Welcome to Pillowpapa !
We did our best to try and answer all the common questions below, but please feel free to contact us if you have any additional questions or comments.
About Ordering
How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized.
If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed, will be subject to a cancellation fee of USD 0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.
Please note that any orders that have already been packed or shipped cannot be canceled.
How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuation.
If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead.
Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped.
Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination’s customs department will have the package on hold.
How long until I get my items？
The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order.
We are not responsible for delays caused by the customs department in your country.
How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.
You can track your order here.
What Do I Do If I Have Missing Items In My Order?
If something is still missing, please contact us immediately. We will resend as soon as possible or money back.
About Shipping and Customs
Do your prices include any import/ custom taxes or other taxes?
No they don’t. In some cases, products from outside of your home country require additional taxes, such as import taxes and customs, to be paid. This depends on the product and destination country.
Also, domestic taxes may apply in different scenarios. Any and all such taxes will be under the responsibility of the customer only, and we will not be held responsible for these.
When will my order be processed?
All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.
We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
I ordered several items in one order but received them separately. Why?
Most of our products are shipped from our various warehouses and fulfilment centers, in order to make logistics more efficient, and to save you as much money as possible. Therefore, items that are ordered together may by shipped individually from different locations, and may arrive to you separately.
In any case, all items should arrive within our declared shipping schedules. If for some reason the items do not arrive when they should, please contact us
If I order several items, will they arrive in the same packages?
Sometimes items from the same order will have to be packaged and sent separately, due to logistical reasons.
About Returns
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective.
Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our best to resolve your case as soon as possible.
How do I return an item?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order.
Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.
Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
