Frequently Asked Questions
Frequently Asked Questions
WHERE DO YOU SHIP TO?
CANADA: The Henrie pillow is currently shipping to the Canadian provinces. If you live in one of the territories and still wish to order a pillow, please reach out to us directly at email@example.com.
USA: We currently ship to the continental U.S.
Any delivery zone expansions will be announced through our newsletter and social media—follow along to be the first to find out.
HOW MUCH DOES SHIPPING COST?
CANADA: Shipping is free on all orders within the Canadian provinces.
USA: Shipping is free on all orders within the continental US.
WHEN WILL MY ORDER SHIP?
All in-stock orders will ship within 1-2 business days. For pre-orders, we will update you once your order is ready to ship.
WHERE WILL MY ORDER SHIP FROM?
All orders ship from Vancouver, BC.
HOW LONG WILL MY ORDER TAKE TO SHIP AND ARRIVE?
In-stock orders: 1–2 business days
Pre-orders: An estimated delivery time is provided at time of purchase. We will send updates along the way as we get closer to the delivery date.
CANADIAN SHIPPING: 3–8 business days*
USA SHIPPING: 6-13 business days (Standard); 2-6 business days (Express)
*Deliveries to rural areas may take an additional 1-4 business days.
Please note that Henrie Sleep Inc. is not responsible for parcels delayed by Canada Post or USPS.
SHOULD I KEEP THE FABRIC BAG THAT MY HENRIE ARRIVED IN?
Absolutely! Your Henrie purchase includes a fabric bag that’s all yours to store any excess stuffing until you’re ready to use it.
WHAT IS YOUR RETURN POLICY?
Read about our extended return policy for the holiday season
We offer a 30-night trial for you to take your time with Henrie—adjust the filling, and find your perfect fit.
If your Henrie isn’t everything you dreamed it would be, we offer a full refund on your first pillow*. Contact firstname.lastname@example.org within 30 days of your delivery date to begin the refund process.
*Please note that each customer is eligible for one (1) pillow trial. After the first pillow, returns will only be accepted on additional pillows that are still sealed and unused in the original packaging, with no signs of damage. We reserve the right to refuse additional returns if we deem them to not meet this criteria.
SALE PERIOD RETURN POLICY
During sale periods, items discounted 20% or more are subject to a $20 CAD return shipping fee per order. The fee will be subtracted from your total return amount in the same currency as your order.
HOW CAN I RETURN MY ORDER?
Please reach out to us at email@example.com for instructions on how to begin your return.
THERE’S A PROBLEM WITH MY ORDER. WHO CAN I CONTACT?
If you're having problems with shipping or the quality of your Henrie, please contact us at firstname.lastname@example.org so we can help make it right.
WHAT DOES A PRE-ORDER MEAN?
When an item is available for pre-order, it means it’s currently out of stock at our Vancouver warehouse. Placing a pre-order secures your pillow, and it will be shipped as soon as we have one ready.
WHEN WILL MY PRE-ORDER SHIP?
When you select the pre-order option, you will see an estimated date that your pillow will begin to ship. Once your pre-order item has shipped, you will receive a confirmation email with a tracking number and estimated delivery date. In the rare event that there’s a change in delivery date, we will notify you by email.
WHAT HAPPENS IF NOT ALL ITEMS IN MY ORDER ARE A PRE-ORDER?
If your order includes both in-stock and pre-order items, your order will ship once all items become available. If you prefer to have your in-stock item(s) ship earlier, please let us know in the delivery notes or by contacting email@example.com.
Trial & Warranty
DO HENRIE PILLOWS COME WITH A WARRANTY?
Yes! Henrie pillows come with a one-year limited warranty, which covers damage from manufacturing defects. We are unable to cover damage occurred from improper use or care. Please note that Henrie pillows are designed for home use only.
WHAT IS THE 30-NIGHT TRIAL?
We believe in our pillows. If your first 30 nights with Henrie aren’t everything you dreamed they would be, we offer a full refund on your first pillow*.
*Please note that each customer is eligible for one (1) pillow trial.
View our full return policy and sleep trial terms above under "RETURNS".
WHAT IS THE HENRIE COVER MADE OF?
Henrie’s removable cover is made of 450 thread count cotton using an OEKO-TEX®-certified fabric, meaning it was produced with minimal environmental impact.
WHAT IS THE HENRIE FILLING MADE OF?
Henrie is filled with our proprietary blend of shredded memory foam and kapok.
WHAT IS KAPOK?
Kapok is a natural fibre sourced from the ceiba pentandra tree. These fibres grow inside pods hanging from the tree, and can be harvested after they’ve fallen naturally or even directly from the pod attached to the tree. Because of this, harvesting leaves no negative impact on the tree or its ability to regrow.
WHERE IS YOUR KAPOK FROM?
We use Grade A kapok grown in Indonesia.
WHY DID YOU CHOOSE MEMORY FOAM AND KAPOK?
We wanted to design a pillow that was firm enough to give proper neck support, but soft enough to feel comfortable and luxurious.
Shredded memory foam offers support that’s not achievable with softer materials like down or polyester, combined with the flexibility to be adjusted. Blending with kapok lends a soft quality, while maintaining low environmental impact.
CAN I TRY A HENRIE IN PERSON?
At this time, Henrie is only available online but we offer a 60-night trial so you can be sure about your Henrie.
ARE YOUR PILLOWS HYPOALLERGENIC?
Yes. Henrie pillows are hypoallergenic, vegan, and cruelty-free.
DOES YOUR MEMORY FOAM HAVE A SMELL?
Our foam is low-odour, but any new memory foam always has a small chance of carrying an odour. If you notice a smell, we recommend airing out your pillow for a few hours in a well-ventilated room
WHAT ARE THE PILLOW DIMENSIONS?
Standard/Queen: 26 x 20 inches (66.04 x 50.8 cm)
King: 35 x 20 inches (91.44 x 50.8 cm)
HOW DO I ADJUST MY HENRIE?
Your Henrie will arrive intentionally overstuffed to give you plenty of filling for finding your perfect fit. If your Henrie’s loft is too high when it arrives, simply remove a few handfuls of stuffing from the inner pillow and store in the provided bag. Continue this process until it’s just right for you.
We recommend keeping your extra filling on hand, in case you’d like to refresh or adjust your pillow in future.
We recommend fluffing your pillow after each adjustment — and even each night — for best results.
WHAT IS CERTIPUR-US® CERTIFICATION?
Our memory foam carries CertiPUR-US® certification. The internationally recognized program is administered by a not-for-profit organization, and their certified foams are made without the following: ozone depleters; PBDEs, TDCPP, or TCEP (“Tris”) flame retardants; mercury, lead, and other heavy metals; formaldehyde; phthalates regulated by the Consumer Product Safety Commission. They are also low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million).
For more information on CertiPUR-US®, visit their website.
WHAT IS OEKO-TEX® CERTIFICATION?
OEKO-TEX® is an independent organization that tests and certifies fabrics, assuring production without any materials that might be harmful to your health. We use OEKO-TEX® fabrics in both our pillow cover and liner.
WHAT SHOULD I DO WITH MY PILLOW WHEN IT ARRIVES?
Once you’ve unpacked your Henrie, let it rest for 24 hours. It will expand to its full size. Our memory foam is low-odour and CertiPUR-US®—certified for your safety—but if there’s still a scent, leave it out to air a little longer in a well-ventilated room.
SHOULD I STILL USE A PILLOWCASE WITH MY HENRIE?
Yes, we recommend using your pillow with a pillowcase as normal. The removable cover is intended to offer you an extra layer of protection to keep your pillow hygienic and extend its life.
WHAT IS THE BEST WAY TO CARE FOR AND WASH MY PILLOW?
We recommend fluffing your Henrie every night to maintain its softness and support, and washing the outer cover four times per year or as needed. We recommend washing your Henrie cover in a delicates bag.
CAN I WASH MY PILLOW?
To wash your cover, remove the inner pillow and wash the cover only in cold water on the delicate cycle. Hang or lay flat to dry.
HOW LONG WILL MY PILLOW LAST?
While a traditional polyester pillow needs replacing every 6–12 months, your Henrie is made to last at least 2 years with regular use.
CAN I PURCHASE EXTRA FILLING FOR MY PILLOW?
Henrie pillows come with ample filling, but if you find that it’s not enough, please reach out to us at firstname.lastname@example.org.
DO YOU TAKE WHOLESALE ORDERS?
For retail or wholesale inquiries, please contact email@example.com.
STILL HAVE A QUESTION?
Contact our team: firstname.lastname@example.org