Got a question?
We've got answers.

Everything you need to know about your ConfyTrip order — from shipping to returns to the materials inside your pillow.

• How long does delivery take?
  
  We process and ship all orders within 24 hours of purchase (Monday–Friday). After that, standard delivery times are:
  
  🇺🇸 USA: 5–10 business days 🇨🇦 Canada: 7–14 business days
  
  These are estimates — most orders arrive closer to the lower end. You'll receive a tracking number by email as soon as your order ships.

• Is shipping really free?
  
  Yes — free shipping on every order, no minimum spend required. We believe the price you see is the price you pay. No surprise fees at checkout.
  
• Do you shipping internationally?
  
  Currently we ship to the United States and Canada. We're working on expanding to more countries soon. If you're outside these regions, feel free to Contact Us — we'll let you know when your country is available.
  
  
  
• What happens if my order is delayed?
  
  Delays can occasionally happen due to customs, carrier backlogs, or busy periods (like holidays). If your order is significantly outside the estimated delivery window,reach out to us and we'll investigate right away. We always make it right.
  
  
• Can i change my shipping address after ordering?
  
  If your order hasn't shipped yet, yes — contact us immediately with your order number and we'll update the address. Once an order has been dispatched, we're unfortunately unable to redirect it. Please double-check your address at checkout!
  

    - How long does a refund take?

Once we receive and inspect your returned item, refunds are processed within 3–5 business days. The time it takes to appear in your account depends on your bank or card provider — typically another 3–5 days. We'll email you as soon as the refund is issued.

    -  What if my item arrived damaged or incorrect?

We're really sorry if this happens — it's rare but it does occur occasionally. Please contact us within 7 days of delivery with a photo of the issue. We'll send a replacement or issue a full refund immediately, at no extra cost to you. You won't need to return the damaged item.

     -  What is the neck pillow made of?

Our neck pillows use high-density memory foam that responds to your body heat and contours to the shape of your neck for personalised support. The outer cover is made from a soft velour fabric that's gentle against skin. The premium pillow also features massage nubs on the inner surface for gentle pressure relief.

      -   Is the sleep mask cover removable and washable?

Yes — the sleep mask has a removable, machine-washable cover. We recommend washing on a gentle cycle with cold water. The inner foam shell should not be submerged in water — simply wipe clean with a damp cloth.

      -  Is the duffel bag actually waterproof?

The duffel bag is water-resistant, not fully waterproof. The nylon exterior repels light rain and splashes, keeping your belongings dry in most everyday situations. We wouldn't recommend submerging it — but it handles airport weather and gym bags with no issues.

     -  Are your products safe for sensitive skin?

All materials used in our products are selected to be skin-friendly and hypoallergenic. The fabrics are free from harsh dyes or irritating synthetic coatings. If you have a known sensitivity to specific materials, feel free to contact us and we can share full material specs.

      -  How do I know the quality is worth it at this price?

We hear this a lot — and we understand the scepticism. Every product on ConfyTrip is personally tested by our founder before it's added to the store. Our philosophy is simple: if we wouldn't use it ourselves on a long flight, we don't sell it. And if you receive something and disagree, our 30-day return policy means there's zero risk in trying.

       - How do I track my order?

Once your order ships, you'll receive a tracking number by email. You can use this number directly on the carrier's website to follow your package in real time. You can also log into your ConfyTrip account and view your order status there.

      - I haven’t received a tracking email – what should I do?

First, check your spam or junk folder — tracking emails occasionally end up there. If it's been more than 2 business days since you ordered and you still haven't received it, contact us with your order number and we'll look into it right away.

     - My Tracking shows “delivered” but I haven’t received it

This is rare but does happen. We recommend:

1. Check with neighbours or building reception — it may have been left with them.
2. Wait 24 hours — carriers sometimes mark as delivered slightly early.
3. If it still hasn't appeared, contact us. We'll file a claim and send a replacement.

      - Can I cancel or modify my order after placing it?

We process orders quickly, but if you contact us  within 2 hours of placing your order, we may be able to make changes or cancel it. After that window, the order is likely already processed. In that case, you can return it once received under our 30-day policy.

       - Will the neck pillow fit me if I have a larger or smaller neck?

Our neck pillows are designed to fit a wide range of neck sizes. The compact pillow is fully adjustable with a snap-closure to tighten or loosen the fit. The premium memory foam pillow is a standard U-shape that accommodates most adults comfortably — the foam gently moulds to your shape over a few minutes of wear.

Compact pillow: fully adjustable Premium pillow: one-size, self-moulding

     - How big is the duffel bag? What fits inside?

The travel duffel bag is sized for weekend trips and gym use — it fits 1–3 days of clothing comfortably, along with toiletries. It features a dedicated shoe compartment at the base, keeping footwear separate from your clean clothes. It fits in most overhead compartments and under-seat storage on standard airlines.

     - Does the sleep mask fit all head sizes?

Yes — the sleep mask has an adjustable elastic strap that comfortably fits most adult head sizes. The 3D contoured shape means it sits away from your eyes and eyelashes, regardless of face shape. It works for side sleepers too — the soft edges don't dig in when you turn.

     - What payment methods do you accept?

We accept all major payment methods:

💳 Visa & Mastercard 💳 American Express Apple Pay 🔵 Google Pay 🛍️ Shop Pay 🔗 UnionPay

All payments are processed securely through Shopify Payments.

     - Is my payment information secure?

Absolutely. ConfyTrip uses Shopify's secure checkout, which is PCI DSS Level 1 compliant — the highest level of payment security available. Your card details are never stored on our servers and all transactions are encrypted with SSL technology. You'll see the padlock icon in your browser throughout checkout.

     - Will I be charged in USD or CAD?

Our store automatically detects your region. US customers are charged in USD and Canadian customers in CAD. You can also manually switch the currency using the selector in the top navigation. Any currency conversion fees are charged by your bank — we don't add any ourselves.