FAQ's
Frequent Questions
How can I track my shipment?
As soon as our warehouse sends out your order, you will receive a confirmation email with a tracking link and further details. Please, remember it can take up to 24 hours for the tracking link to begin working. In case it is stil not working after 24 hours, please contact us at cs@ostrichpillow.com
Where do you shipping to and how long does it take?
We ship to many locations worldwide. To check if your country is covered, take a look at all the destinations we serve in our Shipping page.
Can I get a refund without an order number or if the product was a gift?
No. Refunds can only be issued within 100 days of receipt and require a valid order number. The order number appears in the order confirmation sent to the purchaser.
Shipping
Can I change my shipping address?
We unfortunately cannot make any changes to your order once it has been processed. If you need to change the shipping address on a processed order, we recommend getting in touch with the courier in charge of delivering your parcel, providing them with your tracking details, and asking for an address change. To find out the courier being used, check the tracking link we have sent you.
I didn't receive my tracking email, what should I do?
If you haven't received your tracking information within 24 hours (business day) after placing your order, don't worry! Reach out to us at cs@ostrichpillow.com with your order number (which you can find in the order confirmation you received) and we will get back to you as fast as possible with tracking information.
NOTE: Please be aware that using PayPal eCheques service will result in a delay of approximately 1-2 weeks before your your order is confirmed and dispatched. This is due to the time it takes for PayPal (and similar services) to communicate with your bank and for the funds to clear.
My tracking link does not work, what should I do?
It can take up to 24 hours for the tracking link to begin working. In case it is still not working after 24 hours, please contact us at cs@ostrichpillow.com
What carrier do you use for shippings?
Depending on where the product is shipped from and where it is being sent, we use different carriers like USPS, UPS, FEDEX...
Will I be required to pay any custom duties or additional taxes?
All stated prices are inclusive of all applicable taxes for deliveries within the United States, Switzerland, Norway, and the European Union (unless stated otherwise on the product page). For other countries, all customs duties, fees, and other import duties that are imposed by that country will be borne by the customer. We invite you to contact your local custom authorities for details.
My package seems to be lost, what should I do?
If, after contacting the courier, you are told that your package is lost, please contact us at cs@ostrichpillow.com and we will gladly help you out.
Orders
My order hasn't reached me yet, what should I do?
All of our products are delivered using local courier services, so in the case of delays it's faster to contact the courier directly. To find out the courier being used, you can check the tracking link that we sent you. If there are any problems, you can contact us directly and we'll do our best to help at cs@ostrichpillow.com
When will I receive my order?
Orders are processed Monday through Friday, please take a look at the shipping rates and times on our Shipping section for more information.
Can I cancel my order?
Orders are processed inmediately after they are placed, so unfortunately we cannot accept cancellations once an order has been processed because it will already be en route. If you've received an order you had wanted to cancel, you can fill out our Return form.
Payments
What types of payment do you accept?
We accept payments by Credit Card (Visa & Master Card), PayPal, G-Pay, Bitcoin and Ethereum. When ordering with a credit card, your card will be charged immediately after placing the order.
Which currency will I be charged in?
We have three different online stores to offer the best shopping experience for our customers. For this reason, please make sure you purchase your order from the correct store based on your location.
Although prices are shown in local currencies, checkout prices are the following:
· If you place the order from United States or Canada, you will be charged in USD ($) at the Checkout.
· If you place the order from any European country, you will be charged in Euros (€) at the Checkout.
· If you place the order from any other country, you will be charged in USD ($) at the Checkout.
My discount code is not working, what can I do?
If your code isn't working, it's usually for 3 reasons:
· There's another active promotion and additional discounts are not valid.
· The code has been misspelled or not been spelled case sensitive
· The code may have expired.
If neither of these seem to be the case, let us know at cs@ostrichpillow.com
Returns
How can I return my order?
All items can be returned within 100 days of receipt if they have not been used. Please fill the Return form and we'll get in touch with you.
Where can I find my product Batch Code?
The Batch Code is a number we use to identify and control our production. It should look like OPXXXXXX (8 digits, as an example OPGV0215) and you can find it in the packaging and the product label.
Can I exchange my purchase for a different product?
We do not offer exchanges. If you would like to replace your product with another one, you can fill out a return form here and send back the product you do not want to keep and then place a new order in our store.
I've bought my product from another store, how can I return it?
Returns for products purchased at any other store are processed by their team. Please, contact the store where you bought you product.
Support
How do I take care of my Ostrichpillow®?
We know that taking care of your Ostrichpillow® is an important part of the long term relationship with it. Please, take a look at our Care recommendations section.
The product I want is out of stock, when will it be available again?
Sorry about that, but don't worry, more are on their way! If you'd like to be notified when a product is back in stock, you can let us know by emailing us at cs@ostrichpillow.com
Authenticity Notice
All products sold on the Ostrichpillow® official website are 100% original. They are protected by international treaties on intellectual property such as design registrations and trademarks. They have been designed with passion and hard work by our dedicated team and manufactured to respect our highest standards of quality. You may find several websites that sell counterfeit Ostrichpillow´s that have stolen our copyrighted images in an attempt to appear like the real deal. Counterfeit copies are illegal and these vendors are intentionally trying to deceive you. These untested products could pose a hazard to your health and have not been made with the same level of quality and care that ours have. Please take care and should you be in doubt regarding the legitimacy of your purchase, feel free to contact us at cs@ostrichpillow.com.
Wholesale & Distribution
I would like to sell Ostrichpillow® products. Who should I contact?
If you are a distribution company interested in selling Ostrichpillow® in your region, please contact us by filling out our Distribution form and we will get back to you shortly. If you prefer direct contact, please:
email us · orders@ostrichpillow.com
phone us · 0034 913 239 742
Our customer support and sales team operates Mon-Thu from 9am to 7pm and Fri from 9am to 3pm (GMT +1)
Warranty
Is my product under warranty?
Only purchases made on the Ostrichpillow® official website are covered by this warranty. If you buy our products from any of our authorized distributors, you should exercise the warranty before such distributors. If you wish to find out more, check here.
What happens if my damaged product was bought in a store?
You should contact the store directly to inform them of the issue.
Do I qualify for warranty without an order number or if the product was a gift?
To be able to replace your product, you will need to provide a valid order number which shows that it was purchased through our website. It should look like OP-XXXXXX and it appears in the receipt of your order.
About
I would like to write about Ostrichpillow®. Who should I contact?
To tell us a bit more about your request and to receive content from our press kit, you can get in touch using this form. In the meantime, you can read more about us here.
Where are the products made?
All our products are designed in Europe and carefully crafted in China under our constant quality control. All the suppliers we worked with are high quality partners. When choosing them, safety, environmental responsibility, and fair labour and ethical business practices are our top priorities.