Shipping Information
Please note we ship our items via FedEx. Orders typically take 4-5 business days to leave our facility. Typically any order placed Friday through Monday will not ship until appx Wednesday/Thursday), and THEN they leave our facility. Depending on which part of the country you are in, it can take another 2-12 days to arrive. We do not offer expedited shipping. Many of our items ship in separate boxes so it is common to receive part of the order and then get the other boxes within a day or two depending on carrier traffic and routing. If you use a freight forwarding service there is no way for us to guarantee items can be consolidated and you should make plans accordingly.
Our shipping promotions do vary so be sure to review our shopping cart to find out the most recent shipping promotions. We currently offer free ground shipping over $150 (There are exceptions such as shipping to Hawaii, Alaska, Puerto Rico, etc).
As of 1/1/24 the estimated ship charges are:
- $0 - $49.99 - $10 Fee
- $50 - $99.99 - $15 Fee
- $100-$149.99 - $20 Fee
- Over $150 - Free Shipping (Except Hawaii & Alaska)
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 United States. There is a $20 per item surcharge shipping to Hawaii, Alaska & Puerto Rico plus a $5 handling fee. If you live in Canada try to order our items on BedBathBeyond.com or consider using a freight forwarder.
During holiday time frames, the window to have goods picked, packed, and shipped can result in taking a few days longer. We do not ship on weekends - so any orders placed after noon on Friday will likely not ship out until the following Wednesday based on surge demand.
Because we operate in several factories around the country, orders may arrive in different boxes at different times. Our system is not able to send unique tracking codes per package. Sometimes a tracking code will show delivered and you may have only part of your order. Simply go to UPS or FedEx and track the package, and, if applicable, click the multiple lines detail to see when the OTHER packages are expected to arrive. If you order pillows and mattress pads, they ship from different facilities. The system will default to show the first facilities' packages only. Don't worry - we promise the other goods are coming. When in doubt, simply send an email to customercare@downlite.com once you have done the OTHER steps first.
Replacements Policy
At DOWNLITE, we are committed to delivering the finest bedding products to our valued customers. However, we understand that mistakes can occasionally occur. If you find that a part of your order is missing, we are here to promptly address the issue.
Our Promise:
- We will diligently investigate and confirm any missing items from your order.
Please Note:
- We do not provide expedited shipping for replacement items.
- Regrettably, we cannot offer second-day or next-day shipping for missing items under any circumstances.
- Due to the nature of our products, which are not compressed, and the current high freight costs, we will ship replacements exclusively via ground service.
- Replacement orders will ship in the order they are received which during the holidays might have longer times.
Our Commitment:
While we cannot expedite shipping, we can offer the following options for missing items:
- We can initiate a cancellation and refund process for any missing pieces.
- We will ensure that your replacement items are shipped promptly and securely via ground service.
At DOWNLITE, customer satisfaction is our top priority, and we aim to make your shopping experience as smooth as possible. If you have any questions or concerns regarding our Replacements Policy, please feel free to contact our dedicated customer support team.
Return Policy
You can return your order with all original materials included within 100 nights of delivery. We will email you a prepaid FedEx label and deduct the cost of the return shipping from your refund amount ($10-15 per item flat rate for most items). The balance of the purchase less the original freight you paid plus the return fee will be refunded. Unless you are re-ordering something we suggest ONLY buying one item type at a time to minimize the return cost to you. In the event we waive having an item ship back there will only be a $5 processing fee per item, the balance for the order will be refunded less those fees and the original shipping out to you. Although we may or may not request a physical return of a feather bed, there is a $25.00 return fee for this item (see chart below).
In the event we shipped the wrong item there will be no return fee and you will receive a full refund including your original ship fee. Although our 'hotel finder' tool showcases the most up to date information we have, we cannot guarantee the item you enjoyed at a hotel is exactly what was in your room (but were 90% positive if the hotel appears on the list).
Return Fee's By Item Type & Exceptions:
- Single Pillow $10
- Twin Pack Pillow $15
- 4 Pack Pillows - $20
- 10 Pack Pillows $25
- Blanket $15
- Comforter $15
- Mattress Pad $15
- Feather Bed's which have a return processing fee of $25
- Small Items like pillow protectors only have a return fee of $2 per item
- If you need to return an item from Hawaii, Alaska or Puerto Rico there is a $20 per item surcharge plus a $5 fixed fee.
Please follow the procedure below.
Returns Procedure:
First Go to:www.downlitebedding.com/login
If you did not already create an account and password, you should do so now. Simply click the 'My Account' on top of the site, click 'forgot password.'
Check your email and click the link generated. Create a new password and then log in. Your orders should show up in your order history. Simply follow the prompts on the page to initiate the return process.
Click on the Order # you wish to return: XXXXXX
Click Return Request: Directly under the shopping cart logo.
QTY to Return: Input the number of items you wish to return per item.
Return Reason: Select from pull down.
Return Action: Select from pull down.
Comments: Leave a message or provide information as needed. It is possible to combine returns into one box. If original box is not available* list item quantity in box and the box measurements: Length (xx) – Width (xx) – Height(xx)
Click- Submit Return Request
We will contact you within 2 to 3 business days with your return label and packaging instructions. When we receive a return request we update them from pending to 'Return Authorized'. This does not automatically send you return labels - a team member still has to process them manually so please be patient.
After you have submitted your return request, please follow the steps below to expedite your return:
Put items you are returning in the original box (2 pillows are okay to combine into 1 box).
Print the Return Label that was emailed to you.
Attach/tape your return label to the box.
Take your box to a FedEx Store to ship.
Email CustomerCare@Downlite.com a photo of the receipt from FedEx to expedite your refund.
Return service fee applies to each item returned (please read the return policy above for exceptions). Please email us at CustomerCare@Downlite.com to inform us of the tracking number and date the return was shipped back to us.
Expect to receive your refund within 2-3 weeks from DOWNLITE receiving your return. Please allow for shipping and handling time when completing a return. When shipping back items, please send us the tracking code information so we can make sure all packages come back. This will allow us to expedite the return process for you. Our email address is customercare@downlite.com
2024 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 2024 and will respond to any calls, emails or messages once we return shortly thereafter.
We strongly recommend placing your online orders by December 12th to make sure all ground shipments arrive in time for Christmas.
- November
- Thanksgiving - November 27-29
- December
- Christmas - December 24-26
- New Years - December 31-January 2