FAQ

❓Smart Pillow FAQ

Q1: What makes this pillow "smart"? What does it actually do?

Ans: The Pillooo flagship "Pressure-free Pillow" integrates cutting-edge sleep technology. It features a built-in sleep monitoring sensor that tracks the frequency and patterns of your sleep posture transitions throughout the night. Additionally, the pillow contains a micro-air pump and adjustable airbags, allowing you to customize the pillow's height and contour via our app for a 100% personalized cervical support experience.

Q2: Is it safe to sleep on a pillow with electronic components?
- Ans: It is entirely safe. All Pillooo electronic products have passed rigorous safety testing and have been certified by EU CE and RoHS standards. While standard small household appliances operate at 5V–12V, Pillooo is engineered with an ultra-low 5V Safety Voltage design. The minimal electromagnetic fields (EMF) generated during operation are well below international safety limits—significantly lower than those of a standard smartphone or household fan—ensuring a completely safe and healthy sleeping environment.
Q3: Do you offer a trial period? Can I return the pillow if I find it uncomfortable?
- Ans: Yes! To give you the ultimate peace of mind, Pillooo proudly offers a 60-day trial period (starting from the transaction date). Within these 60 days, whether the pillow experiences a non-human defect or you simply find it uncomfortable, you are entitled to a full refund (return) or a brand-new replacement, provided that the "Factory Safety Tie" remains fully intact and untampered with.
- (⚠️ Reminder: Do NOT cut or tamper with the safety tie during your trial, or you will immediately void your eligibility for the 60-day trial return).
Q4: Does the smart pillow come with a warranty? What does it cover?
- Ans: Yes, every Pillooo Smart Pillow includes a 1-year limited warranty on core electronic components starting from the original transaction date. This covers strictly non-human-related manufacturing defects or hardware failures (e.g. sleep sensor malfunctions, electronic failures, or air pump/air chamber inflation issues).
- (⚠️ Voiding Condition: If the "Factory Safety Tie" on the pillow's zipper is found to be cut or tampered with, it will be deemed as unauthorized disassembly, and the product warranty will be voided immediately).

Q5: Does the smart pillow need to be charged? How long does the battery last?

Ans: The Pillooo Smart Pillow operates via an external power supply, meaning it does not require charging and does not use any high-risk, large-capacity built-in lithium batteries.
Traditional pillows with built-in lithium batteries pose potential hazards such as overheating, swelling, or electrical leakage when subjected to long-term head pressure, body movement, and body heat. To guarantee your absolute safety, we have excluded power-driving lithium batteries and instead utilize a stable, low-voltage 5V external power source to operate the pumps and sensors.
(※ Note: The pillow contains only a micro coin battery strictly dedicated to maintaining the RTC (Real-Time Clock) for timekeeping when unplugged. It does not provide power output and poses zero risk of overheating or combustion, ensuring absolute peace of mind every night.)

Q6: Can I use any charging cable or powerbank, or do I have to use the one provided?
- Ans: Although the pillow utilizes a standard USB-C port, the included original high-quality power cable has passed a full suite of safety and performance tests. To ensure stable current delivery and optimal electrical safety, we strongly recommend using the original cable provided in the box.
Q7: How should I clean or wash the smart pillow?
- Ans: 【Important Safety Guide】The smart pillow (including its original core and its original core cover) CANNOT be disassembled or washed under any circumstances. To protect the high-precision smart electronic components and ensure absolute safety, the zipper of the original core cover is locked with a "Safety Protection Tie" at the factory. Please do not force it open or attempt to wash it. For daily hygiene and convenience, we highly recommend adding a regular, washable pillowcase over the pillow. You only need to regularly wash this outermost pillowcase. Pillooo also offers a selection of premium replacement pillowcases, [Click here to browse our collection].
Q8: Is the pillow height adjustable? What if it is too high or too low for my neck?

Ans: Absolutely! The Pillooo Smart Pillow features a built-in micro-air pump and air chambers. Simply download the Pillooo dedicated mobile app and pair it with your pillow via Bluetooth. Whether before sleeping or while lying down, you can precisely adjust the height and contour of your pillow right from your smartphone until you find the perfect support for your neck.

Q9: Where can I download the Pillooo mobile app?

Ans: You can click the links below to download the app directly based on your phone's operating system, or search for "Pillooo" in the App Store or Google Play Store to download it for free:
- 👉 Download iOS Version (App Store)
- 👉 Download Android Version (Google Play)
- Tip: A dedicated QR code is also printed on the user manual and inside your product packaging. Simply scan it upon unboxing to install.

🛏️ Pillowcase & Cover FAQs

Q10: What material is the pillowcase made of? Is it good for sensitive skin?
- Ans: Pillooo offers two premium fabric options tailored to different preferences:
  - Original Core Cover (Bamboo Fiber Fabric): Crafted from natural bamboo fiber with built-in flame-retardant properties. It has a silky-smooth, delicate texture, and its fibers are filled with microscopic pores that deliver exceptional moisture-wicking and temperature-regulating capabilities. By keeping your pillow dry and cool all night, it naturally suppresses dust mite growth, making it highly friendly for individuals with sensitive skin, eczema, or allergic rhinitis. (⚠️ Please note: The original core cover cannot be removed or washed due to the precision electronics inside. Please refer to Q5 of Section 1 for details.)
  - Add-on/Replacement Pillowcase (Brushed Micro-fiber Fabric): Made from premium 85g brushed micro-fiber fabric. It features a ultra-fine velvety texture that feels incredibly soft, warm, and skin-friendly. It is highly durable and completely machine washable.
Q11: Can your pillowcases fit pillows from other brands?
- Ans: Yes, they can! Pillooo currently offers a dedicated external replacement pillowcase in a standard 51cm × 75cm dimension. This size is meticulously designed to perfectly wrap around the Pillooo Smart Pillow (which measures approximately 60cm × 40cm × 11cm), while also being widely compatible with most standard-sized traditional pillows on the market. We recommend measuring your current pillow to confirm compatibility before purchasing.
Q12: Will the pillowcase shrink after washing? How should I care for it?
- Ans: To prevent shrinkage and prolong the softness of the fabric, please follow our official laundry guidelines (※ Note: These guidelines apply ONLY to the washable "Add-on/Replacement Brushed Microfiber Pillowcases"):
  - Washing: Place the pillowcase in a laundry bag and machine wash with cold water (below 30°C) on a "Delicate" or "Gentle" cycle.
  - Drying & Ironing: Line dry in the shade or use a "Low-Temperature Tumble Dry" setting. Please avoid high-temperature drying or direct, prolonged sunlight exposure to prevent fiber damage or shrinkage.

🔌 Charging Cable FAQs

Q13: Is this cable compatible with iPhones, Androids, or just the smart pillow?
- Ans: The Pillooo power cable features a dual-ended USB-C design. Crucially, it incorporates a thoughtful "Straight plug on one end, 90-degree angled plug on the other" layout. You can choose which end to plug into the pillow or power source based on your bedside space. For instance, plugging the 90-degree angled end into the pillow allows the cable to sit flush against your headboard, keeping your setup tidy while preventing accidental cable bending or strain.
Q14: How long is the charging cable? What if my bedside outlet is far away?
- Ans:
  - Included in the box: Every Pillooo Smart Pillow set comes with a complimentary 1-meter high-specification 60W fast power cable.
  - Add-on Option: If your bedside layout requires a longer reach, we also offer a 2-meter 60W dedicated power cable available for separate purchase to give you maximum flexibility, [Click here to shop our accessories].
Q15: Does it support fast charging and data transfer, or is it just for power?

Ans: This original cable is a heavy-duty, power-only cable and does not support data transfer. This power-exclusive design ensures exceptionally stable current transmission and delivers long-lasting, safe power performance, allowing you to use your smart pillow with absolute peace of mind every night.

📦 General Online Store FAQs (Shipping & Returns)

Q16: What is your return policy if I find the pillow uncomfortable?
- Ans: We regret that due to strict personal hygiene and health regulations, products that have been opened or used cannot be returned or exchanged for subjective reasons such as comfort preferences (e.g., feeling too soft, too firm, or not getting used to it).
  - 1-Year Warranty (Smart Pillow): Your Pillooo Smart Pillow is covered by a 1-year original manufacturer's warranty on core components starting from the date of purchase.
  - ⚠️ Critical Warranty Condition: The factory-installed "Safety Protection Tie" on the cover's zipper serves as a vital proof of safety compliance. If the tie is found to be cut, replaced, or tampered with, it will be deemed as unauthorized disassembly, and the product warranty will be voided immediately.
Q17: Do the additional cables and pillowcases come with a warranty? What if I receive a defective item?

Ans: Pillooo accessory products (including add-on power cables and replacement pillowcases) do not come with a post-purchase warranty service. However, your satisfaction is our priority. If you detect any quality defects or manufacturing flaws upon receiving your items, please contact our customer support team within 7 days of delivery. We will immediately arrange a return or exchange service for you.

Q18: How long does shipping take, and how can I track my order?
- Ans:
  - Processing Time: Once your order and payment are successfully confirmed, your items will be packed and dispatched within 2 to 3 business days (Business days exclude Saturdays, Sundays, and public holidays).
  - Order Tracking: As soon as your package is dispatched, our system will automatically send you a shipping confirmation email containing a logistics tracking link (e.g., SF Express tracking number). You can use this link to check the real-time delivery status. . You can use this link to check the real-time delivery status. Or, simply log into your Pillooo store account and view the latest updates under "My Orders."