FAQ & Return Policy

FAQ

Why should I buy a Neck Hero? It’s no secret that neck support and proper spinal alignment are vital for a good night’s rest. What sets Neck Hero apart from all other pillows is its unique patented design of using CLIPS to hold the support exactly where you place it. This design allows you to decide exactly where you need the support each night based on how your body is feeling. Some nights you want to sleep on your side, other nights on your back. Neck Hero allows you to do both with the same pillow simply by moving the support where you need it most. Its size and design also make this your number one choice for a travel pillow because you simply CLIP it to whatever pillow you are given at your destination (or you can even use Neck Hero alone and clip it directly to the mattress). The possibilities are endless!

How do I choose a size if I can't touch it first? Guess. And buy 2. EveryBODY is different and everyone's neck support needs or feeling of "comfort" is unique, so we can't possibly predict exactly what each individual customer will like. We can only attempt to guide you based on other customer's feedback. The purpose of neck support is to only fill the amount of space in the curvature of your neck. That is why Neck Hero neck pillow is available in 3 levels of support (based on the amount of filling in each pillow.)

***Based on sales and reviews - Most customers find that the Medium or Soft is the most comfortable for neck support and have described their preference according to the suggested guide below*** 

SOFT -If you prefer a softer or flatter style head pillow you may want to choose the Soft Neck Hero.
MEDIUM - If you prefer a firmer or fluffier head pillow, choose the Medium Neck Hero..
FIRM - Do not choose the Firm unless you prefer a very firm/hard pillow.  Seriously - this pillow is hard under the neck and we've found that most customers who prefer this size are typically (but not always) of larger stature and have more space in the curvature of their neck to fill or...they just really like a hard neck roll for support.

Can I change or cancel my order? Orders are processed during business hours, Monday – Friday, from 8AM – 4PM CST. Most orders processed before 4pm CST are shipped the same day or are processed within 24 hours of receipt  (excluding weekends and federal 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.

If ordered before 4pm, 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 at orders@neckhero.com 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.

How long will it take to adjust to my Neck Hero? Most people fall in love with the continuous support their Neck Hero provides and experience immediate answers to restless sleep. The unique patented clip design allows you to clip your Neck Hero in multiple positions on your pillow, or just use it alone, allowing you to choose where to add support based on how your body is feeling that night. Since neck support isn't provided in a regular pillow, many people don't even know what it is supposed to feel like so be sure to move the Neck Hero around until you find the perfect position and give your body ample time to adjust.

Tip: even moving your Neck Hero up or down just slightly can make a huge difference in comfort!

How do I care for my pillow and pillowcase? Both the Neck Hero pillow and the pillowcase with patented clip design are machine washable. Wash and tumble dry pillowcase inside out and place it inside a delicates laundry bag to prevent damage to the clips. As an extra precaution, we recommend detaching your clips by squeezing the sides together to release the clip and reattach them after laundering the case inside out.

Finding the perfect pillow is a tough task! With so many brands, fillings and sizes out there, you can spend hundreds of dollars and still not be happy with your choice. We created Neck Hero because we believe that everyone needs neck support and they deserve it a reasonable price. That's why we offer our Neck Hero neck support pillow at such a great value! And right now, you can get 2 sizes for the retail price of just 1 Neck Hero - which is still much less expensive than one of those other fancy pillows! #supportsmallbusiness #familyowned

Return Policy:

14 Days - Neck Hero neck support pillows that are unopened, unused and returned to us in their original packaging within 14 days of the order date are eligible for a refund.
If your request is eligible based on these restrictions, you may send it back to
Neck Hero Returns
PO BOX 542
Jenks, OK 74037
Shipping is non-refundable and we do not provide prepaid return labels.

For sanitation reasons, Neck Hero is unable to offer returns or exchanges on opened packages with the exception of manufacturer defects within the first 30 days. 

We do offer a fantastic exchange alternative! If you feel you need a different size, a Neck Hero insert is available for just $12.99 with free shipping!  To start the process, send us an email at returns@neckhero.com with the following information:

  1. Name and address on the original order
  2. Original order # (can be found on your email confirmation)
  3. Email address where you would like to receive the $12.99 invoice
  4. The size of Neck Hero insert you would like to purchase.

After your email is processed, you will receive an electronic invoice to pay online. After payment is received, we will ship your insert and send you a tracking number. When you receive the insert, simply use the pillowcase and travel bag from the original order with your new insert.

Please note this Insert Exchange Alternative is only available for 30 days after the date of the original purchase and is only offered one time per original order and is for ONE Neck Hero insert purchase per original Neck Hero pillow order.

(I.E if you purchase one Neck Hero, we will fulfill one insert exchange offer. You may not purchase more than one insert. If you purchased 2 Neck Hero pillows, you may purchase 2 Neck Hero inserts.)