Frequently Asked Questions

Important information regarding refunds: We work to ensure all product is refunded to our customers within 14 business days of it’s receipt at the return address on your pre-paid return label. If has been more than 14 business days since your return was delivered to us, please contact us at info@pimajamas.com with your order number and our team will work to process your refund. 

Ordering & Payment 

What's the status of my order?

You will receive an email confirming your order as soon as you checkout. Once your order ships, you will receive another email confirming that your order has been shipped. If you do not receive an order confirmation email, please check your spam or junk folder. We aim to ship orders within 24-48 hours after purchase.

If you have an account, you may check on the status of your order by logging in to your account and selecting the "My Orders" tab.
 

Can I change or cancel my order?

We aim to process and ship orders as quickly as possible.  As a result, we are unable to edit or cancel orders. In any case, please email info@pimajamas.com and we will do our best to assist you.

 

Why is an item(s) missing from my order?

We're sorry you have not received your complete order. The item(s) may be out of stock. Please email info@pimajamas.com and provide your order number for the best assistance.

 

Which forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, Amazon Pay. 

Do you charge sales tax?

By law, we are required to collect sales tax on behalf of the states that we ship to. Sales tax will be calculated during checkout and collected based on the shipping address.

 

Why was there an error processing my order?

If you receive an error message after trying to place your order, please check the following:

• Check for typos, misspellings, or extra spaces in your name, address, or zip code.
• Make sure your billing name (including middle initial) and address match exactly what is on file with your bank.
• Verify that your security code is correct.

Returns & Exchanges

Please see our Returns and Exchanges page for information regarding our policies.

 

Promotions & Discounts 

I signed up to receive 10% off my first purchase. Where is my code?

Welcome and thank you for signing up for our mailing list! You will receive two emails. One will confirm you have signed up for our mailing list. A second email with a unique promo code within 5 - 10 minutes of signing up. If you do not see an email from us, please check your spam or junk folder (or the "Promotions" tab for Gmail users).

 

What items are excluded from promotions and discounts?

Our promotions vary. At times we exclude specific items from promotional features. If you are having difficulty adding a promo code to your order, please contact us at info@pimajamas.com

 

Can I use more than one promo code on an order?

Only one promotional code may be used per order.

 

Do you honor price adjustments?

Current promotions are not valid on past purchases. We apologize for the inconvenience.

How can I purchase a gift card or e-gift card?

We're sorry. We do not offer gift cards at this time. 

Can I include a gift message or gift-wrapping with my personalized item?

Unfortunately, personalized items are not eligible for gift messages or gift-wrapping at this time.

  

What is the best way to care for my item?

Please follow the washing instructions on each individual garment. As a general rule, treat our products as hand wash items, particularly our comforters.  Please wash with mild detergent under the gentle cycle with cold water. We recommend line drying, especially if the item has intricate embroidery, delicate tassels, other embellishments or is one of our bedding items. We recommend using dryer or tennis balls when tumble drying our quilts and baby blankets although line drying is preferred if possible

 

Why does the item I received look different from the picture online?

Due to the handmade nature of our items, from time to time there may be slight differences in color between products pictured on our site and items you receive. While we work hard to ensure accuracy and consistency, sometimes variations happen during production and drying times. In addition, color accuracy may differ depending on your screen settings. If you are unsatisfied with your item, please view our Returns & Exchanges policy here.

If you reach out to our info@pimajamas.com email address to discuss a product you have received, please include pictures showing the issue you encountered, the whole garment and the tag along. Including the date and location of purchase will also make it easier for us to assist you.

CONTACT US

Email is the best form of contact. Please send your questions to: info@pimajamas.com