Shipping Information
Please note we ship our items via FedEx or UPS Ground. Orders typically take 2-3 business days to process (During November through December this can surge to 4-5 business days due to volume), 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.
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 Overstock.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 Tuesday 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.
Return Policy
You may return your order within 30 days of delivery for a refund.
We will email you a prepaid FedEx label for your return and deduct a $5 service fee per item*.
Exceptions:
- Our Feather Bed's which have a return fee of $25 per feather bed.
- 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.
$5 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
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 22-26
- December
- Christmas - December 22-26
- New Years - December 29-January 2