Shipping Policy

1. Shipping Destinations

• Mainland U.S. (Contiguous States): No restrictions—comforters and pillows ship to every zip code, including rural areas.
• Alaska & Hawaii: Full delivery coverage for all items. Bulky down comforters incur a $25 surcharge (covers freight to remote areas).
• U.S. Territories: Puerto Rico, Guam, U.S. Virgin Islands. A $30 surcharge applies to all shipments (covers extra logistics and customs processing).
• APO/FPO Addresses: We ship via USPS Priority Mail for pillows only—bulky down comforters cannot be shipped to military addresses (due to size/weight restrictions).
• PO Boxes: Only latex pillows can be shipped to PO Boxes via USPS—bulky down comforters require a physical address for delivery.
• Free standard shipping is automatically applied at checkout—no coupon code needed. Perfect for customers buying a comforter + pillow bundle.
  
  

  Express Shipping

  
  
  • Latex Pillows: $24.99 flat fee (delivered in 2–3 business days).
  • Down Comforters: $34.99 (delivered in 3–5 business days via expedited textile carrier).
  
  
  Express shipping is not available for Alaska/Hawaii or U.S. territories.
  
  

  Extra Fees for Special Cases

  
  
  • Signature Confirmation: Add $4.99 at checkout to require a signature for delivery (recommended for high-value down comforters or organic latex pillows).
  • White-Glove Delivery: For an additional $79.99, we offer in-home delivery, unboxing, and placement of your comforter (removal of old bedding available for $19.99 extra). Available only for mainland U.S. addresses.
  
  

  3. Delivery Timelines

  
  
  We process orders Monday–Friday (9 AM–5 PM ET)—orders placed after 3 PM ET ship the next business day (excluding U.S. holidays: Christmas, Thanksgiving, Independence Day, New Year’s Day).
  
  

  Standard Shipping Timelines

  
  

  Product Category	Mainland U.S.	Alaska/Hawaii	U.S. Territories
  Latex Pillows	3–5 business days	7–10 business days	10–14 business days
  Down Comforters	5–7 business days	10–14 business days	Not available

  
  

  Key Notes on Timelines

  
  
  • Custom Bedding: Personalized items (e.g., monogrammed comforters) take 2–3 weeks to manufacture before shipping—we’ll confirm the exact ship date at checkout.
  • Down Comforter Processing: All down comforters require a 1-business-day quality check (to ensure fill distribution and shell integrity) before shipping—we’ll notify you via email if this applies to your order.
  • Peak Seasons (Bedding Refresh): During January–February and August–September (peak bedding shopping months), order processing may take 1 extra business day due to high demand—we recommend ordering 2 weeks in advance for large comforter orders.
  
  

  4. Delivery Tracking & Notifications

  
  
  We keep you informed at every step of the shipping process for your mgrey Store order:
  
  
  1. Order Confirmation: Immediately after purchase, you’ll receive an email with your order number and estimated ship date.
  2. Shipment Notification: Once your order ships, we send a second email with:
     • A tracking number (USPS, FedEx, or textile carrier—click the link to view real-time location updates).
     • A delivery window (e.g., “Expected delivery: Thursday, 11 AM–3 PM ET”). For bulky comforters, the carrier will contact you 24 hours in advance to schedule a delivery time that works for you.
     
     
  3. Delivery Alert: Carriers send a text/email when your package is out for delivery (optional—opt in via the carrier’s website using your tracking number). For white-glove delivery, our team will call you 1 hour before arrival.
  
  
  For lost tracking numbers, email us with your order number—we’ll resend the tracking link within 1 hour.
  
  

  5. Packaging & Product Protection

  
  
  Our packaging is designed to protect your bedding during transit, with extra care for delicate down comforters and latex pillows:
  
  
  • Down Comforters: Shipped in vacuum-sealed plastic wrap and reinforced corrugated boxes—this reduces size for easier delivery and preserves the comforter’s fill power. We include a “handle with care” label to ensure carriers treat the box gently.
  • Latex Pillows: Wrapped in anti-compression foam and placed in vacuum-sealed packaging to maintain their shape during shipping. All pillows include a care guide and a fabric cover (for protection).
  
  
  We include a delivery checklist with every order—please inspect your items immediately upon receipt and note any damage on the carrier’s delivery receipt (critical for filing claims). For down comforters, check the vacuum seal for tears before unboxing.
  
  

  6. Handling Shipping Issues

  
  
  We resolve 99% of shipping issues within 2 business days—here’s how to address common problems for mgrey Store orders:
  
  

  6.1 Delayed Deliveries

  
  
  If your package is late (e.g., standard shipping to mainland U.S. takes 10+ days for a down comforter):
  
  
  1. Check the tracking link—carriers often note delays (e.g., “held at sorting facility due to high volume during holiday season”).
  2. Email us if no update is available for 48 hours—we’ll contact the carrier directly to escalate the issue.
  3. Compensation: For delays over 3 days beyond the estimated timeline, we offer a $15 store credit (valid for 6 months) or a free bedding accessory (e.g., a laundry bag for comforters).
  
  

  6.2 Damaged Items

  
  
  If your item arrives damaged (e.g., lumpy comforter fill, flattened latex pillow):
  
  
  1. Document the Damage: Take photos/videos of the item, packaging, and carrier’s delivery receipt (if you noted damage on it).
  2. Report Within 48 Hours: Email us at tmnuyrhs@outlook.com with your order number, photos, and a description of the damage.
  3. Resolution: We’ll send a replacement item via expedited shipping (free of charge) within 3–5 business days, provide a pre-paid return label, or offer a full refund (your choice).
  
  

  6.3 Missing Items

  
  
  If your order is missing a component (e.g., latex pillow cover, comforter care guide):
  
  
  1. Check the packaging thoroughly—small items are often tucked in hidden compartments.
  2. Email us within 7 days of delivery with your order number and a list of missing items.
  3. We’ll ship the missing parts via USPS First Class Mail (free) within 24 hours—no need to return anything.
  
  

  6.4 Wrong Address Deliveries

  
  
  If you entered the wrong address at checkout:
  
  
  • Before shipping: Email us immediately—we can update the address if the order hasn’t left our warehouse (90% of requests are approved).
  • After shipping: We’ll work with the carrier to redirect the package (fees apply: $20 for mainland U.S., $40 for Alaska/Hawaii). If redirection isn’t possible, we’ll send a replacement order (you pay 50% of the product cost—we cover shipping).