Frequently Asked Questions

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Custom Requests

Can I request a custom size?

Yes. Follow each step in the quoting menu, on the size round up to the nearest dimensions you want and specify the actual size you want within the comments field.

Can I request a customization (trim placed in a particular way, etc.)?

Yes. Follow each step in the quoting menu and enter the custom request in the comments field.

Do custom requests have an added lead time?

Yes. We aim to ship standard orders approx. 5 business days after receiving all your fabrics/trims. Any custom requests will add to this lead time. The added lead time will be communicated to you shortly after you place the order and you’ll be asked if you want to proceed or decline before we move forward.

Do custom requests have an added fee?

Most custom requests will be subject to an added fee. The added fee will be communicated to you shortly after you place the order and you’ll be asked if you want to proceed or decline before we move forward.

Lead Time

What is your lead time?

We aim to ship your order from our workroom (5) business days after we receive all your fabrics/trims. Our workshop is located in Maryland and our free shipping option arrives to most areas within 3-5 business days.

Can you start fabricating my order before you’ve received all my fabrics/trims?

No. We can only start crafting your order once we receive all your fabrics/trims. If you anticipate fabrics/trims arriving to us at different times, you can divide your project into multiple orders and we’ll fabricate each order as we receive its fabrics/trims.

What if my order took longer than expected?

We strive to complete and ship your order approx. 5 business days after receiving all the required fabrics and trims. We make every effort to avoid delays but they occasionally occur and are not considered grounds for cancellation or compensation.

Sending Fabric/Trim

Where do I ship my fabric/trim?

Ship to:
Pillow Punk
Attention: Your Order #
2418 Linden Lane
Silver Spring, MD 20910.

How will I know if you received my fabric/trim?

Log into your account, visit the orders page and click the “Fabric/Trim Report” button.

Can I send you extra yardage that I want you to ship back to me along with the pillows?

No. We kindly request that you don’t send us extra yardage to help avoid the risk of it being used or damaged.

Will you send me any leftover fabric?

No. Any remnants are small pieces of unusable scrap.

Can you send me a sample of the fabric/trim I ordered?

No. If you need a sample, we recommend that you order it from the manufacturer.

Fabrics with Patterns

Will the pattern on my fabric be centered on my pillow?

Yes. We will always center the pattern on the pillow. If the pattern does not have a clear center, we will contact you and ask you which part of the pattern you want placed on the center of the pillow.

If I order multiple pillows using a fabric that has a pattern, will the pattern be centered at the same spot on each pillow?

Yes. We will center the pattern at the same spot on each pillow. If you do not want the pattern placement matched on each pillow, enter your preference for how the pattern should be aligned on each pillow within the comments field of your quote.

Zippers

Are the zippers visible or concealed?

The zippers are concealed within a flange.
zippers

What color are your zippers?

The slider is white.

Cleaning

How can I clean the pillow covers?

Request care and cleaning instructions from your fabric manufacturer and please consider that our sewing is delicate so any harsh cleaning processes like machine washing and machine drying will likely damage them.

How can I clean the inserts?

We recommend taking the insert to a professional dry cleaner.

Inserts

Is the filling loose or self-contained?

Whichever filling you select (Polyfill, 30% Down /70% Feather or Outdoor) is self-contained within case. This case is the insert which is placed within the pillow cover.

Will down feathers poke thru the pillow cover?

Yes. Down feathers will poke thru the pillow cover. As they poke thru, carefully pillow them thru the pillow cover and discard them.

Do the pillows have foam cores?

Bolster shaped pillows have foam cores to help maintain their shape. Squares and rectangle-shaped pillows do not have foam cores.

Can I order a replacement insert for my pillow?

Yes. Email hello@pillowpunk.com your request and reference your original order #.

Warranty

How can I get assistance with a warranty issue?
What is covered by the warranty?

From the date an order is placed, we provide a 1-year limited warranty on our fabrication against manufacturing defects (zipper is stuck, etc.) under normal use and for the original retail purchaser. If your product is defective during the warranty period, we will repair or replace the defective product. This shall be your sole remedy under this Warranty.

What isn’t covered by the warranty?

Our warranty does not cover defects that result from abuse, misuse, normal wear and tear, accidents, alterations, exposure to the elements, or failure to follow use and care instructions. Examples of normal wear and tear include, but are not limited to: fraying, damage caused by improper cleaning methods, loss of color intensity, exposure to salt air, damage from insects or pets, normal fading from sunlight, etc.