1. How long will it take before I receive my Down Etc products?
Orders placed by 12:00 P.S.T. for products that are in stock should be processed and shipped within 2-3 business days. Processed orders are typically shipped via UPS Ground, which takes 1-5 business days, depending on your delivery area. For most in-stock items, you can expect to receive your order within 3-8 business days of placing your order. We do not ship outside the contiguous 48 states.
2. Can you ship to a P.O. Box?

Unfortunately, we cannot process orders online with a billing and/or shipping address that is a P.O. Box. Please call us at the Down Etc offices so we can manually process your order. Our phone number is (415) 348-0084.

3. An item I ordered is on back order. What does that mean?
A back ordered item is a product that is not currently in stock. No worries, we have ordered more and they will be arriving shortly. On the product page of the item you wish to purchase, you can press the "Notify Me When Available" button and enter your email address to receive notification when the item is back in stock. If you have questions about the availability of a back ordered item, simply call us at 415-348-0084 or email us at logistics@downetc.com and we would be pleased to offer any assistance.
4. How do you ship my order and what is the cost of shipping?
Down Etc ships via UPS Ground unless otherwise specified. Processed orders shipped via UPS Ground typically take 1-5 business days, depending on your delivery area. For most in-stock items, you can expect to receive your order within 3-8 business days of placing your order. We do not ship outside the contiguous 48 states.

Shipping charges are based on the amount of the purchase. Orders of $150 and over after discounts are applied and exclusive of taxes ship free of charge. Orders under $150 ship with the following charges:

Total Order Shipping Charges
Up to and including $25.00 $9.95
Over $25.00 and up to and including $100.00 $19.95
Over $100.00 and up to and including $149.99 $29.95
$150 and over after discounts are applied and exclusive of taxes Free

5. I received a split order?
Down Etc will ship orders in multiple boxes if one or more of the items in your order have been placed on back order, the items are too large to fit into one box, or the items are being shipped from more than one of our warehouses. Down Etc does not charge additional shipping for multiple shipments. We cannot ship to multiple addresses. If you wish to ship items to multiple addresses, multiple orders will need to be placed. If you have additional questions, simply call us at 415-348-0084 and we are pleased to offer any assistance.
6. Can I place an order to ship overseas?
We are not authorized to ship retail overseas, but many of our products are available from Amazon.com.
1. How do I return or exchange an item?
In the event you wish to return or exchange a product, please contact us at 415-348-0084 or by emailing us at logistics@downetc.com within 5 days of your receipt of the product. Down Etc will accept your return of unused merchandise if you contact us within 5 days of your receipt of the product and the product has not been used or slept on. Due to the nature of our products, we cannot accept returns of products that have been used or slept on. We do not accept for return or refund items purchased using discount, coupon, or promotion codes or items purchased on sale. You are responsible for all charges related to shipping your returned and exchanged product to us, including securing insurance or any other guarantee you wish to use to ensure that we receive the product. We will not process a return or exchange until we receive the originally-ordered product. Depending on the method you use to return your package, please allow up to 14 business days from the day you ship your return for your return to be processed and your account credited or the exchanged product to be shipped to you. If there is a price difference between the product you originally ordered and the exchanged product, your original form of payment will be credited or charged as appropriate. Returned products must be returned in the original package and accompanied by the packing form. They should be shipped to: Down Etc Attn: RETURNS 305 Adrian Road Millbrae, CA 94030 If you need extra assistance in determining the best products for your sleeping needs, we are pleased to assist you. Your satisfaction is our goal. Simply call us at 415-348-0084 or email us at logistics@downetc.com and we are pleased to offer assistance.
2. What if the product I receive is damaged, defective, or incorrect?
In the event you receive a product that is damaged or defective or not the product that you ordered, please contact us at 415-348-0084 or by emailing us at logistics@downetc.com within 5 days of your receipt of the product. Once we receive the returned product from you, we will either refund your payment method or replace the damaged, defective, or incorrect product, at your choice.
3. How long do I have to return or exchange an item?
In the event you wish to return or exchange a product, please contact us at 415-348-0084 or by emailing us at logistics@downetc.com within 5 days of your receipt of the product. Down Etc will accept your return of unused merchandise if you contact us within 5 days of your receipt of the product and the product has not been used or slept on. Due to the nature of our products, we cannot accept returns of products that have been used or slept on. You are responsible for all charges related to shipping your returned and exchanged product to us, including securing insurance or any other guarantee you wish to use to ensure that we receive the product. We will not process a return or exchange until we receive the originally ordered product. Depending on the method you use to return your package, please allow up to 14 business days from the day you ship your return for your return to be processed and your account credited or the exchanged product to be shipped to you. If there is a price difference between the product you originally ordered and the exchanged product, your original form of payment will be credited or charged as appropriate. Items purchased using a coupon, discount, or promotion code and items on sale may not be returned or refunded. Returns will be refunded only for the amount paid for the items purchased. Shipping costs will not be refunded. If the customer received free shipping, the amount paid by Down Etc for the original shipping will be deducted from the amount refunded. Returned products must be returned in their original packaging and accompanied by the original packing slip. They should be shipped to: Down Etc Attn: RETURNS, 305 Adrian Road, Millbrae, CA 94030 If you need extra assistance in determining the best products for your sleeping needs, we are pleased to assist you. Your satisfaction is our goal. Simply call us at 415-348-0084 or email us at logistics@downetc.com and we would be pleased to offer assistance.

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