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FAQs

 

PRODUCT

 

What does the package include?

Each package includes 1 NeckSpooner Pillow and 1 NeckSpooner Pillow cover.


How do I wash the NeckSpooner Pillow?


- Machine wash

  1. Place the pillow with the pillowcase on inside a laundry net and put them in the laundry machine
  2. Select ‘delicates’ or to the weakest washing program on your machine 
  3. Put the water temperature to 30 degrees Celsius ‘standard’
  4. Do not use any chlorine bleach solutions and use neutral detergents
  5. After you have washed the pillow, please refrain from squeezing or twisting the pillow too hard 
  6. Dry your pillow and its cover in a well-ventilated and shaded area for 1~2 days

- Hand wash

  1. Remove the pillow and the pillowcase
  2. Wash gently in warm water
  3. Do not use any chlorine bleach solutions and use neutral detergents
  4. After you have washed the pillow, please refrain from squeezing or twisting the pillow too hard 
  5. Dry your pillow in a well-ventilated and shaded area for 1-2 days

 

How often should I wash the NeckSpooner Pillow?

We recommend laundering the pillow every 4months, even if it looks clean. If you have sensitive skin, every 2months or as often as needed. 

 

What if the pillow is too high for me?

Micro Air-balls in the NeckSpooner Pillow are filler materials that have the tendency of reducing in volume after repeated use. In order to combat this issue, we have put additional 20% more of which may make it look bulky at first. If the pillow is too high for you, simply push yourself into the most comfortable position or use it without the pillowcase and put it back on when the pillow has reduced in size. 

  

 

Returns & Refunds

  

What is the 30-day money back guarantee?

We understand finding the right pillow is a daunting task, especially online. We truly believe that we made the ‘best pillow’ in the world, but in case you are dissatisfied for ANY reason, just contact us at support@neckspooner.com within 30 days of delivery and we will organize your full-refund as soon as we receive your returned item.


When will I receive my refund?

You will receive a confirmation email once your return has been processed and the refund will be processed within 5-7 business days from the day we receive your returned product. All refunds will be credited to your original form of payment.


What if the items I received are defective or damaged?

Any defects or damages upon the cover and the pillow is insured under our return policy. Simply contact us at support@neckspooner.com with your order number, photographs of the item(s) and all related references within 30 days of receiving the package, and we will arrange a free replacement to be shipped out to you as soon as possible. This warranty does not cover any damage incurred through improper use, care or abuse of the product.

 

 

Shipping

 

Do you ship worldwide?

Yes - we ship worldwide. We use USPS, DHL and other reliable carriers depending on your location for the fastest delivery possible. All shippings comes with tracking.


How long will it take to receive my order?

Most orders are being processed within 24 hours and dispatched from our warehouse within 2 business days. Once the item is shipped out, parcels usually take between 4 - 12 calendar days to arrive, depending on your location. Please refer to our shipping page for more detailed information.


Where can I find my tracking number?

When your orders are shipped out, you will receive an automatic notification via email with a tracking number. If you haven't received one or if the tracking number doesn't work, please contact us at support@neckspooner.com and we'll solve it!