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Payments & Safety
Is my payment data safe with you?
Do you accept online payments?
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
What forms of payment do you accept?
We accept payments from major credit card companies like Visa, Mastercard, and American Express.
Shipping & Delivery
How long does it take to get my products?
Domestic shipping can take up to 5 business days.
Foreign shipping could take up to 14 business days.
Due to global supply chain challenges, shipping times could be longer than usual.
Do you ship internationally?
Yes, we ship our products all over the globe.
Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.
How much does it cost?
Shipping rates can vary depending on your region and are calculated at checkout.
Here are the full details of our Shipping Policy.
Do you ship to my area?
A full list of all of our shipping areas can be found here.
If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.
Is there free shipping?
Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping..
Warranty & Repair
Do you offer warranty for your products?
Yes. Every Shoulder Sleeper pillow is covered by a 1-year limited warranty against manufacturing defects — including seam or stitching failure, strap or buckle failure, or foam that breaks down beyond normal use. If a defect appears within one year of your purchase, we'll repair or replace the item at no charge.
The warranty does not cover normal wear, cosmetic changes, or damage from misuse, improper washing, or accidents. To make a claim, email customersupport@shouldersleeper.com with your order number and a photo of the issue.
My pillow has a defect, what do I do?
Email customersupport@shouldersleeper.com with your order number and a photo of the issue. We'll review it and get a repair or replacement moving, usually within a couple of business days. Don't send anything back until we ask you to.
Is normal wear or accidental damage covered?
The warranty covers manufacturing defects only, things like seam, strap, or foam failure. It doesn't cover normal wear over time, cosmetic changes, or damage from accidents, misuse, or improper washing. If you're not sure which one you're dealing with, send us a photo and we'll take a look.
Returns & Refunds
Do you offer refunds?
Yes. The Shoulder Sleeper pillow is covered by our 30-Night Comfort Guarantee — if it's not the right fit, return it within 30 days of delivery for a refund. Add Checkout+ ($4.98) at checkout and your return is 100% free; without it, a $35 fee applies ($15 return shipping + $20 cover). All other products are final sale unless they arrive damaged, defective, or incorrect.
How long after I complete a purchase can I ask for a refund?
You have 30 days from the date your pillow is delivered to start a return. Just head to our returns portal at shouldersleeper.com/apps/returns with your order number and email.
How much can I get refunded?
You get the full price of the pillow back. If you have Checkout+, there are no deductions. Without Checkout+, a $35 return fee ($15 shipping + $20 cover) comes out of your refund. Original shipping charges aren't refundable, and a pillow returned damaged or unusable beyond normal use may be refunded partially or declined.
Please check our Terms of Service to see if you're eligible for a refund.
Who pays the shipping costs in the case of a refund when the order doesn't have free shipping?
With Checkout+, we cover return shipping completely. Without Checkout+, a $15 return-shipping fee applies. Either way, the original shipping charge you paid at checkout is non-refundable.
Who pays the shipping costs in the case of a refund when the order has free shipping?
With Checkout+, your return is free — we cover it. Without Checkout+, a $15 return-shipping fee is deducted from your refund. Since your original order shipped free, there's no outbound shipping charge to hold back.
