orders typically ship within 1-2 business days of being placed, depending on the item's availability. If you have selected a shipping method with a delivery date, your order will be shipped according to that date. You can check the status of your order in your account or by contacting our customer service team.

We are slowly rolling out international shipping and now ship to Canada by popular demand. Please see the FAQs for details regarding Canadian orders. For the rest of the world, we suggest that customers contact freight forwarding companies to arrange for international shipping. Pillows.com’s liability ends once the order is received by the freight forwarder. Please contact our customer service team at sleepbetter@pillows.com for more details.

Shipping to Hawaii and Alaska is more expensive due to the additional distance and the lack of access to major shipping routes. Shipping to these states requires additional transportation costs to transport the goods from the mainland. Additionally, due to the lack of access to major shipping routes, it can be more difficult to find competitive rates and services, which can also drive up the cost. In 2023 we discontinued the use of USPS parcel service for the numerous delays and general customer dissatisfaction. Again, increasing the cost of shipping.

The United States Postal Service (USPS) is facing unprecedented delays due to a combination of factors. These include a surge in online shopping, increased demand for mail delivery, and limited resources. The pandemic has also played a role, as the USPS has had to adjust to new safety protocols while still delivering mail. Additionally, the USPS has faced financial challenges, resulting in staffing and operational cuts. This has led to further delays in mail delivery. The USPS is working to improve its operations and reduce delays, but it will take time for these changes to take effect. We are seeing orders to APO/FPO locations taking up to 45 business days. We will not reship or investigate the order before that time frame.

We have partnered with DHL to bring our luxury pillows to Canada. Due to the additional cost, we are unable to offer free shipping on orders shipping to Canada. Please see the FAQs for more details regarding returns and exchanges.

Pillows.com has a great return and exchange policy for you. You can process a FREE shipping return with money back in the first 30 days or your order. You have up to 90 days to process up to 3 FREE shipping exchanges. Our bedding experts will help you process a return or exchange through email at sleepbetter@pillows.com.

Pillows.com starts the refund process once we receive your order back into our warehouse. It can take up to 15 business days after we get your box, to see the refund credited back onto your payment method.

Gently used returned bedding is donated to local shelters, animal rescues, or other charities. Pillows.com never resells used products.

Customers are responsible for the cost of return shipping for orders shipped to Canada. We recommend using a trackable shipping method to ensure that the return is received. Refunds will be issued to the original payment method within 5 business days of receiving the returned item. Please note that original shipping charges are non-refundable.

If you would like to exchange an item for orders shipped to Canada, please follow the return process and place a new order for the desired item on our website.

Customers are responsible for any customs duties or taxes associated with returning items from Canada. Please ensure that all necessary customs documentation is completed accurately to avoid any delays or additional charges.

A down alternative pillow is filled with a silky-soft synthetic polyester fiber that is meant to mimic the feel of goose or duck down.

To be honest, most feather and down pillows are not free from allergens. Bedding companies over the years have discovered that dust particles attached to feathers and down, not the feathers/down themselves, cause allergies to flare up. One company, in particular, has made it their mission to provide allergen-free feather and down bedding to their consumers. This company is Pacific Coast Feather Company®. This company maintains thorough quality testing policies. Immediately after the feather/down reaches the United States, the product is tested to ensure their strict quality guidelines are met. They then place the feathers/down in large washers and begin their Hyperclean ™ process. They are then placed into drying bins. To ensure that all dust particles are removed, these feathers/down will run through this process 8 times. The Pacific Coast Feather Company ® is the only feather/down bedding manufacturer to be endorsed by the American Lung Association ®. Of course, even by going through a Hyperclean ™ process, allergens can still remain. For this reason we always recommend using both a pillow protector and pillow shams to make sure that there is a minimal possibility of material getting out of the pillow. As an added benefit a pillow protector will also help your new pillow last longer. If you have questions please feel free to contact our helpful staff by email: sleepbetter@pillows.com or call toll-free: 1-800-720-6973. Sleep well. Live well.

A: This is a common question for our customer service team. People who have been purchasing down and feather pillows for a long time know this natural products can occasionally have a natural odor from the reimnets of oil on the down and feathers. Most common reason this odor happens is moisture or heat on the down. Sometimes during the shipping process your pillow experiences heat and humidity. This will cause the down to release the smell from the oils on the feathers. Duck down and feather have a tendency to do this more than goose down and feather. An easy way to air out the odor is to leave your pillow outside in the fresh air and in the sun. You can also put your pillow in the dryer on low with a dryer sheet and let the dryer air it out for you.

Which pillow is best for you is based on two things, your sleeping position and your preferences. If you are a side sleeper, you’re going to want a more firm/supportive pillow whereas if you are a stomach sleeper, you’re going to want something softer/less supportive. Take our pillow finder quiz to find a list of pillow recommendations!

We are a third party online retailer that sells the same pillows you sleep on at hotels but we are not the manufacturer. We get our pillows from the same manufacturers that the hotels do.

If you like something that is puffier and holds shape, polyester is for you. If you like a squishy, moldable pillow, down & feather would be the way to go.

Hotels feature a wide variety of pillows. The best way for us to make a match of what pillow you slept on is for our customer service team to see a photo of a tag of a pillow. The long black and white tag usually has the fill information on it, or sometimes there is a brand & pillow name on the tags. If you forgot to take a photo, you can call the hotel directly and ask them to send you a photo.