1. How long will it take before I receive my Down Etc products?

Orders placed by 12:00 P.S.T. for products that are in stock should be processed and shipped within 2-3 business days. Processed orders are typically shipped via UPS Ground, which takes 1-5 business days, depending on your delivery area. For most in-stock items, you can expect to receive your order within 3-8 business days of placing your order. Please contact us at 415-348-0084 for shipping estimates outside the contiguous 48 states.


2. Can you ship to a P.O. Box?

Unfortunately, we cannot process orders online with a billing and/or shipping address that is a P.O. Box. Please call us at the Down Etc offices so we can manually process your order. Our phone number is (415) 348-0084.


3. An item I ordered is on back order. What does that mean?

A back ordered item is a product that is not currently in stock. No worries, we have ordered more and they will be arriving shortly. We will not charge your credit card for the item on back order until it is shipped to you. If you have questions about the availability of a back ordered item, simply call us at 415-348-0084 or email us at logistics@downetc.com and we would be pleased to offer any assistance.

If the product is not in stock, you will be contacted and offered an opportunity to wait until it is in stock, to substitute a different product, or to cancel the order.


4. How do you ship my order and what is the cost of shipping?

Down Etc ships via UPS Ground, unless otherwise specified. Processed orders are typically shipped via UPS Ground, which takes 1-5 business days, depending on your delivery area. For most in-stock items, you can expect to receive your order within 3-8 business days of placing your order. Please contact us at 415-348-0084 for shipping estimates outside the contiguous 48 states.

Shipping charges are based on the size of the purchase. Orders over $150 ship free of charge. Orders of $150 and under ship with the following charges:

Total Order Shipping Charges
Under $25.00 $9.95
$25.01 and up to and including $100.00 $19.95
$100.01 and up to and including $150.00 $29.95
$150.01 and Over Free Shipping


5. I received a split order?

Down Etc will ship orders in multiple boxes if one or more of the items in your order have been placed on back order. A back ordered item is a product that we do not currently have in stock, but will be arriving shortly. Finally, your order may have contained too many items to fit in our largest box size and, in this case, we will package your order in multiple smaller boxes.Down Etc does not charge additional shipping for multiple shipments unless you have requested shipping to more than one address. Shipping to multiple addresses requires you to call our office. If you have additional questions, simply call us at 415-348-0084 and we are pleased to offer any assistance.


6. Can I place an order to ship overseas?

We are not authorized to ship retail overseas, but many of our products are available from Amazon.com.

1. What happens if I receive the incorrect product or I want to return my purchase?

In the event you receive the incorrect product or wish to return a product, please contact us at 415-348-0084 or by emailing us at logistics@downetc.com within 5 days of your receipt of the product so we may provide you with a Return Authorization.Down Etc will accept your return of unused merchandise if you contact us within 5 days of your receipt of the product and the product has not been slept on. Due to the nature of our products, we cannot accept returns of products that have been slept on. Depending on the method you use to return your package, please allow up to 14 business days from the day you ship your return for your return to be processed and your account credited.

Returned products will be returned to:

Down Etc
ATTN RETURNS
305 Adrian Road
Millbrae, CA 94030

If you need extra assistance in determining the best products for your sleeping needs, we are pleased to assist you. Your satisfaction is our goal. Simply call us at 415-348-0084 or email us at logistics@downetc.com and we are pleased to offer assistance.


2. What if the product I receive is damaged or defective?

Please contact us at 415-348-0084 in the event you receive a product that is damaged or defective. We will provide the return label for your convenience. You will advise us if you would like a credit or a replacement.


3. How long do I have to return or exchange an item?

In the event you receive the incorrect product or wish to return a product, please contact us at 415-348-0084 or by emailing us at logistics@downetc.com within 5 days of your receipt of the product so we may provide you with a Return Authorization.Down Etc will accept your return of unused merchandise if you contact us within 5 days of your receipt of the product and the product has not been slept on. Due to the nature of our products, we cannot accept returns of products that have been slept on. Depending on the method you use to return your package, please allow up to 14 business days from the day you ship your return for your return to be processed and your account credited.

Returned products will be returned to:

Down Etc
ATTN RETURNS
305 Adrian Road
Millbrae, CA 94030

If you need extra assistance in determining the best products for your sleeping needs, we are pleased to assist you. Your satisfaction is our goal. Simply call us at 415-348-0084 or email us at logistics@downetc.com and we are pleased to offer assistance.