FAQ
Everything we're asked most often about ordering, delivery, returns and our products. If your question isn't answered here, email support@ounora.com or call +1 (302) 578-4529 and a real person will reply within 24 hours on business days.
Ordering
Do you charge for shipping?
No. Shipping is free on every order with no minimum spend.
What currency are your prices in?
All prices are in US dollars (USD). Any applicable US sales tax is calculated and shown at checkout before you pay.
Can I change or cancel my order?
Yes, as long as it hasn't shipped yet. Email support@ounora.com as soon as you can with your order number. Once a parcel has left our facility it has to be handled as a return.
What payment methods do you accept?
All major credit and debit cards, plus the digital wallets shown at checkout. Payments are processed over a secure encrypted connection — we never see or store your full card details.
Delivery
How long will my order take?
Processing takes 1–2 business days and delivery takes a further 7–12 business days, so 8–14 business days in total. Business days are Monday to Friday, excluding US public holidays.
Where do you ship?
All 50 US states, including Alaska and Hawaii. If you're outside the United States, email us before ordering and we'll confirm whether we can deliver to you.
How do I track my order?
You'll get a tracking number by email once your parcel ships. Enter it on our Track Your Order page. Tracking can take 24–48 hours to start updating — that's normal.
My order arrived in separate parcels. Is that a mistake?
No. Orders with several items are sometimes split across parcels that arrive on different days. You're never charged extra, and each parcel has its own tracking number.
Tracking says delivered but I don't have it.
Check with neighbours and your building's mail room first — most parcels turn up within a day. If it doesn't, contact us and we'll open an investigation with the carrier. If it's genuinely lost, we replace or refund it in full at no cost to you.
Returns and the sleep trial
What is the 60-night sleep trial?
You have 60 nights from delivery to decide whether a product is right for you. Sleep products need real time to judge, so you're welcome to actually use the item during the trial — we accept used products back.
Do I have to keep the box?
No. You don't need the original packaging, and you don't need to send photographs or explain your reasons.
Who pays for return shipping?
If you're returning because you changed your mind or the product wasn't right for you, you cover return postage. If the item arrived faulty, damaged or incorrect, or fails within the 12-month warranty, we cover it and send you a prepaid label.
Is there a restocking fee?
Never. We don't charge one under any circumstances.
How quickly do I get my refund?
Within 5–10 business days of your return reaching us, refunded to your original payment method. Your bank may take a few extra days to display it.
What happens to products I send back?
Returned sleep products are never resold as new. They're donated to shelters and charitable partners where hygiene rules allow, or responsibly recycled.
What does the 12-month warranty cover?
Manufacturing defects for 12 months from delivery — failed seams, collapsed foam, broken zips, electronics that stop working under normal use. It doesn't cover accidental damage, stains, or wear caused by not following the care instructions. See the Refund & Return Policy for full detail.
Products and care
How do I know which product fixes my problem?
Start from the symptom rather than the product type. Our homepage groups everything by problem — sleeping hot, waking with neck pain, being woken by noise or light, or not being able to switch off. If you're still unsure, email us and describe how you sleep; we'll tell you honestly what will help and what won't.
How should I wash Ounora products?
Care instructions are printed on the label of every item and listed on each product page. As a general rule, covers and pillowcases are machine washable cold on a gentle cycle; foam cores should never be put in a washing machine.
Are your materials tested?
Yes. Every fabric and foam is screened before we'll carry it, and cooling products are tested for actual surface temperature across an eight-hour night. You can read the full standard on our homepage under The Ounora Standard.
How long until I notice a difference?
Most people notice something within the first week, but genuine sleep changes take time to settle. That's exactly why the trial is 60 nights and not 14.
Still need help?
- Company: Mercanty LLC (trading as Ounora)
- Address: 1207 Delaware Ave #509, Wilmington, DE 19806, United States
- Email: support@ounora.com
- Phone: +1 (302) 578-4529
- Support hours: Monday to Friday, 9:00 AM – 5:00 PM EST