Shipping policy

PILLOW FLOW LLC – SHIPPING POLICY

Last Updated: December 17, 2025

Thank you for shopping with PillowFlow™. This Shipping Policy explains how we process, ship, and deliver orders, and what to expect after purchase.

1. ORDER PROCESSING TIMES

Orders are processed Monday–Friday, excluding U.S. federal holidays.

Standard processing: 1–2 business days
High-volume periods (sales/holidays): 2–4 business days
Orders placed after 2:00 PM Eastern Time begin processing the next business day.

Note: Processing time is separate from shipping/transit time.

2. SHIPPING CARRIERS

We ship using one or more of the following carriers:

FedEx Ground
UPS Ground
USPS Ground Advantage
USPS Priority Mail (when available)

The carrier used may depend on destination, service level selected, warehouse inventory, and package size/weight.

3. ESTIMATED DELIVERY TIMES (TRANSIT)

Domestic U.S. Shipping (estimates):

FedEx Ground: 2–6 business days
UPS Ground: 2–6 business days
USPS Ground Advantage: 2–5 business days
USPS Priority Mail: 1–3 business days

Delivery timelines are estimates, not guarantees, and may vary due to weather, holidays, carrier delays, service disruptions, or remote locations.

4. SHIPPING FEES

Shipping fees are calculated at checkout based on carrier rates, destination, package weight/dimensions, and selected service level.

Free shipping promotions (when offered) apply automatically if your order qualifies and meet the promotion terms listed on the site.

5. ORDER TRACKING

Once your order ships, you will receive a shipping confirmation email with:

Tracking number
Carrier name
Tracking link

Tracking may take up to 24 hours to update after the carrier receives the package.

6. INCORRECT OR INCOMPLETE ADDRESSES

Customers are responsible for providing a complete and accurate shipping address.

If an address is incorrect or incomplete, issues may include delays, returns, misdelivery, or loss. In such cases:

We are not responsible for carrier misdelivery due to address errors provided at checkout
Reshipping fees may apply
Carrier rerouting may not be possible after dispatch (carrier rules vary)

If your order has not shipped yet, contact us immediately at support@pillowflow.com.

7. LOST, STOLEN, OR MISSING PACKAGES

Delivered but not received

If a carrier marks a package as “Delivered,” we generally consider it delivered to the address provided at checkout based on carrier confirmation.

Pillow Flow LLC is not responsible for:

Theft after delivery (porch piracy)
Packages marked delivered to the correct address but later stolen
Delivery delays outside our control

However, we will support you through the investigation process.

If marked “Delivered” but not received:

Check mailbox/parcel lockers, porch, garage, and surrounding areas
Check with neighbors, building management, or your leasing office
Wait 24 hours (carriers sometimes scan early)
Contact the carrier directly and request GPS delivery confirmation (when available)
File a missing package claim with the carrier
Email us your claim details so we can assist

8. DAMAGED PACKAGES

If your package arrives damaged:

Take clear photos of the outer box, shipping label, internal packaging, and product
Email us within 48 hours of delivery at support@pillowflow.com

Damage reports submitted after 48 hours may limit replacement options, especially if the carrier refuses a claim.

9. SHIPPING RESTRICTIONS

We currently ship within the United States only.

We do not ship to:

International destinations
APO/FPO/DPO addresses (at this time)

P.O. Boxes

USPS may deliver to P.O. Boxes
UPS/FedEx typically cannot deliver to P.O. Boxes

If a P.O. Box is provided and the order is assigned to UPS/FedEx, shipment may be delayed, require address confirmation, or be canceled.

10. MULTIPLE ITEMS / SPLIT SHIPMENTS

Most orders ship in one package. If items ship separately, you will receive multiple tracking numbers.

11. FAILED DELIVERY ATTEMPTS / RETURNS TO SENDER

If the carrier cannot deliver due to:

No secure drop location
Incorrect address
Full mailbox/locker
Restricted access (gated buildings, leasing office refusal, etc.)

the carrier may return the package to us.

In these cases:

Return shipping fees may be deducted from a refund (if applicable)
Reshipment fees may apply
Refund eligibility follows our Return & Refund Policy

12. FREE SHIPPING PROMOTIONS (IF OFFERED)

Unless otherwise stated on the promotion:

Minimum order value must be met before taxes and after discounts
Applies to standard shipping only
Applies only to U.S. domestic orders
Not valid for expedited services
We reserve the right to modify or end promotions at any time
Promotions do not override processing times or carrier delays

13. LOST PACKAGE ESCALATION PROCESS

If your package is missing, please escalate with the carrier first:

UPS Claims: ups.com/support/claims
FedEx Claims: fedex.com/en-us/customer-support/claims.html
USPS Missing Mail: usps.com/help/missing-mail.htm

After filing a claim, email us at support@pillowflow.com with:

Order number
Tracking number
Carrier name
Claim reference number
Delivery address
Screenshots of the tracking page

14. LOST PACKAGE EMAIL TEMPLATE (CUSTOMER → PILLOWFLOW)

Subject: Lost Package – Order #[ORDER NUMBER]

Hello PillowFlow Support Team,
My package for Order #[ORDER NUMBER] is marked as “Delivered,” but I have not received it.

I have already:

Checked my mailbox/porch/surrounding areas
Confirmed with neighbors/building management
Waited 24 hours after the delivery scan
Contacted the carrier
Filed a missing package claim with: UPS / FedEx / USPS
Claim reference number: [INSERT CLAIM #]

Details:
Full Name:
Shipping Address:
Tracking Number:
Carrier: UPS / FedEx / USPS
Date Marked Delivered:
Notes:

Thank you,
[YOUR NAME]

Send to: support@pillowflow.com

15. SUPPORT RESPONSE TIMES

We typically respond within 1–2 business days (excluding holidays). During high-volume periods, responses may take longer.

16. CHANGES TO THIS SHIPPING POLICY

We may update this Shipping Policy at any time. Updates become effective once posted on our website.