Frequently Asked Questions
Everything worth knowing before you order, and what happens after.
Orders and shipping
Where do you ship?
We ship to addresses within the United States only, including Alaska and Hawaii. We do not currently ship internationally, and customers outside the United States cannot complete checkout.
How much is shipping?
Standard shipping is free on every order within the United States. There is no minimum purchase and no handling fee.
How long will my order take?
Most orders are processed within one business day after payment is confirmed, then usually arrive two to three business days after they ship. Delivery can take longer during holidays, severe weather or high-volume periods, and deliveries to Alaska and Hawaii generally take longer than the mainland estimate.
Which carrier do you use?
We use established parcel carriers, including FedEx. The carrier depends on your address, the package size and weight, and the services available for that route.
Will I get tracking?
Yes. You receive an order confirmation immediately, then a shipment confirmation with a tracking number once the order ships and tracking becomes available. Tracking can take a little time to start updating after the label is created, which is normal.
Do you deliver to PO Boxes?
Some carriers do not deliver oversized packages to PO Boxes. If your address is a PO Box, a street address is more reliable for larger items.
My tracking has not updated. What now?
Contact us with your order number and we will review the shipment status with the carrier. If tracking shows delivered but you cannot find the parcel, check around the delivery area, the mailbox, a front desk, neighbors or a building office first, then write to us.
Returns and refunds
What is your return policy?
You have 30 days from delivery to return an eligible item. It must be unused, in original condition, and returned with its original packaging. Full detail is in our Refund & Returns Policy.
How do I start a return?
Email contact@sungbela.com before sending anything back, with your order number and the reason. If the item is damaged, defective, incorrect or incomplete, attach photographs. We reply within one business day with instructions. Returns sent without prior authorization cannot be processed.
Who pays return shipping?
If the item is damaged, defective, incorrect or incomplete and the issue is verified, we cover it. For change-of-mind returns, or the wrong size or color chosen, the customer is responsible for return shipping.
When will I get my refund?
Approved refunds are processed within five to seven business days after the item is received, inspected and approved, and are issued to the original payment method. Your bank may need extra time to post it.
Can I exchange something?
The quickest route is to return the original item and place a new order, so you are not waiting on an inspection before the replacement ships.
Can I cancel an order?
Yes, for a full refund any time before it ships, generally within one business day of ordering. Email us with your order number straight away.
Products and care
My pillow arrived flat. Is that normal?
Yes. Foam products are vacuum-compressed for shipping. Expansion begins within a few hours, most of the shape returns within 24 hours, and full loft can take up to 72 hours. Shaking or patting it helps. Open compressed items within seven days of delivery.
There is a slight smell when I open it.
A faint odor from new foam is normal and fades over a few days in a ventilated room.
Can I adjust the firmness?
On products with an adjustable inner liner, yes. Open the liner and add or remove fill until the support suits you. Do it over a large surface, as shredded foam scatters easily, and keep any removed fill in a sealed bag.
How do I wash it?
Removable covers unzip and go in the machine, following the care label on the item. Foam inserts must not be machine washed or tumble dried; spot clean them and let them dry fully. Our Product Safety & Care Guide has the detail.
Are these medical products?
No. They are home comfort and support products, not medical devices, and they are not intended to diagnose, treat or prevent any condition. If you have a medical concern, speak to a qualified professional.
Payment and account
What payment methods do you accept?
Major credit and debit cards, processed by Stripe, and PayPal. All prices are in US dollars.
Why does my statement show a different name?
Sungbela is the trading name of Sunguard Umbrellas LLC, and your statement shows the legal entity name. If a charge looks unfamiliar, contact us before disputing it and we will identify the order.
Do you add sales tax?
No sales tax is added at checkout. The price you see is the final amount charged.
Still need help?
Write to contact@sungbela.com or call +1 (307) 999-4764, Monday to Saturday, 9:00 AM to 5:00 PM Mountain Time. We answer every message within one business day.