Frequently Asked Questions

1. Shipping & Delivery

Where do you ship from?

All orders ship from within the US.

How long will it take for my order to ship?

Orders typically ship within 1–2 business days.

What are the estimated delivery times?

Standard shipping takes 2–5 business days depending on your location.

How can I track my order?

Once shipped, you’ll receive an email with a tracking number. If you can't find it or need help with tracking, you can contact us and we'll provide you the tracking number again.

Do you ship internationally?

Not at this time. US shipping only for now.

What are the shipping costs? Do you offer free shipping?

Shipping is calculated at checkout and based on total order value. Unless we run a promotion, shipping we do not offer free shippping

2. Orders & Returns

What is your return policy?

Due to the hygienic nature of our pillows, all sales are final.

How do I start a return or an exchange?

We do not accept returns or exchanges. Contact us if your order arrived damaged.

What is your satisfaction guarantee?

We stand by the quality of our products. If something’s wrong, please reach out immediately and we'll make it right.

Can I change or cancel my order after it has been placed?

Once an order is placed, it cannot be canceled or changed.

What should I do if my order arrives damaged?

Contact us within 7 days with photos and we’ll assist you.

3. Payments & Security

What payment methods do you accept?

Visa, MasterCard, AmEx, Discover, PayPal, Shop Pay, and Google Pay.

Is your website secure? Is my payment information safe?

Yes. We use Shopify’s Level 1 PCI DSS compliant infrastructure and SSL encryption.

Do you offer any financing or "buy now, pay later" options like Shop Pay Installments?

Yes. Select Shop Pay Installments at checkout to split your payment.

4. About PineTales® & Our Products

Where are your products made?

Our pillows are handcrafted in Turkey, China, and Vietnam using carefully selected natural materials.

Are your materials ethically and sustainably sourced?

Yes. We only work with suppliers who uphold responsible and sustainable practices.

Do you offer a warranty on your pillows?

Yes. Our pillows are covered against manufacturing defects within the first 2 months. Contact us if you notice an issue.

Where is PineTales® located?

Our operations and support team is located in Scottsdale, Arizona.