Frequently Asked Questions

When choosing a pillow or cushion, its shape, intended placement, and your personal preferences all matter. Here you will find answers to common questions about Arvelloc products, orders, and customer support, from comparing designs before purchasing to finding usage information after delivery.

Choosing Your Product

1. What does Arvelloc sell?

Arvelloc focuses on everyday resting and seating comfort across three collections:

• Neck & Travel Pillows: Contoured bed pillows, curved neck support pillows, and portable travel pillows.
• Back Support Cushions: Office chair lumbar pillows, car lumbar cushions, reading pillows, and chair support inserts.
• Seat Cushions: Contoured memory foam chair pads, rear-cutout coccyx cushions, and open-center ring cushions.

Please refer to each product page for its specific construction, materials, and included items.

2. How do I choose a contoured neck pillow?

Start with your usual sleeping position and your preferences for pillow height and support.

Some designs feature a recessed head cradle, raised neck support, or wider side resting areas. These shapes create different points of contact with your head and neck. Compare the contours and intended uses shown on each product page.

Your body shape, mattress firmness, and sleeping position can also affect how a pillow feels. Appearance alone cannot determine whether a pillow will suit you.

3. What is the difference between the wraparound and classic U-shaped travel pillows?

The wraparound travel pillow has extended front sections that create a more enclosed resting area around the neck and beneath the chin.

The classic U-shaped travel pillow has a familiar horseshoe profile, with cushioning behind and on either side of the neck. Its shape makes it easy to put on and reposition.

Both are intended for passengers resting while seated. Refer to each product page for storage instructions, cover care, and included accessories.

4. Will a lumbar cushion fit any chair?

Chair depth, backrest shape, and available seating space vary, so compatibility with every chair cannot be guaranteed.

Before purchasing, compare the product dimensions and usage instructions with your chair. Check that you will still have enough room to sit comfortably after adding the cushion. Position it at a comfortable height behind your lower back, and avoid forcing it into a seat that does not accommodate it.

5. Does the car lumbar cushion include the headrest pillow shown in the photos?

The car lumbar cushion is sold as one lumbar cushion. The separate headrest pillow shown in lifestyle images is not included.

Always check the “What’s Included” section on the product page. Position your car lumbar cushion while parked, and make sure it does not interfere with the seat belt, vehicle controls, or normal seat functions.

6. How can I position the reading pillow?

Following the product instructions, the reading pillow can be repositioned for more upright or lower reclining support while reading in bed or relaxing on a couch.

Place it against a stable headboard, wall, or couch back, and check that it will not slide. Refer to the product page for the positioning arrangements shown for that model.

7. How is the ergonomic chair support insert different from a regular lumbar cushion?

The chair support insert connects a shaped seat and backrest in one structured design. A regular lumbar cushion is placed mainly behind the back or waist.

If you want support beneath you as well as behind your back, consider the chair support insert. If your main concern is filling the space behind your lower back, compare the lumbar cushions first. Both types need to fit the dimensions and shape of your chair.

8. What is the difference between a rear-cutout cushion and an open-center ring cushion?

A rear-cutout cushion has a notch or open channel near the back of the seat. Position this opening toward the chair’s backrest.

An open-center ring cushion has an opening in the middle, surrounded by a continuous or nearly continuous cushioned surface.

These designs create different seating surfaces and points of contact. Review their construction details and choose according to your preferences.

9. Is the lumbar pillow shown with a seat cushion included?

Some photos show products together to illustrate a seating arrangement. This does not mean every item pictured is included.

The contoured memory foam coccyx seat cushion is sold as one seat cushion. The separate lumbar pillow shown in some images is not included. For other products, check the individual “What’s Included” section.

Use & Care

10. Do all pillows and cushions have removable, washable covers?

Cover materials, fillings, and support structures vary by product, so care instructions differ.

Remove and wash a cover only when the product page or care label specifically states that it is removable and washable. A washable cover does not mean the filling can also be washed. Do not put the entire product in a washing machine or dryer unless its care instructions expressly allow it.

11. What should I check when my order arrives?

First, check that the product, quantity, and listed accessories match your order. Look for shipping damage, missing items, or other noticeable issues.

Then read the usage and care instructions provided with the product or on its product page. Confirm the correct positioning before use. If you notice a problem, keep the packaging and take clear photos to help our support team assess it.

Orders, Shipping & Returns

12. Which payment methods can I use?

Available payment methods are displayed at checkout. Before paying, review the products, quantities, delivery address, and order total, including any shipping charges and other applicable fees shown at checkout.

13. Can I change my address or cancel an order after placing it?

Contact customer support as soon as possible with your order number and the change you would like to make.

Whether we can make an adjustment depends on the order’s processing status. Submitting a request does not confirm that the order has been changed or canceled. Please wait for confirmation from our support team. Further details are provided in the applicable order and cancellation terms.

14. Where can I find delivery estimates, shipping costs, and tracking information?

We ship within 3 business days after payment is confirmed, with estimated transit of 5–16 business days after dispatch. Orders ship from China. We offer worldwide shipping subject to delivery availability, calculate shipping at checkout, and provide tracking information by email. Destination customs duties and import taxes are the recipient’s responsibility.

For questions about a specific shipment, provide your order number and any available tracking details. If tracking has not updated for an extended period, the package appears to be lost, or it shows as delivered but has not been received, contact us so we can help investigate. Review our Shipping Policy for full details.

15. What if my item arrives damaged, incomplete, or incorrect?

Please provide your order number, a description of the issue, and clear photos of the product and packaging. A short video may also be helpful where relevant.

We will review the issue and arrange an appropriate solution, which may include sending missing items, a replacement, a refund, or a return. We will cover reasonable costs associated with resolving damage, defects, incorrect items, or material differences from the product description.

16. How do I request a return or refund?

Contact customer support with your order number, the item you wish to return, and the reason for your request. Our voluntary non-defective return request window is 7 calendar days after delivery. Products must remain sealed, unused and unwashed, with packaging and accessories complete. The customer pays return shipping; original shipping is nonrefundable, except where applicable law requires otherwise.

After approval, customer support provides the designated overseas warehouse address and shipping instructions. Approved refunds are issued to the original payment method within 3 business days after the returned item is received and passes inspection. Product issue claims and statutory rights are unaffected. Read our Return & Refund Policy for full conditions, including applicable withdrawal rights. Do not send returns to our business address.

Still Have a Question?

Customer Support Email: service@arvelloc.com
Phone: +86 184 6616 8003
Customer Service Hours: 9:00 a.m.–6:00 p.m. Pacific Daylight Time (PDT)

For product questions, include the product name or page link. For order inquiries, please also provide your order number so we can assist you accurately.