Frequently Asked Questions
Have Questions? We have answers.
What are the dimensions of your Pillows?
Standard - 17.5"" x 26"
King - 17.5"" x 36"
Where are your Pillows made?
Our Pillows are made in China.
Can I wash my Pillow?
We do not suggest washing your Marlow Pillow. Our Pillows should be spot cleaned and regularly fluffed to restore loftiness. We highly suggest using a Pillow Protector and Pillowcase to keep your Pillow fresh.
Do you sell Gift Cards?
We do have E-Gift Cards available for purchase online! You can find those here. Once you purchase the E-Gift Card, you will receive an email with the gift code which you can then send to the recipient. All E-Gift Cards can be applied at checkout.
Why isn’t my promo code applying to my order?
At this time, promo codes cannot be used in combination with any other offers. Be sure you’re using only one qualifying code, feel free to reach out to us at firstname.lastname@example.org if you’re still having trouble.
Which shipping carriers do you use?
At this time, our orders will ship through FedEx or UPS.
Do you ship to PO Boxes?
Yes, we do ship to P.O boxes! All orders being sent to a P.O. box will ship through USPS Priority Mail.
Can I use an AmEx or Visa gift card in addition to my credit card?
At this time, our system can only accept one form of payment per purchase. In order to use both a third-party gift card and credit card on your order, you can purchase a Marlow gift card with the Amex or Visa gift card, and then apply the Marlow gift card at checkout in the 'Have a Gift/Promo code?' section. If you have any further questions, please don't hesitate to contact us at email@example.com.
I can’t log in to my account! What should I do?
If you placed an order with us before but did not set a password, all you’ll need to visit our create account page. Once you set up your password there, you’ll receive an email with further instructions. If for some reason you’re still not receiving this email, please reach out to us at firstname.lastname@example.org. :)
If you haven't placed an order with us before, you can create an account here! Please shoot us an email if you have any difficulty logging in and we'll be happy to help.
I want to order your products as a gift. Are prices listed in the box?
Not to worry! We do not include any pricing details in the box containing your order. All billing information is communicated via email.
If you'd like to add a personalized touch to your gift, you can choose to add a gift note at checkout. :)
Can I stack multiple promotions on one purchase?
At this time, we can only accept one promotion per order. This includes promo codes, gift card codes, rewards, and site-wide promotions. We always suggest using the offer that gives you the best deal!
Please note that restrictions may apply on any codes.
The shipping address on my order is incorrect! Can I update it?
At this time, we are not able to update a shipping address once an order has been placed. Once your order has been placed, we highly suggest making changes through the carrier!
Please feel free to contact us at email@example.com if you have any questions or if you're not able to make these changes through the carrier.
How do I modify the items in my order?
At this time, we are not able to make any changes to the items in your order once the order has been placed. If you would like to add, change, or upgrade the items in your order, the best course of action will be to place a new order and return the items in your original order here!
How do I cancel my order?
At this time, we are not able to cancel your order once the order has been placed. If you no longer want the items you purchased, please feel free to initiate a return. Once your order starts shipping, you can start the return process here!
I entered the wrong billing address at checkout! Can I update it?
Don’t worry! We send all billing info via email, so an incorrect billing address won't impact your order at all. As long as the payment goes through, you're all good.
You should be able to go into your account and update your default billing address for your next order. :)
When will my order ship?
Thanks so much for placing an order with us! While the processing and shipping times will depend on the items that you have purchased, please note that we cannot guarantee the timeline that an order will ship.
Typical processing time for orders is 1-4 business days. You will receive a shipping confirmation email with tracking information as soon as your order is on its way. If you have any questions, please feel free to contact us via Live Chat, email, or phone call.
Why are there taxes charged on my order?
Several states have passed legislation to charge taxes on online orders entering their state. This is determined and applied by each individual state.
You may see the taxes on your online purchases listed as State Tax, County Tax, City/Municipal Tax, or Special Tax. These taxes are specific to your shipping address and are imposed by your state and local governments.
We do understand there is some confusion over these charges, and we want to assure you, we would never impose any unnecessary fees. We strive to provide the best possible experience for our customers; however, we have no control over these taxes.
What if I forgot to add my promo code at checkout?
If you forgot to add your promo code at checkout, please email us at firstname.lastname@example.org with your order number and offer details. We will work to find the best solution for you!
I recently placed an order, but now there’s an event running! Do you allow price adjustments?
We always want our customers to get the very best deal, so we will gladly match the event offer on an order placed up to 14 days before the active promotion. Please note, we cannot stack two promotions on top of each other.
Shoot us an email at email@example.com with your order number included, and we will adjust your final purchase.
My order was marked as delivered, but it’s not here! What should I do?
If your order was marked as delivered but it is not at the desired location, we first suggest verifying the shipping address on your order. If the shipping address is correct, check all possible locations around your home, apartment, or office and see if someone else accepted the delivery.
Additionally, packages may be prematurely marked as delivered. We suggest waiting 3 business days for your package to arrive after the listed delivered date. If your order does not arrive within this time frame, please reach out to us at firstname.lastname@example.org and we will find a solution!
Please be aware, lost packages must be reported within 14 days of the marked delivery date.
Returns / Exchanges Start a return
What is your return policy?
We stand behind the quality of our products and are confident you will love your new pillow.
If you are unhappy with your order, we will gladly accept returns for items purchased on our site within 365 days of purchase. Shipping fees for domestic returns are completely covered, and all returns can be refunded to the original method of payment or issued through store credit.
If for any reason, your original form of payment is no longer active or able to process the refund, you will receive store credit for the same amount.
To process a return, please fill out our returns form by clicking here.
What is your exchange policy?
At this time, we do not offer exchanges. The best way to move forward is to initiate a return for your original items and repurchase the items you would like in a new order! You can click here to initiate a return.
Please feel free to contact us at email@example.com if you have any questions at all.
How do I initiate a return?
If you're looking to initiate a return, just head over to our returns page! Click here or navigate to the link at the bottom of the page.
Can I still return my Pillow even after I’ve tried it out?
We accept returns in any condition within 365 days of purchase - this includes Pillows! We would never leave a customer with a product they didn't absolutely love, so if you try your Pillow out and decide it's just not for you, we can definitely still initiate a return.
If your Pillow has been washed or used, it is sent to one of our donation centers. You can read more about our partnership with Good360 here!
Are shipping fees covered for returns?
All shipping fees for domestic returns are completely covered! When you initiate a return through our returns platform, you will receive a pre-paid shipping label. :)
How do I return my items if I don’t have a printer?
If you do not have a printer at home, no worries! Once you initiate a return, you will have the option to print your label or scan a QR code to retrieve a label. All you have to do is pack up your item(s) and show the QR code at a drop-off location. Fedex, Walgreens, or another location with FedEx services will print the label for you and ship your return back to us! Find a nearby drop-off location here.
If you have any questions, please feel free to contact us via Live Chat or firstname.lastname@example.org.
Does Marlow have a product warranty?
Yes, we do! We’re happy to offer our customers a 365-day return policy and 2-year warranty coverage on all products. Our warranty covers items with manufacturing defects.
What’s the difference between a return and a warranty claim?
In the 365 days following your purchase, we’re happy to accept returns of any items for a full refund of the product.
And during our product warranty period, we’re glad to offer refunds or replacements for items with manufacturing defects. As a friendly reminder, normal wear and tear or product abuse are not covered.