Frequently asked questions
When will I get my order?
We process and ship orders M-F, excluding holidays. Orders generally take 1-3 business days to ship, including orders marked for express delivery. During times of high volume, orders may take up to 4-5 business days to ship. The estimated processing times will be displayed at checkout when you select your shipping method.
You’ll get a notification and tracking number via email when a tracking number has been created. It may take a few hours for tracking to show updates after a label has been created, depending on the carrier.
On average,USA orders are delivered within 3-4 business days (not including processing time), sometimes sooner. Delivery times to Alaska, Hawaii, US Territories, and APO/FPO may take 5-7 business days.
Orders to Canada generally arrive within 5-9 business days (not including processing time) for most provinces but can take longer depending on the province. Please review our Canada-specific shipping FAQ for estimated transit times in each province.
Orders to the United Kingdom generally arrive within 1-3 business days (not including processing time) for most countries but can take longer depending on the country. Please review our UK-specific shipping FAQ for estimated transit times for each country. While most orders will ship out of the UK, select products may ship from our US facilities which will generally arrive in 5-7 business days. Please review transit time estimates which will be displayed at checkout.
Orders to Europe generally arrive within 5-10 business days (not including processing time) for most countries but can take longer depending on the country. Please review our EU-specific shipping FAQ for estimated transit times for each country. While most orders will ship out of The Netherlands or the UK, select products may ship from our US facilities which will generally arrive in 10-15 business days. Please review transit time estimates which will be displayed at checkout.
Orders toAustralia and New Zealandgenerally arrive within 6-12 business days (not including processing time) for most regions but can take longer depending on the region. Please review our Australia + New Zealand-specific shipping FAQ for estimated transit times in each province.
Orders to Mexico generally arrive within 10-15 business days (not including order + customs processing time) for most states but can take longer depending on the state. Please review our Mexico-specific shipping FAQ for more details.
We are not responsible for any delays with carrier transit times.
DO I NEED TO PAY FOR DUTIES OR TAXES?
For Canada, duties are covered in the cost of your shipment—you will not need to pay duties or clearance on any shipments to Canada. Tax is added separately at checkout.
For the United Kingdom and Europe, both duties and VAT are covered in the cost of your shipment—you will not need to pay duties or clearance on any shipments to the UK or Europe.
For Australia and New Zealand, both duties and GST are included in the cost of your shipment—you will not need to pay duties or clearance on any shipments to Australia and New Zealand.
For Mexico, both duties and VAT are included in the cost of your shipment—you will not need to pay duties or clearance on any shipments to Mexico.
What is the return policy?
We’re happy to accept returns, minus shipping costs, if you’re not satisfied with your order. To be eligible, the item must be unused and in the same condition in which you received it. Proof of purchase is also required.
To start a return, contact us at platepillows@gmail.com. If your return is accepted, we’ll send you instructions on how and where to return your package. Items returned without prior approval will not be accepted.
Once we receive and inspect your return, we’ll notify you of its status. If approved, your refund will be issued to your original payment method. Please note that your bank or credit card company may take additional time to process the refund.
For any return-related questions, contact us at platepillows@gmail.com.
What should I do if my order arrives damaged?
If your order arrives damaged, please email platepillows@gmail.com within 2 days of delivery and include clear photos of the damaged item and packaging. We’ll arrange a replacement as soon as possible. If the item is out of stock, we’ll issue a refund to your original payment method.