Customer Service
Customer Service
We don't just say "customer service" but we really mean it! Should we ever do something that you feel merits our immediate attention please contact us. We aren't just about great decorative throw pillows but about happy customers with great decorative throw pillows.
FREE SHIPPING ON ORDERS OF $99 OR MORE!
All items qualify for free shipping. As long as your total order size, excluding any shipping charges, is greater than $99 your order will ship for free. Sorry but this offer is only good for the 48-contiguous US states and is on ground shipments only.
All of our orders ship from our workroom and warehouse just outside of Boston, Massachusetts. Most orders ship within 3-5 business days and take between 1-5 days in transit (the further away you are from Boston the longer it takes.) All shipments are through UPS or FedEx Ground unless expedited service is selected otherwise during checkout. Please note, while we will make every effort to ship our designer throw pillows as quickly as possible expedited service only determines the speed of actual delivery transit and not production time. It may still require 3-5 business days to produce your order before shipping. For rush orders we always recommend you contact us first to confirm immediate availability. The majority of our items can ship within 1-2 days but we always quote 3-5 business days just to be safe.
We will ship anywhere in the world. If you don't see your country listed upon checkout, please contact us so we can help make the freight arrangements with you.
Privacy & Security
We take your privacy very seriously. Please review our Privacy Policy should you want to know just how serious.
Returns & Replacements
We want you to be happy with your purchase and sometimes that means what you thought you were buying doesn't always seem that way when it is received. So, we offer an easy 30-day return and/or exchange policy on purchases. We will refund your purchase total, less our costs for shipping and handling each way. Please consider the following about returns and/or exchanges:
- Items shipped free will have our shipping cost deducted from the amount refunded.
- All our items generally ship within 3-5 business days and sometimes even sooner. Once an item has shipped it is too late to cancel it and shipping charges will be incurred.
- Refunded items must appear to be in new condition and in their original packaging.
- Exchanges will be for equal order value less any shipping costs and additional shipping charges may apply.
If an item is received damaged or defective, please contact us immediately so we can work to resolve the problem. Commonly with defective or damaged items we will ask for a digital photo of the problem so we can best understand how to resolve the defect. Very often we will either replace the defective item or issue a call-tag and repair the item. If the item was damaged during freight please retain the original packaging so we can work with the freight carrier to collect on the insurance claim prior to replacing the item. All of our orders shipped fully insured.
The exception to items that cannot be returned are those labelled as "final sale" or non-returnable usually associated with a sale or discounted item and is clearly marked at time of sale.
If you received one of our items as a gift, we will accept it as an exchange for equal value. Contact us with the order number that should be included with the package shipment (or sometimes the gift givers name will also work,) and we will provide you with a Return Authorization and apply a credit to your account upon receipt of the returned goods. We will request you ship the items you wish to return to us at your expense but any available free shipping promotions may apply on the replacement order at time of redemption.
Payment, Pricing & Guarantees
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money! As we are the manufacturer of these throw pillows and sell them to you at direct factory prices we don't believe you will find it for less than we are currently selling them. However, we will not be undersold so please contact Customer Service at hello@thepillowcollection.com or calling us directly at 888-617-4556 should you find a better price.
We accept all major credit cards in addition to PayPal Payments. We use SSL 128-bit encryption when collecting your personal information and when processing your payment so you can rest assured that your payment processing is secure. We will never ask you to email us your credit card information nor ever call you and ask you for this information so please do not tell us if we ask. All payments are received through an online encrypted secure process.
If you need a copy of your invoice please login to your thepillowcollection.com account and select Order History from the left navigation menu. You can also always contact us directly at hello@thepillowcollection.com or by telephone at 888-617-4556.
Any credits due from the return of your pillows may take 7-10 days for processing. We will always refund your same account used in your original purchase.
We charge sales tax on all orders with a Massachusetts shipping address at the current tax rate of 6.25%.