FAQs

Holiday Hours - We will be open limited hours the final week of December. Please note: any orders placed December 22 - December 26 will ship December 27th. Order placed December 29 - January 1 will ship January 2.

To initiate a return between December 22 and January 1, please email info@mediflow.com. This email stops the clock on your return window. Please hold on to the items you've ordered and we will respond to you on January 2 with instructions. 

 

QUESTION: What makes the Mediflow Waterbase system so unique?

ANSWER: Only our waterbase system delivers all of this:

  -- Responsive Support
  -- Customization
  -- Clinically Proven Results

 

    QUESTION: How is the pillow customizable?

    ANSWER: The firmness of the pillow will be determined based on the amount of water you fill the pillow with. Like a softer pillow? Use less water. Like a firm pillow? Add more water. We recommend starting with 3 quarts of water. If it feels too hard, remove some water. Not firm enough? Add more water in. We recommend adding or removing water a little bit at a time to find your comfort level the fastest.

     

    QUESTION: What size are Mediflow’s pillows?

    ANSWER: Our pillow size is 20”x 28” which is usually called a “jumbo”. Jumbo size pillows will fit a Standard or Queen pillowcase.

     

    QUESTION: Is there a Money Back Guarantee?

    ANSWER: There is a 30-day money back satisfaction guarantee from the original purchase date (60-day for the Floating Comfort pillow) less the cost of shipping and handling. If you do not agree that the Mediflow Waterbase System provides a better night’s sleep, you can return the pillow. You are responsible for the cost of return shipping. We highly recommend using trackable shipping methods.

    Travel pillows, pillow protectors, replacement parts, and mattress covers do not have a satisfaction guarantee and are not returnable and are non-refundable. 

    Any losses incurred due to the attempted returns of non-refundable items or items purchased outside of the 30-day satisfaction period (60-day for Floating Comfort) is solely the responsibility of the purchaser. We apologize for any inconvenience this may cause. Refunds can take approximately 10 business days to process after receiving. Depending on your financial institution, it may take longer to show up in your account.

    Please contact us if you're returning the pillow.

    We can be contacted via online chat, info@mediflow.com or at 888-365-5050 

    If your order comes back to us undeliverable/refused and you decided to cancel your order, we will refund the purchase price. You will not be reimbursed what you had paid for shipping. Order canceled prior to shipping will be refunded the full amount.

     

    QUESTION: Is there a warranty?

    ANSWER: Yes, all of Mediflow’s pillows come with a warranty against any manufacturing defects. See each item for specifics.

     

    QUESTION: Which pillow is best? 

    ANSWER: All of our pillows are waterbase; so, with each version, you'll receive the benefits of the clinically-proven technology and responsive support.The major difference between the pillow will be the feel of the topper. 

    We have 3 types of waterbase pillow:

       -- Fiberfill
       -- Gel-Memory Foam
       -- Down

    Within the fiberfill category are 3 versions: Original, Elite and Floating Comfort. The biggest distinguisher difference within the fiberfill line is the warranty. Original has 1 year, Elite has a 3-year warranty and Floating Comfort has a 10 year.

     

    QUESTION: Can my pillow be washed easily?

    ANSWER: Yes! You can use a standard washer and dryer to clean your pillow. Simply follow the washing instructions on the care label.

     

    QUESTION: Is the Floating Comfort Pillow Hypoallergenic?

    ANSWER: Yes! All of Mediflow’s pillows are hypoallergenic

     

    QUESTION: Do any of your pillows contain latex?

    ANSWER: No! We do not use latex in any of our pillows.

     

    QUESTION: How are your pillows shipped and how quickly will an order be sent out?

    ANSWER: Orders are usually shipped out the next business day via FedEx Smart Post and delivered by the USPS in approximately 2-7 business days. Be sure to provide the correct shipping address, as errors will cause a delay. We are not responsible for delayed shipments due to incorrect shipping information. We do not offer expedited shipping.

    Please note that it may take up to 48 hours for tracking numbers to be activated.

     

    QUESTION: How is shipping price determined? 

    ANSWER: Shipping price is determined per item. Exact shipping price can be determined by adding the item to your cart.

     

    Item pricing is subject to change. We do not guarantee pricing will remain at a particular price. We do not price match.

     

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    QUESTION: What happens if my order returns to Mediflow with postage due?

    ANSWER: The postage due amount will be deducted from the refund amount. We do not cover any shipping charges incurred by inaccurate addresses.

     

    QUESTION: What happens if my package is refused or returned to you by the carrier?

    ANSWER: Packages that are returned to us can: A) Be canceled. We will not refund shipping charges or B) Reshipped. A fee will be incurred for packages that need to be re-shipped.

    QUESTION: How can I contact customer service?

    ANSWER: You can chat online at Mediflow.com, email info@mediflow.com or call us at  888-365-5050. Our goal is to respond to all inquiries within 1 business day. If it is past one business day and you have not heard from us, please check your spam folder. 

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