I purchased two king pillows from Northern Feather because I loved the ones at a hotel I stayed at in Vancouver. Northern Feather told me they had supplied the hotel with the "firm" type of pillow, so I was surprised with the firmness of pillows I received. After calling Northern Feather, I was told that the pillows (which got a lot of use at the hotel) were likely softer from use, so they offered to replace the pillows I had purchased for a softer type. I sent the pillows back and upon waiting to hear from Northern Feather for 3 weeks, was told that they never received the pillows I sent by Canada Post. Since it had been three weeks I no longer had the tracking number, so unfortunately I'm out a lot of money. Very disappointing that these pillows just "disappeared". Definitely keep your tracking number in case you need to do an exchange.