Shoulder Sleeper — Returns & Exchanges Policy

The 30-Night Comfort Guarantee

We want you to love how you sleep. If the Shoulder Sleeper pillow isn't the right fit, you can return or exchange it within 30 days of delivery. Slept on it and it's just not for you? That's exactly what the guarantee is for.

The 30-Night Comfort Guarantee applies to orders shipped within the United States. We do not accept returns or exchanges on international orders. All international sales are final.

Returns — Checkout+

At checkout you can add Checkout+ for $4.98. Checkout+ is available on U.S. orders only.

With Checkout+: you get a full refund of the product price, with no deductions. Return shipping is on you: ship it back yourself, or buy a prepaid label through our returns portal.

Without Checkout+: you can use our prepaid return label. A $15 return-shipping fee and a $20 cover fee are deducted from your refund ($35 total). The cover can't be resold for hygiene reasons, which is why the cover fee applies.

Either way you're protected by the 30-Night Comfort Guarantee. Checkout+ gets you your full product price back. Most customers add it.

Exchanges

Need a different side, size, or product? Start an exchange anytime in the returns portal. A flat $24.99 exchange fee applies (free whenever the reason is our error — a defective, damaged, or incorrect item). We cover shipping both ways. Exchanges are available on U.S. orders only.

Price differences: trade up to a higher-priced item, you pay the difference; trade down, you receive the difference as store credit.

An exchange is often the fastest way to make it right — swap your side or size in seconds.

Bundles

Only the Shoulder Sleeper pillow can be returned or exchanged — whether you bought it on its own or as part of a bundle. If your bundle includes the pillow, the pillow follows the same 30-day terms above (full product refund with Checkout+ and you cover return shipping, or $35 deducted without it; exchanges $24.99, free if it's our error), and Checkout+ covers the pillow only.

All other items in a bundle are final sale and stay yours. If anything in your bundle arrives damaged, defective, or incorrect, we'll cover that item — contact customersupport@shouldersleeper.com.

How to start a return or exchange

Everything runs through our returns portal, powered by Loop: [returns portal link]

The returns portal serves U.S. orders only.

1. Enter your order number and email.
2. Choose exchange or return and pick a reason.
3. Get your next steps instantly — a prepaid label for exchanges and for returns without Checkout+, or, for returns with Checkout+, the option to buy a prepaid label or ship it back yourself.

Return conditions

• Orders shipped outside the United States are not eligible for return or exchange. All international sales are final.
• Requests must be started within 30 days of delivery.
• Please return the pillow with its foam insert and straps. The washable cover is discarded on every return for hygiene.
• Returns should arrive in resalable condition apart from normal trial use. Items returned stained, soiled, torn, pet-exposed, or with damaged/missing components may receive a partial refund or be declined.
• Original shipping charges are non-refundable (this doesn't affect free-shipping orders).
• Refunds are issued to your original payment method within 5–10 business days after we receive and inspect your return.

Checkout+ covers fees, not damage. Checkout+ waives the cover fee and return-shipping deductions — it does not cover a pillow returned in destroyed condition. Regardless of whether you have Checkout+, if a pillow comes back damaged, soiled, or unusable beyond normal trial use, you're responsible for that condition, and we may reduce or decline the refund accordingly. Normal use during your 30 nights is always fine.

1-Year Limited Warranty

Beyond the 30-day return window, your pillow is covered by a 1-year limited warranty against manufacturing defects — seam or stitching failure, strap or buckle failure, or foam that degrades beyond normal use. We'll repair or replace the defective 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, contact customersupport@shouldersleeper.com with your order number and a photo of the issue.

Bought ahead for a procedure?

If you ordered in advance of surgery or treatment and your plans changed, reach out — we'll work with you. Contact customersupport@shouldersleeper.com and our team will find the right option. This applies to U.S. orders only.

Damaged Returns

All pillows must be returned in resellable condition, showing only normal wear from your 30-day trial. Whether or not you purchased Checkout+, any pillow returned to us with a damaged, soiled, stained, or otherwise unusable cover will be subject to an additional $20 damage fee, deducted from your refund. Checkout+ waives the standard cover fee and return-shipping deductions — it does not cover damage caused by the customer. For significant damage, we reserve the right to reduce or decline the refund entirely.

Damaged, defective, or wrong item

If your order arrives damaged, defective, or incorrect, we cover everything — regardless of Checkout+. Just contact customersupport@shouldersleeper.com with a photo within 30 days and we'll make it right.

For international orders, contact us with a photo within 30 days and we'll resolve it directly with you. We do not accept return shipments from outside the United States.

All other products are final sale

All products other than the Shoulder Sleeper pillow — including supplements, therapy wraps and braces, wedge systems, accessories, apparel, and add-ons — are final sale and not eligible for return or exchange.

The only exceptions are issues outside your control: the item arrives damaged or defective, or the wrong item was shipped. Contact customersupport@shouldersleeper.com within 30 days and we'll take care of it.

Scope & contact

This policy applies to U.S. direct-to-consumer orders placed on our website. We do not accept returns or exchanges on international orders — all international sales are final. Wholesale and clinical accounts are governed by separate terms.

We reserve the right to limit or decline returns that don't meet these conditions or that reflect a pattern of excessive returns (one guarantee per customer/household).

Questions? customersupport@shouldersleeper.com