Shipping & delivery
Dispatch is same-day from Los Angeles. The rest of the detail is below.
Shipping policy
On this page
1Dispatch and cut-off
Orders placed on a business day before the afternoon carrier collection leave the same day. Anything after that, or on a weekend or public holiday, goes out on the next business day. The transit figures below start from dispatch.
2Transit times
| Destination | Typical transit | Cost |
|---|---|---|
| United States, mainland | 2–3 business days | Free on the current promotion |
| Alaska, Hawaii, US territories | 5–9 business days | Free on the current promotion |
| Canada | 7–14 business days | Shown at checkout |
| United Kingdom and EU | 9–16 business days | Shown at checkout |
| Rest of world | 12–22 business days | Shown at checkout |
These are estimates from the carriers, not guarantees. Weather, customs and seasonal peaks move them.
3Carriers
Domestic parcels travel with FedEx, USPS or UPS depending on destination and size. International parcels are handed to a partner carrier and then to the destination country’s postal service for final delivery.
4Tracking
A tracking number is emailed when the carrier scans the label. It can take up to 24 hours before the first movement shows, which is normal. If the number has not moved after five business days, email us the order number and we will open a trace.
5Duty and import tax
Outside the United States, any duty, VAT or customs handling charge is set by the destination country and is payable by the recipient. We cannot pre-pay it, cannot estimate it reliably, and will not declare a parcel as a gift to reduce it.
6Missing, late or damaged parcels
Marked delivered but not received
Check with the household and immediate neighbours first — most turn up within a day. If not, email us within seven days of the delivery scan. We trace it, and if the trace fails we replace the order at our cost.
Arrived damaged
Photograph the outer carton and the pillow before discarding packaging, and send the photos within seven days. Transit damage is replaced.
7Address changes and split orders
An address can be changed only before the label is generated, so email immediately. Once the carrier holds the parcel it must complete its journey and return to us as a return. We do not split one order across multiple addresses — place separate orders instead.