FAQ

1. What products does LuxPillo offer?

LuxPillo offers a variety of comfort products, including memory foam pillows, body pillows, travel pillows, cervical support pillows, baby pillows, seat cushions, wedge pillows, pillow covers, and other comfort accessories.

2. Where do you ship?

We currently ship within the United States only.

3. Do you offer free shipping?

Yes. Standard Shipping is free on all orders within the United States.

4. How long does order processing take?

Orders are typically processed within 1–3 Business Days after payment has been successfully received.

Orders are processed Monday through Friday during our regular business hours.

5. How long does delivery take?

Orders are processed within 1–3 Business Days.

After processing, the estimated transit time is 7–12 Business Days.

Estimated Total Delivery Time: 8–15 Business Days.

Delivery times are estimates and may vary due to your location, carrier operations, weather conditions, holidays, or other unforeseen circumstances.

6. How can I track my order?

Once your order has been shipped, tracking information is typically available within 24–72 hours.

You will receive your tracking details by email after your order has been shipped.

7. Which shipping carriers do you use?

We work with trusted shipping carriers, including:

  • USPS
  • FedEx
  • UPS

Carrier selection may vary depending on the shipping destination, package requirements, and operational availability.

Once your order has been shipped, tracking information will be provided when available. Tracking details are typically available within 24–72 hours after shipment.

8. What payment methods do you accept?

We accept:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Diners Club
  • PayPal
  • Apple Pay
  • Google Pay
  • Shop Pay

Available payment methods may vary during checkout.

9. Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible.

Once an order has entered processing or has been shipped, changes or cancellations may no longer be possible.

10. What is your return policy?

We accept eligible return requests within 30 days of delivery.

Returned items must be unused, unwashed, in their original condition, and returned with the original packaging whenever possible.

Please review our Return & Refund Policy for complete eligibility requirements.

11. Do you offer exchanges?

Yes.

We accept exchange requests for eligible items within 30 days of delivery, subject to product availability.

Customers are responsible for return shipping costs unless the item received was incorrect, damaged, or defective.

12. How long does it take to receive a refund?

Once your return has been received and approved, refunds are generally processed within 10 Business Days to your original payment method.

Your bank or payment provider may require additional processing time.

13. Who pays for return shipping?

Customers are responsible for return shipping costs unless the return is due to:

  • A damaged item
  • A defective item
  • An incorrect item received

14. What should I do if I receive a damaged, defective, or incorrect item?

Please contact us within 7 days of delivery.

To help us review your request, please provide:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging

Our team will review your request and provide an appropriate resolution.

15. What if my package is delayed?

Occasionally, deliveries may be delayed due to weather conditions, holidays, carrier operations, or other circumstances beyond our control.

If your order appears significantly delayed, please contact our customer support team for assistance.

16. What if my package shows as delivered but I have not received it?

If your tracking information shows your package as delivered but you cannot locate it, please:

  • Check around your delivery location.
  • Ask household members or neighbors if they accepted the package.
  • Contact the shipping carrier for additional delivery information.

If you still need assistance, please contact our customer support team.

17. Is my payment information secure?

Yes.

Our website uses SSL (Secure Sockets Layer) encryption to help protect your information during checkout.

Payments are securely processed through trusted payment providers.

18. How can I contact customer support?

You can contact our customer support team using the information below.

Business Name:
LuxPillo

Business Email:
support@luxpillo.com

Phone:
+1 (646) 820-0997

Business Hours:
Monday–Friday
9:00 AM–5:00 PM (Pacific Time)

19. Where can I find your store policies?

You can find the following policies on our website:

  • Shipping Policy
  • Return & Refund Policy
  • Privacy Policy
  • Payment Policy
  • Terms of Service
  • Do Not Sell or Share My Personal Information

20. How can I learn more about LuxPillo?

To learn more about our company, products, and commitment to customer service, please visit our About Us page or contact our customer support team.

Still Need Help?

If you cannot find the answer you're looking for, we're happy to assist you.

Business Name:
LuxPillo

Business Email:
support@luxpillo.com

Phone:
+1 (646) 820-0997

Business Hours:
Monday–Friday
9:00 AM–5:00 PM (Pacific Time)

Business Address:
9909 Durant Dr, Beverly Hills, CA 90212, USA