If you need to return your order you will need to contact
us by email at
or by sending us a message on eBay before you return your order. You must
contact us within 30 days from the date the order was placed (date when you won
the item), not from the date when you received the item. Then, we will issue a
return authorization number (RA number) to be written on the box and the address
where the item should be sent. At this point it will be your responsibility to
return/pay for any costs of returning the item to Pacific Pillows. Any items
returned without RA numbers cannot be processed and will be refused.
addition, the item returned to us must be in NEW condition. Your package will be
refused if the product is not in new condition due to the following conditions:
1) the product has been damaged, stained, has odors, or has pet hair/hair 2) the
product has been used in an environment where persons have smoked near the
product, and/or 3) the product is missing any of its original retail packaging
including the tags on the items.
Upon receipt of the item we will refund you the full purchase price of the item
through the manner that the payment was made. This means that if the payment was
made through PayPal, the return will be done to the PayPal account provided when
the order was originally placed.
However, shipping is not refundable for any reason. Occasionally, we offer a
free shipping promotion. If you received free shipping when you placed your
order you will have your complete purchase price refunded less $7.00 to offset
some of our shipping expense.
Missing Product/Incorrect Product Shipped/Items that
Arrive Damaged: At least two people inspect every item we ship before it leaves
the warehouse to ensure that you are receiving high quality products and that
you are receiving the correct product that you ordered. Therefore, if you
received damaged product or are missing any items the problem likely occurred
after your order was picked up from our warehouse by the carrier. In order for
us to file a claim with the carrier we must be notified of the problem
immediately. Therefore, if you receive product that is damaged, find that
certain items are missing from your order, or if you receive the incorrect item
you must send our customer service department an email at
firstname.lastname@example.org or by sending us a
message on eBay within 7 days of receipt of your order. Items reported as having
arrived damaged after 7 days of the receipt of your order cannot be returned. If
you report a missing item or incorrectly shipped item after 7 days of the
receipt of your order we will investigate your claim, but you are not guaranteed
to receive a replacement item.