Shipping policy

📦 Processing & Handcrafting Time

Because our products are unique, each pillow is custom-made to order in our workshop.

  • Production Time: The handcrafting process begins the very next business day after your order is placed.

  • Modifications & Cancellations: Because we make these pillows custom for you, you have a maximum of 1 business day (24 hours) after ordering to request any changes or cancel your order. Once production starts, we are no longer able to modify or cancel your order.

🚚 Delivery & Shipping Times

  • Estimated Delivery: 2 to 3 business days (once the package departs our Canadian warehouse).

  • Origin: Our pillows are proudly designed, handcrafted, and shipped from our workshop located at:

    📍 1438 Rue Mackay, Montreal, QC H3G 2H8, Canada.

🔍 How Our Tracking System Works

Once your order ships, you will receive a tracking number. It is completely normal if the initial tracking shows updates originating from China. Here is why:

  1. Our Premium Packaging Comes from China: Our custom packaging is manufactured by our partner in China. The tracking number you receive first tracks the journey of this packaging as it travels to our Montreal workshop.

  2. We Build Your Pillow in Parallel: While the packaging is in transit, we use this time to handcraft your custom pillow in Montreal.

  3. Assembly & Final Delivery: As soon as the packaging arrives at our Montreal warehouse, we place your freshly made pillow inside and ship it directly to your door (taking 2 to 3 business days).

Note on Tracking Updates: Normally, you will not see any confusing status updates on your tracking page (such as "waiting to pass into Canada"), as the transition is seamless. However, we prefer to let you know ahead of time just in case.

📍 Address Changes & Corrections

We can only modify a shipping address before the package departs our Montreal warehouse. If you made a mistake, please email us at info@acepillow.com as soon as possible with your order number and the corrected address.

Once a package has been shipped, we can no longer modify the destination. Orders shipped to an incorrect address provided by the customer are not eligible for a refund of shipping costs; however, contact us and we will do our best to help you redirect or recover the package.

⚠️ Lost or Delayed Packages

If your tracking shows no movement for 10 business days, or if your package is marked as "delivered" but has not arrived within 48 hours, please email us at info@acepillow.com with your order number. We will open an official investigation with the carrier. If the package is confirmed lost, we will gladly send you a free replacement or issue a full refund—your choice.

✉️ Contact Us

Our customer service team is available by email at info@acepillow.com. We respond to all inquiries within 1 to 2 business days.