FAQ

Q: How do I care for my pillow and pillowcase?

A: Both the Neck Hero pillow and the pillowcase with patented clip design are machine washable. Wash and tumble dry pillowcase  inside out or place it inside a delicates laundry bag to prevent damage to the clips. As an extra precaution, you may want to detach your clips by squeezing the sides together to release the clip and reattach them after laundering the case inside out. Your Neck Hero pillowcase is made of 100% cotton and is designed to be over-sized to allow for shrinkage that will occur on its first wash and dry.

Q: How do I change or cancel my order?

A:  If ordered before 3pm, most orders will ship the same day.  Therefore once an order is processed the order cannot be changed or canceled. Please double check the selected size before submitting your order. If it is within 24 hours, you may contact us to determine whether or not there is time to make changes.

If your shipment is refused upon delivery, and returned to us, a refund will be credited minus the initial shipping and handling fees, and return shipping fees.

Q:  How long will it take to adjust to my Neck Hero?

A:  The unique patented clip design allows you to clip your Neck Hero in multiple positions, with your pillow or alone, allowing you to choose where to add support based on how your body is feeling that night.  Please see the Suggested Sleeping Positions chart for guidance on how to get the most benefit from your Neck Hero. Most people fall in love with the continuous support their provides and experience immediate answers to restless sleep.  When you are achieving deeper sleep and a better night’s rest, you may not adjust your sleeping position much, if any, during the night so it is necessary to give ample time to allow your body to adjust. For some, it may take a few nights to a couple of weeks to find that perfect position for you, and for your neck muscles to relax.

Q: What is your pillow made of?

A:  Your Neck Hero pillow is made from 100% hypoallergenic polyester fiber filling with a polyester/cotton blend cover and the patented designed pillowcase is 100% cotton. The pillows ship to us from the manufacturer in a compressed state, therefore it may be necessary to put the pillow in the dryer on high heat to fully decompress the fiber filling and get the correct amount of neck support.

Q: How quickly are orders processed?

A: Orders are processed during business hours, Monday – Friday, from 8AM – 4PM CST. Most orders processed before 3pm MST are shipped the same day or are processed within 24 hours of receipt of your order on business days (excluding major holidays). Delivery times are calculated from the time the order leaves our warehouse, not from the time of placing the order.

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

Q: What is your return policy?

A: Due to hygienic reasons, pillows cannot be resold after they have been opened or returned. We ask that you carefully select the correct comfort size based on the Sizing Chart provided in the product listing. Return requests must be made within 14 days of purchase and postmarked within 21 days of purchase or 7 days of return authorization.

Finding the perfect position for your new Neck Hero can take several nights or more. Please consider the following suggestions before requesting a return authorization. It is our goal to help you any way we can to ensure you are getting the neck support you need and the rest you deserve.

** Not supportive enough?
1. Try drying (and/or washing and drying) the neck hero in a high temp dryer to fluff it up.
2. Place the Neck Hero ON TOP of or DIAGONALLY ACROSS the top of your pillow (see pics in listing) The higher up on your pillow that you place the Neck Hero the more support you will get.
3. Place the Neck Hero UNDER your primary pillow. Clip the pillow in front of your pillow, then flip them both over. Adjust the Neck Hero as needed
4. If these suggestions do not work, you will need to order the next size up.

*Too much support?
*Too much support?
1. Try using the Neck Hero without your primary pillow.
2. Place the Neck Hero IN FRONT of your pillow instead of on top. This is especially helpful if your primary pillow is firm because the Neck Hero will better line up with the pillow and give you proper support and alignment.
3. Use Neck Hero for lumbar support and order a smaller size.
4. If these suggestions do not work, you will need to order the next size down.

*Clumping or flattening?
Your Neck Hero can be washed and dried on high temps to maintain consistent density and filling disbursement.
Washing instructions:
-Detach removable portion of clips.
-Remove pillow case from Neck Hero and replace it over the Neck Hero inside out or place the case inside out in a mesh laundry bag.
-Wash and dry on high heat.
-Reattached clips for use.

If these suggestions do not work and you are not satisfied with your Neck Hero, please return it in the original condition to
Neck Hero Inc.
PO BOX 24
Bixby, OK 74008

RETURNS
Upon receipt and inspection of your return, we will issue a refund in the amount of the purchase price not including shipping. We are not able to provide return shipping at this time. (Please note the cost of return shipping will be approximately $10 plus the cost of finding packaging to fit the Neck Hero in if you did not keep the original packaging.)

EXCHANGES

We are happy to provide a 14 day comfort guarantee to allow you ample time to adjust to your Neck Hero. Requests must be made through Amazon Returns within 14 days of purchase date and the return must be postmarked within 21 days of purchase date or 7 days of the return authorization. If you find that you have ordered the incorrect size, regardless of if you have used the Neck Hero or not, we have 2 options to choose from in fulfilling your exchange.
1 – You may return the Neck Hero to our customer service address listed above. Upon receipt and inspection of your return, we will send you the size you want to exchange it for.
2 – Keep the original order, email us within 14 days of your original order at info@neckhero.com and we will give you a free shipping code to use on your next single pillow order (value of $9.99). Order must be placed within 7 days of the coupon issued.

Neck Hero guarantees against manufacturer defects for 30 days.