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While we don't have a customer service phone number, rest assured that we're a small but mighty team of real people working on emails. Simply reach out to us at firstname.lastname@example.org with any questions, thoughts, or anything you'd like to discuss. We’ll always respond. Most importantly, this would provide us hard notes allowing our entire team to be on the same page when crafting your pillow, or when reviewing any changes to your sleep profile.
You may also reach out to us via live chat (bottom right corner of our website) when we're available!
No signature is required to receive the pillow unless you’re shipping to a business address.
Please let us know within 7 days of receiving your order so that we can investigate and make things right! We reserve the right to refuse to service any missing items reported more than 7 days after the delivery date.
Sorry, we're unable to ship to PO Boxes! However, we offer shipping to APO addresses through USPS for $30.
We do indeed ship to Alaska, Hawaiʻi, and Puerto Rico for an additional $15 fee, and your order will arrive approximately 5-10 business days after it's shipped. Our international return policy also applies, so original shipping isn't refundable, and return shipping is the customer's responsibility.
Currently, we only ship to the US as well as Canada for an additional fee. We hope to expand our international shipping as we grow!
If you are located in AK, HI, PR, Canada or are shipping from an APO address and want to return an order during the 125-night period, please email email@example.com to let us know. Please note that for extended US, Canada, and APO orders, original shipping fees are non-refundable, and return costs are the customer’s responsibility.
Yes we do! Just visit plutopillow.com/friends to find a link made just for you that you can share with friends. The person you’re referring will be taken to a special page where they can see your unique referral code, and when they use it at checkout they’ll receive $10 off their first purchase. When a friend uses your code to a make a purchase, you’ll receive $10 in cash rewards via Paypal. An email will be sent to you when they checkout with confirmation.
We utilize various shipping carriers to ensure cost-effectiveness. Generally, our Custom Pillow and PUFF Body Pillow ship via UPS Ground, while the POD travel pillow and Eucalyptus Pillowcases go through USPS. If you have specific carrier preferences or concerns, please reach out to us; we're here to assist!
Questions about the Pillow
We believe that you should try our pillow (and all of our other products!) in the comfort of your home for 125 nights. If within those 125 nights, you decide the pillow isn’t for you, we’ll help you process your return and get a full refund. Learn more here.
All the foams we use are CertiPUR-US certified foams meaning they are made without ozone depleters, PBDEs, TDCPP, or TCEP flame retardants, mercury, lead or other heavy metals, formaldehyde, and phthalates regulated by the Consumer Product Safety Commission. They are also low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million). You can learn more here.
Our foams are also high-performance, high-grade, breathable, polyfoams made in the USA and each foam core can feel very different from one another. They are all highly adaptive and temperature-responsive, rapidly adjusting to individual comfort needs (whether you're looking for that familiar memory foam feeling or something that's more reactive, we can make that happen). They will also vary in features, height, (and even colors!) depending on your results. For those who dislike foam pillows, not to worry – your personal foam core will only serve as the foundation for your fluffier pillow build.
We continuously innovate upon our foams and covers to ensure the pillow build you receive results in comfort and great sleep.
Most people report that our foams have no scent, while some notice a very mild scent. Should your pillow have a scent, it will go away quickly -- usually within a few hours in a well-ventilated room. Rest assured that the scent comes from fresh foam and not from harmful chemicals. Our foams are all CertiPUR-US certified foams.
Sure thing! Our pillows are a hybrid design (a pillow within a pillow) and a big part of this is the plush cover. There are different materials we use for the covers that result in smooth, soft, quilted, and cooling surfaces. Depending on your answers you may receive one with a eucalyptus lyocell smooth surface, a quilted knit surface, a cooling surface, and more!
No matter which cover you match with, each one features long, silky fibers. These fiber clusters are individually blown into the cover. Just how many fibers go into your individual pillow will also be based on your answers. Our pillows will give you the support you need with the plush comfort you want.
Once you complete the questionnaire, your data runs through our algorithm that generates your best variation back to us and helps us create a pillow for your unique sleep profile. However, since all of our pillows are made-to-order, there’s still a human element where we make sure your additional optional requests are taken into account before creating the final product (rather than just thickness or firmness). In other words, the item that appears in your cart is just a placeholder – rest assured your data is calculated on the backend. As of now, there are over 35 variations and we are always testing new materials.
Studies show that people often choose a pillow based on their immediate perception and comfort, which could be misleading and may lead to choosing an inappropriate pillow. Let us take care of this part and as long as you answer the questionnaire accurately, we recommend trusting the results, and taking advantage of the risk-free trial. #trusttheprocess
If you’ve just recently placed an order and feel like you should’ve answered differently, or if you’ve received your pillow and feel like it isn’t the right pillow for you, please email firstname.lastname@example.org and we’ll help you out!
If you have a pillow in your cart but haven’t placed your order yet, you can change your answers in the questionnaire or start all over.
As with all sleep products, there could be an adjustment period. Although most of our customers love their pillow from the very first night, we recommend sleeping on your pillow for at least 2 weeks to best evaluate.
While our pillows are optimized to each customer’s sleep profile for comfort, we can’t (and wouldn’t want to) make any medical or health claims. Although nothing makes us happier than reading reviews from customers who say they no longer have pain, we strongly believe the most important step is to consult with your doctor for long term relief.
There can definitely be a time and place for down and latex, but as a hypoallergenic brand with customers who have shared allergic reactions to these materials, we intentionally do not utilize these materials in the making of any of our custom pillows. Instead, we use materials with newer technologies (and that don't trigger these reactions!). We also never wanted to launch with materials that have been traditionally used before – and that already do a great job in that space. However, if you're looking for a down or latex pillow, we completely understand as there are many great ones out there. Reach out for recommendations!
We also do not make contour shapes as we're still learning more about why a contour shape didn't (or did!) work out for our customers who switched to a Pluto Pillow. However, rest assured that with our builds, your head will still be nicely cradled.
Although the covers are machine washable, we still recommend using a regularly freshened pillowcase with your Pluto Pillow (check out our Eucalyptus pillowcases!). This helps prevent buildup that can weigh down the pillow (oils, dirt, skin cells, etc.), extends the time between cover washings, and would ensure your pillow maintains its performance.
Remove the cover from the foam (don’t wash the foam!) and throw it in the wash. Machine wash cold on a delicate cycle and use only non-chlorine bleach when needed. When that’s done, tumble dry in low heat. Please wash and dry separately from other items to prevent damage to the cover. We recommend doing this every 2-3 months or whenever you feel like your pillow needs a boost. In between, please fluff the pillow every few days to help maintain its structure. Voilà! A fresh and fluffy pillow!
Once we receive a return, we need a few days to inspect and process it. Typically, refunds are approved within 5 business days after your order has been marked as "delivered". Following the approval, our platform Shopify usually takes another day or two to complete the transaction. Please note that it can take up to 10 days from when the refund is approved for the funds to post to your account, but rest assured, it will be completed on our end!