Shipping policy
Thank you for shopping with The Pillow. This Shipping Policy explains how we prepare, ship, and deliver orders placed through our website. It also outlines important information about shipping costs, delivery estimates, tracking, and what to do if you experience a shipping-related issue. All shipping charges referenced in this policy are listed in USD.
Shipping Locations
The Pillow currently ships to addresses within the United States. At this time, we do not offer international shipping or delivery to destinations outside the United States.
Shipping Cost
We offer one shipping option for all eligible orders:
- Standard Shipping: $15.00 USD Your shipping charge is displayed during checkout before your order is submitted.
Order Cut-Off Time
Orders placed before 5:00 PM Eastern Time (US & Canada) on a business day will begin processing as soon as possible. Orders placed after the daily cut-off time, on weekends, or on public holidays will begin processing on the next business day.
Processing Time
Orders are generally prepared for shipment within 1 to 3 business days. Processing includes order verification, payment confirmation, packaging, and preparation for carrier collection.
Transit Time
After your order has been shipped, delivery generally takes 5 to 8 business days, depending on your destination and the carrier handling your shipment.
Total Delivery Time
Most customers receive their orders within 6 to 11 business days, including processing and transit time. These delivery estimates are provided for planning purposes and are not guaranteed.
Business Days
Business days are Monday through Friday, excluding public holidays observed by our business or shipping carriers.
Shipping Carriers
Orders may be shipped using one of the following carriers:
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USPS
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UPS
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FedEx
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DHL The carrier used for each shipment is selected according to operational requirements and destination.
Order Tracking
Every shipped order includes tracking information. Tracking details are typically sent by email within 24 to 48 hours after your order has been dispatched. You may also monitor your shipment through our Track Your Order page.
Order Changes & Cancellations
If you need to update or cancel your order, please contact us as soon as possible. Requests received within 2 hours of placing an order will be reviewed whenever possible. Once an order has entered processing or has been handed over to the shipping carrier, modifications and cancellations can no longer be accepted. For additional information regarding cancelled orders, please review our Return & Refund Policy.
Delivered but Not Received
If tracking shows that your package has been delivered but you have not received it, please contact us promptly. We may work with the shipping carrier to review delivery information before determining the next appropriate steps. Any available resolution will follow the terms outlined in our Return & Refund Policy.
Incorrect Shipping Address
Please review your shipping address carefully before completing your purchase. If an incorrect or incomplete address is provided and the shipment is returned to us, additional shipping charges may be required before the order can be sent again.
Shipping Delays
Occasionally, deliveries may take longer than expected due to circumstances beyond our control. Examples include severe weather, transportation disruptions, public holidays, peak shipping periods, or carrier operational delays. We appreciate your patience and will assist whenever shipment updates are available.
Lost Packages
If your package appears to be lost during transit, please contact us so that we can begin an investigation with the shipping carrier. Resolution options will be determined after the investigation has been completed and in accordance with our Return & Refund Policy.
Damaged Packages
If your order arrives damaged, please notify us within 48 hours of delivery. To help us review your request, please include:
- Your order number
- Photos of the item
- Photos of the shipping packaging
- A brief description of the damage Each request is reviewed individually before a resolution is provided.
Each request is reviewed individually before a resolution is provided.