Shipping Policy

At Pillow Cloud, we aim to deliver your order as quickly, safely, and efficiently as possible. This Shipping Policy explains how we process, ship, and handle orders placed through our website.

By placing an order with Pillow Cloud, you agree to the terms outlined below.

Order Processing Time

All orders are processed within 1 to 2 business days after the order is placed.

Processing time includes order verification, payment confirmation, quality checks, and preparation for shipment.

Please note that processing times do not include weekends or public holidays. During high-demand periods, promotions, holidays, or unexpected operational delays, processing times may be slightly extended.

Order Cancellation

Please be aware that once an order has been shipped, we are unable to cancel it, as it has already entered the shipping process.

If your order has not yet been processed or shipped, you may contact our support team as soon as possible to request a cancellation. However, cancellation is not guaranteed.

If your order has already shipped, you may wait for the package to arrive and then contact our support team to begin the return process, subject to our Return and Refund Policy.

Shipping Locations

Pillow Cloud currently ships to the following countries:

• Canada;
• Australia;
• United States;
• United Kingdom;
• New Zealand.

Orders placed from countries outside our available shipping regions may be cancelled and refunded.

Estimated Shipping Transit Times

Estimated delivery times may vary depending on your location, shipping carrier, customs processing, and other factors outside our control.

Our estimated shipping transit times are:

• Canada: 1–2 business days;
• Australia: 2–4 business days;
• United States: 1–4 business days;
• United Kingdom: 3–4 business days;
• New Zealand: 4–6 business days.

These timeframes are estimates only and are not guaranteed.

Shipping delays may occur due to weather conditions, customs processing, carrier disruptions, incorrect address information, peak seasons, holidays, local delivery issues, or other unforeseen circumstances.

Shipping Carriers and Tracking

We work with reliable shipping carriers to provide fast and secure delivery.

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number, when available.

You can use this tracking number to monitor the status of your delivery.

Please allow some time for the tracking information to update after the carrier receives the package.

Shipping Costs

Pillow Cloud offers free shipping on all orders.

Any applicable shipping promotions, discounts, or delivery offers may be changed, limited, or discontinued at any time at our discretion.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing accurate and complete shipping information at checkout.

Please make sure your shipping address includes all required details, such as:

• Full name;
• Street address;
• Apartment, unit, suite, or building number, if applicable;
• City;
• State or province;
• Postal or ZIP code;
• Country;
• Phone number, if required by the carrier.

If a package cannot be delivered due to an incorrect, incomplete, or outdated address provided by the customer, the customer may be responsible for any additional shipping costs, return fees, reshipping fees, or carrier charges.

Pillow Cloud is not responsible for delivery failures caused by incorrect customer-provided information.

Undeliverable Packages

If a package is returned to us because it could not be delivered, we may contact you to arrange reshipment.

Additional shipping costs may apply if the package was undeliverable due to:

• Incorrect or incomplete address;
• Failed delivery attempts;
• Refusal of delivery;
• Failure to collect the package;
• Carrier inability to access the delivery location;
• Any other issue caused by customer-provided information or customer inaction.

If the customer does not respond or refuses to pay applicable reshipping costs, the order may be treated according to our Return and Refund Policy.

Lost, Delayed, or Missing Packages

If your package appears to be delayed or lost, please contact our support team at:

contact@pillowcloud.com

If your tracking information shows that the package has been delivered but you have not received it, please first check:

• Around your delivery location;
• With neighbors, building reception, or household members;
• With your local carrier or delivery office.

Once a package is marked as delivered by the carrier, Pillow Cloud may not be responsible for theft, loss, or misplacement after delivery. However, our support team will review the situation and assist where possible.

Damaged Packages

If your package arrives damaged, please contact us as soon as possible.

Please include:

• Your order number;
• Photos of the damaged packaging;
• Photos of the product received;
• A brief explanation of the issue.

Damage claims must be reviewed by our support team before any replacement, refund, or resolution is offered.

Customs, Duties, and Taxes

Depending on your location, orders may be subject to import duties, customs fees, taxes, or other charges imposed by local authorities.

These charges, if applicable, are the responsibility of the customer unless otherwise stated at checkout.

Pillow Cloud is not responsible for delays caused by customs inspections, local authorities, or import procedures.

Delivery Delays

While we work hard to ensure timely delivery, shipping times are estimates and may vary.

Pillow Cloud is not responsible for delays caused by:

• Weather conditions;
• Customs processing;
• Carrier disruptions;
• Incorrect or incomplete shipping details;
• Public holidays;
• Peak shopping seasons;
• Local delivery restrictions;
• Events outside our reasonable control.

A shipping delay does not automatically qualify an order for cancellation or refund once the order has already been shipped.

Contact Information

If you have any questions or concerns about your order, shipping status, delivery issue, or tracking information, please contact us at:

Pillow Cloud Customer Support
Email: contact@pillowcloud.com

Average response time: 24 hours.