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Shipping & Returns Policy

Shipping
Where do you ship to?

We ship anywhere within Canada and the United States via Canada Post or Fedex. When checking out, you can compare prices and pick the best carrier. Unfortunately, we are unable to ship to other countries at this time.

How long does it take to ship?

We try to keep all pillow sizes in stock and will typically ship in 1-3 business days.

Most flaxseed therapy packs are custom made to order. Please allow a couple extra days before it ships.

Weighted Blankets are all made to order and can take up to 5 weeks to ship, depending on our current workload.

The shipping method (for example overnight air) only affects the travel time, not the shipping time. We always do our best to get orders out the door as fast as possible.

I'm buying a bunch of different products. Why are your shipping costs ridonkulously high?

The problem is how the website software deals with multiple products. I enter the product with length, width, height, and weight. I then tell it that multiple products will add to the height and weight. When you order two pillows, I will stack them in a box since it doesn't make sense to lay them end-to-end in a very long box.

When the website requests a shipping quote, it passes the dimensions on to our shipping partners and gets back a quote. If the dimensions are out of the shipping partner's range (box too tall), then it won't return a quote.

When you add other items in your cart, the website keeps stacking them on top of each other. I have no way to tell the website that my box is a specific size and please be smart about how it's packed. Here's what I mean:

How the website thinks we ship vs how we actually ship

If the shipping quotes you get back are unusually high, or if Overnight Air is the only option and you think there's an error, contact us! If the problem is because of the way the website stacks the items, we will recommend that you just choose an available shipping option and we will refund the difference once we know the actual cost for your actual preferred shipping method. Sometimes the shipping costs are just high (if you live in a rural area) and there's nothing we can do about that, but we will always do the best we can for you.

How are the shipping charges calculated?

Our products are generally big and heavy and our shipping partners will charge by size or weight, whichever results in them making the most money. In our case, we're usually charged by size.

We have no control over the prices the shipping carriers charge. We do not tack on a little extra for ourselves and we do not charge a handling fee. The prices shown come from the carriers directly and is based on package dimensions and weight.

Where are you located? Can I pick up from your store?

We are located in Langley, British Columbia, Canada. We do not have a store of our own but here are some great options:

  • Check our list of Retail Locations that you can purchase your products from.
  • See our Events Page for a list of locations we'll be at and buy a pillow in person (we accept cash, Visa, Mastercard and American Express).
  • Buy your pillow online and pick it up at an event we're at. Simply fill our your shipping information as normal and select the Event Pickup as a "shipping" option during checkout.

Note some items are made to order and we will require extra time for that.

Can I buy my item online and pick it up at a Retail location?

No, that is not possible. You can pick it up at an Event (select the Event Pickup shipping option when checking out)

Why don't you offer free shipping?

Free shipping isn't free. If we were to offer it, we'd have to raise our prices on pillows $15-20 each. Customers who are geographically close to us would subsidize the shipping for the customers further away. But what if you order 2 pillows? The shipping cost doesn't double, but the pillows would cost $30-40 more. While I would appreciate it from a business perspective, it's not fair to you. This is why we get real-time quotes from our shipping partners and that's what you pay.

Returns
What is the Money Back Guarantee all about?

Our buckwheat hull pillows come with a 45-day money back guarantee. Within 45 days, if you're not happy with your buckwheat hull pillow, you can return it for a full refund of the purchase price of the pillow. If you're not happy with the size, exchange it for another size.

A buckwheat hull pillow is firmer than most people are used to and some customers reported that it took 2-3 nights to adjust. We suggest that you use your Kuseno Buckwheat Hull Pillow for 1-2 weeks before deciding. If you are not satisfied with your Kuseno Buckwheat Hull Pillow, see What If I Don't Like The Pillow for tips on enhancing your comfort. If it's still not working out, send it back to us for a refund. Some conditions apply.

We want you to be happy and love your Kuseno Buckwheat Hull Pillow as much as we do.

Use your pillow! OWN your pillow. Take your pillow out of the plastic bag (we've had more than two returns with the pillow still sealed in the plastic bag). Take some hulls out if it's not right (store them in a paper bag or Ziploc bag).

45 Days is a long time to accept returns. Why 45 days?

30 days is pretty much the standard return period for non-hygienic products, right? Add on a week to ship your order to you, and a week for you to ship it back, and that makes 6 weeks'ish. (Most orders take 2-3 days to ship within Canada, so we're being generous by saying 1 week)

As long as we have your return in our hot little hands within 45 days of the purchase date, and you sent back everything you are intending to return, you'll be credited the purchase price of your returned product(s).

What's the most common reason for pillow returns?

The most common return happens just days after the initial purchase because the customer found the pillow to be too firm. This is a firm pillow, and if you're used to a soft pillow, it could take 2-3 nights to adjust to a buckwheat pillow. Some customers have needed a full week to adjust, while others loved it after the first night. All we ask is that you take advantage of our 6 week return policy and try it for at least a couple of weeks before deciding if it's right for you.

What do you do with returned pillows?

Due to hygienic reasons, the hulls and pillow case can not be resold to another customer. The hulls are mulched and added to soil for the garden, while the pillow case is tied to a stick, soaked in kerosene and lit on fire so I can practice fire juggling. Just kidding! The pillow case is disposed of "the normal way" as cotton recycling doesn't seem to exist yet.

Can't I keep the pillow if you're just going to dispose of it?

Sadly, no. We wouldn't want someone to take advantage of us by "claiming" they don't like the pillow just so they can get it for free.

What's your return policy for other products?

Flaxseed Therapy Packs can be returned, unopened, within 45 days.

Weighted Blankets are custom made to order and can not be returned or exchanged. Please consult with your occupational therapist or doctor to be sure that a weighted blanket is right for you or your child before you purchase it.

How do I return my item?

Please contact us before returning any product as you will need a return authorization return number. Detailed warranty return instructions will be given at that time. The returned product will undergo an inspection upon its arrival to our facilities prior to the refund being processed.

Do you reimburse the shipping?

Only the Kuseno product is covered under the return policy. All shipping charges for returned product are the responsibility of the purchaser. The Shipping Carrier did their job and should get paid for it.

Warranty
What does the 1-year limited warranty cover?

All Kuseno products include a 1 year limited warranty on workmanship and materials (fabric, seams, and zipper where applicable) with normal use. The warranty does not extend to the filling inside the product: buckwheat hulls, flaxseed, water-absorbing polymer, or weighted pellets where applicable.

Warrantied items will be shipped back to us at your expense and we will ship the replacement at our expense. We'll share the shipping costs. For warrantied zippered pillow cases, empty the buckwheat hulls from your pillow before shipping to save on shipping costs.

For example: If the stitching around the zippper of your buckwheat hull pillow comes loose and the hulls spilled out (this has never happened), we will replace the case within the first year. Save the hulls so you can refill the replacement case.

What doesn't the limited warranty cover?

The filling (buckwheat hulls, flaxseed, water absorbing polymer, or weighted pellets) is not covered under the warranty.

If the Kuseno Buckwheat Hull Pillow is damaged by misuse (including but not limited to attempting to wash the pillow with the buckwheat hulls still inside) we may, at our discretion, offer a replacement pillow for a discounted price (plus shipping costs).

If a flaxseed therapy pack or Kolo Cool Tie is damaged by a defect in workmanship or materials, it will need to be shipped back to us at your expense and it will be replaced with a new replacement, identical item at our expense.

For example: If you left your flaxseed neck wrap in the microwave for 6 minutes straight and now it smells terrible, it's not covered by the warranty.


 

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