FAQs
At THEODORE GENERAL MERCHANDISE LLC, we want you to have the best shopping experience. Below are answers to our most frequently asked questions. If you can’t find the information you need, please feel free to contact us!
Products
Q: What types of pillows do you sell?
A: We offer a wide variety of pillows to meet your comfort needs:
Sleep Pillows: Traditional pillows for a comfortable night’s sleep
Thrust Pillows: Full-length pillows that provide extra support for side sleepers
Cushion Pillows: Decorative pillows for sofas, beds, and home décor
Inflatable Pillows: Lightweight and compact portable pillows perfect for travel, camping, and outdoor activities
Q: Are your pillows hypoallergenic?
A: Many of our pillows are made with hypoallergenic materials. Whether a pillow is hypoallergenic is stated in the description on each product page. If you have any allergy concerns, please contact us for assistance.
Q: How do I choose the right pillow?
A: The right pillow depends on your sleeping position, your preference for pillow firmness, and any special needs such as neck support. Here’s a brief guide:
Side sleepers: Firmer, thicker pillows (thrust pillows are great!)
Back sleepers: Medium-support pillows that conform to the body’s curves
Stomach sleepers: Soft, thinner pillows
Travelers: Portable inflatable pillows
Q: Do you offer custom or personalized pillows?
A: We do not currently offer custom or personalized pillows. However, we are constantly expanding our product line, so please stay tuned!
Orders & Payments
Q: How do I place an order?
A: Simply browse our products, add items to your cart, and then checkout. You will need to provide shipping information and payment details to complete your purchase.
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express, Discover) and PayPal. All payments are processed securely.
Q: Will I receive an order confirmation email?
A: Yes! After placing your order, you will receive a confirmation email containing your order details. If you haven’t received it, please check your spam/junk mail folder or contact us. Q: Can I modify or cancel my order after placing it?
A: You can cancel your order within 24 hours of purchase and receive a full refund. After 24 hours, your order may have been processed and shipped. To modify or cancel your order, please contact us immediately: [email protected].
Q: Is my payment information secure?
A: Absolutely secure. We use industry-standard encryption technology and secure payment processing systems to protect your financial information. We never store your complete credit card information on our servers.
Shipping
Q: Do you ship to my address?
A: We ship to all addresses within the United States, including P.O. Boxes and APO/FPO addresses. We also offer international shipping if needed—please contact us for more information.
Q: How much is the shipping cost?
A: Shipping costs will be calculated at checkout based on your shipping address, order size, and chosen shipping method. We occasionally have free shipping promotions—please visit our homepage for the latest offers!
Q: How long will it take to receive my order? A:
Processing Time: 1-2 business days
Delivery Time: 3-7 business days (depending on your shipping address and delivery method)
You will receive a shipping confirmation email with tracking information after your order is shipped.
Q: Can I track my order?
A: Yes! You will receive an email with tracking information after your order is shipped. You can also track your order by logging into your account on our website.
Q: What if my package is lost or delayed?
A: While most packages are delivered on time, delays can occasionally occur due to weather, carrier issues, or other unforeseen circumstances. If your package is severely delayed or appears to be lost, please contact us and we will assist you in tracking it.
Returns and Refunds
Q: What is your return policy?
A: We offer a 30-day return policy from the date of receipt. Items must be unused, in their original condition, and in their original packaging. Please see our full refund and return policy for details.
Q: How do I return an item?
A: To initiate a return:
Please send an email to [email protected] with your order number and reason for return.
We will provide a Return Authorization (RA) number and return instructions.
Please send the item to our return address (see below).
Q: Where should I send the return?
A: Please send all returns to:
20310 Highway 160 Unit 217, Durango, CO 81303
Important: Returns without a Return Authorization number may be refused.
Q: Who pays for return shipping?
A: Unless the return is due to our error (e.g., wrong item sent or defective product), the customer is responsible for return shipping costs.
Q: Can I exchange it instead of returning it?
A: To serve you faster, we recommend returning the original item for a refund, then reordering the item you want. If you received a defective or damaged item, please contact us for assistance with an exchange.
Product Care
Q: How do I clean my pillow?
A: Care instructions vary depending on the product. Please check the care label on your pillow. General care:
Machine washable pillows: Follow the instructions on the washing label.
Non-machine washable pillows: Spot clean with a mild detergent, then air dry.
Air-filled pillows: Wipe clean with a damp cloth.
Q: How often should I change my pillow?
A: For optimal comfort and support, most pillows should be replaced every 1-2 years. Signs such as pillow deformation, clumping, persistent odor, or neck pain upon waking indicate the need for a new pillow.
Any other questions?
We’re here to help! Please feel free to contact us anytime:
THEODORE GENERAL MERCHANDISE LLC
📞 (857) 833-7159
📍 20310 Highway 160 Unit 217, Durango, CO 81303