Shipping policy

This Shipping Policy explains how Moulk Inc., doing business as The Pillow Comfort (“The Pillow Comfort,” “we,” “us,” or “our”), processes, ships, and delivers orders placed through thepillowcomfort.com.

Operator: Moulk Inc. d/b/a The Pillow Comfort
Business Address: 25201 Avenue Tibbitts, STE 210, Valencia, CA 91355, United States
Support Email: support@thepillowcomfort.com

We currently ship to customers located in the United States only, unless we expressly state otherwise on the Site.

We currently ship only to eligible U.S. delivery addresses accepted during checkout. Delivery availability for Alaska, Hawaii, U.S. territories, P.O. boxes, APO/FPO/DPO addresses, and freight-forwarding addresses may be limited or unavailable. Please contact us before ordering if you are unsure whether we can deliver to your address.

Orders are prepared and shipped from California by the end of the next business day after the order is successfully placed.

Processing time is separate from carrier transit time and delivery time.

For purposes of this Policy, business days are Monday through Friday, excluding U.S. federal holidays. Orders are generally not processed or shipped on weekends or federal holidays.

During periods of high order volume, promotions, product launches, holidays, inventory reviews, severe weather, carrier disruptions, or other unusual circumstances, processing may take longer.

We may ship orders using carriers such as:

• USPS
• UPS
• FedEx
• DHL
• or other delivery providers we choose from time to time

We reserve the right to select the shipping carrier and method used for any order, unless a specific shipping method is expressly offered and selected during checkout.

Estimated delivery times shown on the Site, during checkout, in order confirmations, or in shipping notifications are estimates only unless we expressly state otherwise.

After an order is shipped, actual delivery time may vary based on:

• destination;
• carrier performance;
• weather;
• holidays;
• peak shipping periods;
• security screenings;
• incomplete or incorrect address information;
• delivery access issues; and
• other factors outside our reasonable control.

We do not guarantee delivery by a specific date unless we expressly agree to do so in writing.

Shipping charges, if applicable, are shown at checkout before you complete your order.

If we offer free shipping, promotional shipping, or shipping discounts, those offers:

• may be subject to minimum purchase requirements;
• may apply only to qualifying U.S. addresses or shipping methods;
• may exclude certain products, promotions, or destinations; and
• may be modified or withdrawn at any time unless already applied to a completed order.

Any applicable shipping charges are generally non-refundable unless:

• required by applicable law; or
• the return is due to our error, such as sending the wrong item or confirming a valid damaged/defective-item claim.

You are responsible for providing a complete, accurate, and deliverable shipping address.

We are not responsible for delays, losses, failed deliveries, or returned packages resulting from:

• incorrect or incomplete address information;
• undeliverable locations;
• refusal of delivery;
• failure to retrieve the package; or
• address issues outside our control.

If an order is returned to sender because of an incorrect or incomplete address provided by the customer, we may deduct the actual shipping and carrier charges reasonably incurred, where permitted by law. Any deduction will not exceed the costs actually incurred. We may require payment of additional shipping costs before reshipping the order.

Once your order ships, you’ll receive a shipping confirmation email with tracking information, if available. Carrier scan updates may not appear immediately after shipment. If you need assistance, contact us at support@thepillowcomfort.com with your order number.

Tracking information and scan updates are provided by third-party carriers and may not appear immediately after shipment.

We maintain a reasonable basis for any shipment timeframe stated on the Site or during checkout.

If we cannot ship your order within the timeframe represented at the time of purchase, or within 30 days when no shipment timeframe was stated, we will provide any delay notice, request for consent, cancellation option, and refund required by applicable law.

Carrier transit delays that occur after an order has shipped may be outside our control. We will nevertheless provide reasonable assistance with available tracking information or carrier inquiries.

If your tracking shows that a package was delivered but you have not received it, please:

• confirm the shipping address on the order;
• check around the delivery location, mailbox, parcel locker, front desk, or with household members;
• contact the carrier directly if appropriate; and
• contact us at support@thepillowcomfort.com if you still need assistance.

We will review the available tracking information and circumstances and may assist with a carrier investigation where appropriate. A carrier’s delivered status does not automatically guarantee a refund or replacement, and each request will be evaluated using the available evidence and applicable law.

Please inspect your order after delivery. If an item arrives damaged, visibly defective, or incorrect, contact us as soon as reasonably possible, preferably within seven days after delivery.

Please include:

your order number; a description of the issue; and clear photographs or videos of the product, shipping box, shipping label, and packaging, where applicable.

Failure to contact us within seven days does not limit any non-waivable rights relating to a defect that could not reasonably have been discovered during that period.

Confirmed damaged, defective, or incorrect-item claims will be handled according to our Returns & Refunds Policy.

• If an order is refused, unclaimed, undeliverable, or returned to sender for reasons not caused by us, we may deduct the actual shipping and carrier charges reasonably incurred, where permitted by law. Any deduction will not exceed the costs actually incurred.
• If a package is returned because of an incorrect or incomplete address provided by the customer, we may issue a refund less the actual shipping and carrier costs incurred or require payment of additional shipping costs before reshipping.
• This section does not apply when the refusal or return results from our error, a confirmed product defect, confirmed transit damage, or where applicable law requires otherwise.

If your order contains multiple items, we may ship items separately when reasonably necessary due to inventory availability, packaging needs, warehouse processing, or logistics decisions.

We reserve the right to make partial shipments where appropriate.

We will not charge additional shipping fees solely because we choose to divide an order into multiple shipments, unless additional charges were clearly disclosed and accepted before purchase.

As stated in our Terms of Service, and to the extent permitted by applicable law, title and risk of loss generally pass upon delivery to the shipping address provided in your order.

Nothing in this Shipping Policy limits any non-waivable rights you may have under applicable law.

We are not responsible for shipping or delivery failures caused by events outside our reasonable control, including:

• carrier disruption;
• severe weather;
• natural disaster;
• labor interruption;
• public emergency;
• government action;
• supply chain disruption;
• customs or security screening;
• or other force majeure events.

We may update this Shipping Policy from time to time. The revised version will be posted on this page with an updated “Last Updated” date.

Unless applicable law requires otherwise, an order will generally be governed by the Shipping Policy in effect when that order was placed.

If you have questions about shipping, delivery, or an order, please contact us at:

Moulk Inc. d/b/a The Pillow Comfort
25201 Avenue Tibbitts, STE 210
Valencia, CA 91355
United States

Email: support@thepillowcomfort.com