Orders, Returns and Shipping

If you need extra assistance in determining the best products for your sleeping needs, we are pleased to assist you.

You may try our pillow quiz to help with selecting the ideal pillow.

Your satisfaction is our goal. Simply reach out to us via our Contact page, and we would be pleased to offer assistance.

Before you click on the "Submit Order" button at Checkout, return to your Shopping Cart and edit items.

If you have already submitted your order, call us at 415-348-0084 immediately before the order gets processed and fulfilled, and we would be pleased to assist you in changing your order.

If your order has already been processed, your order cannot be changed, but you can return the item(s) according to our Returns policy.

Your confirmation email will be sent to the email address you used when placing your order. It is common to have a day-to-day email, but place an order with a different email or Shop Pay email address. Kindly check all regularly used email addresses.

The confirmation email may also fall into a promotional or spam folder. If you have checked all potential email addresses and spam folders, but cannot locate it, complete the contact form with your order number, and an associate will re-send the confirmation email.

Orders placed by 12:00 PT for products that are in stock should be processed and shipped within 2-3 business days. There may be a delay during heavy order times or holiday closures, such as Black Friday and Christmas. As soon as your order has been fulfilled and shipped, you will receive the tracking number at the email address used when placing your order.

Orders placed by 12:00 P.M. PT for products that are in stock should be processed and shipped within 2-3 business days. Contact us ASAP to have your shipping address modified. However, once the item has been fulfilled and shipped, we are unable to change your address. Items fulfilled by UPS will require a call directly to their customer service to try and modify the address. They may charge a change of address fee.

Simply type in your promotion, coupon, or discount code in the appropriate box during Checkout. Promotions, coupons, and discounts cannot be combined unless specifically disclosed in the promotion, coupon, or discount. Promotions, coupons, and discounts cannot be applied to items already on sale. Promotion, coupons, and discounts cannot be used on the purchase of Gift Cards. Promotion, coupons, and discounts are only valid for purchases made on www.downetc.com.

Items purchased using promotions, coupons, or discounts cannot be returned or refunded. If you need help, please fill out the contact form, and we would be pleased to offer any assistance.

You can redeem your gift card online during checkout. Simply type in your gift card number during checkout. You may redeem more than one gift card on an individual order, and you can also combine a gift card with a credit card payment. If you have any questions regarding your gift card use, simply fill out the contact form, and we would be pleased to offer assistance.

We distribute emails from downetc@downetc.com or info@downetc.com. These email addresses are used for marketing emails, as well as order and shipping confirmation emails, that you may receive from us. We notify customers when they subscribe to our preferred email list that they will be receiving emails from us, and you agree to receive emails from us when you place an order on our website.

Adding this address to your email address book will ensure that the special offers, promotions and news from info@downetc.com and downetc@downetc.com get delivered to you. If you would like to stop receiving emails, please unsubscribe via the unsubscribe button in the last email you received.

We moved to a new platform as of July 25, 2022. For security reasons, we could not migrate user passwords. For this reason, you will be required to re-register your account. If you do so with the previously used password, once you have re-registered and logged on, you will be able to view your entire history and orders.

Yes, you can place an order on the website without creating an account by placing an order as a guest at checkout.

In the event you wish to return a product, please reach out to us via our Contact page 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 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 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.

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

In the event you wish to return a product, please reach out to us via our Contact page 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 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 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.

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

We do not accept for return or refund items purchased using discount, coupon, or promotion codes or items purchased on sale.

In the event you wish to return a product, please contact us via our Contact page within 5 days of your receipt of the unused 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 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 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.

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 reach out to us via our Contact page, and we are pleased to offer assistance.

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.

In the event you receive a product that is damaged or defective or not the product that you ordered, please reach out to us via our Contact page within 5 days of your receipt of the product. We will provide you with a shipping label to return 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.

We do not offer exchanges at this time. Please return the item you do not want as provided herein and place a new order on downetc.com.

Orders placed by 12:00 PT 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. If you live in Alaska or Hawaii and wish to place an order, please contact us through our Contact page.

Unfortunately, we cannot process orders online with a billing and/or shipping address that is a P.O. Box. Please contact us at the down etc offices using our Contact page.

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 reach out to us thourhg our Contact page, and we would be pleased to offer any assistance.

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. If you live in Alaska or Hawaii and wish to place an order, please reach out to us via our Contact page.

Shipping charges are based on the amount of the purchase. Orders of $200 and over after discounts are applied and exclusive of taxes ship free of charge. Orders under $200 ship with the following charges:

Up to and including $25.00

Shipping Charge $9.95

Over $25.00 and up to and including $100.00

Shipping Charge $19.95

Over $100.00 and up to and including $199.99

Shipping Charge $29.95

$200 and over after discounts are applied and exclusive of taxes

Shipping Charge Free

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, please reach out to us through our Contact page, and we are pleased to offer any assistance.

We are not authorized to ship retail overseas, but many of our products are available from amazon.com.

We do not currently ship outside the contiguous 48 states. If you live in Alaska or Hawaii and wish to place an order, please reach out to us via our Contact page.