Customer Service

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  Customer Service: We can be contacted by email at sleepwell@pacificpillows.com. We will respond to all email inquiries within 1 business day. We are dedicated to resolving any customer service issue in a timely manner. Order confirmation and shipping confirmation emails will be sent. Order status information is available 24 hours a day at our website.
  
  
• Contact Information:

• Email - sleepwell@pacificpillows.com
  

• Customer Service Phone number 1-800-720-6973 (available from 10am-6pm Eastern)
  

• Address - 1475 S Acoma St, Denver CO, 80223
  


• Shipping: Shipping and handling to the continental United States by ground service is $5.00 regardless of the size of the order placed.Shipping rate is subject to change without notice. Next day shipping is substantially more and varies based upon where the item is being sent. Shipping to Hawaii, Alaska, PO Boxes, US territories, US protectorates, APO/FBO addresses, and other US minor outlying islands varies based upon where the item is being sent. All orders placed before Noon Eastern Monday-Friday will be shipped the same day. Orders placed after Noon Eastern Monday-Friday will be shipped the next business day. Orders placed on Saturday, Sunday or a Federal Holiday will ship the following business day. We do not ship orders to any location outside of the United States. We do not ship orders to addresses that are not registered with your credit card company. We reserve the right to contact your credit card company in order to verify that an address is approved for shipment under Address Verification Guidelines. Orders shipping by ground should arrive within 7 days after the order is placed; however, please allow for 8 days.
  
  
• Return Policy - 30 Night Comfortable Sleep Guarantee: Pacific Pillows has a 30 Night Comfortable Sleep Guarantee.
Any item can be returned for any reason to Pacific Pillows within 30 nights of the date that the order is placed on the Pacific Pillows website providing that the item is in LIKE NEW condition. To accomodate Holiday shoppers, any orders placed November 15th of later can request a return up until January 15th, or 30 days from the date of delivery for orders later in December  The guidelines below clarify our return policy so that there are no misunderstandings. These guidelines may seem like a lot as they were created by our resident lawyer, but in actuality the return policy is fairly liberal and easy to understand. The key is that if you are going to return products you must request a return authorization number within 30 days by emailing sleepwell@pacificpillows.com or calling 1-800-720-6973 and any items you return must be in like new condition. The customer is responsible for return shipping, and may use any carrier of their choosing. Pacific Pillows offers return labels at $8 per label used. The amount per label used will be deducted from the refund amount of the product purchase price.


• Cancelling Your Order: Unfortunately, once your order has been transmitted from our office to our warehouse it cannot be cancelled for any reason and if you wish to cancel your order you will need to follow the return process outlined below. Once an order is in the warehouse it is impossible to dig through the thousands of boxes that we ship out to cancel an individual order.
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  Return Process: If you need to return your order you will need to contact us by email at sleepwell@pacificpillows.com before you return any product that you have ordered from our website. We will issue a return authorization number (RA number) that you must write on the box that you are using to return any product. At this point it will be your responsibility to return/pay for any costs associated with the return to include the cost of shipping the product to our warehouse. Any items returned without RA numbers will be refused. All items must be returned by mail or shipping only to the following address:  Pacific Pillows, 1475 S Acoma St, Denver CO, 80223. There is no other address. Customers are not permitted to return items in person as our warehouse is a fulfillment center only. where items can be returned.
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  Refusing an Order: Orders that are refused will be treated as a return but assessed a $15 refusal and the actual cost of shipping the order will be deducted from any refund. Refusing a package causes an automatic charge assessed to us, this is not a cost of doing business as you paid for shipping then elected not to receive the item.
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  Refund Process: Upon receipt of the item we will refund your credit card with the full purchase price of the items returned. Additionally, as stated above you are responsible for paying for the costs to ship the product you return to our warehouse; the amount that you pay to return the item to our location.
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  Condition of the Product:  To be eligible to return product to Pacific Pillows under our 30 Night Sleep Comfortable Sleep Guarantee any product you return must be in LIKE NEW condition. When we get product returned to our warehouse that is not brand new we have to either a) return this product to the manufacturer for a refund or b) donate the product to charity. If the product is not in like new condition we are unable to take either of these actions. For this reason: 1) any product that has been damaged or stained cannot be returned, 2) any product that has been used in an environment where persons have smoked near the product cannot be returned, and 3) any product that is missing any of its original retail packaging or labels cannot be returned. If you return any product that is not eligible to be returned, Pacific Pillows at its discretion will either refuse your return shipment or we will refund only 50% of the purchase price of the items returned.
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  Missing Product/Incorrect Product Shipped/Items that Arrive Damaged: At least two people inspect every item we ship before it leaves the warehouse to ensure that you are receiving high quality products and that you are receiving the correct product that you ordered. Therefore, if you received damaged product or are missing any items the problem likely occurred after your order was picked up from our warehouse by the carrier. In order for us to file a claim with the carrier we must be notified of the problem immediately.  Therefore, if you receive product that is damaged, find that certain items are missing from your order, or if you receive the incorrect item you must send our customer service department an email at sleepwell@pacificpillows.com within 7 days of receipt of your order. Items reported as having arrived damaged  after 7 days of the receipt of your order cannot be returned. If you report a missing item or incorrectly shipped item after 7 days of the receipt of your order we will investigate your claim, but you are not guaranteed to receive a replacement item.
  
  
• Pillow Request Form



• Sales Tax: We charge 4.35% sales tax for any order shipping to the State of Colorado.



• Coupon Policy: PacificPillows.com reserves the right to limit each household to use any given coupon only one time. Only one coupon can be used on any given order. In cases where a coupon makes the total order including shipping under $20.00 and a customer has selected the $5 UPS Ground Shipping Promotion, PacificPillows.com reserves the right to ship an order by any shipping method. If PacificPillows.com chooses to honor multiple orders placed by the same person or household using the same coupon, PacificPillows.com reserves the right to combine said multiple orders into a single shipment without refunding any shipping amounts accessed on each of the multiple orders. If you take advantage of a free shipping coupon code, $5 will be deducted from the return amount upon receipt of return.