Refund policy
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 — no hassle.
Returns — free with Checkout+
At checkout you can add Checkout+ for $4.98.
- With Checkout+ — your return is 100% free. We cover return shipping with no deductions from your product refund.
- Without Checkout+ — 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+ just makes it completely free. 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.
- Price differences: trade up to a higher-priced item, you pay the difference; trade down, you receive the difference as store credit.
- If you received an item through an exchange and later want to return it for a refund, standard return terms apply (free with Checkout+, or the $35 fee without it).
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 (free return with Checkout+, $35 without; 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]
- Enter your order number and email.
- Choose exchange or return and pick a reason.
- Get your prepaid label and next steps instantly.
Return conditions
- 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 your return shipping and cover fee — 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.
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 standard return shipping and cover fees — 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.
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. International orders and wholesale/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
