Frequently Asked Questions
Products
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How do I wear the Travel Ease Pillow?
1. Unpack your Travel Ease Pillow and let the memory foam gradually regain its original shape.
2. Position the pillow comfortably around your neck until you feel your head and chin are supported. Be patient and give yourself some time to find the perfect position.
3. If you can't find the right position, try to put the pillow up side and and try again. For some, this works better as they can find better support using the pillow upside down.
4. Now the pillow will put you asleep and keep you asleep. You'll wake up refreshed at your destination.. Easy as that!
How do I wash the Travel Ease Pillow?
Remove the cotton cover and then wash it with your hands! The Travel Ease pillow is not suitable for machine-washing.
Is the Travel Ease Pillow suitable for children?
The original Travel Ease Pillow come in one size, it is made to fit all different shapes and sizes and support your neck to enhance your sleeping experience when you are on the go! We recommend the Travel Ease Pillow for ages 14+ due to the size, this is based on 14 year olds average height of 5'3".
Order Questions
Why am I not receiving email updates?
You may not be receiving confirmation emails or updates due to no email being placed or an invalid email when you placed your order. Our emails will also occasionally appear in your junk mail folder, so please check that inbox as well.
I incorrectly placed the order, can I still cancel it?
If you need us to cancel your order for any reason, please get in touch as soon as you can. Once an order is in our system, it can’t be edited and we can’t usually stop our warehouse from completing the shipping process once it has started, so it’s important that you let us know as early as possible.
If we manage to prevent your order from being dispatched, we will cancel it and you’ll receive a full refund. If we’re unable to do so, don’t worry! You can return your order to us using our Returns Process.
I did not receive my invoice, how can I request it?
If you would like to request an invoice, you can send us an email and we will be happy to provide it to you.
The shipping address is incorrect, how can I change it?
If the shipping address needs to be updated and the order is not yet fulfilled, we will be happy to update it on our end. Kindly send us an email at support@shoptravelease.com. However, once the order is fulfilled, we will no longer be able to make the changes. In this case, you need to monitor the package then and once it is endorsed to your local courier, you can contact them and request the update.
I forgot to use the discount code, can I cancel the order and place a new one with the code?
If in case you forgot to apply the discount code, you can get in contact with us to manually update the code. Just make sure to provide the code for us to check if you are eligible to use the code.
Delivery Questions
What do I do if I receive a notification saying my package is “Delivered” but I did not receive it?
You can check your mailbox, porch, garage, or any place in your house where the carrier might have placed it safely. You can also check it with others in your house that might have accepted the package. There are some instances that the courier is updating the status to “Delivered” but could still take 24-28 hours before they can deliver it to you. This is because of the surge of packages being handled by the local courier. If 48 hours have passed and you still do not have it, you can contact us or directly get in touch with your local courier.
Why is my tracking number not working?
Our tracking numbers take a couple of days to become active. Tracking numbers have been slow to update despite the packages being shipped as they are processed by our shipping partners. Don’t be alarmed if you get an error message when you track the package, kindly give it some time to be activated.
Why is my tracking number not moving/updating?
Due to the number of packages being handled by our couriers, some of the package statuses are not being updated in real-time. Sometimes, the packages are being delayed because of unforeseen incidents. If you think that the package has been stuck for a period of time, you can contact us and we will be happy to verify the status with our Logistics Team.
What is the delivery time?
Orders can sometimes take 2-4 days to process after placing the order before shipping out. Please note that it can take up to 48 hours for the tracking number to show activity.
The standard delivery times once the order has been shipped out are as follows;
- USA and Canada: 6-20 days
- Australia and New Zealand : 8-20 days
How Can We Help?
If you’ve still got questions, the answers you’re looking for might be in our help centre. If you’d like to get in touch with us, feel free to contact our team!