Made to Order and Shipped with Care
We want your pillow inserts to arrive in good condition, on a realistic timeline, and ready for your project.
Because every Wilport pillow insert is made to order, shipping and returns work a little differently than they do for warehouse-stocked products. Each insert is made based on the size, shape, fill type, and quantity selected for your order.
We do not keep a warehouse full of finished pillow inserts waiting to ship. Once your order is placed, your inserts are cut, sewn, filled, packaged, and prepared for shipment.
Production Lead Times
Most orders are ready to ship within 1 to 10 business days.
Lead times can vary depending on order size, pillow type, fill selection, custom dimensions, current production volume, and whether the order requires special handling.
Business days do not include weekends or major holidays.
If you are ordering for a project deadline, event, installation, or client delivery, please contact us before ordering so we can help you understand the current timing.
Need an order sooner? Rush production may be available by request for some orders. If we are able to move your order ahead in the production schedule, a $125 rush order fee may apply. Rush production must be confirmed before ordering or before production begins.
Shipping Method
Most orders ship by UPS Ground.
UPS Ground delivery time depends on your location and begins after your order has shipped, not on the day the order is placed. Once your order ships, you will receive tracking information so you can follow the delivery progress.
Expedited shipping may be available by request. If you need faster shipping, please contact us before placing your order or as soon as possible after ordering.
Expedited shipping only changes the shipping transit time after your order leaves our workroom. It does not automatically shorten the production time needed to make your inserts.
Large Orders and Freight Shipping
Large orders, oversized pillows, trade orders, wholesale orders, and reseller orders may ship by freight instead of standard UPS Ground.
Freight shipping can be a better option for large or bulky orders because pillow inserts take up a lot of space, even when compressed.
Lift gate service may be available for residential deliveries or locations without a loading dock. If your order may require freight shipping, we will contact you with details before shipment.
How Pillow Inserts Are Packaged
Unless a pillow is too large for our equipment, each insert is individually wrapped in plastic, compressed, and sealed. This helps reduce shipping size and keeps the inserts protected during transit.
When your pillows arrive, they may look flatter than expected while still sealed. This is normal. Open the plastic, remove the insert, and allow it to expand. Most inserts begin fluffing back up quickly and can be shaped by hand after opening.
Very large pillows, bulky box pillows, and long bolsters may not be able to fit into our compression equipment. These may be wrapped and packaged differently.
Before You Order
Because every insert is made specifically for your order, please double-check the following before checking out:
- Pillow cover size
- Insert size
- Shape
- Fill type
- Quantity
- Shipping address
For help choosing the correct size, please review our Size & Fit Guide. For help choosing the right fill, please review our Fill Comparison Guide.
Order Changes
If you notice a mistake after placing your order, please contact us as soon as possible.
We may be able to update the order if production has not started. Once materials have been cut, sewn, filled, packaged, or prepared for shipment, changes may not be possible.
If You Are Unsure Before Ordering
If you are unsure about sizing, fill type, outdoor use, large quantities, freight shipping, or the best option for your project, please contact us before placing your order.
We are happy to help you choose the right insert before production begins.
Returns
Because each pillow insert is made specifically for your selected size, shape, fill type, and quantity, we are not able to accept standard returns for incorrect size selection, changed project plans, changing your mind after ordering, or items ordered by mistake.
That said, we want you to be happy with your order. If your order arrives damaged, incorrect, defective, or there is another issue, please contact us so we can help review the problem and find the best solution.
Return or replacement decisions are reviewed case by case based on the order details, product condition, and the issue reported.
Please contact us before attempting to return or ship anything back. Because inserts are compressed for outbound shipment, opened pillows can be difficult and costly to repackage.
Damaged or Incorrect Orders
If something arrives damaged or does not match your order, please contact us before using, altering, or attempting to return the product.
Please include your order number, a brief description of the issue, and photos if helpful. We may ask for photos of the packaging, shipping label, and product so we can understand what happened and help resolve the issue.
Questions Before Ordering?
If you have questions about sizing, fill type, outdoor use, lead times, freight shipping, or project-specific needs, please contact us before placing your order.
We would rather help you choose correctly before production than have you end up with inserts that are not right for your project.