Frequently Asked Questions
Shipping, Returns & Exchanges
What is the return policy?
We have a 100-day, risk-free return policy for all of our pillows.
If you are not 100% satisfied with your purchase, feel free to start a return or exchange here within 100 days of when you received your pillow: lagoonsleep.com/returns OR contact us at email@example.com.
We'll send you a prepaid return label for a free, easy return. Once we receive your returned item(s), we'll issue you a full refund within 2-3 business days to the form of payment you made your purchase with.
Can I exchange my pillow for a new one?
Absolutely! We’re more than happy to give you advice on a pillow that would work better for you, as well — contact us at firstname.lastname@example.org. Once you know what pillow you’d like to exchange for, you must start your exchange within 30 days of when you received your pillow at lagoonsleep.com/returns.
Please indicate which pillow you’d like in exchange, including size. You will receive a return label, and when we receive your original pillow, we will send your new one within 2-3 business days.
My package went missing. What should I do?
Lagoon is not responsible for lost or stolen packages if the courier has marked the package as “Delivered.” However, we'd be happy to assist you with your lost order. Please follow our steps below:
- Please check with your household members or neighbors to see if anyone may have received the package. Oftentimes, this is how our customers have found their lost packages. If no one has received your package, continue with the following steps.
- You will need to open a claim with the shipping provider. Please check your tracking number to see which provider is set to deliver your package. You can do a Google search of the provider name and “claim” for instructions on how to submit a claim.
- Contact us at email@example.com. Let us know that your package is missing and provide us with the following information: 1) your claim number from the shipping provider, and 2) a shipping address where an adult will be present to sign for the re-shipment.
How much does shipping cost?
Shipping is free for all orders in the 48 contiguous states in the U.S. Standard shipping charges apply for Alaska, Hawaii and Canada.
It typically takes 1 business day to process your order and another 3-5 business days to arrive at your destination.*
Please keep in mind that we ship orders Monday through Friday (excludes weekends), and any orders placed after 1 p.m. CST will be processed the following business day.
*Shipping timelines and cutoffs are based on shipping estimates provided by UPS, USPS, FEDEX, and any other carriers we may use. Please note that we cannot control or be liable for any delays nor guarantee any delivery dates due to circumstances beyond our control (i.e. weather-related, acts of God, natural disasters, or other Carrier related delays).
Do you ship internationally?
We currently only ship within the U.S.
If you live outside of the U.S. and are interested in our products, please email us at firstname.lastname@example.org, and we’ll consider adding new markets.
What is the warranty on pillows?
We’re happy to offer a 5-year limited warranty for our pillows. To make a warranty claim email email@example.com and provide us with your order number.
If you’re giving our products as gifts, please provide the lucky recipient with the order number you receive in your confirmation email. We can’t verify an order or enact a warranty without this.
Warranties only apply to products that are purchased directly from Lagoon.
The warranty covers material damage to the pillow(s) incurred under correct use or manufacturer defect. Lagoon is not liable for claims that exceed the cost of the product. Lagoon is not responsible for any incidental or consequential damage from the use of its products. The warranty does not apply in cases of misuse or abuse of the products. Improper installation or failure to follow washing instructions will void the warranty.
Any warranty claims outside of the 50 states are responsible for shipping and any applicable duties and taxes.
Can I wash my Lagoon pillow?
Please check the inside label of each specific pillow as wash instructions may vary. In general, down alternative filling can be washed on cold up to once annually, and memory foam fill should only be spot cleaned. The pillowcase can be washed up to once monthly.
How else should I care for my pillow?
We recommend that you wash your Lagoon pillowcase up once monthly. You can also put your full pillow in the dryer on low tumble dry for 15 minutes once every few months if you feel like it needs to be ‘fluffed’.
About Our Pillows
What are the pillows made of?
Each of our pillows is expertly crafted to meet someone’s unique sleep needs. Fill for the pillows range from memory foam, down alternative, and natural materials. Please see each product page for more specific information.
Our comfy pillow cases for each pillow are made from lush bamboo and cushy poly fiber.
Are they sustainably sourced?
We’re committed to driving positive and sustainable impact through our products and operations. We strive to implement sustainable practices and materials when possible, and help recycle used pillows when ready. We believe that we all have a role to play in addressing climate change and creating a more equitable world for all—and we’re committed to doing our part to help.
If you’re interested in learning more about our eco-friendly products please check out the collection here.
Also, stay tuned as we continue to grow the sustainability mission for our company. We want to be a part of our impact, so please let us know if you have any input by emailing us at firstname.lastname@example.org.
Why does my memory foam pillow have a scent?
New memory foam may have a slight scent as a result of the production process. If this is bothersome, you can easily reduce the scent by tossing the whole pillow in the dryer on low heat for an hour with a dryer sheet, or allow the pillow to air out for a day or two in direct sunlight.
Keep in mind that the new foam scent is not normal and harmful and our foam is CertiPUR-US® certified.
What happens to the pillows that are returned?
We take incredible care in managing your returns. First we conduct a thorough inspection of all materials.
If any pillows appear to be lightly worn, we will clean and donate them to local charity.
If pillows are not fit to be used again, we will discard them. We are working to recycle as many of our unusable pillows as possible!
If pillows received are like new, they will be thoroughly cleaned, and returned to inventory. We guarantee that any pillow shipped to our customer will be fresh and like new. If you are ever not satisfied with the quality of your pillow please let us know at email@example.com, and we will work with you to ensure you’re happy!