How to Reach Us
The Contact page on this site is the central channel for all customer service inquiries. Whether your question is about an order that has not yet arrived, a return you would like to initiate, a product question before you buy, or anything else, the Contact page will route your message to the appropriate team. We ask that you use this channel rather than attempting to contact us through social media or other informal channels, as the Contact page ensures that your inquiry is logged and tracked.
When you contact us, please include your order number if your inquiry relates to an existing order. This allows us to locate your order and respond with specific information rather than general guidance. If you are contacting us about a product before purchase, please include the product name or a link to the product page so that we can answer accurately.
Response Time
We aim to respond to all customer service inquiries within one to two business days. Business days are Monday through Friday, excluding federal holidays observed in the United States. During periods of high volume, response times may be longer. If your inquiry requires coordination with a shipping carrier or payment processor, resolution may take additional time beyond the initial response. We will keep you informed if a matter requires more time to resolve.
What We Can Help With
We can assist with order status and tracking, shipping delays or delivery issues, returns and refunds, product questions and recommendations, address corrections before dispatch, and general questions about our policies. We can also help if you believe you have been charged incorrectly, if you have not received an order confirmation, or if you need documentation related to your purchase.
What We Cannot Do
We cannot change a shipping address after an order has been dispatched. We cannot cancel an order once it has been handed to the carrier. We cannot expedite carrier transit times or guarantee a specific delivery date beyond the estimated window of six to twelve days. We cannot process returns for products purchased from third-party retailers or marketplaces. We cannot provide medical advice about sleep conditions or the treatment of pain. Our products are sleep accessories, not medical devices, and nothing in our communications should be interpreted as medical guidance.
Tone and Conduct
We expect interactions between customers and our team to be respectful. Our team is trained to be courteous, clear, and solution-oriented. If a customer uses abusive, threatening, or harassing language, we reserve the right to end the interaction and, if necessary, decline further service. We understand that order problems can be frustrating, and we will always attempt to resolve issues fairly. We ask for the same courtesy in return.
Escalation
If you have worked with our customer service team on an issue and feel that it has not been resolved satisfactorily, you may request escalation through the Contact page. Please include the prior correspondence and a clear description of what remains unresolved. An escalated review will be conducted by a team member with authority to make exceptions or adjustments where warranted.
Feedback
We welcome feedback about products, the shopping experience, and customer service interactions. If something worked well, tell us. If something did not, tell us that too. Feedback submitted through the Contact page is reviewed and used to improve how we operate. We do not offer compensation for feedback, but we do read it and take it seriously.
Language
Customer service is provided in English. If you contact us in another language, we will make reasonable efforts to respond, but we cannot guarantee support in languages other than English.
