Shipping, Returns and Exchanges
While we remain committed to contributing to your sleep health and wellness, we also understand that we are facing uncommon circumstances. We are doing our best to maintain our shipping schedules, but we anticipate there may be delays in order processing and shipping.
Most of our products are designed by and exclusively for us, and we are experiencing delays with suppliers and fulfillment partners, both stateside and around the world. We appreciate your patience, and we will send an email when your order ships.
At ChiliSleep Headquarters:
Our first priority is the health and safety of our valued customers and team members. Our warehouse team is working at safe distances to ship your order. Our Customer Service representatives are working remotely to safely and efficiently answer your emails and calls. Please note that the response time may be longer than usual. We appreciate your patience.
For any assistance, please contact our Customer Service team at firstname.lastname@example.org.
Thank you for your understanding. We will continue to monitor the situation and update our processes to accommodate as best as we can and as circumstances change. The entire team at ChiliSleep is with you and your family and hope that our products can offer you some comfort and support as we navigate through this uncertainty, together.
How much do you charge for shipping?
We're excited to offer fast and free standard US shipping. So long as a product is not "in production", the order will be shipped the same or next business day.
When you place your order, we’ll ship it directly to your home or office using a premium carrier such as USPS, FedEx or UPS. Customers in the continental US can typically expect their orders within 3 to 7 business days; Alaska, Hawaii and all off-shore United States territories should expect orders in 7 to 10 business days.
Do you ship internationally?
Yes, we do. Unfortunately, we are not able to offer free international shipping at this time.
International orders vary in cost and typically take 8 – 12 business days for delivery (plus customs clearance time).
Please note that import duties and tariffs are not included in your final order price. Therefore, you may be required to pay additional duties and taxes upon receipt. We apologize for any inconvenience this causes. Unfortunately, we are unable to control the receipt country's tariff and trade requirements.
We do not ship to the following countries: New Caledonia, Fiji, French Polynesia, Papua New Guinea, Samoa, Solomon Islands, Vanuatu, Cook Islands, French Southern Territories, Heard Island And Mcdonald Islands, Kiribati, Nauru, Niue, Norfolk Island, Pitcairn, Russia, South Georgia And The South Sandwich Islands, Timor Leste, Tokelau, Tonga, Tuvalu, Wallis And Futuna.
How do I track my order?
We will email you with a tracking number as soon as we ship the order so you can follow along as it heads your way.
You can also log in to your account and see all of your existing orders.
You will select your order number from your account page, then you can see your tracking number and check on its status with the shipping carrier right there.
Need to return your product?
We want you to love your Chili products, but if you're having issues, we make returns as easy as possible.
How do I return my Chili product?
If you purchased a chiliPAD or OOLER within 90 days from our online store you are eligible for a return.
We will issue a return authorization number and refund your purchase price minus shipping and handling within 30 days after we have received the product back.
We cannot process returns for chiliPADs or OOLERs purchased from third-party retailers, so you will need to contact them directly to find out their return policy.
If you're a customer from outside of the USA please contact us and we will see if we can help you with the returns process.
If you are a customer within the USA you can access our Customer Return Authorization form here or https://help.chilitechnology.com/hc/en-us/requests/new?ticket_form_id=24090.
If you're a customer from outside of the USA, you can access our International Customer Return Authorization form here or https://help.chilitechnology.com/hc/en-us/requests/new?ticket_form_id=146746.