General
Why did you start Pillow-Fight?

Our company was originally conceived while watching a certain pillow CEO use his considerable profits to push dangerous conspiracy theories. We decided to start a pillow fight with this company and the name created itself. We quickly noticed a greater market need and evolved beyond pillows into a premium bedding company. We're putting the entire industry on notice and welcome a pillow fight anytime, anywhere, with anyone. 

What sets you apart from big box retail?

Traditional pillows found at large retail stores often skimp on quality, reject innovation, and offer poor customer service. Our covers use only premium thread count with each product boasting higher density fills of unique materials. We are investing in exciting new innovation to maximize airflow and produce cooler sleeping products that improve your overall sleep experience. We believe in protecting the environment and use only soy based memory foam. Because we are e-commerce focused we avoid high costs of managing and marketing through retail. We put these savings into using only the highest premium materials while holding to affordable price points for your wallet. Finally you can experience luxury quality without the luxury price tag. We believe in our products so much that we proudly offer 100-Night Sleep Trials to eliminate any buying risk to our customers. You can rest easy knowing you are supporting a company that embraces equality, inclusivity, social accountability, and promises to never use profits to further politically charged agendas that threaten these values.

Do you sell in stores?

We currently sell exclusively online. To help familiarize customers with our products and what sets them apart, we created a number of informative product videos available to watch on our website, YouTube, and other social channels. Combined with ample first hand customer reviews and our 10-Night Sleep Trial options, you can rest easy in more ways than one with every purchase. 

What are the rules of Pillow-Fight Club?

THE FIRST RULE OF PILLOW FIGHT CLUB IS: YOU TALK ABOUT PILLOW FIGHT CLUB, TELL EVERYONE. THE SECOND RULE OF PILLOW FIGHT CLUB IS: YOU TELL EVERYONE ABOUT PILLOW FIGHT CLUB. THIRD RULE OF PILLOW FIGHT CLUB, ONCE YOU LAY YOUR HEAD ON YOUR PILLOW, YOU PUT THE PHONE DOWN, SAY GOODNIGHT, AND LET THE PILLOW DO THE WORK. GOODNIGHT. FOURTH RULE: YOU CAN AND SHOULD PUT PILLOW FIGHT PRODUCTS IN EVERY ROOM IN THE HOUSE. FIFTH RULE: ANYONE IN THE HOME IS A TARGET DURING A PILLOW FIGHT, PARENTS, KIDS, DOGS. STAY TILL THE FIGHT IS FINISHED. SIXTH RULE: NO SHOES ON PILLOW FIGHT PRODUCTS. SEVENTH RULE: SLEEP MAY LAST FOR A LONGER TIME THAN ANTICIPATED, PLAN ACCORDINGLY. AND THE EIGHTH AND FINAL RULE: IF THIS IS YOUR FIRST TIME ON PILLOW-FIGHT.COM, YOU HAVE TO BUY.

Certifications
What is OEKO-TEX®

The STANDARD 100 by OEKO-TEX® is a worldwide consistent, independent testing and certification system for raw, semi-finished, and finished textile products at all processing levels, as well as accessory materials used. It contributes to high and effective product safety from a consumer’s point of view. Our pillows, mattresses, and linens are all  OEKO-TEX® certified.

What is CertiPUR-US®?

CertiPUR-US® is a certification program administered by a not-for-profit organization. CertiPUR-US certified foams are made without the following items: ozone depleters, PBDE's, TDCPP or TCEP ("Tris") flame retardants, mercury, lead and other heavy metals, formaldehyde, and phthalates regulated by Consumer Product Safety Commission. CertiPUR-US uses low VOC (Volitile Organic Compound) emission for indoor air quality (less than 0.5 parts per million) Please visit https://certipur.us/ for more information. All of our foam products are CertiPUR-US certified. Foam Pillow-Fight products include: memory foam Twisticuffs found in the Haymaker pillow, and all 4 layers of foam found in the Pillow-Fight TKO mattress. 

What is GREENGUARD?

GREENGUARD Gold Certification offers strict certification criteria, considers safety factors to account for sensitive individuals (such as children and the elderly), and ensures that a product is acceptable for use in environments such as schools and healthcare facilities. Products that have achieved GREENGUARD Certification are scientifically proven to meet some of the world’s most rigorous, third-party chemical emissions standards—helping reduce indoor air pollution and the risk of chemical exposure while aiding in the creation of healthier indoor environments. 

Returns & Warranties
How do I initiate a return?

While we hope you will love everything about your Pillow-Fight product we understand that you might want to return something you bought. If your purchase isn't working out for you for any reason within your 100-Night Sleep Trial, you can return it for a full refund easily by visiting pillow-fight.com and chatting with a live agent. The chat queue is located in the bottom right of the screen. In addition, you can send an email to jointhefight@pillow-fight.com and include your order number. We will promptly send you details on how to return our products. Refunds will be credited back to your original purchase method within 10 business days of product return. 

Do I need to keep the shipping box?

Our boxes look amazing, but we know that most people like to recycle their boxes as soon as possible. If you keep the box then of course you can use it to make the return, but it is not required. 

Do you allow returns for products shipped to Alaska/Hawaii?

Additional shipping fees apply and are non-refundable. Unfortunately, it costs us a lot more to get the products to Hawaii/Alaska and even more to get them back. For our customers in these regions, we will do our best to find a means to credit you back, but it is not always guaranteed.

How long after I get the return details do I have to ship the products back to Pillow-Fight?

If you have initiated a
return with us, then once we’ve provided you with a pre-paid return label you
will have 30 days to ship your order back to us to receive a full refund.

What is a Sleep Trial?

It takes the body between 2 and 3 weeks to adjust to new bedding products, particularly mattresses.  Therefore, we have a 100-day return policy for all of Pillow-Fight products. If you are not 100% satisfied with your purchase during this trial, you can send them back free of charge. Our team donates all gently used products to local charities. Products not eligible to be donated are recycled.

How long do you warranty your products?

We have 3 types of product warranties on Pillow-Fight.com: 

Pillow-Fight Mattresses: 

Our 10-year limited warranty covers manufacturing defects, such as compressions deeper than 3/4", sagging, or flaws in the foam causing it to split or crack. Warranty also covers defects, such as unraveling stitching. We don't warranty changes to your mattress that are caused by normal wear and tear or that result from circumstances or uses that go beyond the intended use of a mattress.

Pillow-Fight Pillows and Linens: 

Our 1-year limited warranty covers manufacturing defects. We don't warranty changes to your pillows/linens that are caused by normal wear and tear or that result from circumstances or uses that go beyond the intented use of the product - namely, using it as a sleeping or comfort device for your head and body. 

How do I fill out a warranty claim?

If you believe you’re experiencing a defect in your mattress covered under its warranty, please contact us via our online web chat in the lower right of our site, or email us at jointhefight@pillow-fight.com.

Payments
Do you offer financing?

Buying new bedroom supplies can be a big investment, especially if you buy a new mattress, so we offer financing with Affirm for as low as 0% APR. We have partnered with Affirm to offer financing or pay-over-time options for our customers. At checkout, you will be given the option to pay through Affirm. Split pay is available to all customers and does not require a credit check for the 4 split pay/pay later option. The 0%, longer term payments do require a soft credit check.  If approved, you will be given loan options for 3, 6, or 12 months. All interest is provided up front, there are no hidden fees, and only a soft credit check is done through Affirm's system for approval. After you've confirmed your choice, you will be redirected back to our website to complete checkout. That's all there is to it! For returns and cancellations, refunds will be processed through Affirm and posted to your Affirm account. Refunds will be processed within 3-10 business days. Keep in mind the interest charge will not be refunded. Please note that financing through Affirm is not available in West Virginia and Iowa. 

What payment options do you offer?

We take all major Credit Cards, and 2 financing options through affirm: 1. Financing from 3 to 12 month options, or 2. Split pay where affirm charges your credit card in 4 different installments bi-weekly. 

What is a recycling fee?

Some states require us to collect an additional recycling fee on mattress purchases, to be passed along directly to the state government. The fee helps subsidize the state's mattress recycling program.

Do you offer Military, First Responder, or Student Discounts?

Yes. Go to our Discounts page located under the Our Story tab on the home page to apply.

Shipping
Do you offer same day shipping?

If your order is placed before 2pm EST the products will be packaged and shipped the same day. Orders after 2pm EST will likely leave the warehouse the next day. We offer a range of shipping options for those that want to get their products as soon as possible. 

Do you offer free shipping?

Yes! We offer free shipping to all Pillow-Fight Club members or to non-members with orders exceeding an order size listed on the site. All of our products are always available with a subsidized, flat rate shipping in all cases. Return shipping is always free, except where not applicable in Alaska and Hawaii.

Is a signature required/can I add a signature requirement to my order?

The choice is yours, you may select a signature requirement in the checkout process or not.  By default, this is unchecked and a signature is not required for packages shipped from Pillow-Fight.com, which means you do not have to be home when delivery is attempted. Drivers will attempt to deliver packages to the front door (if they have direct access to it) or wherever packages are typically received at multi-dwelling units, such as mailrooms or leasing offices. If you do require a signature, three consecutive delivery attempts will be made before the carrier will return a package to us.  If you select to leave the box unchecked, and do not require a signature, Pillow-Fight is not liable for loss or damages to shipment.

Where do I submit specific delivery instructions?

If you have any instructions that will help your FedEx driver locate or gain access to the delivery location, feel free to contact FedEx directly at 1-800-463-3339 (be sure to have the tracking number handy) or sign up for a FedEx.com account to manage your deliveries. Please note: We cannot guarantee FedEx will carry out special requests, including delivery on a specific day or time, a phone call ahead of delivery, or bringing packages inside the home. 

Where and how will my package be delivered?

All Pillow-Fight products ship separately and signature is not required for standard FedEx deliveries. You will receive a shipping confirmation email with a tracking link once an item on your order ships. Tracking information can also be located on the Order Receipt Page once a package is in transit. FedEx drivers will attempt to deliver packages to the front door (if they have access to it) or wherever packages are typically received at multi-dwelling units (such as mailrooms or leasing offices).

Do you ship Internationally?

Someday soon, but today we only ship within the United States and Canada. We’re unable to handle international shipping and logistics expenses and your Pillow-Fight products must be in the United States at the time you wish to take advantage of the 100-Night Sleep Trial or limited warranties.

How long will my order take to arrive?

We know you’re excited to get your Pillow-Fight products, so our team (and shipping partners) will be working diligently to process and deliver orders as soon as possible. The shipping estimates provided on our website are up-to-date and to the best of our knowledge. We expect most customers to receive their orders within the timeframes listed at checkout; however, we are unable to set or guarantee delivery dates through FedEx Ground. Keep an eye on your email (including the junk/spam folder) for shipping confirmation emails, which will be sent as each package is handed over to FedEx Ground.

Do you ship to Hawaii and Alaska?

Of course! Transit times to Alaska and Hawaii are typically around 7-10 business days. Keep in mind that it can be a little longer when shipping to more rural areas. Due to the increased costs of standard shipping, a charge is added to orders sent to Alaska and Hawaii. Shipping costs range anywhere from $150-$200 per mattress and may change depending on the destination. Shipping costs for smaller and mid-sized products range from $30-$80. Costs are based on product/model, size, and destination. This charge will be reflected in your shopping cart as you check out so you can view the full cost before you purchase. Please note that in the event of a return, the extra shipping cost will not be refunded.

What is a shipping exception?

Shipping exceptions occur when a package is temporarily delayed while in transit. Every effort is made to deliver packages as soon as possible. Some examples of common delivery exceptions may include: barcode label unreadable and replaced, local weather delay - delivery not attempted, or customer not available or business closed. A driver may not feel comfortable leaving a package unattended at a residence so they will reattempt delivery the next business day. Your tracking will update to reflect the new delivery date. If you would like to provide delivery instructions for your driver, please reach out to our Customer Experience team or contact FedEx directly at 1-800-463-3339. If your shipping address points to a business that is closed or inaccessible when delivery is attempted, the driver will reattempt delivery the next business day. If you need to change the delivery address on your order, please reach out to our Customer Experience team via online chat. Please note: FedEx makes 3 consecutive attempts (excluding weekends and major holidays) to deliver a package before returning it to us.

My FedEx tracking link states "pending"

When a delivery status changes to “pending” on a package that has shipped it usually indicates a package has been delayed beyond the originally estimated delivery date. This is not uncommon or cause for alarm given the service delays that arise during the busy holiday season. Many FedEx stations are sorting shipments at a slower rate than usual because of staff shortages and an influx of packages. The status on your tracking page should update to reflect a new estimated delivery date once it is available, but if the tracking remains in the “pending” status for more than 3 business days, feel free to contact FedEx directly at 1-800-463-3339, chat online with a live customer service agent, or send an email to support@pillow-fight.com

Do you ship to APO or FPO addresses?

We aren't able to ship to APO or FPO addresses as they only accept packages from USPS. We currently ship via FedEx Ground.

What is a FedEx weather delay notice?

We understand how frustrating it can be when weather delays impact delivery, especially when it’s unclear how long the delays will last. FedEx’s "Local weather delay - Delivery not attempted" tracking alert is triggered when there is inclement weather in the delivery area and/or when the route to the delivery address has been impacted by weather-related issues. In these instances, we recommend customers continue to monitor the tracking for updates and reach out if their tracking does not update within a few business days.

My package is missing, what do I do?

We are 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 do the following: 1. Please check with your household members or neighbors to see if anyone may have received the package. Often times, this is how our customers have found their lost packages. 2. If no one has received your package, contact FedEx directly at 1-800-463-3339 (be sure to have the tracking number handy) or sign up for a FedEx.com account to manage your deliveries. 3. Chat with a Pillow-Fight Customer Service Agent ASAP and/or email support@pillow-fight.com. 

Products
How do I adjust my pillows to the proper sleep postion?

Whether you sleep on your back, side, or stomach, all Pillow-Fight made pillows are designed to satisfy any sleeper. We send the pillow stuffed with 3lbs of fill, equating to a firm feel. To adjust or soften the pillow, simply open the zipper and remove the desired filling. Removing two handfuls of fill is recommended for side sleepers, and four handfuls for back sleepers. Just put the fibers into a bag for safekeeping and if you find that you took out too much fill you can add some back in. There is no limit to the amount of times you can adjust the pillow. 

How often should I replace my pillows?

We recommend that you replace every year where possible to expect all the benefits that your fresh new pillow will bring.

Do our products contain PBDE's?

Absolutely not—we only create products that we would feel safe using in our own homes.  That’s why our foam is CertiPUR-US® certified and made without PBDEs (polybrominated diphenyl ethers), TDCPP, or TCEP ("Tris") flame retardants. We would never want to expose our customers to toxic chemicals. To read more about our CertiPUR-US® certification and what it means, you can visit their site: http://certipur.us.

Should I use a pillowcase?

That's probably a good idea. It's much easier to wash a pillow case than a pillow. A good pillowcase will keep you cool and preserve the life of your pillow. If you haven't tried out a Pillow-Fight pillowcase you are missing out. They are ridiculously soft, don't wrinkle in the wash, and use a patent pending elastic design to ensure the pillow case stays on your pillow throughout the night. 

What type of foam is used in the Mattress?

The Pillow-Fight TKO Mattress™ is made with 4 different types of foam to ensure the best of all options in bedding comfort.  Each layer comes together to form the Hypnoflow™ Sleep System.  Both the medium plush and medium firm versions of the TKO Mattress™ are made with the same Hypnoflow™ layers, changing up density and thickness of certain layers to provide a softer or firmer feel.  We start with our super high density base foam, ensuring maximum support. Then we add a second, slightly softer base layer, with our contoured Hypnoflow™ air tunnels which push surrounding air into the other mattress layers as you move throughout the night, significantly cooling our memory foam comfort layers, which can sleep hot in standard mattresses. Our first comfort layer is a traditional memory foam, designed to comfort and cradle the body, and ventilated to support the Hypnoflow™ airflow. Finally our top comfort layer is a more latex-like memory foam, infused with graphite, a natural super thermal conductor to make sure the top layer is both wicking heat away from the body and cooling that layer with the Hypnoflow™ airflow from the bottom layers.  Latex-like foams also have significantly greater bounce than traditional memory foam; thus, our two comfort layers combine to offer the "cradle-effect" of memory foam, while offering the additional support of latex-like foam.

What are the pros and cons of memory foam?

Memory foam has long been synonymous with some of the world's most expensive bedding products, but also has traditionally had one major drawback - it is known to sleep quite hot.  This is why we created the Hypnoflow™ Sleep System, by increasing airflow in the mattress.  Using a top layer comprised of graphite infused, latex-like memory foam, we have been able to create a mattress that is temperature regulating using natural properties and the basic science of airflow and thermodynamics.

What is a mattress rating?

Traditionally, mattress firmness is rated on a 1-10 scale with 1 being VERY soft and 10 being VERY firm.  But we pulled data from mattress sales globally and determined that nearly 85% of all mattresses sold fall in the 5-7 range on this scale, generally identified as medium soft/plush to medium firm.  These ratings are generally assigned as a function of how much the average size person will "sink" into a mattress.  Keeping this in mind, we designed two mattress builds for either type of sleeper, one medium plush and one medium firm.  Our medium plush ranks about a 5 on the firmness scale, while our medium firm ranks about a 6.5.  We are confident that our medium plush will satisfy most all of the people that prefer a softer mattress with some "sink" while still featuring adequate support, while our medium firm will satisfy most all people that like very little "sink" into their mattress and slightly more support.  

Do Pillow-Fight Mattresses sleep hot or cool?

Our Hynoflow™ mattress is built using open cell foam, which makes it very breathable. We use graphite and gel materials to draw and wick away heat from your body. This helps you sleep cooler throughout the night. If you tend to be a warm sleeper, the TKO is the mattress for you. Accessories like protectors, toppers, and flannel or high-thread count sheets can affect how hot you'll sleep. While we design all of our accessories to help keep you cool, using other accessories may alter the cooling benefits of our foam.

What certifications do your mattresses have?

All of the foams are made in the USA and are tested and certified by CertiPUR-US®, a 3rd-party foam certifier, to be free from known harmful chemicals and gasses. More specifically, our foams are tested to be free from ozone depleters, PBDE flame retardants, heavy metals, formaldehyde, phthalates, and low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million). We have the UL GREENGUARD Gold Certification for the entire TKO Mattress line. GREENGUARD Certified products aid in the creation of healthier indoor environments, and release fewer pollutants that can contribute to health issues including asthma and other respiratory issues. This GREENGUARD label validates that the TKO is low-emitting and supports healthy indoor environments. UL is a global independent safety science company with more than a century of expertise innovating safety solutions.

What does edge support feel like in your mattresses?

We use high density foam in our base, which means you'll have more back and edge support and lengthen the use time of your mattress. The TKO Mattress™ is a 12" mattress with a solid blend of specifically designed base layers and comfort layers to ensure maximum edge support, so you feel more supported when you sit on the edge of the mattress. 

When should I replace my mattress?

If your mattress is showing visible signs of wear, it's time to invest in a new mattress. Signs of wear may include sagging, discoloration, or may require replacement if you've been using it for more than 7 years. 

How much should a good mattress cost?

A good mattress is an investment in your health. Although you shouldn't have to sell a kidney to afford a new mattress, like many mattress retailers make you feel. We have a quality mattress that will help you feel rested and ready to take on the world when you wake up in the morning, at an affordable price point.

How long can my mattress stay in the box?

Whether the mattress is a gift that won’t be unwrapped until the holidays or special occasion, or an upgrade for the new place you haven’t moved into yet, we understand our customers may not be prepared to unbox their mattresses right away and that’s ok! Generally speaking, we recommend setting up the mattress within 3-4 weeks of receiving it. Unrolling it as soon as you can helps relieve the pressure that compression puts on the foam, and leaving it compressed for longer than 4 weeks could potentially damage the mattress. If you choose to leave the mattress in the box for more than a week, keep in mind it may take a little longer to expand to the proper shape/size since it's been compressed for longer than usual (you can still start using it within 2-3 hours of unboxing!) and your 100-Night Sleep Trial starts on the date of delivery by default. If you are unable to unbox the mattress within the recommended timeframe, please reach out to our support team as soon as possible to discuss alternative shipping options, including delaying delivery.

Will my mattress smell of "off-gas"?

Some people notice a new mattress smell for a few days, but it goes away quickly. Initially, we suggest letting the mattress air out by removing any sheets or mattress protector that cover it. The smell comes from the fresh new foam being packaged during transit and not from any harmful chemicals. We've been certified by CertiPUR-US® and GREENGUARD Gold to be free from many known harmful chemicals or gasses. 

How do I unbox my mattress?

Position your mattress on top of your bed frame and find the ends of the plastic wrap stuck to the side of the roll. Pull on the end of the plastic until the mattress is completely unrolled. Roll the mattress out so that it's flat, then pull off the remaining plastic. The mattress will begin expanding immediately, and you’re done. While we typically recommend giving it at least 2-3 hours to air out and expand, it's technically ready to sleep on right away!  It's also worth noting that the mattress will not FULLY expand for up to 48 hours, so please keep this in mind for your first couple of night's sleep!  Please note, the mattress will look smaller than normal size until you remove the plastic. 

What should I do with my old mattress?

Once your Pillow-Fight mattress arrives, we suggest donating your old mattress to an organization, such as Salvation Army, Habitat for Humanity, or Goodwill. Local churches, community centers and homeless shelters are also great options! Keep in mind that in order to donate used mattresses, they need to be free from rips, tears, and stains. You may be able to utilize a recycling service in your area to remove your old mattress for a small fee if a charity won't accept the donation.

Does Pillow-Fight use flame retardants or fiberglass?

Most mattresses that contain fiberglass use that in their fire barrier. Our TKO mattress do not contain fiberglass in any of their components. Our fire barrier is a knit blend of polyester and cotton, which has been treated with a food-grade salt. Our fire barrier satisfies both the 1633 (open flame) and 1632 (cigarette) burn test requirements.