Arrontop Pillow FAQS:

1. Can I buy a replacement pillow cover?

Yes, you can buy extra pillowcases directly from our website arrontop.com, or contact our customer service .

2. How long will it take to get used to my new pillow?

If you’re used to a traditional pillow, your new Arrontop pillow may feel different at first, typically more firm than what you’re used to. As you sleep on the pillow, it will respond to your weight and temperature, conforming to your head and neck, and feeling more “natural“. This “break in“ period lasts for a couple of weeks. During this time, the Arrontop cells are fully opening—so they can optimally adjust to temperature changes and weight.

3.Can I wash my pillow?

No, the pillows are not washable, as Space Memory Foam material is very sensitive to liquids. Your cover, however, is removable and washable. Please wash with a mild detergent in cold water, then hang to dry.

4.How do I keep my pillow clean?

For filled pillows, if you want to “clean“ your pillow, follow these simple steps to allow the material to breathe and absorb fresh air:

  1. Remove the pillow case and roll the pillow like a sleeping bag.
  2. Then unroll and repeat this procedure rolling in the opposite direction.

If your pillow has a removable cover, remove the cover, wash in cold water with a mild detergent, and hang to dry.

Logging FAQS:

1.What should I do if I have trouble logging in?

Please follow these instructions to help you get a nice shopping experience on arrontop.com.

 Check your login details. Your login username is the email address you used for registration.

 If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.

 Please make sure that your web browser accepts cookies.

 Our website may be undergoing system maintenance. If so, please wait 30 minutes and try again.

 If you are still unable to access your account, you can contact our Customer Service Department and indicate the problem. We will assign a new password for you and you can change it once you log in.


2.What should I do if I want to add or remove the items in the cart?

Please sign into your account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.


 Payments FAQs

1.What is PayPal?

PayPal is a secure and trustworthy payment processing service which allows you to shop online from arrontop.com. PayPal can be used when purchase items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). We cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.

2.After making a payment, can I change my billing or shipping information?

Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service.

 Department as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.


3.How do I know if my payment has been received?

Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store and log into your customer account to check the order status at any time. If we has received payment, the order status will show "Wait For Shipping".

4.Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?

Exceppt for PayPal payment method, we also support Credit/Debit cards including VISA/MASTER/MAESTRO/JCB/AMERICAN EXPRESS/DINERS CLUB/DISCOVER payment methods. 


 Shipping FAQs

1.How do I change the shipping method?

Once an order has been placed, the shipping method cannot be changed. However, you can still contact our customer service department. Please do this as soon as possible during the order processing stage.


2.How do I change my shipping address?

In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.


3.When will I receive my items after I place an order?

Economic Express (15 - 20 business days)

Due to Covid-19, there will be some delay in delivery. Shipping time may vary between 15-20 business days depending on your location. If you have any problem during shipping or after receiving the item, please feel free to contact us and our customer service representative will provide you with a satisfactory solution.


4.Do you ship to my country and what are the shipping rates?

We currently only support express delivery in the United States, Canada, and the United Kingdom. (Alaska, Hawaii, Puerto Rico, Guam, American Samoa and the U.S. Virgin Islands cannot be reached)

 Shipping Standard:

All Products Free Shipping through economic express.


We take economic express for free shipping orders.

5.Does the product price include the shipping price?

The product price does not include the shipping price. 

6.How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.


7.How do I track my order?

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company. Track Order here.


8.Why is my tracking number invalid?

The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.

 The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.

 We would advise you to contact our dedicated Customer Service Department and provide them with your order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.


9.If Customs duties are incurred, who is responsible for them?

We will pay the taxes, please don’t worry about it.


10.If my items are detained by Customs, who is responsible for clearance of the items?

If the items are detained by Customs, we will be responsible for clearance of the items.


11.What if my parcel is seized by Customs?

If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.


 12.After payment has cleared, how long do I wait until my order is sent out?

Our handling time is 1-3 business days. This means that your item(s) will generally be sent out in 1-3 business days.


 After Sales FAQs

1.How can I cancel my order, before and after payment?

Cancel before payment.
We accept order cancellations prior to product shipment or production.We will not process an order until we have received matching payment for the order. If your order is more than a week old and has not been paid for, you will not be able to "reactivate" it by sending a payment, as individual item prices and currency conversions may have changed. You will need to submit the order again with a new shopping cart. If you ordered the wrong product or changed your mind, please email us at: arrontopbrand@gmail.com to request a cancellation.

Follow up after payment
If you have already paid for your order and would like to cancel it, please contact our customer service department as soon as possible. If you are unsure about a problem with your order or wish to change it, please contact our customer service department and suspend the order if you decide . This will pause the packaging process while you make changes. Please email us at: arrontopbrand@gmail.com. If the cancellation is successful, you will receive a full refund. However, if the item has already shipped, it cannot be cancelled. In this case, a return process may have to be initiated.
If you want to cancel an existing order because you're adding another product, you don't need to cancel the entire order. Simply contact Customer Service and we will process the updated order; there is usually no additional charge for this service.


 2.How can I return purchased items?

Please read and follow the instructions below before returning any item to us. Please make sure you understand our return policy and meet all conditions. Please contact our after-sales service, please provide us with the following information:

 1.The original order number

2.The reason for the exchange

3.Photographs clearly showing the problem with the item

4.Details of the requested replacement item: the item number, the name and color

5.Your shipping address and phone number

 Please note that we are unable to process any returned items which have been sent back without our prior agreement.Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.

 The return can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.


3.Under which circumstances would an item be able to be exchanged or returned?

We pride ourselves in the quality of our memory foam pillows. All the pillows that we sell are high quality because we collect them from strict process. but some unexpected situation may happens sometimes which usually would be understood by customers.

 Quality Issues:

 Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 30 calendar days after receiving the garment-it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.


 We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.

 Please note:

Returns and exchanges are only available for eligible products.
We reserve the right to refuse returns and replacements if the product is worn, damaged, or the label has been removed, not for us or for logistical reasons.
If an item we receive is worn, damaged, or with the label removed it is considered non-returnable and replaceable, and we reserve the right to return any non-compliant item to you.
All product packaging must be intact and not damaged in any way.
If your purchase meets our return criteria, you may return your product for a different product or for a refund equal to the original payment for the returned product.


 4.What to do if my goods arrive broken?

We are very sorry if this happened to you. We will pack every order carefully, and do reinforcement and multiple protection.

If your goods are damaged or defective in the logistics process, please contact us within 48 hours after receiving the goods, via Email. We may request pictures of the damage, once confirmed we will send you a replacement within 48 hours.

We have a designated return address: Room 1312, Building 2, Xinglinwan Business Operation Center, No. 474 Xinglin Road, Jimei District, Fujian Province, China.
Please email: arrontopbrand@gmail.com to our customer service department to ensure you send your package to the correct address.

More details about Return and Exchange, please visit Return and Refund Policy page.