Contact DOWNLITE
Phone: 1-833-349-0999. Monday to Friday , From 9 AM to 5 PM EST
As the largest manufacturer of down and down alternative bedding in the country, we would love to hear from you. You may have enjoyed one of our hotel pillows on a recent stay - have you tried our hotel bedding finder tool? Please note: many national hotel chains do not like us using their name, so if you try the tool and nothing comes up, it is likely on purpose because of a hotel. No worries - simply email us and send pics of the product law labels (be sure to capture the entire law label - especially the bottom numbers. DON'T send us a picture of our logo label - that won't help us cross-reference the item).
Question about billing vs. shipping address? We do not collect your billing address in our checkout. Just enter your shipping address and payment method, and you're all set!
Question about order status? Please check your email for messages from us. We send tracking numbers and order updates as your order processes, and sometimes our messages end up in your spam folder. Most orders ship out within 2-3 business days (orders placed Friday to Monday, normally start to ship out on Tuesday). We don't offer expedited shipping so please give yourself plenty of time to receive a package.
Question about Returns and Shipping? Please see our Shipping & Returns page.
Please remember to use our Hotel Bedding Finder to find the bedding you enjoyed.
Cancellation Help? Sometimes even the best of us forgot to use the right address or maybe need a slight revision - no worries simply contact us right away. This also includes if you forgot to use a coupon - no need to cancel - we will simply adjust it for you.
Use AOL/Hotmail/Yahoo? Your email might go to SPAM - be sure to check the spam/Junk folders first.
Need help on the phone? We love answering questions, helping guide you to the right bedding, and making you sleep better! We have a limited staff so if we don't pick up please leave a message.
Phone: 1-833-349-0999
Email: customercare@downlite.com
Currently, we are upgrading our support system and phone support is limited. We apologize for that! We do suggest using the contact form to send in questions. Feel free to add attachments as needed to any emails to us.
FAQ: Stages Of Order Fulfillment (For eMail & SMS Text Notices)
- Awaiting Fulfillment — Customer has completed the checkout process, and payment has been confirmed.
- Awaiting Shipment — Order has been pulled and packaged and is awaiting collection from a shipping provider.
- Partially Shipped — Only some items in the order have been shipped due to some products being pre-order only or other reasons.
- Shipped — Order has been shipped. Please note we operate several plants and it is very common for the orders to ship and arrive at different times/dates. Our tracking codes sent out are for the first items in the order. This sometimes causes confusion as, for example, a pillow and mattress pad might ship separately from two different plants and arrive within a 1-2 day window. If a few days have passed, please reach out to us to look into it (usually there is just a lag time).
Our normal hours of operation are Monday to Friday from 9 AM EST to 5 PM EST.
July 11, 2025 – Important Customer Update
To better serve you, we’re currently updating our ERP system. As a result, our website is temporarily closed to new orders while we catch up on shipping. We expect to reopen in about a week and truly apologize for any inconvenience this may cause.
If you’re waiting on a previous order, thank you for your patience - we’re working hard to ship all outstanding orders over the next couple of weeks.
Our customer care team is still available and happy to assist you via email or phone. Need to cancel your order? No problem - just reach out and we’ll take care of it.
We appreciate your understanding and continued support.