FAQ

Last updated: September 2026

Ordering & Payment

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex, Discover), PayPal, Apple Pay, and Google Pay. All payments are processed securely through Shopify Payments.

Can I change or cancel my order?
We process orders quickly, but if you need to make a change, email us at support@orenlisse.com within 12 hours of placing your order. We'll do our best to help. Once an order has shipped, we're unable to make changes.

Is my payment information secure?
Yes. We never store your payment details. All transactions are encrypted and processed by Shopify Payments, a PCI-compliant payment processor.

Shipping

How long does shipping take?
Orders are processed and prepared for shipment within 1-2 business days. Once shipped, orders within the United States typically arrive within 7-10 business days.

Orders placed on weekends or public holidays will begin processing on the next business day. You'll receive a tracking link by email as soon as your order ships.

How much does shipping cost?
Shipping is free on every order

Do you ship internationally?
We currently ship within the United States only. We may expand international shipping in the future.

How do I track my order?
Every Orenlisse order includes a tracking number. Once your order leaves our fulfillment center, you'll receive an email with a link to track your package.

If you haven't received tracking information within 5 business days of placing your order, email us at support@orenlisse.com and we'll look into it.

My tracking hasn't updated. Is something wrong?
Tracking updates may occasionally take time to appear while your package moves between carrier facilities. If your estimated delivery window has passed or your order has not arrived within 20 business days of your shipping notification, contact us at support@orenlisse.com and we'll investigate.

What if my package is marked as delivered but I haven't received it?
If your tracking shows that your package was delivered but you can't locate it, please first check around your property, with household members or neighbors, and with your local post office or carrier.

If you still can't locate the package, contact us at support@orenlisse.com for next steps.

What happens if my order is lost or arrives damaged?
If your order arrives damaged or is confirmed lost in transit, contact us at support@orenlisse.com within 14 days of the expected delivery date.

We'll arrange a replacement or issue a full refund at no additional cost to you.

Products

Is the foam real memory foam or fiber fill?
Real slow-rebound memory foam — always. We specify this in every product we carry. A simple test when your order arrives: press your fist firmly into the pillow. Real memory foam takes 3–5 seconds to return to shape. Fiber fill springs back immediately. Ours will take its time.

Will the memory foam smell when I open it?
New memory foam has a mild off-gassing smell — this is normal and harmless. Leave your product in a well-ventilated area for 24–48 hours after unboxing and the smell will fully dissipate.

Can I wash the pillow?
The outer cover of the cervical pillow is removable via a hidden zipper and machine washable on a gentle cold cycle. The inner foam core is not washable and should not be submerged in water. Air it out if needed.

Which pillow height is right for me?
The butterfly cervical pillow has two usable heights — use the higher side if you're a side sleeper, and the lower center contour if you primarily sleep on your back. Most people find their preferred position within the first few nights.

How long will the products last?
High-density memory foam maintains its shape significantly longer than fiber or lower-density foam. With regular use and proper care, you can expect 2–4 years of consistent performance before the foam begins to soften noticeably.

Returns & 30-Night Comfort Guarantee

What is the 30-Night Comfort Guarantee?
You have 30 days from delivery to try your Align Cervical Pillow. If it isn’t the right fit, contact us at support@orenlisse.com to request a return.

The guarantee applies to one pillow per order.

Can I sleep on the pillow before deciding?
Yes. Normal use during the 30-night trial does not make your pillow ineligible for a return.

Who pays for return shipping?
Customers are responsible for return shipping costs for Comfort Guarantee returns. Please contact us before sending anything back so we can provide the correct return instructions.

What if I bought multiple pillows?
The Comfort Guarantee covers one pillow per order. For discounted bundles, any approved refund is based on the discounted per-pillow price actually paid.

What if my pillow arrives damaged or defective?
Contact support@orenlisse.com within 30 days of delivery with your order number and photos or video of the issue. If confirmed, we’ll provide an appropriate replacement or refund.

You generally will not need to return a damaged or defective pillow unless we specifically ask you to.

What if my order is incorrect, missing something, or never arrives?
Contact us and we’ll investigate. Confirmed incorrect, missing, lost, or non-delivered orders may qualify for a replacement or refund and are handled separately from the Comfort Guarantee.

How do I start a return or claim?
Email support@orenlisse.com with your order number and a brief explanation of the issue. We aim to respond within 1–2 business days.

Contact & Support

How do I reach customer support?
Email us at support@orenlisse.com. We respond to all messages within 24 hours on business days (Monday–Friday). For the fastest response, include your order number in the subject line.