May I order by phone?
Yes. You may order any item on our website by phoning our Customer Service Department at (800) 590-0756. Our Customer Service hours are 10:00 a.m. – 8:00 p.m. Eastern Time. Monday – Friday. Refer to the item number when ordering.

A helpful hint: Print a copy of your shopping cart and use that information when you call. We accept Visa, MasterCard, American Express or Discover.

What forms of payment does Peak Pillows & Designs accept?
We accept Visa, MasterCard, American Express and Discover for shopping cart purchases and phone purchases through our Customer Service Department. We rely on a secure website for online ordering and customer friendly phone service to those who prefer to order over the phone.

Is my credit card information secure?
At Peak Pillows & Designs we rely on the secure server technologies and Internet encryption of Comodo for protection of your order. The “lock” icon in the lower right corner verifies secure connection with our server during order placement.

Will I be charged sales tax?
A sales tax of 9.25% will be charged on all orders delivered to addresses in Tennessee. Any orders shipped to addresses outside Tennessee will not be charged sales tax. It is your responsibility to determine if your purchase is subject to state or local taxes.

Will I receive an order confirmation?
Yes. We will send you a confirmation email immediately upon order placement. This confirmation email will acknowledge your order and include the details of your purchase and a reference number to facilitate any inquiries about your order.

When your order has been processed, we will notify you by email of all shipping information including the UPS tracking number for your order.

If we encounter difficulty with your credit card authorization we will notify you by email. Please try again or you may contact our Customer Service Department at (800) 590-0756. Customer Service hours are 10:00 a.m. - 8:00 p.m. Eastern Time. Monday - Friday.

What are your shipping methods and shipping costs?
Courtesy FREE standard UPS shipping in contiguous United States! All purchases receive FREE shipping insurance.

Shipping policies follow:

What is your returns policy?
We hope you will be pleased and happy with every purchase from Peak Pillows & Designs. Some items are not refundable and are so noted in the item description that accompanies the product photo. Most items may be returned if necessary. Follow these guidelines.

RETURN REQUIREMENTS:

*Within three calendar days of your receipt of purchase, notify us of your intent to return item(s). Contact us using this Customer Service Department Link and request a Return Merchandise Authorization number. No refunds can be granted over the phone.

*Include the following information in your email:

1. Your Name
2. Shipping address
3. Date purchased
4. Item number(s) to be returned with quantity of each item purchased
5. A brief explanation for return

*Upon receipt of your email, Peak Pillows & Designs will contact you and provide a Return Merchandise Authorization number to accompany your returned item. No refunds can be made without a Return Merchandise Authorization number.

*For refund of cost of item(s) to be credited to your credit card, Peak Pillows & Designs must receive the returned purchase within 7 days upon your receipt of the Return Merchandise Authorization number. Return shipping charges and insurance (if customer desires to purchase return insurance), is the responsibility of the customer.

*It is left to the customer’s discretion to purchase insurance for return shipping. Peak Pillows & Designs is not responsible for item(s) during return transit.

*Credit card refunds will be posted only to the same credit card used in original purchase.

*A 35% re-stocking fee will be charged for each returned item and charged to credit card used in original purchase of item(s).

*All original packaging and shipping materials must be included in any return, as well as a copy of the original packing list. As we take great care in shipping item(s) to you, we ask for the same care when returning item(s). Items must be returned in the same mint condition in which they were shipped with all original tags still attached.

*Any item(s) that is not in its original condition, or any item(s) that has been damaged upon return to Peak Pillows & Designs, will not be refunded. This includes any pet/smoke odors, stains or signs of use.

*If your purchase is damaged before you receive it, notify us within 24 hours upon your receipt of purchase to receive a refund. Contact us using this Customer Service Department Link and we will refund all shipping charges. No restocking fee will be charged in such situations.

When will my order be shipped?
Most purchases are shipped within 7 days after your order is placed. Allow 5-7 days for UPS Standard services to deliver your order. The usual shipping time is listed with each item description – please look there for any exceptions. Please note that the shipping time quoted in the item description refers to the time needed to process your order and entrust it to UPS and not to the number of days UPS needs to deliver the item to your address.

May I send a gift card with an item purchased for a gift?
Absolutely! If you are purchasing something as a gift, we will include a complimentary gift card with the item.

In order for us to do so, please provide the information requested for the gift card in the Gift Card area when checking out on the Billing and Shipping Information page.

Remember also to tell us the way that you would like for your name and the recipient’s name(s) to appear on the gift card.

Giving a custom decorative pillow is a wonderful idea that reflects great thoughtfulness and care.

We look forward to hearing from you if you are interested in our designing unique creations just for you. To begin this exciting process either contact us using this Customer Service Department Link or call our Customer Service Department at (800) 590-0756. Our Customer Service hours are 10:00 a.m. – 8:00 p.m. Eastern Time. Monday – Friday.

Listed below is a general description of our custom order process. Following that is our policies and procedures information. Please email or call if you have any questions.

INITIAL PROCESS:

1. Contact us with description details and budget of item(s) desired.
2. We will then email or fax our Design Specification sheet and our Policies and Procedures form to be reviewed. (We will be glad to walk you through the completion of the simple Design Specification sheet if you desire.)
3. Once we have received a nonrefundable 50% deposit, completed and signed Design Specification sheet and signed Policies and Procedures form, please allow minimum of 1 week to prepare design proposal. Once design proposal is approved by client, fabrication of order takes 4-6 weeks. If you need the item(s) sooner, please talk to us about priority handling.

PEAK PILLOWS & DESIGNS, LLC CUSTOM ORDERS POLICIES AND PROCEDURES:

Payment Terms:

• A nonrefundable 50% deposit is required when placing an order. Remaining balance and shipping charges are due before order is shipped. We accept checks (please allow 1 week for check to clear before shipping), certified checks, and Visa, MasterCard, American Express and Discover.

Shipping:

• Because custom orders take time, please allow 4-6 weeks for standard delivery, depending upon the item. If you need the item sooner, please talk to us about PRIORITY HANDLING.

Delivery:

• UPS Ground is used for all orders except those receiving PRIORITY HANDLING. Prices for custom orders do not include shipping/handling or insurance charges. We will indicate shipping/handling and insurance charges at the customer’s request.

We inspect each item thoroughly before shipping. In the case of any damages due to shipping, the customer should report the damage to UPS and Peak Pillows & Designs. UPS requires that boxes and packaging materials be kept for inspection. This procedure must be followed.

Refunds or cancellations:

• We offer no refunds or cancellations for custom orders.

We look forward to hearing from you and creating beautiful one-of-a-kind keepsakes specifically for you!

Is the information that I submit on your site kept private?
By visiting our website you are accepting our privacy policy as listed here:

*We use the information you submit only for such purposes as responding to your contacts, customizing your ordering and shopping with us and improving our ability to communicate with you.

*The information you provide and any voluntary information you might offer is private and will be kept private for our use only.

*We do not sell nor supply to others any information about our customers not necessary for completion of customer’s transaction of purchase with Peak Pillows & Designs.

*We will not initiate contact with any persons to whom you email our website link. Such persons will receive the introductory note shown at time of link send. We do not retain or share these persons’ email information with any third parties.