Introduction
Welcome to the Pillowy Frequently Asked Questions page. Here you’ll find answers to common questions about ordering, shipping, returns, refunds, payments, customer accounts, and customer support.
If you need additional assistance, our support team is happy to help.
Shipping & Orders
Q: How long will it take to receive my order?
A: Orders are generally delivered within 5–11 business days. This includes 1–3 business days for order processing and 4–8 business days for transit after shipment. Delivery times are estimates and may vary due to carrier operations, weather conditions, or seasonal demand.
Q: How much does shipping cost?
A: We offer Standard Shipping throughout the United States for a flat rate of $15.00 USD per order. Shipping charges are shown during checkout before payment is completed.
Q: Where does Pillowy ship?
A: At this time, we ship to addresses within the United States only.
Q: When will my order be processed?
A: Orders are typically processed within 1–3 business days (Monday through Friday). Orders placed before 5:00 PM Eastern Time (ET) on business days begin processing the same day. Orders placed after the cut-off time, on weekends, or on federal holidays begin processing on the next business day.
Q: How can I track my order?
A: Once your order has shipped, you’ll receive a shipping confirmation email containing tracking information. You can also check your shipment status using our Track Your Order page.
Q: When will my tracking information become available?
A: Tracking information is usually sent after your order has been shipped. Please allow up to 48 hours for tracking updates to appear after the carrier receives your package.
Q: Can I modify or cancel my order?
A: If you need to make changes or cancel your order, please contact us as soon as possible at support@pillowy.store. Requests made before processing begins will be reviewed whenever possible. Once an order has entered processing or has been shipped, changes and cancellations are no longer available. Please see our Shipping Policy for additional details.
Q: What should I do if my delivery is delayed?
A: Delivery delays can occasionally occur because of weather, carrier operations, holidays, or high shipping volumes. If your shipment appears unusually delayed, please contact our support team and we’ll assist in checking its status.
Q: What should I do if my package appears to be lost?
A: If your tracking has stopped updating for an extended period or you believe your shipment has been lost, please contact us. We’ll work with the shipping carrier to investigate the shipment in accordance with our Shipping Policy.
Returns & Refunds
Q: What is your return policy?
A: Eligible items may be returned within 30 calendar days of the delivery date. Returned products must satisfy the conditions described in our Return & Refund Policy.
Q: Who pays the return shipping cost?
A: If the return is approved because the item is damaged, defective, or incorrect, Pillowy will provide a prepaid return shipping label. For change-of-mind or customer-preference returns, the customer is responsible for return shipping costs.
Q: Do you offer exchanges?
A: We do not currently offer direct exchanges. Customers may return an eligible item and place a new order if they wish to purchase a different product.
Q: Can I return an item if I change my mind?
A: Yes. Change-of-mind returns are accepted within 30 calendar days of delivery, provided the item meets the return conditions outlined in our Return & Refund Policy.
Q: What should I do if my item arrives damaged or defective?
A: Please contact us within 48 hours of delivery and include your order number, photographs of the item, photographs of the packaging, and a brief description of the issue. We’ll review your request and determine an appropriate resolution.
Q: What should I do if I receive the wrong item?
A: Contact our customer support team as soon as possible. After reviewing the information provided, we’ll explain the next steps and, where applicable, provide a prepaid return shipping label.
Q: How long does it take to receive a refund?
A: Approved refunds are issued to the original payment method and are generally processed within 10 business days after the returned item has been received and inspected. Processing times may vary depending on your financial institution.
Q: What should I do if my refund has not arrived?
A: First, check with your bank or payment provider, as processing times can vary. If you still need assistance, please contact us at support@pillowy.store.
Q: Which items cannot be returned?
A: Used or assembled furniture, products damaged after delivery due to misuse or improper assembly, items missing original packaging or accessories, returns requested after 30 days, and gift cards (if offered) are not eligible for return.
Payments, Accounts & Support
Q: What payment methods do you accept?
A: Pillowy accepts the secure payment methods available during checkout. The payment options displayed may change over time.
Q: Is my payment information protected?
A: Payment transactions are processed through secure third-party payment providers using encrypted technology. Pillowy does not store complete payment card information on its website.
Q: Do I need an account to place an order?
A: No. Customers may complete purchases as guests where guest checkout is available. Creating an account may make it easier to view order history and manage future purchases.
Q: How do I create an account?
A: If customer accounts are available, you can register by selecting the account creation option on our website and completing the required information.
Q: I forgot my password. What should I do?
A: Use the password reset option available on the login page. If you continue experiencing difficulties, please contact our support team.
Q: How can I contact customer support?
A: You can email us at support@pillowy.store. Our customer support hours are Monday through Friday, 9:00 AM – 5:00 PM (Eastern Time), and we aim to respond within 24–48 business hours.
Q: Where can I find your Shipping Policy?
A: Our Shipping Policy explains shipping costs, processing times, delivery estimates, tracking information, and shipping-related procedures.
Q: Where can I find your Return & Refund Policy?
A: Our Return & Refund Policy explains return eligibility, refund processing, exchanges, and customer responsibilities.
Q: Where can I find your Payment Policy?
A: Our Payment Policy explains accepted payment procedures, payment authorization, pricing, security, and refunds.
Q: Where can I find your Privacy Policy?
A: Our Privacy Policy explains how we collect, use, store, and protect personal information.
Q: Where can I find your Terms of Service?
A: Our Terms & Conditions explain the rules and conditions that apply when using our website and purchasing our products.
Contact Information
If your question isn’t answered above, please contact our customer support team.
Business Name: Pillowy
Website: https://pillowy.store
Business Address:
248 Countryside Circle
Mount Vernon, Kentucky 40456
United States
Email: support@pillowy.store
Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (Eastern Time)
Response Time: 24–48 business hours
For additional assistance, please visit our Contact Us page.