Pillowtrip (Legal Business Name: Pillowtrip) offers travel comfort products selected to make journeys more comfortable, relaxing, and convenient. Our products are designed for situations such as long flights, road trips, everyday commutes, and other travel experiences.

To place an order, select the product you want, add it to your shopping cart, and proceed through checkout. Before completing your purchase, review your items, shipping information, and payment details carefully to make sure everything is accurate.

Product colors and visual details may appear slightly different depending on your device, screen resolution, display settings, or individual monitor calibration. We make reasonable efforts to present our products accurately, but a physical product may not look exactly identical to an image displayed on your screen.

If you need to change an item, shipping address, or cancel your order, contact us as soon as possible. We can generally consider requests while an order is still awaiting fulfillment. Once an order has entered fulfillment or has been handed to the carrier, changes or cancellation may no longer be possible.

Pillowtrip currently ships to residential and commercial addresses within the United States (including our location at 2764 Octavia St, San Francisco, CA 94123). We are not currently able to ship internationally or to locations outside our standard domestic shipping coverage.

The applicable shipping charge, if any, is calculated and displayed during checkout before you complete payment. Your checkout page will show the shipping cost and final order total before your purchase is submitted.

Orders are typically prepared for shipment within 1 to 2 business days, Monday through Friday, after payment has been confirmed. During this time, payment details are verified, the order is reviewed, products are prepared and checked, and the package is securely prepared for shipment.

After an order has shipped, delivery generally takes around 3 to 7 business days. Actual transit time can vary depending on the destination, carrier operations, weather, regional service conditions, and other circumstances outside our direct control.

Most orders are expected to arrive within approximately 4 to 9 business days from the date the order is placed. This combines the normal 1–2 business day processing period with the estimated 3–7 business day transit period. These are estimates rather than guaranteed delivery dates.

A business day means Monday through Friday (our customer support hours are Monday – Friday, 9:00 AM – 5:00 PM), excluding recognized public holidays observed by the fulfillment operation or shipping carrier. Orders are generally not processed or transported on weekends or observed holidays.

Depending on your destination and operational factors, an order may be shipped through carriers such as USPS, UPS, FedEx, or DHL. We may select the carrier best suited to the delivery address, and a specific carrier cannot always be guaranteed.

Yes. Once your order has been shipped and the carrier has received the package, tracking details are generally provided by email. Tracking information may take some time to become active after the carrier first scans the shipment.

Tracking information may occasionally take time to update while a package moves between carrier facilities. If your tracking remains unchanged for an extended period or appears unusual, contact us so we can help review the shipment with the carrier.

First, check around your delivery location, including porches, mailrooms, side entrances, and other areas where the carrier may have placed the package. Also check with household members or neighbors. If the package still cannot be located, allow up to 24 hours and then contact us so we can help investigate the delivery.

Delivery schedules may occasionally be affected by severe weather, transportation disruptions, public holidays, peak shopping periods, unusually high carrier volume, or other circumstances outside our control. When we become aware of a meaningful delay, we will do our best to keep customers informed.

Yes. Orders containing multiple items may occasionally be shipped separately because of item availability, fulfillment location, or packaging requirements. If this happens, the shipments may arrive on different dates and separate tracking information may be provided.

Customers are responsible for providing a complete and accurate shipping address, including the street address, apartment or unit number, city, state, and ZIP code. If an order is returned because of an incorrect or undeliverable address, additional shipping charges may apply if the order needs to be shipped again.

Eligible items may be returned within 30 calendar days from the date the order is marked as delivered. Return requests submitted after this period generally cannot be accepted.

Returned items should be sent within the eligible return period and must generally be unused and in their original condition. Items should include their original packaging, accessories, and any other components supplied with the order. Proof of purchase or a valid order number is also required.

Contact our support before sending an item back. Our team will review your request and, when the return is approved, provide the appropriate return instructions. Please do not send a return without receiving return authorization first.

If the return is due to an issue caused by us, such as receiving a damaged, defective, or incorrect item, we will provide return instructions and, once approved, a prepaid return shipping label

Approved returns, including change-of-mind returns, receive a prepaid return shipping label at no cost.

Restocking Fee: $0.00 USD

Direct exchanges are not currently offered. If you would prefer a different product, you can return the eligible item according to the return policy and place a separate order for the product you would like instead.

Items may not qualify for return if they have been used, damaged through improper handling after delivery, returned without required original packaging or accessories, or submitted after the 30-day return window. Gift cards, if offered, are also not eligible for return.

Once the returned item has been received and inspected, an approved refund is typically processed within 10 business days. After we issue the refund, your bank or payment provider may require additional processing time before the funds appear in your account.

Approved refunds are issued to the same payment method originally used for the purchase. Refunds cannot normally be redirected to a different card, account, or payment method.

First, check your payment account or bank statement. You can also contact your payment provider or bank to ask about their refund posting times. If you have completed these checks and still cannot locate the refund, contact our support and we will help investigate the status.

Contact us within 48 hours of delivery and provide your order number, clear photographs of the item, photographs of the outer packaging, and a short description of the issue. We will review the case and determine the appropriate resolution, which may include a replacement or refund depending on the circumstances.

If you return an otherwise eligible item simply because you changed your mind, original outbound shipping charges are generally non-refundable. For damaged, defective, or incorrect items caused by an issue on our side, there is no deduction for the original shipping charge.

Yes, eligible promotional orders can be refunded according to the applicable return and refund terms. When a discount code, promotional offer, or store credit was used, the refund reflects the amount actually paid rather than the original full price.

If your tracking information shows no movement for an extended period or the shipment appears to be lost, contact our support. We can work with the responsible carrier to investigate the shipment and determine its status. Carrier investigations can take some time, so we appreciate your patience while the case is reviewed.

Please contact us within 48 hours of delivery. Include your order number, clear photographs of the damaged product and the outer shipping packaging, along with a short explanation of the damage. This allows our team to review the issue and determine the appropriate next step.

If a package is refused or returned as undeliverable for reasons not caused by shipping damage, carrier error, or an issue on our part, the original outbound shipping cost and applicable carrier return fees may be deducted from any eligible refund once the package is returned to us.