FAQs

Frequently asked questions
SHIPPING & DELIVERY

1. How long does shipping take?

Shipping times vary by destination and product. We source from global fulfillment partners to bring you quality sleep tech at fair prices.

  • United States: 12-25 business days for Standard Shipping. Expedited Shipping (where available): 7-15 business days (+$15-25)
  • European Union & UK: 20-35 business days for Standard Shipping. Expedited Shipping (where available): 12-20 business days (+€15-30)

Business days = Monday–Friday, excluding US federal holidays. Tracking is provided for every order.

Important notes on timing:

  • These timelines begin after your order ships (not after you place the order).
  • Order processing takes 2-7 business days (we source from verified suppliers).
  • Customs processing can add 3-10 business days for EU/UK orders.
  • If your tracking shows no movement for 15+ days, contact us immediately.

What if my order takes longer than expected?

We understand waiting is frustrating. Here's our promise:

  • If your order exceeds 40 calendar days from shipment date with no delivery, contact us.
  • We will either send a replacement or issue a full refund via PayPal.
  • This aligns with PayPal's Buyer Protection policy for your safety.

2. Why does shipping take this long?

We believe in transparency. Here's the actual journey your order takes:

  • Order placement (Same day): You order. We receive it.
  • Supplier fulfillment (2-7 business days): Our partner prepares and packs your item.
  • International transit (8-18 business days): Package travels via air to your country.
  • Customs processing (2-8 business days): Local customs inspects and clears the package.
  • Last-mile delivery (2-5 business days): Your local postal service delivers to your door.

We partner with multiple logistics carriers (including USPS, Royal Mail, Deutsche Post, and local last-mile couriers) to ensure reliable delivery.

3. Can I track my order?

Yes. Every order includes a tracking number.

  • You will receive a tracking link via email as soon as your order ships.
  • Tracking updates typically refresh every 24-72 hours.
  • Some carriers (especially for EU last-mile) may show no updates for 5-7 days during customs. This is normal.
  • If your tracking hasn't updated for 10+ days, contact us. We will investigate with the carrier.

4. What are shipping costs?

Shipping is calculated at checkout based on weight and destination. Estimated ranges:

  • United States: $4.99 - $9.99 Standard Shipping. Free standard shipping on orders over $49.
  • European Union: €5.99 - €14.99 Standard Shipping. Free standard shipping on orders over €59.
  • United Kingdom: £4.99 - £12.99 Standard Shipping. Free standard shipping on orders over £55.

No promo code needed for free shipping.

5. Do you ship to my country?

We currently ship to:

  • United States (all 50 states, including APO/FPO addresses)
  • European Union (all 27 member states)
  • United Kingdom

We do not currently ship to: Norway, Switzerland, Australia, Canada, Japan, or other international destinations.

Why? Shipping costs and customs complexity to these regions are too high to offer a reliable experience. We hope to expand in the future.

6. What if my order is lost or damaged?

We stand behind every order. Here's what to do:

  • Damaged item: Email photos to support@nodandslumber.com within 7 days of delivery. We ship a free replacement or refund 100%.
  • Lost package: Contact us if tracking shows "delivered" but you didn't receive it. We investigate with carrier. If lost, we refund or replace.
  • Wrong item: Send photo of the item you received. We ship the correct item immediately.

All refunds are processed via PayPal within 3-5 business days of approval.

7. Do you offer expedited shipping?

Yes, on select products. At checkout, you will see expedited options if available for that item.

  • US: 7-15 business days (+$15-25)
  • EU: 12-20 business days (+€15-30)
  • UK: 10-18 business days (+£12-25)

Note: Expedited shipping uses faster carriers (e.g., DHL, FedEx, or AliExpress Premium Shipping). Not all products qualify. If you need expedited on a specific item, contact us before ordering.

8. Why do you ship from multiple locations?

We work with fulfillment partners in China, the Philippines, and select US/EU warehouses depending on inventory. Your order may ship from any of these locations based on stock availability.

Rest assured: Every order is tracked, insured, and backed by PayPal Buyer Protection.
RETURNS & REFUNDS

1. What is your return policy?

We offer a 30-day window from the date you receive your order to report any issues. Here's how it works:

What can be refunded or replaced?

  • Products damaged upon arrival (with photo or video evidence)
  • Products with manufacturing defects (with photo or video evidence)
  • Products that don't match the description or don't work as advertised
  • Changed your mind? See "Standard returns" below.

2. What cannot be refunded or replaced?

  • Products that have been used, tested, or opened (unless defective)
  • Products damaged due to misuse, accidents, or normal wear and tear
  • Products purchased more than 30 days ago
  • Digital products or app subscriptions after download or access

3. How do I report a defective or damaged item?

  • Contact us at support@nodandslumber.com within 30 days of receiving your order
  • Provide clear photo or video evidence showing the defect or damage
  • We'll respond within 24-48 hours to verify your claim
  • If approved, we ship you a free replacement immediately – no need to return the original item
  • No return shipping. No waiting. No extra cost to you.

Why no return required? We trust our customers. Returning a defective product to our international fulfillment center costs more than the product itself. Instead, we simply send you a new one.

4. What if I changed my mind or no longer want the product?

Standard returns (changed mind, ordered by mistake, doesn't fit your needs) work differently:

  • You must return the product to our fulfillment center (unused, unopened, in original packaging)
  • Return shipping cost is your responsibility
  • Once we receive and verify the returned item, we issue a refund to your PayPal account
  • Refund amount: Product price only (original shipping is non-refundable)

5. How long does a refund take?

For standard returns (changed mind) after we receive the item:

  • Refund processing: 5-7 business days
  • PayPal posting: 1-3 additional business days

For defective items: No refund needed – we ship a replacement immediately.

6. What if I received the wrong item?

We apologize, and we'll make it right immediately:

  • Contact us with your order number and photos of the incorrect item
  • We ship the correct item right away at no extra cost
  • Keep the wrong item (no need to return it)
  • No upfront cost. No return hassle.

7. Can I exchange a product instead of getting a refund?

Absolutely. If a product doesn't work for you but another does:

  • For defective items: Tell us what you'd like instead – we ship the replacement immediately
  • For changed mind: Return the original item (at your cost) and we'll ship the new one once received

8. Will a return affect my account or future orders?

No. Legitimate defect claims will never affect your account.

However, we monitor for abuse. If we detect patterns of false defect claims (e.g., claiming damage on multiple orders without photo evidence, returning used products as "defective"), we reserve the right to:

  • Decline future replacements or refunds
  • Close your account
  • Report fraudulent activity to PayPal

For all defect or damage claims: Photo or video evidence is required. This protects both you and us from fraud.
WARRANTIES & PRODUCT GUARANTEES

1. Does Nod & Slumber offer a warranty on products?

Yes, we provide a 12-month coverage period on most smart devices (trackers, smart lights, sound machines, sleep tech electronics). This covers:

  • Manufacturing defects (faulty sensors, broken buttons, non-functional features out of the box)
  • Hardware failures under normal use conditions
  • Battery defects (non-replaceable batteries that fail prematurely within 12 months)

What's NOT covered:

  • Accidental damage or water damage (unless the product is explicitly rated waterproof)
  • Physical damage from drops, misuse, or crashes
  • Normal wear and tear after 12 months
  • Software issues unrelated to hardware failure
  • Removable batteries (AA, AAA, etc.) – these are consumables

How do I make a warranty claim?

If your device malfunctions within 12 months:

  • Contact us at support@nodandslumber.com with your order number and a description of the issue
  • Provide photo or video evidence showing the defect
  • We'll troubleshoot with you (via email) to confirm it's a hardware defect, not a setup issue
  • If approved, we ship you a free replacement device immediately
  • You do NOT need to return the original device – keep it or dispose of it locally

Why no return required? We are an online retailer, not a repair center. Returning defective products to our global fulfillment partners costs more than the product itself. Instead, we simply send you a new one.

Cost to you: $0 for valid warranty claims. No return shipping. No restocking fees. No waiting for us to receive a return.

2. What about sleep essentials (pillows, blankets, masks)?

No. Unlike our smart devices, sleep essentials (pillows, weighted blankets, sleep masks, cooling pillows) do not carry a formal warranty.

However:

  • If your item arrives damaged or defective, contact us within 30 days of delivery with photo evidence. We will replace it for free (same as our return policy).
  • Normal wear and tear, fabric pilling, flattening over time, or zipper issues after use are not covered.

Bottom line: We stand behind quality upon arrival, but we don't offer 6-12 month warranties on soft goods.

3. Are batteries covered?

This depends on the battery type:

  • Removable batteries (AA, AAA, etc.): NOT covered. These are consumables that naturally deplete. We're happy to recommend high-quality rechargeable options to save you money long-term.
  • Non-removable rechargeable batteries: Covered under the 12-month warranty if the battery fails to hold a charge or becomes non-functional. Note that all rechargeable batteries naturally degrade over time – this warranty covers premature failure, not normal capacity loss after 2-3 years of daily use.

4. What if I received a defective product but don't want a replacement?

If you prefer a refund instead of a replacement:

  • Contact us within 30 days of receiving your order
  • Provide photo or video evidence of the defect
  • We will issue a full refund to your PayPal account – no return required
  • Refunds are processed within 3-5 business days of approval

After 30 days: Replacement only, no refunds.

Important note about our warranty:

We are a retailer, not a manufacturer. Our products are sourced from trusted global suppliers. When you make a warranty claim:

  • We verify the defect with photo evidence
  • We coordinate with our supplier to obtain a replacement
  • We ship the replacement directly to you from our fulfillment network

This process typically takes 5-10 business days from claim approval to delivery. We do not offer repairs – only replacements.

5. Will a warranty claim affect my account?

No. Legitimate warranty claims will never affect your account status or future purchases.

However, we monitor for abuse. If we detect patterns of false claims (e.g., claiming the same defect repeatedly without evidence, filing multiple claims for the same product), we reserve the right to deny future warranty coverage.