Returns & Exchanges

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

Return and Exchange Policy

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. A return with money back refund can only be made within the original orders first 30 days. We do not refund original shipping charges. 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. 

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 sleepbetter@pillows.com. We cannot guarantee a return if you are outside of the 30 day mark. Our customer service team will provide a return shipping label to use for returning your order. Please drop off your return at any FedEx store or location. All returns must be in “Like New” condition. This means that 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.) Cannot be washed. If the product(s) are not return in like- new condition, we only issue a 50% credit.

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.  All returns must be in “Like New” condition. This means that 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.) Cannot be washed. If the product(s) are not return in like- new condition, we only issue a 50% credit.

Exchanges

We are happy to set up an exchange within 90 days of receiving your original order date. Customers can process up to 3 free shipping exchanges in the first 90 days of the original order date. After the 90 days no exchanges can be made. A return with money back refund can only be made within the original orders first 30 days. 

• An Exchange must be requested from our customer service team via phone (1-800-720-6973) or email (sleepbetter@pillows.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” condition. This means that 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.) Cannot be washed. If the product(s) are not return in like- new condition, we only issue a 50% credit.

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.
• Missing orders or items need to be reported to Pillows.com within 100 days of your order being placed. 
• Refunds will be processed within two weeks (DUE TO THE PANDEMIC, REFUNDS CAN TAKE UP TO 15 BUSINESS DAYS TO BE PROCESSED) 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 Promotional Products that are Discounted 40% or More and Special Promotional Sales, i.e Buy One Get One Free Sales are FINAL SALE ITEMS. They cannot be returned or exchanged. Orders that were shipped the wrong item must reach out to us in the first 90 days to correct this mistake.