Thank you for choosing DownyHaven. Find answers to common questions about our products, materials, product care, shipping, returns, payments, and customer service.
Products & Materials
What is the difference between down and feathers?
Down and feathers both come from geese or ducks, but they have different structures and functions.
Down consists of soft, lightweight clusters found beneath a bird’s outer feathers. Down clusters do not contain hard quills and are valued for their loft, softness, breathability, and insulation.
Feathers form part of the bird’s outer covering and contain a central shaft or quill. In bedding, feathers may be used to create additional structure and support.
The specific balance of down and feathers varies by product and influences its softness, height, support, and overall feel.
Do all DownyHaven products contain goose down?
No.
Our Goose Down Pillows and Goose Down Comforters use different goose down or goose down-and-feather constructions, depending on the specific product.
Our Mulberry Silk Pillowcases and Silk Sleep Masks do not contain goose down.
Please review the materials and construction listed on each product page before purchasing.
Where are DownyHaven products designed, manufactured, and fulfilled?
DownyHaven products are designed by our U.S.-based team and manufactured by qualified production partners selected according to our product quality and production requirements.
Most orders are fulfilled through our U.S. distribution network, with facilities serving both the East and West Coasts. The fulfillment location may vary depending on product availability and destination.
Our manufacturing partners are expected to follow applicable workplace and social-compliance requirements. Certain production facilities are assessed through recognized social-compliance programs, including amfori BSCI where applicable.
Please refer to our Shipping Policy for current processing times, delivery estimates, and shipping coverage.
Is your down responsibly sourced?
Our goose down and feather materials are obtained through suppliers that follow responsible sourcing requirements.
The Responsible Down Standard, or RDS, supports animal-welfare practices and supply-chain traceability. It prohibits practices such as live-plucking and force-feeding within certified supply chains.
Because certifications may vary by product and production batch, please review the relevant product page or product label for the certifications that apply to a specific item.
What certifications do your products have?
Certifications vary by product.
Depending on the individual product, applicable certifications or assessments may include:
- Responsible Down Standard, or RDS
- OEKO-TEX® Standard 100
- DOWNPASS
- Manufacturing social-compliance assessments, including amfori BSCI where applicable
RDS, OEKO-TEX® and DOWNPASS relate to specific materials, products, or supply-chain requirements.
amfori BSCI is a social-compliance monitoring and auditing system for production facilities. It is not a product certification.
Please review the individual product page or sewn-in product label for the certifications that apply to that item.
Are DownyHaven products hypoallergenic?
No bedding product can be guaranteed to be completely allergy-free for every individual.
Our down and feather fills are cleaned and processed before production, and applicable material certifications are listed on the relevant product pages.
Customers with known allergies or sensitivities should carefully review the product materials before purchasing. When necessary, consult a qualified healthcare professional for personal guidance.
What do fill power, down content, fill weight, and product weight mean?
Fill Power
Fill power measures how much space one ounce of down occupies when fully lofted. Higher fill power generally indicates larger, more resilient down clusters and greater loft relative to weight.
Fill power does not directly measure firmness. A high-fill-power pillow can still feel soft depending on its fill weight, size, and internal construction.
Down Content
Down content describes the proportion of down clusters compared with feathers and other permitted fill components.
For example, a 90% down and 10% feather construction contains a higher proportion of soft down clusters than a 50% down and 50% feather construction.
Feathers are a functional filling material and should not be described as impurities.
Fill Weight
Fill weight is the amount of filling inside the product, usually measured in grams or ounces. Fill weight can affect height, fullness, warmth, and support.
Product Weight
Product weight is the total weight of the finished item, including the shell, filling, lining, zippers, inserts, and other components.
The final feel of a pillow depends on the combination of fill power, fill weight, down content, size, and internal construction.
Product Care
How should I clean my down pillow or comforter?
Always follow the sewn-in care label attached to your specific product.
We recommend using a breathable pillow or comforter protector and spot cleaning when appropriate.
For a full wash or professional cleaning, follow the product care label and our Washing Guide. Care requirements may vary based on the product’s materials and internal construction.
The product must be completely dry before it is used or stored. Moisture left inside down or feather filling may cause clumping, odor, or mildew.
How can I help my down pillow stay fluffy?
Gently fluff and reshape your pillow regularly to redistribute the filling and allow air to move through the down clusters.
You may also air the pillow in a dry, shaded, and well-ventilated area.
When the sewn-in care label permits tumble drying, use a low-heat setting with clean dryer balls. Make sure the pillow is completely dry before using it again.
Avoid excessive heat and prolonged direct sunlight, which may damage the fabric or filling.
Why does my new down pillow have a natural scent?
A mild natural scent can occasionally be noticeable after a down product has been compressed and packaged for shipping.
Remove the packaging, gently fluff the pillow, and allow it to air in a dry, well-ventilated area.
If the odor is unusually strong, continues after airing, or appears to be associated with moisture, please contact us at hello@downyhaven.com.
Why has my down pillow become flatter over time?
Natural down compresses during regular use and requires periodic fluffing to redistribute the filling.
Gently reshape and fluff the pillow from multiple sides. Allow it to air in a dry, ventilated space.
A pillow that no longer recovers its height after proper fluffing may be experiencing normal material wear, clumping caused by moisture, or a change in the support needs of the sleeper.
Always follow the product’s care label before washing or tumble drying.
Shipping & Delivery
Do you offer free shipping?
Yes. We offer free Standard Shipping on all orders within the contiguous United States.
We currently do not ship to Alaska, Hawaii, Puerto Rico, or other U.S. territories.
Where will my order ship from?
Most orders are fulfilled through our U.S. distribution network, with facilities serving both the East and West Coasts.
The fulfillment location may vary based on product availability, order destination, and inventory placement.
Please refer to our Shipping Policy for current processing and delivery estimates.
How long does delivery take?
Orders are typically processed within 0–1 business day, Monday through Friday.
Our order cut-off time is 10:00 PM Pacific Time. Orders placed after the cut-off time will be processed on the next business day.
Once shipped, orders typically arrive within 2–6 business days.
Most orders are delivered within approximately 2–7 business days from the date the order is placed.
Delivery estimates are not guaranteed and may occasionally be affected by weather, carrier delays, holidays, or other circumstances beyond our control.
How do I track my order?
Once your order ships, you will receive a shipping confirmation email containing your tracking number.
If you have not received tracking information within two business days of placing your order, check your spam or junk folder.
Contact us at hello@downyhaven.com if you still cannot locate the tracking information.
What should I do if tracking says delivered but I cannot find my package?
Check around the delivery location, ask other members of your household, and contact the carrier when appropriate.
If you still cannot locate the package, contact us within seven calendar days of the delivery date.
We will assist with opening an investigation with the carrier and determining the appropriate next step.
What should I do if my package or product arrives damaged, incorrect, or incomplete?
Please inspect your order when it arrives.
Visible shipping damage, incorrect items, missing items, or missing components must be reported within seven calendar days of delivery.
Contact us at hello@downyhaven.com and include:
- Your order number
- A description of the issue
- Clear photos or videos when available
- Photos of the shipping packaging when it arrived damaged
For manufacturing defects discovered after the initial inspection, contact us as soon as reasonably possible.
Claims submitted more than 30 days after delivery are reviewed individually and are not automatically eligible for a refund or replacement, except where required by applicable law.
Can I change my shipping address?
Address-change requests must be submitted within 12 hours of placing the order.
We will do our best to accommodate the request, but address changes cannot be guaranteed after processing or fulfillment has begun.
Once an order has shipped, we are unable to modify the delivery address.
Can I cancel or modify my order?
Cancellation or modification requests must be submitted before the order enters fulfillment or ships.
We will do our best to accommodate your request, but changes and cancellations cannot be guaranteed once processing or fulfillment has begun.
Once an order has shipped, it can no longer be cancelled. After delivery, any return request will be subject to our Refund Policy.
Returns, Exchanges & Refunds
What is your return policy?
Eligible Goose Down Pillows include a 30-Night Trial.
Return requests must be submitted within 30 days of delivery. Normal residential use during the trial does not affect return eligibility.
Opening the product packaging or vacuum-sealed bag does not make an eligible Goose Down Pillow ineligible for return.
Customer-preference return shipping is the customer’s responsibility.
Please review our complete Refund Policy for all eligibility requirements.
Can I return a Goose Down Pillow after trying it?
Yes.
Eligible Goose Down Pillows may be opened and used under normal residential conditions during the 30-night trial.
The return request must be submitted within 30 days of delivery.
The pillow must be free from:
- Excessive stains
- Odors caused by smoke, pets, moisture, or improper storage
- Pet damage
- Mold
- Intentional damage
- Other unsanitary conditions
All included components, accessories, and removable inserts must be returned with the pillow.
Can I return a comforter, silk pillowcase, or silk sleep mask because I changed my mind?
No.
Goose Down Comforters, Silk Pillowcases, and Silk Sleep Masks are not eligible for customer-preference returns.
These products may only be returned or replaced if they arrive damaged, defective, incorrect, or incomplete.
How do I start a return?
Contact us before sending any product back.
Email: hello@downyhaven.com
Phone: +1 (720) 756-6071
Please include your order number and the item you would like to return.
If the return is approved, we will provide return instructions and the appropriate return address.
Returns sent without prior authorization may be refused.
Once a return is approved, the product must be shipped within seven calendar days of receiving the return instructions.
Who pays for return shipping?
For approved quality-related claims involving an item that arrives damaged, defective, incorrect, or incomplete, DownyHaven will cover any required return shipping costs and provide a prepaid return label when a return is required.
For an eligible Goose Down Pillow returned because of personal comfort preference, the customer is responsible for return shipping.
Customers may purchase their own trackable shipping service. If DownyHaven provides a label at the customer’s request, the actual label cost may be deducted from the refund where permitted by law.
Do you charge a restocking fee?
No. We do not charge a restocking fee on approved returns.
Can I exchange an eligible Goose Down Pillow for another size or model?
Eligible Goose Down Pillows may be exchanged for another size or model, subject to return approval and product availability.
For customer-preference exchanges, the customer is responsible for return shipping.
If the replacement product costs more than the original product, the customer is responsible for the difference.
If the replacement product costs less, any approved difference will be refunded to the original payment method based on the amount actually paid for the original item.
Goose Down Comforters, Silk Pillowcases, and Silk Sleep Masks are only eligible for replacement if they arrive damaged, defective, incorrect, or incomplete.
How are refunds processed?
Once the returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds are issued to the original payment method and are generally processed within 10 business days after approval.
Refund amounts are based on the amount actually paid after discounts and promotional adjustments, less any applicable:
- Return-label cost
- Bundle-price recalculation
- Unreturned promotional-gift value
Your financial institution may require additional time to post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, contact us at hello@downyhaven.com.
Can I return only part of a 2-Pack or 4-Pack?
Partial returns from an eligible multi-item pillow bundle may be accepted with prior approval.
If only part of a bundle is returned, the refund will be recalculated using the non-bundle price of the item or items retained that was in effect at the time of the original purchase.
Any remaining eligible refund will not exceed the amount originally paid.
In some cases, the bundle recalculation may result in no remaining refundable amount.
What happens to a free gift if I return part or all of my order?
If the return causes the order to no longer qualify for a free promotional gift, the gift must also be returned.
If the promotional gift is not returned, the value shown in the original promotional offer or order confirmation may be deducted from the refund where permitted by law.
All required accessories, inserts, components, and promotional gifts must be included in the approved return package.
Payments & Contact
What payment methods do you accept?
Available payment methods are displayed during checkout and may include:
- Visa
- Mastercard
- American Express
- Discover
- Shop Pay
- Google Pay
- PayPal
- Other supported payment services
The exact payment options may vary depending on the customer’s device, location, and checkout configuration.
Is checkout secure?
Payments are processed through the secure payment services available within our Shopify checkout.
DownyHaven does not directly store complete customer payment-card information.
How can I contact DownyHaven?
Email: hello@downyhaven.com
Phone: +1 (720) 756-6071
Please include your order number when contacting us about an existing order.