FAQ

General

How do I adjust my pillow?

1. Open the zipper on outer cover.
2. Open the zipper on inner liner.
3. Add or remove fill to desired level.
4. Close zipper and fluff pillow to redistribute the fill prior to use.
You can also watch our videos on how to adjust HERE.

How do I wash my pillow?

Removable Cover
To Wash: Wash in cold water, delicate cycle. Do not use fabric softener or bleach.
To Dry: Tumble dry low. Make sure the cover is completely dry before use.
Inner Pillow
To Wash: Secure the zipper closed with a safety pin to ensure that it does not open/spill memory foam during the wash.
Wash in cold water, delicate cycle. Do not use fabric softener and bleach.
To Dry: Tumble dry low 3-5 hours.* Make sure the inner pillow is completely dry before use. If not completely dry, place pillow back in dryer and continue to dry until no moisture is found inside.
 
*May take longer depending on your dryer.

How do I enact my warranty?

We’re happy to offer a 5-year limited warranty for our pillows

To make a warranty claim,email service@jiaao.com and provide us with your order number.

If you’re giving our products as gifts, please provide the lucky recipient with the order number you receive in your confirmation email. We can’t verify an order or enact a warranty without this.

Warranties only apply to products that are purchased directly from Jiaao or its authorized sellers.

The warranty covers material damage to the pillow(s)/protector(s)/ pad(s) incurred under correct use or manufacturer defect. Jiaao is not liable for claims that exceed the cost of the product. The warranty does not cover any damage to your mattress or pillows due to improper care of the protector/pad. Jiaao is not responsible for any incidental or consequential damage from the use of its products. The warranty does not apply in cases of misuse or abuse of the products. Improper installation or failure to follow washing instructions will void the warranty. The protector(s)/ pad(s) can become discolored in rare cases, but that does not compromise the quality of the protector(s)/ pad(s) and is not covered by the warranty.

Do you have a store I can visit to test out a pillow?

There’s no better way to test out a pillow than in your very own home! so you can wash it, dry it, and adjust it any way you’d like to fit your sleeping style. Doesn’t this beat poking at a pillow (that other strangers have touched) in a dirty store aisle?

If you’re not 100% satisfied with your pillow during your trial period, let us know and we’ll either figure out how to improve your experience or issue you a full refund. Your comfort and happiness are important to us.

Accordion Panel

New memory foam tends to have a slight scent as a result of the production process. No worries, you can easily reduce the scent by tossing the whole pillow in the dryer on low heat for an hour or two with a dryer sheet. If you don’t have a dryer, allow the pillow to air out for a day or two in direct sunlight.

Should I use an additional pillowcase?

It’s not necessary and can actually block our pillow’s breathability and cooling properties. Our outer cover is also machine washable and dryer friendly. However, if you want to personalize your pillow with a different pillowcase, it’s completely up to you.
We’ve listed our pillow dimensions below if you want to use a different pillowcase.

What are the Pillows made out of?

The shredder memory foam pillow outer case is 64% polyester & 36% Viscose of Bamboo,The fill is a viscoelastic polyurethane foam, also known as memory foam, which is coated in a fine layer of microfiber to help reduce clumping.

The U-shape has removable case and memory foam inner material. The washable case is made of 85% Cotton & 10% Polyester & 5% Spandex. The filling material is made of memory foam which is 100% pure memory foam with no additives and it could provide optimal neck, shoulder and head support.

How do I redeem my VIP club discount?

Our VIP discount code is available when you sign up for our VIP club on our website. To redeem it, just enter the code at checkout in the “Gift card or discount code” section and click “Apply.” It is valid toward your next order and excludes bundles and sale items. Limit one code per order.

Shipping

How much does shipping cost, and how long does it take?

Shipping is free for all U.S. orders on our website,ue Amazon’s FBA delivery.

It typically takes 1 business day to process your order and another 3-5 business days to arrive at your destination. Please keep in mind that any orders placed after 1 p.m. PST will be processed the following business day.

I put in the wrong shipping address. What do I do?

Notify us as soon as possible by email us at service@jiaao.com. We’ll try our best to help.

What's the return policy?

We have a 90-day return policy for all of our products. If you are not 100% satisfied with your purchase, feel free to contact us at our phone number or email address listed below. We’ll send you a pre-paid return label for a free, easy return. Once we receive your returned item(s), we’ll issue you a full refund within 2 business days to the form of payment you made your purchase with.

My package went missing. What should I do?

Unfortunately, we are not responsible for lost or stolen packages if the courier has marked the package as “Delivered.” If you have any questions or need more assistance, please email us at service@jiaao.com.

How do I qualify for free shipping?

Free standard shipping is available to the 47 United States of America (excluding residents of Alaska, Hawaii, Rhode Island, overseas military installations, Puerto Rico, the District of Columbia, and other U.S. Territories).

If your question isn’t answered here, feel free to contact us at
service@jiaao.com