FAQ

Frequently Asked Questions


What happens if the pillow gets wet? Will it be ruined?

No. That is the beauty and purpose of Tillowz! You do not need to worry about whether the pillow gets wet. The inner pillow and pillowcase are both designed with the idea that they will get wet!

We made them easy to care for and fully machine washable and dry-able so you can relax at the beach or pool without worry. Just care for your pillow as you would care for any beach towel. If it gets wet, make sure you either throw it in the dryer or sit it out in a place where you would normally expect clothes and towels to dry.

The pillow will not get moldy and ruined. Just follow the simple care instructions on the hang tag and also listed below under “How do I clean my pillow?”

How do I clean my pillow?

All pillow cases and pillows are machine washable. The terry cloth pillow case should be removed for cleaning. It is recommend that you leave the Velcro sealed while washing to prevent Velcro from attaching to pillow case or other clothing.

Pillow case: Machine wash cold with like colors. Hang dry.

Pillow: Machine wash cold. Tumble dry low.

What shipping carrier do you use?

Most orders are shipped via United States Postal Service Priority Mail. Occasionally we use UPS for shipping to locations on the west coast of the United States.

What are the shipping charges?

Shipping and handling is a flat rate of $6.95.

Call for shipping prices for international purchases.

How long will my order take to arrive?

We make every effort to get your items to you quickly and efficiently. We ask that you please double check your shipping address as additional shipping charges will apply if your package is returned to us for an invalid or incomplete address.

In stock items typically are processed within 1-2 business days.  Shipping time depends on your location, but should be within 5-7 business days after your items are processed.

What if my item is damaged or defective when I receive it?

We make every effort to inspect our items and ensure quality before shipping.  However, should you find that your Tillowz or towel is damaged please notify us as soon as possible.

To report a damaged or defective product, please email us at sales@tillowz.com. Provide your name, address, telephone number, and issue with merchandise. We typically require a digital picture of the damaged/defective merchandise in order to process your case. Please attach a picture to the email.  Once your case is processed a replacement will be sent to you as soon as possible.

Tillowz policy does not cover products damaged due to neglect, improper usage, or acts-of-nature.

What is your Return Policy?

For non-customized orders

If you are not 100% satisfied within 30 days of the order delivery, you may return the merchandise for a full refund of the purchase price. Products must be returned in the same condition as when purchased.

To initiate the return of an item, first obtain a RETURN AUTHORIZATION by emailing sales@tillowz.com.  Provide your name, address, telephone number and reason for return. Once your return is approved, you will receive an email notification with the return address and all other relevant instructions. DO NOT RETURN DAMAGED OR DEFECTIVE MERCHANDISE!  (If you have received damaged or defective merchandise – see Damaged Products.)

Shipping costs are non-refundable and customers are responsible for shipping costs incurred in returning items.

Your credit card or Pay Pal account will be refunded once the item is received and inspected and found to be in the same condition as when purchased.

For customized orders

Customized orders are designed specifically for you and your company. As a result, all customized orders are final. We want to make sure you are happy with your customized order and work with you up front to ensure that you are receiving the look and feel you had in mind.