FAQ

We accept returns of unused items within 30 days of delivery. If you wish to go further and return all or part of your order, please visit our Return & Refund Policy here and then contact us at [email protected] with your order number. Cases of returns with buyers remorse, such as an item that didn't fit, didn't like the color/quality, ordered by mistake, bought somewhere else, etc., will be handled separately.

You can view our best offers on the main page of www.ortorex.au. We offer a range of seasonal promotions throughout the year. If you have a code, just enter it at checkout to get a discount on your purchase.

You can leave a message at +61-736-677-404 from 9 a.m. EST to 5 p.m. EST or send an email to [email protected]. We respond to all customer requests within 24 hours on business days.

You have 30 nights to fall in love with your Ortorex pillow. Not loving it? Just contact us and we’ll organize your full refund.  

The fill of the pillow is a viscoelastic polyurethane foam, also known as memory foam.  

Yes, memory foam is safe. The EPA has declared memory foam non-toxic and the multiple studies have shown memory foam does not cause any health issues. Unlike many other material, memory foam is hypoallergenic and free of bed bugs.  

It’s not necessary. However, if you want to personalize your pillow with a different pillowcase, it’s completely up to you.  

The outer cover is fully machine washable and dryer friendly. The core is spot clean only. After washing lay it flat to dry.

If you have reason to suspect that your package has been stolen (for example, if your order status is “Delivered” but you never received it), you need to wait for 5 days. During that time, the status may change, or a misdelivered package may be returned to the sender. If that does not happen, you need to file a police report within 5 days after the status update. Send a copy of the police report and the assigned police report number to us so we can review your case. Falsifying reports will have legal consequences.

If you believe you received a defective, damaged or incorrect product, please send a photo or a video of the item and a brief explanation of the defect to [email protected]. Also, we need the photo of the tracking number on the package itself so we can look into it right away.

In the event your order is returned to the sender, we will contact you via email at the same email address that was provided during checkout. If you find that your tracking link states that your order is being returned to the sender, earlier please send us an email at [email protected] and let us know so we can properly look into the issue.

Make sure you check your Spam, Junk or Promotions folder just in case the email got delivered there instead of your inbox. To further ensure our confirmation emails get to you, you can add the address [email protected] to your safe sender's list to ensure your confirmation does not get sent to one of these folders. If you have checked these folders and it is still missing, please contact us and we will be happy to help.

All orders are processed within 2-3 business days.

We process our orders very quickly and unfortunately cannot typically make changes after an order has been placed for more than 24 hours. If you notice the mistake straight away, though, please send us an email at [email protected] to see if a modification can be made.

After your order is placed, you will receive an automated email with your order number and details of your purchase.

We accept payment via PayPal and by all major credit cards including Visa, MasterCard, American Express, Visa Debit and Visa Electron (UK). Please be aware of potential fees for cross border transactions.  

Payments can be declined for various reasons. If you feel as though your card was declined in error, please place another order through our website and make sure the address is correct.  

Choose the items you want to purchase and add them to the shopping cart. Check the content of your shopping cart before proceeding to the next step. Fill out the required fields with the information that will make it possible for us to deliver your order to you. Choose the method of payment, enter the payment details and confirm the purchase. You will receive an automated email confirming your order and containing the essential information about it. Please keep this email for future reference until you receive your package.  

The shipping is absolutely free. No customs/sales tax is payable on the delivery of the goods.

Please refer to our Shipping Policy for the details.