Frequently Asked Questions
We've compiled the most frequently asked questions before and after purchasing a pillow to help you quickly find the answers. If you don't find what you're looking for here, please feel free to contact customer service.
I. About Product Selection
Q: How do I know which pillow is right for me?
A: Choosing a pillow mainly depends on three factors—sleeping posture, shoulder width, and habits.
For those who sleep on their back: We recommend a medium height (approximately 10-13cm), which provides good neck support and maintains the natural curvature of the cervical spine.
For those who sleep on their side: We recommend a higher height (approximately 13-16cm) to fill the gap between the shoulder and head.
For those who sleep on their stomach: We recommend a lower height (approximately 8-10cm) or an ultra-thin pillow to avoid excessive backward tilting of the neck.
If you are unsure, you can check the "Recommended Sleeping Posture" label on each product details page or contact customer service for personalized advice.
Q: What are the differences between memory foam, latex, down, and polyester fiber?
A: In short:
Memory Foam: Slow rebound, absorbs and releases pressure, suitable for people who need cervical spine support, conforming to the curve of the head and neck.
Latex: Naturally elastic, strong support, breathable and mite-proof, suitable for those who prefer a firm, non-sinking feel.
Down: Fluffy and soft, provides a strong sense of envelopment, like sleeping in a cloud, suitable for those who prefer soft pillows (requires regular patting to maintain fluffiness).
Polyester/Microfiber: High cost-performance ratio, soft and fluffy, washable, suitable for those on a budget or those who are not sensitive to allergens.
Q: Is the pillow height adjustable?
A: Some styles are designed with adjustable height, allowing you to adjust the filling to suit different sleeping positions. Please see the product details page for specific instructions. If this is your first time buying from us, an adjustable pillow is a safer choice.
Q: What should I do if my new pillow has an odor? A: Memory foam and latex may have a natural odor from the raw materials themselves (similar to a faint balloon or soy milk smell) when they leave the factory. This is normal and completely non-toxic and harmless. Please place the pillow in a ventilated area for 2-3 days; the odor will dissipate naturally. Do not expose to direct sunlight, as this will accelerate material aging.
II. About Orders and Shipping
Q: How long does it take to ship after placing an order? How long will it take to receive it?
A: We ship within the United States. Orders are shipped the same day. Delivery takes approximately 2 business days after shipment.
Q: Are the pillows compressed? Will they spring back to their original shape after opening?
A: Most memory foam and blended pillows are shipped in vacuum-compressed rolls to save on shipping costs. After opening the package, please fully unfold the pillow and gently shake it to fluff it up. It will fully spring back within 24-48 hours. Down pillows are shipped in fluffy packaging and are ready to use.
Q: How is shipping calculated? Is shipping free?
A: Free shipping is available for orders over a certain amount. Specific thresholds are subject to the checkout page or website announcement. Orders that do not meet the minimum order requirements will have their shipping costs calculated based on weight and distance, which will be clearly displayed at checkout. Additional fees may apply to remote areas.
III. Regarding Returns, Exchanges, and After-Sales Service
Q: What does the 30-day trial period mean?
A: We offer a 30-day trial period guarantee – you really don't know if a pillow is suitable until you've tried it for a few nights. Within 30 days of receiving the product, if you are not satisfied with the height, firmness, or any other aspect, you can apply for a return. We are confident in our pillows, so we dare to give you time to try them out.
Q: Do I have to pay for return shipping after trying it out?
A: If the return is simply because you "don't like it" (not a quality issue), the buyer will bear the round-trip shipping costs. We will deduct the initial shipping cost and return shipping cost from the refund. If it's due to a quality issue or our mistake, we will bear all shipping costs.
Q: What are the hygiene requirements for returns?
A: Returned pillows must be kept basically clean – free of large areas of sweat stains, saliva stains, cosmetic residue, or obvious odors. After all, pillows are personal items, and we need to ensure the hygiene and safety of the next customer. Please understand.
Q: How long does it take for a refund to arrive?
A: After we receive the returned item and inspect it, we will process the refund within 3 business days. The actual arrival time is approximately 3 business days thereafter, depending on your bank or payment platform (PayPal is usually faster, credit card payments may be slightly slower).
Q: What if my pillow collapses after a while?
A: Memory foam and down pillows will experience normal settling (about 1-2cm) after long-term use, which is a characteristic of the materials. If your pillow has abnormally severe sagging (more than 3cm and cannot be restored), please take photos and contact customer service within one year of purchase. We will assess and handle it for you. Please refer to the product details page for the specific warranty period.
IV. About Pillowcases and Cleaning
Q: Can the pillowcase be removed and washed?
A: Most styles of pillowcases have a hidden zipper and can be removed and washed. We recommend using a gentle machine wash in cold water and air drying. Do not tumble dry to avoid shrinkage. Do not wash the inner core (unless explicitly stated as washable on the product details page).
Q: Does the pillow need a pillowcase?
A: We recommend using your own pillowcase. This protects the pillow from stains and makes it easier to wash regularly. Of course, if you're buying it as a backrest or decoration, it's fine to use it without a pillow.
V. Other Questions
Q: Can I buy this as a gift? Does it come with gift wrapping?
A: Yes. If you wish to give it as a gift, please note "gift order" when placing your order, and we can include a handwritten greeting card (at no extra charge). For additional gift wrapping, please contact customer service for confirmation.