Customer Care
Product care, adjustments, and other frequently asked questions.
Quick Links
Product Care
How do I clean my SkyDreamer travel pillow?
General Cleaning: Wipe with a damp cloth; air dry. Use lint brush to clean microsuede.
Deep Cleaning: Front-load washer. Use lukewarm water; reshape and air-dry. Do not bleach. Do not iron.
Dry Cleaning: Yes.
What are the materials used in the SkyDreamer’s construction?
Exterior Pillow Materials: 55% Polyester, 45% Nylon Taffeta, 100% Polyester Microsuede, 100% Nylon Velcro
Interior Pillow: 100% Premium Polyester Fiberfill
Totebag: 100% Nylon Rip-stop fabric
Learn more here.
Quick Links
Product Care
How do I clean my SkyDreamer travel pillow?
General Cleaning: Wipe with a damp cloth; air dry. Use lint brush to clean microsuede.
Deep Cleaning: Front-load washer. Use lukewarm water; reshape and air-dry. Do not bleach. Do not iron.
Dry Cleaning: Yes.
What are the materials used in the SkyDreamer’s construction?
Exterior Pillow Materials: 55% Polyester, 45% Nylon Taffeta, 100% Polyester Microsuede, 100% Nylon Velcro
Interior Pillow: 100% Premium Polyester Fiberfill
Totebag: 100% Nylon Rip-stop fabric
Learn more here.
Adjustment and fitting
How do I determine which way is up?
When you put on your SkyDreamer, your front fastening tab should always be on your right side. If your fastening tab is on your left side, your SkyDreamer is upside down.
How do I adjust the fit of my pillow?
We designed your SkyDreamer to fit comfortably. Your SkyDreamer should never feel too tight around your neck. Our design provides the support you need without the need for over adjusting.
The Flip, Adjust, Flip Technique
- Pull Neckband end tab to detach Velcro fastener from pillow.
- Flip Velcro side away from pillow to adjust.
Tip: Slide index finger between Neckband end tab and pillow. - Slide end tab through loops to adjust.
- Flip end tab and press Velcro onto pillow to refasten into place.
- Repeat at the other end.
The Adjust Over Finger Technique
- Slide index finger between Neckband end tab and pillow (contact area)
- Slide Neckband end tab over index finger to adjust length.
- Remove finger and press end tab onto pillow to fasten into place.
My pillow is too tight, even with adjustment.
We designed your SkyDreamer to fit comfortably around your neck. It should never feel too tight or snug around your neck.
Use our Extenders to increase the adjustable length of your SkyDreamer.
- Coarse side up. Position extender over the Velcro strip of your Neckband.
- Traverse extender lengthwise along Velcro strip to selectively extend Neckband length.
- Press extender onto Velcro to fasten into place.
- Repeat at other end.
Where is my Totebag? How to use, access and store the Totebag.
You’ll find your Totebag quietly hidden away in your Adjustable NeckBand. Unzip the bottom edge of your Adjustable NeckBand to access your Totebag.
Returns and refunds
I would like to change or cancel my order.
Because our system automatically processes your order almost immediately after you make your purchase, it is not possible to cancel or change your order before it is fulfilled.
If you place an order that you wish to change or cancel, you can start the return process by:
- Refuse the package when it is delivered. Simply write “Refuse: Return to Sender” on your unopened package and give to your postal carrier.
- If you have already taken possession of the package, mail your package back to our warehouse for processing. See packing guidelines.
- Go to the bottom of this page to open our customer care form. Complete form and submit to customercare@outlierinspired.com. Our Customer Care Team will contact you normally within 48 hours.
Upon receipt and inspection of a returned item, we will issue an exchange or a refund for that item, per your request. There are certain situations where adjustments to exchanges are necessary or only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Refunds will be credited back to the payment method (i.e., credit card) used.
View our Refund Policy.
My SkyDreamer arrived with a manufacturing defect.
We are obsessed with quality. If you receive a product that is defective, please contact us immediately. Complete our simple customer care form and submit with pictures of the product defect to customercare@outlierinspired.com, so that we can take care of you! Make sure you select – My SkyDreamer has a defect – from the dropdown menu. Our Customer Care Team will contact you normally within 48 hours. In most circumstances, we will exchange the defective item for a brand new one. If the defect was caused by improper use or care, it will not be considered a manufacturer defect, and we will not be able to replace your SkyDreamer or offer you a refund.
View our Refund Policy.
My SkyDreamer arrived damaged.
In the super rare case that your package is damage at receipt, please contact us at support@outlierinspired.com within 7 days of receiving your package. Complete our customer support form and submit with pictures showing the shipping damage. Our Customer Support Team will contact you normally within 48 hours. Be sure to hold on to the original packaging as this will become part of the claim process with the postal carrier.
If you received something damaged, please hang onto the original packaging and the damaged item until your claim is settled. You may be asked to take them to your local Post Office™ for inspection later. Please do not reship the package.
Shipping
How much is shipping?
Your shipping rate is automatically calculated during checkout.
Do I have to pay custom, duty or import fees?
Please be aware that Outlier Inspired does not have any control over any duties, customs and taxes levied by the country your order is being shipped to. These fees are not computed nor applied to orders by Outlier Inspired. Outlier Inspired is not responsible for any customs, duties or import taxes associated with receiving your order. You will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery. We cannot advise you what the cost will be as these charges can vary according to country. Please contact your local customs or postal office to get more information if you are unsure of the charges.
Which carrier do you use?
The United States Postal Service (USPS) is our shipping carrier.
Which carrier shipping services do you provide?
For our Customers in the United States
We ship USPS First Class and Priority Mail.
For our International Customers
We ship USPS First Class International.
We ship from our warehouse located in San Diego, California.
Do you ship using other carriers or provide other shipping services?
Currently, we ship only with USPS. See current shipping services available in the question above.
Do you provide shipping services beyond standard shipping?
No. Currently, we only ship Standard USPS.
Will I get a tracking number?
Yes. When your order is fulfilled, you will receive an email, which will include your tracking number.
For our Customers in the United States
Go to www.usps.com and enter your tracking number to get an estimated date for delivery.
For our International Customers
USPS does not track its international packages beyond the United States. www.usps.com does provide information regarding the time, date, and location of a package prior it being shipped abroad. We recommend that you contact your local post office and reference your USPS tracking number to get further information.
Where can I find my tracking number?
You can refer back to your email received from USPS on the day your package shipped to reclaim your tracking number.
When will my order arrive?
Go to www.usps.com and search for USPS Tracking. Enter your tracking number to get an estimated date for delivery.
My order is late. Presumed Lost. What are my options?
The delivery date issued by USPS Tracking is not a guaranteed date for delivery. The carrier does not classify a package late until 21-days past its estimated delivery date. Outlier Inspired cannot be held responsible for any delivery delays incurred by the postal carrier, as this service is out of our control. Nevertheless, we will do everything we can to help you get your SkyDreamer as quickly as possible!
If you have not received your order 21-days after the estimated delivery date – i.e., estimated delivery date + 21 days – complete our customer care form and submit to customercare@outlierinspired.com. Make sure you select – My order is late and presumed lost – from the dropdown menu. Our Customer Care Team will contact you normally within 48 hours.
We don’t want you to spend more time than is absolutely necessary in your helping us to resolve your issue. Therefore, we ask that you please do not submit your customer care form until after the 21-day period has past. There are two important reasons for this:
- First, there is the high likelihood that your order will arrive within the 21-day period allocated by our postal carrier.
- Second, customer service forms submitted before the end of the mandatory 21-day wait period are automatically flagged and deleted from our system. Therefore, this will only create more work for you as you will be required to resubmit your customer service form.
For International Shipments
The carrier tracks your international package to its last location in United States before shipping to you abroad. If your package does not arrive within 21 days of departing the United States, the carrier recommends that you please first contact your local post office and reference the USPS tracking number.
I found out that my order was returned to sender.
Outlier Inspired cannot be held responsible for undeliverable or carrier-returned packages. If the postal carrier, for any reason, is unable to successfully deliver an order to the address provided and/or your order is returned to sender, you will be responsible for reshipment postage fees.
Let us investigate. Complete our customer care form and submit to customercare@outlierinspired.com. Our Customer Care Team will contact you normally within 48 hours.
If a package is returned to sender and you decide not to have us reship the package, we will issue a refund for the item, less a 15% restocking fee. Original shipping costs will not be refunded.
I haven’t received my refund.
If you still waiting for your refund, first contact your credit card company as it may take some time for your refund to officially post based on your credit card company’s policies. If you have taken this step and are still unable to get a resolution, please contact us as we will be more than happy to assist you in anyway we can. Go to the bottom of this page to open our customer care form. Make sure you select “I haven’t received my refund” from the dropdown menu. Complete form and submit to customercare@outlierinspired.com. Our Customer Care Team will contact you normally within 48 hours.
I believe my SkyDreamer was damaged during shipping.
In the super rare case that your package is damage at receipt, please contact us at customercare@outlierinspired.com within 7 days of receiving your package. Complete our customer care form and submit with pictures showing the shipping damage. Our Customer Care Team will contact you normally within 48 hours. Please hang onto the original packaging and the damaged item until your claim is settled. Please do not reship the package until instructed to do so. You may be asked to take your damaged package to your local Post Office™ for inspection later. You will be required to returned the original package to our warehouse to complete the claim process.
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