FAQ
General & Product Information
How do I adjust my pillow?
Our pillows have a zipper that is located on the side of the pillow. Review our guide for adjusting your pillow for more information and be sure to review the safety information before making adjustments.
Which pillow is best for me?
We put together this helpful guide to help you decide which pillow to purchase. If you have any additional questions, feel free to reach out to us at support@cloudwaypillows.com.
What are the pillows filled with?
How do I wash / take care of my pillow?
To keep your pillow in the best condition, consider using a pillow cover as well as a pillow case to keep it clean and protect it from daily wear. Regularly fluff the pillow to maintain its shape and comfort.
Our pillows are washable, though dry cleaning is recommended. If you prefer to machine wash, use a low temperature with mild detergent, then tumble dry at low heat, adding a few clean, dry tennis balls to the dryer to help fluff the pillow. Do not bleach or iron it. If the pillow has any small stains, you can try spot cleaning with a mild detergent and warm water and then air dry completely.
Why not shredded memory foam?
For adjustable pillows, shredded memory foam is becoming quite common. While shredded memory foam filling is far easier to adjust and at first feels quite pleasant, many people experience the negative experience of "pushback pressure" on the head and neck as it and synthetic materials push upwards, whereas down & feathers reach a compressed height and don't exert this same continuous pressure, making it much easier to find and stay in a comfortable position.
Order Status & Shipping Information
How can I check on the status of my order?
After placing your order, you'll receive a confirmation email containing all the details. Once your order has been shipped, we'll send you another email with a tracking number and a direct link to track your package.
How long does it take for my order to be delivered?
Our shipping typically takes 5-7 business days. If you haven’t received your package after 10 business days, please reach out to us so we can try to track down your package with the carrier.
Which shipping carriers do you use?
We typically use FedEx and UPS. We do not ship with Signature Required, so you do not have to be home to accept your package.
What should I do if I’m missing my package?
Delivery carries may leave packages in a more secluded area of your home, such as behind porch columns, landscaping, or garage corners. If your package isn’t in one of those locations, and hasn’t been received by anyone in your household, reach out to us at support@cloudwaypillows.com for assistance.
How much does shipping cost?
Shipping is calculated at checkout based on the items being ordered.
Do you deliver outside of the US?
No, we don’t deliver to addresses outside of the US at this time.
What should I do if my item arrived damaged?
Please reach out to us at support@cloudwaypillows.com to help resolve the issue.
Return & Warranty Information
What's the return policy?
We're confident in the quality of our products, however we understand that you may change your mind. You may return our products for any reason within 60 days. All returns are subject to a $9.95 return fee deducted from your refund amount. We are not able to refund items that have been modified or are dirty, stained, or damaged. Please email support@cloudwaypillows.com and be sure to indicate your original order number, and we’ll send over our return instructions. Once we receive your item(s), we’ll issue your refund within two business days to your original form of payment.
What is the warranty on pillows?
We are confident in the quality of our products. Below you'll find our warranty information.
All Cloudway pillows come with a 2-year limited warranty. Except as otherwise agreed by Cloudway in writing, our pillows are, to the original purchaser only, for use by the original purchaser, warranted against defects in material and workmanship for a period of two (2) years from the date of purchase from Cloudway or its authorized sellers. Cloudway does not warrant any pillows against defects or damage caused by misuse, abuse, abnormal use, alterations, or damage caused by events beyond the control of Cloudway. Purchase from non-authorized retailers, improper installation of filling, or failure to follow washing instructions will void the warranty. Cloudway warranty and liability for any claim of defect in its pillows shall be limited to the cost of the product. Cloudway is not responsible for any indirect, special, incidental, consequential, or punitive damage from the use of its products. Upon a customer’s written request within the warranty period and upon proof of original purchase and ownership, Cloudway will repair or replace defective products within a reasonable time.The original term of warranty applies, without extension, for repaired or replacement products. All defective product shall be sent to Cloudway freight prepaid by Customer in packaging appropriate to prevent damage in transit.
To make a warranty claim, email support@cloudwaypillows.com and provide us with your order number. If you plan to gift our products, be sure to share the order number from your confirmation email with the recipient. This number is essential for verifying the order and activating the warranty, and it's only applicable to the original recipient of the gift.