Shipping Policy
Order Processing
After your order is confirmed, please allow 1–3 business days for processing and shipment preparation before dispatch. Faster processing options may be offered on certain orders — you'll see this choice at checkout if available.
You'll get a confirmation message by email that includes your tracking details when your order ships out.
Estimated Delivery Times
Standard delivery usually takes 5–12 business days once your order leaves our warehouse. These timeframes are approximate and may be affected by import procedures, regional holidays, shipping carrier issues, or circumstances we cannot control. We thank you for understanding during such cases.
Shipping Costs
Shipping fees are computed at checkout based on where you're having items sent and what's in your cart. Some orders may qualify for free standard delivery — the required minimum will show up at checkout.
Duties and Taxes
Depending on your destination country and purchase amount, you may owe customs fees and tariffs. Your regional customs department sets these amounts, and they're separate from the checkout price. Please contact your local customs office beforehand to confirm what might apply to your order.
Order Tracking
When your order goes out, a confirmation will be sent to your email with your tracking code and shipment link. If you'd like help with your tracking or haven't received a tracking message within 5 business days of ordering, reach out to contact@pillowaypillow.com.
Incorrect Shipping Address
Double-check that your delivery details are correct before you finish ordering. Should you spot a mistake after submitting, email contact@pillowaypillow.com right away. We'll try to correct it before the package ships, but once processing begins, updates aren't guaranteed.
We cannot be held accountable for shipments going to an address that you supplied incorrectly during checkout.
Missing, Harmed or Late Shipments
Should your order not show up by the expected arrival date, or if tracking shows delivery but you haven't received it, message contact@pillowaypillow.com. Our team will look into it with our warehouse and shipping partners to fix the situation quickly.
After the carrier confirms delivery to the right location, liability transfers to you as the recipient. We suggest making sure someone can accept the delivery or that your address has a safe spot for package dropoff.
Defective or Wrong Items
If an item arrives broken, damaged or isn't what you ordered, email contact@pillowaypillow.com within 14 days after it arrives with details and photos showing the problem. Return shipping will be covered by us, and we'll give you a refund or send a replacement according to what you're legally entitled to.
Contact Us
For any shipping questions, contact our team at contact@pillowaypillow.com. We'll get back to you in 1 business day or less.
Pilloway · suporte@pillowaypillow.com · www.pillowaypillow.com