Repair Program
REPAIR
We take immense pride in providing top-notch products designed to stand the test of time. However, we understand that sometimes unexpected issues may arise and that's why we've partnered with an amazing local PNW repair shop based in Washington to handle repairs. Not only does this collaboration enable us to support our community, but it also grants us valuable insights into product improvements to ensure we create durable items that stay out of landfills.
We understand that certain issues might occur due to factors not related to manufacturing defects. For these situations, such as normal wear and tear over the "life of the product' abuse, or negligence, we can still help. Our repair shop will address such cases for a minimal charge, ensuring your COCOON product remains in excellent condition.
FOR CUSTOMERS IN THE USA
AirCore Pillow Bladder
How do I make sure the valve is in the "inflate" position?
You can put a few breaths into the pillow and push it to see if the air is escaping. If it is, then the valve is in the open position. Take your finger and twist the red "button" in the valve so the straight line aligns with the arrows on the cap. This will ensure no air will escape.
My pillow is not inflating what's wrong?
It is possible that the red "button" on your valve is in the open position. Take your finger and twist the red "button" in the valve so the straight line aligns with the arrows on the cap. This will ensure no air will escape.
As part of our commitment to providing excellent customer service, we are pleased to introduce our AirCore pIllow Bladder Replacement Program. We understand the importance of a comfortable and well-functioning pillow, and we are here to assist you with any issues you may encounter.
FIRST GENERATION PILLOWS (no zipper to access bladder)
Kindly note that the first generation of pillows requires cutting the seam on the cover to replace the bladder. If you are comfortable with cut/sewing procedures, you can confidently opt for this option. However, if you are uncertain about the process, we recommend sending your pillow to our service center for professional assistance.
- Please make sure the item(s) is clean and dry. Our policy requires that all items accepted for inspection be received in laundered condition. Items not clean enough to work on will be returned to you. While we understand this may be inconvenient, we want to ensure the health and welfare of our Returns Department staff.
- Use a carrier that can provide tracking and insurance for your package. COCOON is not responsible for lost or damaged packages. Please be sure to include your name, email and return address inside the shipping box.
- Ship to: COCOON 527 Piere St, B, Wenatchee, WA 98801
Please make sure the item(s) is clean and dry. Our policy requires that all items accepted for inspection be received in laundered condition. Items not clean enough to work on will be returned to you. While we understand this may be inconvenient, we want to ensure the health and welfare of our Returns Department staff.
FOR CUSTOMERS OUTSIDE THE USA
Please contact COCOON Headquarters in Stainz, Austria by emailing office@cocoon.at