Refund policy

Return & Refund Policy

We want every Shoulder Sleeper customer to feel confident in their recovery. If you need to return or exchange your purchase, please use our official Loop Returns Portal: shouldersleeper.com/apps/returns

Refunds

  • 0–15 days from delivery: Eligible for a refund (minus a small handling/restocking fee).

  • 16–30 days from delivery: Eligible for a 50% refund (minus a small handling/restocking fee).

  • After 30 days, refunds are not accepted.

Exchanges

  • Exchanges are allowed up to 30 days from delivery.

  • A small handling fee applies.

  • Once your exchange request is submitted through Loop, a new order is automatically created and ships out the same day(M-F & before 12PM PST).

  • If the requested variant is unavailable, you may opt for a refund under the rules above.

Conditions

  • All items must be returned in original condition with all included contents (pillow, cover, extended strap, and accessories).

  • Items showing damage, excessive wear, or missing components may be declined or refunded at a reduced amount.

  • Final sale items are not eligible for return or exchange.

Return Process

  1. Start your return/exchange: Go to our shouldersleeper.com/apps/returns and enter your order details.

  2. Repack your items: Use the original packaging when possible and include all components.

  3. Ship it back: A prepaid return label is generated through Loop. Return shipping and handling fees are deducted from your refund or exchange.

  4. Refund or exchange issued: Refunds are processed back to your original payment method within 3–5 business days after inspection. Exchange orders ship out immediately once submitted.

Gifts

  • Any gift purchase return is treated as a standard return.

  • Refunds will be issued back to the original purchaser’s payment method within 3–5 business days after inspection.

  • Exchanges for gifted items can be requested within the same 30-day window.

International Orders
All international orders are considered final sale and are not eligible for returns, refunds, or exchanges.

📌 Note: All returns and exchanges must be initiated through the Loop Returns Portal. Requests made outside of Loop (email, phone, Shopify self-serve) will not be processed.