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Frequently Asked Questions

If your question isn’t answered here, feel free to email us at customerservice@coophomegoods.com, call us at 888.316.1886, or message us in our live chat.

General

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.

Since we want you to experience your best sleep possible, we offer free loft customization for purchases of our Original Pillow and Eden Pillow. This means that if you find that your pillow is not working for you as-is, simply call us and we will work toward customizing your fill to fit your needs.

The better you take care of your pillow, the better your pillow will take care of you.

 

Here are our recommended care instructions to keep your Coop pillow at its best:

 

Daily

Fluff up your pillow by hand every morning to help it maintain its shape.

 

Weekly

Wash your pillowcase every 1-2 weeks to keep it clean.

 

Monthly

Tumble dry your pillow on low heat for 15-30 minutes once a month. This will freshen up your pillow and revitalize its loft.

 

Annually

In the case of a spill, you can wash your pillow. We do not recommend washing your pillow more than once a year.

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 or bleach.To Dry: Dry one pillow at a time. Tumble dry low until the inner pillow is completely dry before use. This may take several cycles and differs depending on your washer and dryer.

Our pillows are made of all brand new materials that are produced specifically for your pillow, because of this, new pillows don't need to be washed right out of the box. If you do wish to wash, we ask that you follow these directions:

 

Removable Pillowcase

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 Liner

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 or bleach.To Dry: Dry one pillow at a time. Tumble dry low until the inner pillow is completely dry before use. This may take several cycles and differs depending on your washer and dryer.


Have a Body Pillow? Follow these wash and care instructions:

 

If you do wish to wash your Body Pillow, we recommend using a commercial washer and dryer.

 

To wash: Wash in cold water, delicate cycle. Do not use fabric softener or bleach.

 

To dry: Tumble dry low. To ensure that the memory foam fill dries completely, we recommend separating the fill into a delicates laundry bag before drying to increase the airflow and quicken the drying process. It may take multiple dryer cycles to completely dry the contents of the pillow.

 

Please note that in order to maintain the integrity of your pillow, we do not recommend washing your pillow more than once a year.

While we’re based online rather than in a retail store, we offer a 100-day return policy to allow you plenty of time to try out your pillow at home. If you’re not 100% in love with your pillow during your trial period, let us know so we can figure out how to improve your experience or help you start a free, easy return.

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.Keep in mind that the new foam scent is not harmful, as our foam isCertiPUR-US®andGREENGUARD Goldcertified for your safety.

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 dimensions of the pillow?

Standard: 20 inches x 26 inches

Queen: 20 inches x 30 inches

King: 20 inches x 36 inches

Body: 20 inches x 54 inches


The depth of our king, queen, and standard pillows is about 6 inches, but can be adjusted to meet your preference.
The depth of our body pillow can range from 6-10 inches, but can be adjusted to meet your preference.

The outer case is a blend of 40% bamboo-derived viscose rayon and 60% polyester. 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.

Because we only use the highest quality memory foam for our pillows, we manufacture brand new foam in our factory.

During the manufacturing process, the memory foam needs time to dry completely. At this stage, we use a black marker to mark the new memory foam buns with the manufacture date. As a result, some of the foam pieces may have remnants of this ink, but rest assured — it’s completely harmless.

Additionally, our foam is CertiPUR-US® certified, meaning that it has been rigorously tested for content, emissions, and durability and meets all standards.

Memory foam is temperature sensitive, so the pillow will become firm at temperatures below 65° F. If exposed to temperatures below 50° F, the pillow will feel solid. We recommend throwing the pillow in the dryer on low heat for 30 minutes to warm up, or if you're in an area with the temperature above 65° F, you can let it warm up in direct sunlight.

While both pillows are adjustable to suit your body type, sleep position, and personal preference, they have a few differences between them:

Eden Pillow

Soft density for a luxurious, down-like feelContains gel-infused fill for a comfortable, cooling effect while you sleepThe outer case features a gusseted edge to prevent pillow pinch (when the edges of your pillow slope together and fill gets pushed out from under your neck) and promote a more even surface


Original Pillow

Medium firm density for a balance between support and comfortContains a blend of memory foam and microfiber

Absolutely not — we only create products that we would feel safe using in our own homes.

 

That’s why our foam is CertiPUR-US® certified and made without PBDEs (polybrominated diphenyl ethers), TDCPP, or TCEP ("Tris") flame retardants. We would never want to expose our customers to toxic chemicals, and we also manufacture our pillows in California, where PBDEs have been banned.

 

To read more about our CertiPUR-US® certification and what it means, you can visit their site: http://certipur.us

California residents - questions about Proposition 65?

It is required by the state of California that we, as the seller of our products, inform the public about the possible presence of certain chemicals in our products. While we do not believe that our products contain any of the chemicals covered under Proposition 65, we are nevertheless required to provide the following:

WARNING: This product contains a chemical (or chemicals) known to the State of California to cause cancer, birth defects, or other reproductive harm.

Please note that Coop Home Goods only uses CertiPUR-US® certified foam that is made without ozone depleters, certain flame-retardant chemicals (PBDEs, TDCPP & TCEP flame retardants), and heavy metals.

At Coop Home Goods, we hold our products to the highest standards. If you have any questions about our products or Proposition 65, please contact our customer service department.

Insert: Do not machine wash or machine dry the foam pillow. If the foam pillow becomes soiled, spot clean with a sponge and mild detergent. Wipe the pillow with a clean damp sponge, gently wring out any remaining water, and air dry. Do not use an excessive amount of water to clean the pillow.

 

Cover: Machine wash separately inside out with cold water delicate cycle. Do not bleach. Tumble dry low.

Discount Codes

We're sorry that you're having trouble applying a code! Our discount codes exclude value bundles and gift cards, and certain codes may be product-specific. Our checkout system only allows a maximum of one discount code to be applied, so codes can't be stacked. Go ahead and choose the better deal!

 

A couple other points:

We can only honor active discount codes. If a code has expired, it won't be able to be applied to your order.We do not currently work with any discount code sites, and often times, the codes provided on these sites are inaccurate. You can only add active discount codes, so make sure to sign up for our VIP club to stay updated on our latest promotions!

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 value bundles and gift cards. Limit one code per order.

Certifications

The STANDARD 100 by OEKO-TEX® is an independent testing and certification system for textile raw materials, intermediate and end products at all stages of production.

 

Our Pillow ProtectorMattress Protector, The Cool Side Pillowcase, and Incontinence Pad are OEKO-TEX® certified.

CertiPUR-US® is a certification program administered by a not-for-profit organization.

 

CertiPUR-US certified foams are:

Made without ozone depletersMade without PBDEs, TDCPP or TCEP (”Tris”) flame retardantsMade without mercury, lead, and other heavy metalsMade without formaldehydeMade without phthalates regulated by the Consumer Product Safety CommissionLow VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million)


Our Original Pillow, Eden Pillow, Body Pillow, Toddler Pillow, Travel and Camping Pillow, Eden Pillow Refill, Original Pillow Refill (Firm Density), and Original Pillow Refill (Medium Density) are all CertiPUR-US certified.

GREENGUARD Gold Certification offers strict certification criteria, considers safety factors to account for sensitive individuals (such as children and the elderly), and ensures that a product is acceptable for use in environments such as schools and healthcare facilities. Products that have achieved GREENGUARD Certification are scientifically proven to meet some of the world’s most rigorous, third-party chemical emissions standards—helping reduce indoor air pollution and the risk of chemical exposure while aiding in the creation of healthier indoor environments.

 

Our Original PillowEden PillowToddler Pillow, and Travel and Camping Pillow are GREENGUARD Gold certified.

Warranty

We’re happy to offer a 5-year limited warranty for our pillows. To make a warranty claim, call 888.316.1886 or email customerservice@coophomegoods.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 Coop Home Goods or its authorized sellers.

The warranty covers material damage to the pillow(s) incurred under correct use or manufacturer defect. Coop Home Goods is not liable for claims that exceed the cost of the product. Coop Home Goods 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.

Any warranty claims outside of the 50 states are responsible for shipping and any applicable duties and taxes.

We offer a limited manufacturer warranty for the Pillow Protector, Mattress Protector, and Incontinence Pad. To make a warranty claim, call 888.316.1886 or email customerservice@coophomegoods.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 Coop Home Goods or its authorized sellers.

The warranty covers material damage to the protector(s)/ pad(s) incurred under correct use or manufacturer defect. Coop Home Goods 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. Coop Home Goods 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.

Pillow Protectors received as a free gift are not eligible for any returns or exchanges. Warranty is considered null and void on free gifts and will not apply to items that have been gifted or refunded.

Any warranty claims outside of the 50 states are responsible for shipping and any applicable duties and taxes.

We’re happy to offer a 1-year limited warranty for the Silk Sleep Set, Silk Pillowcase, and Silk Eye Mask. To make a warranty claim, call 888.316.1886 or email customerservice@coophomegoods.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 Coop Home Goods or its authorized sellers.

 

The warranty covers material damage to the Silk Sleep Set/Silk Pillowcase/Silk Eye Mask incurred under correct use or manufacturer defect. Coop Home Goods is not liable for claims that exceed the cost of the product. Coop Home Goods 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.

Any warranty claims outside of the 50 states are responsible for shipping and any applicable duties and taxes.

We’re happy to offer a 5-year limited warranty for our Solstice Sheet Set. To make a warranty claim, call 888.316.1886 or email customerservice@coophomegoods.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 Coop Home Goods or its authorized sellers.

The warranty covers material damage to the Solstice Sheet Set incurred under correct use or manufacturer defect. Coop Home Goods is not liable for claims that exceed the cost of the product. Coop Home Goods 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.

 

Any warranty claims outside of the 50 states are responsible for shipping and any applicable duties and taxes.

We’re happy to offer a 5-year limited warranty for our Flip Mattress Topper. To make a warranty claim, call 888.316.1886 or email customerservice@coophomegoods.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 Coop Home Goods or its authorized sellers.

The warranty covers material damage to the Flip Mattress Topper incurred under correct use or manufacturer defect. Coop Home Goods is not liable for claims that exceed the cost of the product. Coop Home Goods 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.

 

Any warranty claims outside of the 50 states are responsible for shipping and any applicable duties and taxes.

Shipping/Returns

Free standard shipping is available to the 48 contiguous states in the United States of America (excluding residents of Alaska, Hawaii, overseas military installations, Puerto Rico, and other U.S. Territories).


Our shipping takes 5-7 business days for the majority of orders. It can take up to 10 business days in rare instances.*


If you haven’t received your package by the 7th business day, don’t worry — it’s still on its way! If your package hasn’t arrived by the 10th business day, please reach out to us so we can start a trace with the carrier to make sure you get your order.


Please keep in mind that we ship orders Monday through Friday (this excludes weekends), and any orders placed after 1 p.m. PST will be processed the following business day.


*Shipping timelines and cutoffs are based on shipping estimates provided by UPS, USPS, FEDEX, and any other carriers we may use. Please note that we cannot control or be liable for any delays nor guarantee any delivery dates due to circumstances beyond our control (i.e. weather-related, acts of God, natural disasters, or other Carrier related delays).

Free standard shipping is available to the 48 contiguous states in the United States of America (excluding residents of Alaska, Hawaii, overseas military installations, Puerto Rico, and other U.S. Territories).

Oh no! Notify us as soon as possible by calling us at 888.316.1886. We’ll try our best to help. Please keep in mind:

 

If your order hasn’t been sent to our fulfillment facility yet, we’d be happy to update your shipping address.If your order has been filled but hasn’t left our facility yet, we can help you create a new order and correct the shipping address. However, there will be a 20% restocking fee on your original order.If your order has already left our facility, we unfortunately won’t be able to help you change the shipping address. Please contact the courier directly to update the address.

We have a 100-day return policy for all of our products*. If you are not 100% satisfied with your purchase, feel free to contact us at 888-316-1886 or customerservice@coophomegoods.com. 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.

 

When pillows are returned to our headquarters, our team sorts through the bunch and donates gently used pillows to local charities.

If you have initiated a return with us during the 100-day return window and we’ve provided you with a pre-paid return label, you then have 30 days to ship your order back to us to receive your full refund.

 

If we receive your returned order past the 30-day shipping window, we are only able to issue you store credit (Coop credit) in the form of a gift card, which will be emailed to you. Coop credit will be valid toward your next order on www.coophomegoods.com and is not redeemable for cash unless the balance on the gift card is below $10 USD.

We are not responsible for lost or stolen packages if the courier has marked the package as “Delivered.” However, we'd be happy to assist you with your lost order. Please follow our steps below:

1. Please check with your household members or neighbors to see if anyone may have received the package. 

Often times, this is how our customers have found their lost packages. If no one has received your package, continue with the following steps.

 

2. You will need to open a claim with the shipping provider.

USPS: https://www.usps.com/help/claims.htm

UPS: https://www.ups.com/lasso/login?returnto=https%3a//www.ups.com/claims&reasonCode=-1

 

3. Contact us at 888.316.1886 or email us at customerservice@coophomegoods.com

Let us know that your package is missing and provide us with the following information:

Your claim number from the shipping providerA shipping address where an adult will be present to sign for the re-shipment

 

4. We'll re-ship out your order to you.