Shipping Policy
Operated by Xiangtan Zhongyou E-Commerce Co., Ltd. · Support: support@necksleep.com
Where we ship
We currently ship to addresses in the United States only. Every order is shipped from our workshop in China directly to your door — there is no U.S. warehouse, which is exactly why our trial policy never asks you to ship anything back.
Cost: free, and all-inclusive
Shipping is free. Orders are sent DDP (Delivered Duty Paid): import duties and taxes are prepaid by us and included in the price you pay at checkout. You will not receive a customs bill or a surcharge on delivery.
Processing and delivery times
Delivery timeframe: We are completing tracked test shipments to the U.S. West Coast, Midwest and East Coast before launch. The confirmed delivery window will be published on this page before checkout opens, and we will only promise a timeframe we have actually measured.
Orders are processed on business days. Once your order ships, you will receive a tracking number by email, and your 30-Night Trial clock starts on the day the carrier records delivery — not the day you ordered.
Package details
The Zhuyun pillow weighs about 2.98 kg (6.6 lb) and ships in its white gift box inside a protective outer carton; total parcel weight is under 6 kg. The fill makes a soft rattling sound when the box is moved — that's the wood beads, and it's normal.
Damaged, lost, or wrong orders
If your pillow arrives damaged, defective, or is not what you ordered, contact us at support@necksleep.com within 14 days of delivery with your order number (a photo helps us with quality control). We will replace the item or refund you in full — your choice — without asking you to return the damaged pillow to China.
Address changes
Contact us as soon as possible after ordering if your address is wrong. Once a parcel has been handed to the carrier, we cannot always redirect it, but we will do our best.