FAQ

Frequently Asked Questions

Everything you need to know about Softr Sleep, our materials, shipping, and returns. Can't find your answer? Reach out at info@softr-sleep.com — we reply within 24 hours.

Ordering & Products

What makes the Softr Sleep pillow different?
Most pillows are built for your head. Ours is built for your neck. The contoured shape holds your cervical spine in a neutral position instead of letting it bend all night, and the cut-out wings on either side give your shoulder somewhere to go when you sleep on your side. Two different loft heights let you pick the side that suits how you sleep.

Which side should I use?
The pillow has a higher and a lower contour. Side sleepers generally need the higher side, since your shoulder creates more distance between your head and the mattress. Back sleepers usually do better on the lower side. Try both for a night or two — most people know within a week which one is theirs.

Is it firm or soft?
Supportive rather than plush. If you're coming from a flat, soft pillow, it will feel firm for the first few nights while your neck adjusts to being held in position instead of sinking. This settles for most people within a week. That's exactly what the 90-night trial is for.

Will it be too hot?
The core is ventilated and the cover is a breathable knit, so air moves through instead of being trapped. If you've had a memory foam pillow that felt like a radiator, that's usually a solid foam block with a dense cover — a different construction from ours.

What is the pillow made of?
A high-density memory foam core with mesh side panels for airflow, finished with a removable, machine-washable knit cover.

Will it lose its shape?
The core is high-density foam, chosen specifically because it holds its contour rather than compressing into a flat dip over time. Every pillow comes with a 2 year warranty.

How do I care for it?
Always use a pillowcase. The cover unzips and can be machine washed on a gentle cycle, then air dried. Don't machine wash or tumble dry the foam core itself — heat and moisture damage the structure. Spot clean the core if needed and let it dry fully.

Does it come vacuum packed?
Yes. Your pillow arrives compressed to reduce shipping impact. Unpack it and give it around 24 hours to fully expand into its proper shape before your first night on it.

Is there a smell when I open it?
There may be a faint new-foam scent out of the box, which is normal and harmless. Leave it in a ventilated room for a few hours and it disappears.

Colors may look slightly different on my screen — is that normal?
Yes. Colors and appearance can vary depending on your device and its settings. We do our best to represent every product accurately.

Shipping

Where do you ship?
We currently ship throughout Canada.

How much is shipping?
Shipping is free on every order — no minimum purchase.

How long will my order take?
Orders are processed within 1–3 business days (Mon–Fri). Transit takes 4–9 business days, for a total of roughly 5–12 business days. Order cutoff is 6:00 PM Eastern Time. During peak seasons delivery may take a little longer, and we'll let you know of any delays.

Are there addresses you can't ship to?
We don't ship to PO Boxes, military addresses (APO/FPO/DPO), or restricted areas.

What if my package is lost, damaged, or delivery fails?
If your package is lost or damaged in transit, email us right away at info@softr-sleep.com and we'll work with the carrier to sort it out. If a delivery fails due to an incorrect address or an undelivered package, the order may return to us — we'll contact you to arrange a new shipment, which may incur additional shipping costs.

Trial, Returns & Warranty

What is the 90-night trial?
Sleep on it for up to 90 nights. If it isn't right for you, contact us within 90 days of delivery and we'll arrange a return for a refund or exchange. We ask that you give it at least two weeks first — the adjustment period is real, and most people who nearly returned theirs are glad they waited.

Does the pillow need to be unused to return it?
No — that's the point of a sleep trial. We do ask that you keep the original packaging so the pillow can be shipped back safely, and that you use a pillowcase during the trial.

How do I start a return?
Email us at info@softr-sleep.com. If your return is accepted, we'll send you a return shipping label plus instructions on where to send your package. Please don't send anything back before requesting a return — items sent without approval won't be accepted.

What does the 2 year warranty cover?
The warranty covers defects in materials and workmanship, including the foam losing its shape under normal use. It doesn't cover damage from washing the core, stains, or general wear on the cover. Email us with your order number and a photo and we'll take it from there.

What if my item is defective or wrong?
Inspect your order as soon as it arrives and contact us immediately if anything is defective, damaged, or incorrect, so we can make it right.

Are any items non-returnable?
We can't accept returns on sale items or gift cards.

When will I get my refund?
Once we receive and inspect your return, we'll let you know if it's approved. If approved, you'll be refunded automatically to your original payment method within 10 business days. Note that your bank or card company may need extra time to post it. If more than 15 business days have passed since approval and you haven't seen your refund, email us at info@softr-sleep.com.

Payment

What payment methods do you accept?
American Express, Visa, Mastercard, Maestro, Apple Pay, Google Pay, and Shop Pay.

Is my payment secure?
Yes. Our site uses SSL encryption and is PCI-DSS compliant. Your full card number is never accessible to us — once your purchase is complete, we only see your billing and shipping details, order info, and the last 4 digits of your card.

Privacy & Contact

How do you handle my personal information?
We collect only what's needed to process your order, support you, and improve your experience, and we never rent, sell, or share your personal information for others to market to you. Full details are in our Privacy Policy.

How can I reach you?
Email: info@softr-sleep.com
Phone: +1 825 2559 359
Monday–Friday: 9:00 AM – 5:00 PM (GMT-4)
Weekends: 9:00 AM – 2:00 PM (GMT-4)
We aim to respond within 24 hours.