Frequently Asked Questions

Welcome to Polar Sleep Co., Australia’s home of cooling comfort and better sleep. Got questions? You’re in the right place.

PRODUCT QUESTIONS

What is the Polar Pillow made of?

The Polar Pillow is a dual-sided memory foam pillow designed for year-round comfort. One side features advanced cooling gel stitching with breathable mesh panels, perfect for hot Aussie nights. The other side combines soft polyester and bamboo fabric to keep you snug during cooler months.

How does the cooling side work?

The cooling side uses a proprietary gel layer that absorbs and disperses body heat, while the ventilated mesh promotes airflow to keep you cool and dry through the night.

Is the pillow adjustable or firm?

The Polar Pillow has a balanced medium-firm feel, designed to support proper spinal alignment while still feeling plush. It’s ideal for back and side sleepers. The pillow is also adjustable—you can remove or add filling to get the loft and support just right for your unique sleep style.

Is the Polar Pillow hypoallergenic?

Yes! Our materials are naturally hypoallergenic, non-toxic, and free from harmful chemicals, making them safe for sensitive sleepers and allergy-prone households.



Can I wash the Polar Pillow?

The outer cover is removable and machine washable. We recommend a cold gentle cycle and air drying. The inner memory foam core should not be washed.

PREORDERS

Can I preorder the Polar Pillow?

Yes! Preorders are now open. Reserve your pillow today to secure your early bird discount.

When will my preorder ship?

Preorders are expected to ship in 4-5 weeks from the date of purchase. We’ll send you a tracking number as soon as your order is on its way.

Can I change my order after placing a preorder?

You can update your shipping address or cancel your preorder within X days of purchase. After that, orders are processed for fulfillment.

Will I be charged immediately?

Yes, your payment is processed at checkout, so your preorder is fully secured.

Do preorder items come with the same warranty/returns?

Absolutely! All preorder items are covered under our standard warranty and return policy.

SHIPPING & DELIVERY

Do you ship Australia-wide?

Yes, we ship across all of Australia, including regional and remote areas. Orders are dispatched from our local warehouse for fast and reliable delivery.

How long does shipping take?

Orders are typically processed within 1–2 business days. Shipping times vary by location, but most Aussie customers receive their order within 2–6 business days.

Do you offer free shipping?

Yes! We offer free shipping Australia-wide on all orders—no minimum spend required.

Do you ship internationally?

At the moment, we ship to New Zealand and select international countries. Shipping costs are calculated at checkout.

RETURNS & EXCHANGES

100-Night Comfort Guarantee

We want you to genuinely love your Polar Pillow. If you’re not completely satisfied, we offer a 100-night comfort guarantee from the date your order is delivered.

If the Polar Pillow isn’t right for you, we don’t ask you to send it back.

Instead, we ask that you donate it to someone in need — and once confirmed, we’ll issue your refund.

How Returns Work

1. Try your Polar Pillow for at least 14 nights
Your body needs time to adjust, especially with an adjustable pillow.

2. Contact us within 100 nights of delivery
Email us at: support@polarsleepco.com with your order number.

3. Donate the pillow
We’ll ask you to donate the pillow to:
- A local charity
- A shelter
- A community organisation
- Or someone in need

4. Send us confirmation
This can be:
- A short written confirmation
- A photo of the donation
- Or a signed note from the recipient/organisation

5. Refund issued
Once confirmed, we’ll process your refund to the original payment method within 5–7 business days.

Why We Do This

For hygiene reasons, returned pillows cannot be resold.

Rather than sending pillows to landfill, we choose to support our community and reduce waste.

Your comfort matters — and so does doing the right thing.

Important Notes

  • Refunds apply to one pillow per household
  • Original shipping costs are non-refundable
  • Refunds are issued once donation confirmation is received
  • This policy applies only to purchases made directly from polarsleepco.com

Questions?

We’re always here to help.

Email us at support@polarsleepco.com and our team will take care of you.

SUPPORT & ORDERS

How do I track my order?

Once your order ships, we’ll send you a tracking number via email. You can also log into your account on our site to check your order status anytime.

What if my order arrives damaged or incorrect?

We’ll sort it out straight away. Please contact us within 7 days of delivery with photos of the issue and your order details we’ll get a replacement out to you ASAP.

How do I contact customer support?

You can email us at support@polarsleepco.com or reach out via our contact form. We’re available Monday–Friday, 9 AM to 5 PM AEST.

ABOUT POLAR SLEEP CO.

What makes Polar Sleep Co. different?

We’re an Aussie-owned brand on a mission to help people sleep better—especially through those hot summer nights. Our products are designed with science backed cooling and comfort features so you wake up refreshed, not sweaty.

Are you launching more products?

Yes! New products are in the pipeline. Sign up for our newsletter to be the first to hear about upcoming launches, exclusive offers, and sleep tips tailored for Aussies.

Still have questions?

Email us at support@polarsleepco.com — we’re here to help you sleep cooler, longer, and better.