FAQ

What pillow should I purchase?

How do you sleep? Back, side, stomach? Different densities cater best to certain sleeping positions. Our Pillow Buying Guide explains this in detail, but to summarize: if you sleep on your back or side a medium density pillow works best. Stomach sleepers should get a soft pillow. If you want a lot of neck support or have a larger frame, we recommend a firm pillow. If you're totally confused or not sure, consider our 3 in 1 adjustable pillow. 

How do you get your down?

Our down comes from well trusted suppliers as a by-product of the poultry industry. We work closely with our suppliers to ensure the humane treatment of the waterfowl, including the elimination of live plucking. This practice has earned us the Responsible Down Standard certification. Read our blog article about where we get our down for more information.

I have allergies; can I use down?

Down, by law, is required to be cleaned; but we go the extra step to make sure our down is hypoallergenic and sanitized. Most allergy issues are related to dust and dander, which ironically down proof bedding blocks really well causing less allergens to go inside the bedding. There’s nothing in the down itself that would cause a reaction for most consumers. When in doubt check out our allergy friendly products; we also love our PrimaLoft down alternative items.

What's the difference between feather and down?

Feathers are two dimensional plumage, with a spine from waterfowl. Down is a three dimensional cluster located under the feathers mainly on the torso region. Feathers are great for support, as they pack together to create firmness. Down is better for softness, with only mild support (the clusters are easily compacted).

How should I store my down bedding?

When storing down, make sure to use a breathable container/bag. Place this container in a cool, dry place. If the area is damp, the down will mildew and if it's too hot, the natural oils in the down will evaporate.

Why does the tag say '75% Down', not 100%?

The rule from the Federal Trade Commission (FTC) states if the law label on an item contains 'down', then the item must contain a minimum of 70% down clusters. The other 25% consists of: additional down clusters, down fibers (broken clusters) and small feathers (<6cm). 

How do I wash my down or down alternative bedding?

We offer a series of videos and articles on our sister website www.beddingcare.com.

What Are All These Bedding Acronyms?

WGD - White Goose Down

WDD - White Duck Down

GGD - Grey Goose Down

GGF - Grey Goose Feathers

TC - Thread Count

Alt - Alternative, as in Down Alternative

FP - Fill Power

What are the different stages of order fulfillment I might receive notice of via eMail or SMS Text?

• Awaiting Fulfillment — Customer has completed the checkout process and payment has been confirmed. Typically orders can take 2-3 business days to process to the next stage.

• 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 you might receive a pillow from one plant and the mattress pad might ship from a different plant and arrive within a typical 1-2 day window. If a few days have passed please reach out to us to look into (usually there is just a lag time).

Why Does my login not work or show old orders?

Recently our eCommerce shopping platform implemented a checkout process temporarily where checkouts might only opt to guest checkout.

This may cause former orders to not show on your account history or require you to order as a guest.

We apologize for any confusion or inconvenience this may cause. If you have any more questions please contact us: customercare@downlite.com.

The pillow sku I have from my hotel doesn’t match anything online?

The same pillow may have two different skus, one for hospitality and one for retail. Please note many large hotel chains do not allow us use their name online. Check the hotel finder or contact us for assistance. 

I never received an email, when will my order ship?

Generally, orders ship within 2-3 business days. If you never received an email, check your spam/junk folder. We send 3 emails throughout the process: a confirmation when we receive your order, order processed (but not shipped), and order shipped (with tracking). If you still do not see any of these emails, please contact customer service.

I placed an order, but it's requiring verification?

We may require additional verification for large orders for your protection. Typically, you will receive a call from us to verify that you made the purchase and the ship to location. This is done to protect both you against fraudulent orders and ourselves.

Why am I being charged sales tax?

DOWNLITE has a business presence in many states and is therefore required to collect sales tax on all applicable purchases. Sales tax is calculated based on shipping address and will not be charged for orders shipping to states in which no sales tax is due.

Do you ship to Canada or anywhere but the lower 48 continental Unites States?

We're sorry, we wish we could ship items to every corner of the globe, but at the current time we only ship to the contiguous 48 'lower' United States. If you live in Canada try to order our items on Overstock.com or consider using a freight forwarder.

What warmth level comforter should I purchase?

Are you a warm or cold person? For someone who is generally warm, or living in a warmer climate, we recommend a Summer weight comforter. For everyday use in mild climates: Year Round weight. We only recommend Winter weight comforters to those who are quite cold, or have harsh Winters.

Some customers want an ‘extra fluffy comforter’. Please note that the fluffier a comforter is, the warmer it will be.

How many coupon codes can I use?

Our checkout page only allows one coupon to be used per order. You are not able to 'stack' codes so make sure you use the one with the best discount. Please be sure to enter coupon codes on the shopping cart page (versus in check out mode). If you missed a step we can always apply it for you later (we have a 30 day cap on coupon codes missed).

Are the product measurements true to size?

Our product sizing is based on the unfilled fabric measurements. Once the fabric is filled with filling the length and width are reduced because the height increases.

How hot can EnviroLoft filling be washed at for allergen/dust mite concerns?

The recommended highest heat setting is 50C or 120F

2023 Holiday Schedule

Our normal hours of operation are Monday to Friday from 9 AM EST to 5 PM EST.

We will be closed on the following days for 2023 and will respond to any calls, emails or messages once we return shortly thereafter.

We strongly recommend placing your online orders by December 10th to make sure all ground shipments arrive in time for Christmas.

• November
• Thanksgiving - November 22-24
• December
• Christmas - December 22-26
• New Years - December 29-2 

How To Send Gifts

To send a gift to a loved one, simply follow these easy steps:

 

1. Browse our collection and add the desired items to your cart.
2. Proceed to checkout and enter the recipient's shipping address in the "Ship To" section. Please note that our payment processor does not require billing information.
3. If you've used Bolt on other websites and have saved addresses in their 'address book' feature, be sure to double-check and select the correct shipping address for your gift order.

That's it! Your thoughtful gift will be on its way to your friend or family member in no time.