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Westin® Hotels & Resorts
  Customer Support
      Your complete satisfaction is of utmost important to us. If you have any questions, please do not hesitate to e-mail us at westin@hotelsathome.com or call toll free, 1-877-777-5418, Monday – Friday, 8:00 a.m. to 10:00 p.m. ET, and Saturday, 9:00 a.m. to 5:00 p.m. ET.  
         
      FAQs  
         
       
       
      How is the bed made up in the hotel?  
         
     

The bed is made up in the following manner from the bottom up:

Bed Skirt - The bed skirt fits over the box springs. It is made of a silk touch, machine washable polyester and has a 14" drop. The striped pattern is on the king and queen size and the small square pattern is on the full size.

Deep Pocketed Fitted Sheet - The 230 thread count, white, deep pocketed fitted sheet accommodates a mattress up to 14" and is available in a 75/25 cotton poly blend (as in the US hotels). A 200 thread count 100% Egyptian cotton sheet is also available for purchase.

Decorative Middle Sheet - The 230 thread count "middle sheet" is white with taupe piping in a 75/25 cotton poly blend (as in the US hotels). A 230 and 300 thread count 100% Egyptian cotton sheet with taupe piping is also available.

Down Blanket - The down blanket, which rests between the middle and top sheets, is available as a mid-weight (southern star) or light weight (tropical star) blanket. The blanket has a white 230 thread count all cotton down proof cover, 550 fill power of European white goose down and is baffle box stitched to prevent lumping or shifting of the down.

Flat Sheet - The 230 thread count, white flat sheet is available in a 75/25 cotton poly blend (as in the US hotels). A 230 and 300 thread count 100% Egyptian cotton sheet is also available for purchase.

Duvet Insert - The over stuffed poly duvet insert has a 180 thread count cotton cover with baffle box stitching. It is made of a high loft hypo allergenic fiber, creating the famous meringue effect of the Heavenly Bed. There are corner ties to adhere to the inside of the Heavenly duvet cover.

Duvet Cover - The Heavenly duvet cover has the exclusive white on white striped pattern on the king and queen sizes and the small square pattern on the full and twin sizes. It is made of a silk touch, machine washable polyester and has a side Velcro closure.

Standard Pillowcases - The standard pillow cases are sold as a pair. The 230 thread count cases with taupe piping accommodate the Heavenly Bed standard or queen size pillow. A 230 and 300 thread count 100% Egyptian cotton pillow case is also available.

King Pillowcases - The king pillow cases are sold as a pair. The 230 thread count cases with taupe piping accommodate the Heavenly Bed king size pillows. A 230 and 300 thread count 100% Egyptian cotton case is also available.

Boudoir Cover - The cover for the boudoir pillow is made of a silk touch, machine washable polyester and has a Velcro closure.

Sham - A matching pillow sham is available for the king and queen heavenly pillows. The white on white striped pattern has a three inch flange and a zipper closure.

Pillows - There are 5 pillows on the bed. Two are 50/50 feather and down (king or queen size), two are a standard size synthetic pillow and there is also a synthetic 14 X 36 boudoir pillow.

Click here for a visual interactive description of the bed's composition.

 
         
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      Who makes the bed? How long does it take? How do I order?
Why is it special? Can I purchase it in a retail store?
 
         
      The bed is manufactured by Simmons exclusively for Westin Hotels. It is composed of a 12-½ no flip pillow top mattress with the exclusive motion separation technology and individually pocketed coils. The box spring unit is 8-3/4". Each bed is sold as a mattress and box spring unit and is made to order. Beds take approximately six to eight weeks for delivery. To place an order, please call toll free at 877-777-5418, Monday through Friday 8am-10pm Eastern Standard Time. The Heavenly Bed can also be purchased at select Nordstrom stores.  
         
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      How do I place an order?  
         
     

To place an order using the Westin at Home online store you must add the items you wish to purchase to your shopping cart. You can use our product navigation or search for items to add to your cart. Once you have added all the items you wish to order, you can begin the check out process by clicking on the Shopping Cart link near the top of the page and clicking on the 'check out' button from the shopping cart.

The Check Out process is a simple 3 step process.

Step 1: User Information
This is where you enter your billing information, shipping information, communication preferences, select if you would like to view your order status online and select your shipping delivery options.

Step 2: Review Information and Payment Information
This is where you get to review your order and make any changes. You will have the opportunity to edit your shopping cart, edit your billing and or shipping information, change your shipping delivery options, enter a gift card message and lastly enter your payment information.

Step 3: Order Confirmation
If your order was successfully processed you will receive an order confirmation on screen. You will also receive an email confirmation of your order.

 
         
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      How do I use the shopping cart?  
         
     

The shopping cart is where all of the items you wish to purchase will be placed after you click on the 'add to cart' button on an item page. There are several actions you can perform on this page.

Updating quantities:
If you need to change the quantity for an item in your cart, select the number in the quantity text field and type in the new desired quantity. Click on the 'update cart' link to have your changes saved.

Removing items:
To remove an item you can either click on the 'delete' link for that item or you can change the quantity to zero (0) and press the 'update cart' link.

Checking Out:
Once you're ready to begin placing your order press the 'check out' button to begin the check out process. You will have a chance to edit your shopping cart before checking out again on Step Two of the check out process.

 
         
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      How are items shipped? What shipping options do I have?  
         
     

The default shipping option for all orders being shipped within the continental United States is ground transportation. Depending on the shipping destination you will have various expedited shipping options available.

Hawaii and Alaska orders:
Orders being shipped to these two states will be shipped via 2nd Day delivery. All in-stock items will be shipped out next business day.

Canada orders:
There are three shipping options for orders being delivered to Canada: International Ground, International Economy, and International Priority. Delivery times will vary depending on the destination.

All other International Orders:
For all other destinations we offer an International Economy and International Priority shipping option. Delivery times will vary depending on the destination.

 
         
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      How are shipping costs calculated?  
         
     

Shipping costs are calculated based on the total amount of your order before any taxes have been applied, except for the Shower Rod* and Mattress & Box Spring** which have separate shipping costs associated with them.

Shipping Costs Table

Up to $15.99 $4.95
$16 to $30.99 $5.95
$31 to $50.99 $7.50
$51 to $75.00 $9.95
$76 to $100.99 $12.50
$101 to $150.99 $15.00
$151 to $200.99 $18.50
$201 to $250.99 $22.00
$251 to $500.99 $30.00
$501 to $750.99 $50.00
$751 to $999.99 $75.00
$1000 and up $100.00
   
   
* Shower Rod - flat rate per item
Due to the unique size and weight of this item shipping charges are based on a flat rate and per item. Please refer to the rates below depending on the shipping address.
   
Continental US $16.00
Hawaii & Alaska $40.00
Canada - Ground $40.00
Canada - Economy $40.00
Canada - Priority $55.00
International Economy $60.00
International Priority $85.00
   
   
** Mattress & Box Spring: CALL
Please call for detailed shipping costs for the mattress & box spring. The shipping costs for this item are additional and will vary based on delivery destination. The rates above are not reflective of those for the mattress & box spring.

 

 
         
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      How do I finalize my order?  
         
     

To finalize your order you must complete the three-step check out process. At Step Two you will have the opportunity to review your order and make any necessary changes. You will then enter your payment information using up to two credit cards to make your purchase and press the 'complete order' button. Your credit card will be authorized and upon a successful transaction your order will be completed.

You will receive an on-screen order receipt and confirmation as well as an email confirmation.

 
         
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      Who is responsible for International duties and taxes?  
         
     

All duties and taxes are the responsibility of the recipient and will be assessed upon delivery. Please note that all prices listed on this site are listed in US dollars.

 
         
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      What is your return policy?  
         
     

Items are accepted for credit or exchange if returned in new/saleable condition within 30 days of purchase. A refund or exchange will be made to the purchaser upon request. Please note that beds, pillows and opened bedding are not returnable.

For items being sent to our Returns department, please be sure to ship your item by insured, traceable mail. This service is offered by USPS, UPS, FedEx and other carriers. Please include a note with your address and daytime phone number along with your instructions and a copy of your sales receipt or packing slip, and send to:

Westin at Home™
Attn: Returns
2 Daniel Road East
Fairfield, NJ 07004

 
         
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      What are the Westin Gift Card and the Westin at Home™ Points Card?  
         
     

What is a Westin Gift Card?
A Westin Gift Card can be used to purchase Westin at Home products such as our Westin Heavenly Bed® and Heavenly Bath® online at westin.com/store or by calling Customer Service toll free at 1-877-777-5418. Westin Gift Cards are no longer available for purchase. We are not accepting any new orders; however, existing Gift Cards will continue to be honored. Please visit www.westin.com/giftcard for complete details.

What is a Westin at Home Points Card?
If you are a member of Starwood Hotels’ award winning Starwood Preferred Guest® program you can redeem your Starpoints® for an American Express branded Westin at Home Points Card which can be used to buy Westin at Home products including the Heavenly Bed At Home™. This card is pre-loaded with points and the point value is printed on the face of the card...one point equals one dollar in purchasing power.

Join the Starwood Preferred Guest program today to take advantage of great redemption options including free nights at our hotels, free flights on your favorite airlines, Instant Awards during your hotel stays and more. For details and for more information about Starwood Preferred Guest and the Westin at Home Points Card visit www.SPG.com/redeem.

Please note: Customers can use up to two forms of payment to purchase Westin at Home products i.e. a traditional credit card and a Westin Gift Card. If more than two different cards need to be used to complete your purchase please call toll free 877-777-5418 to place your order.

Westin at Home™ SPG Reward Card and Gift Card

 
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