Shipping policy
Shipping Policy
Last Updated: September 21 2024
Thank you for visiting Land of Pillows. We strive to deliver your handmade items efficiently and promptly. The following policy outlines our shipping processes, costs, and responsibilities. Please take a moment to review this information carefully.
1. Processing Time
All our products are custom-made to order. The standard processing time for each item is 5–7 business days, unless otherwise specified on the top banner. During peak seasons or sales, processing times may be extended without notice. Any delays will be communicated to you as promptly as possible.
Note: Processing time refers to the time it takes to create your item(s) and does not include shipping time.
2. Shipping Methods & Delivery Times
We offer several shipping options to meet your needs. Shipping times are calculated from the date your order leaves our facility and are based on the carrier’s estimated delivery times. Available shipping methods include:
- Standard Shipping (US): Estimated delivery within 3–10 business days.
- Expedited Shipping (US): Estimated delivery within 2–3 business days.
- International Shipping: Delivery times vary based on the destination country. Typically, orders arrive within 21 business days+ and do not include any delays in customs. International Express may be available to select countries
Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.
3. Shipping Rates
Shipping rates are calculated based on the total weight of your order, destination, and shipping method chosen at checkout. Some promotional offers may include free or discounted shipping, which will be reflected during the checkout process.
4. International Shipping
While we currently ship to select international destinations, please note the following important information:
- Duties & Taxes: All international orders are subject to duties, taxes, and fees as determined by the destination country. These fees are the responsibility of the customer. Land of Pillows is not liable for any customs fees or delays caused by customs processing.
- Delivery Times: International shipping times vary depending on the destination country and can range from 10 to 21 business days. Delays due to customs processing are beyond our control.
Please note: We are no longer offering international shipping to certain regions due to increased duty fees and shipping costs.
5. Order Tracking
Once your order has shipped, you will receive an email notification containing your tracking number and a link to track your package. Please allow up to 24 hours for tracking information to update.
FedEx:
http://www.fedex.com/us/track/
UPS:
http://www.ups.com/WebTracking/track
USPS:
https://tools.usps.com/go/TrackConfirmAction%21input.action
6. Undelivered, Lost, or Stolen Packages
Land of Pillows is not responsible for packages that are lost, damaged, or stolen after they are marked as delivered by the carrier. If your tracking information shows your package as delivered but you have not received it, please contact the shipping carrier directly.
In the event of an undeliverable package due to an incorrect address or other delivery issues, the customer is responsible for any additional shipping charges to re-send the package.
For items lost in transit (i.e., not marked as delivered), please contact us within 5 business days so we can assist in filing a claim with the carrier.
Orders shipped to third party locations (ie moving/storage/customs facilities) are not covered and are considered delivered once shipped. It is the customer's responsibility to handle all claims on these items
For items marked delivered, it is the customer's responsibility to file the claim with the carrier. This will expedite the appeals process if the claim is denied.
7. Shipping Restrictions
We currently do not ship to P.O. boxes (APO/FPO addresses are accepted for pillow cover orders only, no inserts/down). Additionally, shipping services to remote or restricted locations may be limited. If you are unsure whether we can ship to your location, please contact our customer support team before placing an order.
8. Address Changes
It is the customer’s responsibility to ensure the shipping address provided at checkout is accurate and complete. Land of Pillows is not responsible for orders shipped to incorrect addresses provided by the customer.
If you need to make changes to your shipping address, please contact us within 24 hours of placing your order. We will do our best to accommodate your request but cannot guarantee that changes can be made after the order is processed.
9. Shipping Delays
While we strive to meet the estimated delivery times, please understand that shipping times may be impacted by external factors such as severe weather, natural disasters, or carrier-related delays. We are not responsible for shipping delays once the package has left our facility. If there is a delay in the shipment of your order, we will notify you as soon as possible.
Upgraded shipping options are available at checkout for an additional fee.
Normal processing time (5-7 business days) still applies to upgraded shipping.
Standard shipping times may be delayed during the holiday season.
We reserve the right to use another carrier with a similar (or faster) service on all paid shipping orders without notice.
AS OF 1/15/2021 - Due to shipping and customs delays, we have decide to suspend international shipping. We look forward to resuming once again when shipping times and prices have returned to normal.
*USPS Holiday & Delays
https://about.usps.com/newsroom/service-alerts/
*Items ordered between Oct 1 and Jan 31 may experience delays in processing time and shipping time due to increased demand.
WaPo's article about USPS holiday delivery
How we ship
Poly Bags - Poly bags hold 1 pillow and ship First Class
Box 1 - Holds (2) 16x16 or 12x18 Pillows or (1) 18x18 pillow
Box 2 - Holds (3) 16x16 or 12x18 or (2) 18x18 Pillows
Box 3 - Holds (4) 16x16 or 12x18 or (3) 18x18 Pillows
Box 4 - Holds (2) 20x20 pillows
Box 4b - Holds (3) 20x20 Pillows
Packaging subject to change