SALES EVENTS
Does Baisihan have any sales events?
We hold two annual sales around Memorial Day and Black Friday/Cyber Monday, while supplies last.
Please note, purchases made before or after sale periods are not price adjusted. Discounts are not combined for bundled items either. Bundled items will be marked down from their original full value, not the usual bundle discount price.
Orders
What if an item I want is out of stock during the sale?
If an item is out of stock during a sale, the sale price will not apply once it's back in stock, as discounts are only valid while supplies last.
Will I be charged sales tax?
Orders shipped to AL, CA, CO, CT, FL, GA, HI, IL, IN, IA, KY, LA, ME, MD, MA, MI, MN, NE, NV, NJ, NY, NC, OH, OK, PA, RI, SC, TX, UT, VT, VA, WA, WI, WY in the US, and Canada will have sales tax applied. Tax rates vary by state and are subject to change, so be sure to enter your shipping address at checkout to view the sales tax amount.
Why am I charged before my order has shipped?
To avoid inconvenience, we charge your card when you place the order, as our payment provider requires capturing funds within 7 days. Otherwise, we'd have to cancel and re-enter the order later to re-collect your payment information. We aim to minimize hassle by processing payment upfront rather than at shipment.
How do I cancel my order?
Contact Customer Experience within 30 minutes of placing your order to process a cancellation. Cancellations are not guaranteed and can only be made during business hours Monday – Saturday, 9:00am – 4:00pm PST. We cannot cancel orders for you on Saturday or Sunday.
If you are unable to process a cancellation in time, you can initiate a return once you receive your order.
Shipping
When will I get my order?
You can track your shipment's progress using your order number and email.
Can I ship to military bases/APO/DPO/FPO?
No, we are unable to support shipping to APO/DPO/FPO.
What if I need to change my shipping address?
Contact Customer Experience within 30 minutes of placing your order during normal business hours Monday – Saturday, 7:00am – 4:00pm PST.
How do I recycle Baisihan packaging?
Our white plastic shipping mailers are constructed from 80% recycled content, and are recyclable in the vast majority of residential curbside recycling bins. If your local recycling program does not accept this type of mailer, you can find a drop-off location near you by following the link below.
FIND A LOCAL DROP-OFF LOCATION FOR WHITE PLASTIC SHIPPING MAILERS ↗
Our cardboard shipping boxes are recyclable in the vast majority of residential curbside recycling bins. If your local recycling program does not accept this type of material, you can find a drop-off location near you by following the link below.
FIND A LOCAL DROP-OFF LOCATION FOR CARDBOARD SHIPPING BOXES ↗
Responsibility is one of the guiding principles of our brand. We’re committed to taking care of each other – from our people and partners to customers and planet. We’re continuing to invest in this commitment by taking a closer look at how we can become an even more sustainable brand. Further improving the sustainability of our packaging is at the top of our list.
Returns + Exchanges
What is your return policy?
We currently offer free returns within 60 days on most items:
Free returns within 60 days apply to all products except mattresses, furniture, and final sale items.
Returns by Mail:
Please allow 10 to 14 business days for your return to process. We will notify you when the refund has been initiated. It may take 3 to 5 business days (or longer depending on the payment method used) for the refund to appear on the original form of payment.
If you return your items after 60 days from the delivery receipt, we reserve the right to refuse your return.
Final Sale Products
No returns will be accepted outside of our 24-hour order cancellation window.
Returns will be refunded to the original method of payment. Shipping and handling fees are nonrefundable.
How can I return my order?
If you are unsatisfied with your purchase for any reason, we are happy to accept eligible returns within 60 days of receipt.
Click here to start a return by mail. ↗
If your item was damaged upon receipt or if you believe the item you ordered has a manufacturer's defect, please reach out to Customer Experience directly.
If you need assistance, please contact Customer Experience.
When will I receive my refund?
Please allow 10 to 14 business days for your return to process. We will send an email notification once the item(s) have been received and the refund has been initiated. From this date, the full refund amount will appear back in the original account within three to five business days.
If you return your items after 60 days from their delivery receipt, we reserve the right to refuse your return.
How can I exchange my order?
We do not offer exchanges at this time. If you would like a different item, please return the original purchase within 60 days for a refund and place a new order. We apologize for the inconvenience, but this allows us to streamline operations and keep costs low. Thank you for understanding."
Which of your products are covered by a warranty?
Our down items, and down alternative items are covered by warranty.
The following items come with a 3-year warranty:
Pillows
Mattress Pads
Mattress Toppers
The following items come with a 5-year warranty:
Duvet Inserts
Duvets & Pillows
What is fill power?
Fill power only applies to down products and is a measure of the loft or ‘fluffiness’ of the fill. The higher the fill power, the larger the down clusters – this is key to the quality/plumpness of the product.
A fill power of 750 (our Overcloud Down Duvet / Pillows) is considered extremely high and means the duvet/pillow will retain its plumpness for a long time, trapping more air and giving an incredibly warm but lightweight product.
What should I do with my new duvet / pillows when they arrive?
We recommend putting them in the dryer for 12-20 mins. This will allow the filling to
're-loft' and return to its soft and fluffy best before use.
What is the best way to wash my duvet / pillows?
Avoid washing your duvets/pillows as much as possible. Simply airing/ventilating your duvet ensures that it smells pleasant, stays clean, and maintains its fill power. Do this in dry weather and not in direct sunlight.
When washing, we recommend professionally laundering our filled products. Professional machines have the capacity to keep the fills in optimal condition long term.
Don’t ever use a ‘fast wash’ – these are typically very high temperature and can damage / melt the filling.
Are the duvets and pillows Oeko-Tex?
Both the casings and the fills are Oeko-Tex certified.
Are you natural-fill products ethically sourced?
Yes, animal welfare is highly important to us and was a huge factor in choosing the partners to make our products.
We are a member of the European Down and Feather Association. This means that our natural fills are either a responsibly sourced by-product of the food industry (in the case of our 100% Down products).
What's the difference between feather and down? Why do you use down?
Down clusters are much lighter than feathers and yet they deliver the same level of warmth. Feather is a cheaper alternative to down, and it’s rare to find a more than 80% down product on the market.
We’re proud to sell premium more than 80% down products – they’re lofty, and light and there is nothing quite as luxurious or comfortable as pure down.