Customer Care

We’re Here to Help

At Pillowee, we want your shopping experience to feel simple, clear, and comfortable from the moment you begin browsing until your order arrives.

Our Customer Care team is here to help with product questions, sizing, pillow and pillow-cover details, order updates, shipping, damaged items, and other concerns related to your purchase.

Whether you are choosing the right design for your space or need help with an existing order, we will do our best to provide clear and helpful support.

How Can We Help?

You can contact us for assistance with:

  • Product information

  • Pillow and pillow-cover questions

  • Available sizes and materials

  • Order confirmation

  • Order status and tracking

  • Shipping and delivery questions

  • Address corrections

  • Damaged, defective, or incorrect items

  • Returns, refunds, and replacements

  • General questions about Pillowee

For questions about an existing order, please include your order number and the email address used at checkout. This will help us review your request more quickly.

Product Questions

We understand that shopping online can make it difficult to judge size, color, texture, and product details.

Before placing your order, please review the product description, size options, materials, care instructions, and product images carefully.

Please also check whether the listing is for:

  • A complete pillow with an insert

  • A pillow cover only

  • A product with multiple size or material options

This information will be clearly shown on the individual product page. If anything is unclear, please contact us before ordering.

Order Changes and Cancellations

Pillowee products may be made specifically after an order is placed. Because production can begin shortly after checkout, order changes or cancellations may not always be possible.

Contact us as soon as possible if you need to change:

  • Your shipping address

  • The selected product

  • The size or variant

  • The quantity

  • Other order information

We will review the order status and let you know whether the requested change can still be made.

Submitting a request does not guarantee that an order can be changed or canceled after production has started.

Production and Shipping

Many Pillowee products are made to order. This helps us create products specifically for each customer, but it also means that your order may require production time before it is shipped.

Your estimated delivery time may include:

  1. Order processing

  2. Product preparation and production

  3. Shipping to your address

Tracking information will be sent when it becomes available. Tracking updates may take a short time to appear after the shipping label is created.

Delivery times can vary depending on the product, shipping destination, carrier, holidays, weather conditions, and other circumstances outside our control.

Please review our Shipping Policy for complete information about production and delivery.

Tracking Your Order

Once your order ships, you will receive tracking information by email.

Please allow some time for the carrier’s system to update. In some cases, a tracking number may be created before the package begins moving.

If your tracking information has not updated for several business days, contact us with your order number. We will review the available shipping information and help you understand the next steps.

Damaged, Defective, or Incorrect Items

We carefully want every Pillowee order to arrive in good condition. If your item arrives damaged, defective, misprinted, or different from what you ordered, please contact us promptly.

Include:

  • Your order number

  • A clear description of the issue

  • Photos of the complete item

  • Close-up photos showing the problem

  • A photo of the shipping package and label, when relevant

These details help us review the issue and determine the appropriate solution.

Depending on the circumstances, an eligible order may receive a replacement, refund, or another suitable resolution in accordance with our policies.

Please do not discard the product or packaging until your request has been reviewed.

Returns and Refunds

Because some Pillowee products are made to order, return eligibility may be different from that of traditional retail products.

We encourage customers to carefully review the following before ordering:

  • Product description

  • Size

  • Color

  • Material

  • Pillow or cover-only information

  • Care instructions

  • Shipping address

Refunds, returns, and replacements are reviewed according to our Refund and Return Policy.

Products generally cannot be returned simply because of a change of mind unless our posted policy specifically allows it. However, damaged, defective, incorrect, or misprinted products will be reviewed carefully.

Please read our complete Refund Policy before making a purchase.

Address Problems

Customers are responsible for entering a complete and accurate shipping address during checkout.

Please check:

  • Full name

  • Street address

  • Apartment or unit number

  • City

  • State

  • ZIP code

  • Contact information

If you notice an error, contact us immediately. We will try to update the address when possible, but changes cannot be guaranteed after production or shipping has begun.

Additional charges may apply when an order must be reshipped because the original address was incomplete or incorrect.

Color and Size Information

Colors may appear slightly different depending on your screen, lighting, and display settings. Small variations between the product image and the finished printed item may also occur.

Product dimensions are listed on each product page. We recommend measuring your space or an existing pillow before selecting a size.

Please do not rely only on the appearance of the product in a mockup. Always check the listed measurements before purchasing.

Response Time

Our Customer Care team aims to respond within 1–2 business days.

During holidays, promotional periods, or times of high order volume, responses may take a little longer. Sending multiple messages about the same request may delay our ability to respond efficiently.

Customer Care hours and response times are based on business days and do not include weekends or U.S. federal holidays.

Contact Pillowee

Use the contact form below and provide as much information as possible.

For order-related questions, include:

  • Your full name

  • Order number

  • Email address used at checkout

  • Reason for contacting us

  • Relevant photos, when needed

You can also reach us at:

Email: pilloweecovers@gmail.com
Response time: Within 1–2 business days

Replace the email above with your official Pillowee customer-support email before publishing.

Our Customer Care Promise

Our goal is to provide honest information, respectful communication, and helpful solutions.

We may not be able to approve every cancellation, return, or refund request, but we will review each eligible concern carefully and explain the available options clearly.

Your home should feel comfortable, personal, and special. We want your experience with Pillowee to feel the same.

Have a question? Send us a message below, and the Pillowee Customer Care team will be happy to assist you.