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Customer Service


Frequently Asked Questions

Here are some of the most frequently asked questions about Plumeria Bay® and our products. Please do let us know if you have a question that's not answered here. Also, check out our Reading Room for even more information.



Q: How do I select the right comforter? return to top

A: Most people choose their down comforter based on the size they need and the required warmth level. Budget is often a consideration as well. Our "entry level" comforter is The Cascadia™, and most people choose the "Light" warmth for year-around use. More about The Cascadia™ white goose down comforter.

Moving up from the Cascadia™, we offer some of the finest down comforters available anywhere, at any price. We also offer a plethora of information about everything from down proof fabrics, to fill power, to oxygen and turbidity, to... you name it. You can start exploring here.

Q: How are your comforters made? Custom comforters? return to top

A: Our down comforters and down pillows are hand sewn and filled, to order. We use only the finest down proof fabrics, sealed baffled box construction and select white goose down. Our attention to detail and quality does take some time, but we are confident that you will find the wait absolutely worthwhile. Down comforters and pillows usually ship in 1 to 2 weeks.

We are happy to do custom down comforters and pillows. Custom fills or sizes are our specialty! Custom sizes usually take an extra week or two to ship.

Q: What about thread count?  return to top

A: We think it is a mistake to place reliance on thread count as an indicator of the quality of a fabric. What is important, especially when it comes to a down proof fabric, is the type and size of yarn and the density with which it is woven (this is a different issue than thread count) and the specialized finishing techniques needed to insure the fabric's down proof qualities.

Our down-proof fabrics are some of the finest available anywhere, at any price. These fabrics offer the ideal combination of down proof qualities, strength, durability, light weight and a fine hand. They combine the appropriate size yarn necessary to provide durability over years of use with a dense weave.

How high is too high? In order to weave more threads per inch, each yarn has to have a smaller diameter, often resulting in a cloth that is too fine and delicate for holding down. Indeed, extremely high thread count fabrics in a down comforter can be prone to leakage, and may not be able to retain the stitching over the many years of use that a comforter will experience. We would have to look very carefully at any "down proof" cotton fabric that purported a thread count above 400.

Fine linens with high thread counts can be wonderful.  We love to sleep on them, and they can make a wonderful duvet cover. But for a quality down comforter, it's best to use a fabric especially woven and calendared, by a mill that is very experienced in these highly specialized techniques. More about our down proof fabrics.

Q: What is a duvet?   return to top

A: Duvet is "old French" for feathers. Nowadays, it is used to describe a comforter filled with down, ie; a down comforter. A duvet cover is the (often) decorative cover used to cover and protect the duvet. That's it in a nutshell, but if you'd like to learn even more about duvets and duvet covers, read this.

Q: How do I clean my down comforter?  return to top

A: Our down comforters are machine washable. However, a down comforter that is properly covered will need to be cleaned very infrequently, if at all (excepting the unfortunate "accident", of course). If you do find it necessary to clean your down comforter, We recommend using a professional cleaner, experienced with down bedding, who will launder (not dry clean) and thoroughly dry your comforter.  It is O. K. to dry clean your comforter, but this may leave a chemical odor.  If you do not have a cleaner locally that is experienced with quality down bedding, we suggest Blanc Plume. More about washing and caring for your down comforter.

Q: Are your comforters guaranteed?   return to top

A: Absolutely.  Our goose down comforters come with a 20 year warranty. You can see our warranty and satisfaction guarantee here.

Q: What is "Fill Power"?  return to top

A: Fill power refers to the amount of cubic space that one ounce of down will fill. For example; one ounce of 650 down will fill 650 cubic inches of space. One ounce of 750 down will fill 750 cubic inches, and so on.

Fill power is also an indicator of the quality of down. For example, 650 fill may contain more "broken" down clusters and a higher trace of feather when compared to a higher fill power; ie: 800 or 850 for example. 

A higher fill rating means that your comforter will be fluffier and warmer than a comforter with the same weight of lesser quality down. In other words, an 850 fill duvet will be fuller and warmer, ounce for ounce, compared to a 750 fill (for example) of the same weight.

Q: Why don't you offer Crib sized comforters or featherbeds?   return to top

A: We do not recommend the use of Down items with infants and we ask that you never leave your infant unattended on your down comforter or featherbed.  There are a few reasons for this.

Down is very warm, and infants do not regulate their internal body temperature the way adults do.  Since overheating is one suspected cause of SIDS (Sudden Infant Death Syndrome), using a down comforter with an infant may add to this risk. More information here.

If the fine fabric should tear or open, the infant could inhale the down clusters and choke.  It is also possible for a down comforter to cover an infants nose and mouth, blocking the airways.

Q: How is your down cleaned?   return to top

A: Our down is cleaned and sanitized using the ZURGUARD® down purifying system, a state-of-the-art cleaning and sanitizing process. Plumeria Bay® ZURGUARD® cleaned down far exceeds all Canadian and United States government standards of purity and cleanliness, with world class standards for turbidity between 900 and 1000 & and oxygen at about 2. After cleaning with the ZURGUARD® process, our down is guaranteed to be hypoallergenic for 5 years. To learn more about the ZURGUARD® process, please click here.

Q: Is your down hypo allergenic?   return to top

A: Plumeria Bay® down comforters are pillows are guaranteed to be hypoallergenic for 5 years from the date of purchase.

Q: My down smells, what do I do? return to top

A: 99.99% of the time we receive this question from people that have purchased a down comforter or pillow elsewhere. Very rarely though, a Plumeria Bay customer may initially notice a slight odor associated with their pillow or comforter.

Goose down is a natural product, like wool. While most people will not notice any odor associated with clean goose down, those with a very highly developed sense of smell may notice a slight odor, with even the cleanest goose down. This sometimes faint odor should in no way be unpleasant or offensive, when the goose down is dry.

However, like wool, down may also develop an unpleasant odor if it gets damp or wet. For instance, sometimes during shipping your pillow or comforter may be exposed to extreme humidity (if left in a cold damp warehouse during a hurricane, for example) while in transit. This could cause a slight unpleasant odor to develop. If this happens, we recommend that you immediately dry your item and allow it to "air" for a day or two. If this does not solve the problem just send it back to us for a return or exchange.

For those people that have purchased a down comforter or pillow elsewhere and are experiencing issues with unpleasant odor, it is worth noting that improperly cleaned down will definitely have an unpleasant odor. Duck down seems to be more prone to a "gamy" smell. There is not much that can be done to correct these issues.

We should also reiterate the importance of keeping your down dry. If left damp or wet for an extended period of time it can develop mold or mildew and the associated unpleasant odor. Once this occurs it is very difficult, if not impossible, to correct.

Q: What kind of down do you use?   return to top

A: We use only the finest quality white goose down for our goose down comforters and pillows. For our down/feather blend featherbeds we use white or gray goose or duck feathers blended with white or gray goose or duck down (depending on the specifications of the particular item) that can come from Europe, Canada and Asia. We never use "crushed" feathers in our down/feather blend items. All of our goose down and feathers, regardless of origin, is cleaned and sanitized using the Zurguard® system and is guaranteed to be hypoallergenic.

Q: What is a "baffled box" comforter?  return to top

A: A "baffle" (in a down comforter) is an internal fabric wall that separates the top and bottom layers of fabric in a down comforter. While adding loft to the duvet, these internal walls also add strength; allowing the duvet to "give", reducing stress on the fabric and stitching when you toss and turn at night.

Among the styles of construction used today: Sewn-Through (quilted), Baffled Box/Sewn-Through (an economical hybrid), Tunnel (a European style) and Baffled Box, the Baffled Box comforter is the most popular and in our opinion, the best all-around solution for a nice fluffy look, sleeping comfort and temperature regulation. Read more about our sealed baffled box construction; guaranteed to keep the down from shifting in your comforter.

Q: How do I select the right pillow?   return to top

A: The right pillow can make a difference in your sleep. So, here are a few guidelines that may be helpful to you when choosing the firmness that is right for you. The goal of a "perfect fitting" sleeping pillow is to relieve stress on the neck.

We recommend a Soft Pillow for stomach sleeping,  a Medium Pillow for back sleeping and a Firm Pillow for side sleeping, unless you are petite.  If you are a petite side sleeper, a medium may be a better choice. Read how to choose a down pillow.

Plumeria Bay® down pillows are completely adjustable, any time within the first year of your purchase. We charge only for any down added and return shipping. Any down removed will be returned to you in a separate cotton storage bag.

Q: Can I wash my down pillows?   return to top

A: Yes, you can.  But we do not recommend that you do it at home (in an agitator style machine).  Use a large front loading commercial washer with a gentle (no bleach) detergent.  Before washing make sure that the fabric is not too old or deteriorated from body oils, or weakened from age. More information about washing down pillows.

Q: How long do down pillows last?   return to top

A: Generally speaking, a good quality down pillow will last about 5 years, depending on environmental factors like humidity (down pillows do better in dry environments), how often the pillow is washed (repeated washing can be hard on the down clusters) and how the pillow is used (some people are very gentle, others use their pillows like punching bags). Your down pillows will also last longer if you use a pillow protector and wash it (the protector) frequently in Hot water.

Q: What's the difference between a King and a California King size bed?   return to top

A: A King (or Eastern King) size bed is a little wider and a little shorter than a California King size bed. We list the dimensions of various bed sizes on our Comforter and Mattress Sizes page.

Q: Is it safe to purchase on line?  return to top

A: Plumeria Bay® goes to great lengths to assure that your information is kept secure. We have seen some on line shops, when doing our personal shopping, that appear to be legitimate at first glance, but on closer inspection (forged trust logo's among other things) quickly go from "cool" to "no way", so please use some common sense and appropriate caution when shopping on the web.

Q: Do you charge sales tax?   return to top

A: For orders shipped to Washington State, we charge 7%. Sales Tax in Washington State is based on the actual street address where the order will be delivered to (actual rate varies by location - sometimes even next-door neighbors will live in different tax jurisdictions). The lowest sales tax rate in Washington State is just over 7%. So, for orders shipped to Washington State we charge 7% and will pay the total amount due to the tax collector. For example, the sales tax rate in parts of Seattle is 9.5%. For orders shipped to Seattle, we will charge 7%, and pay the total amount of 9.5% (for this example) to the State.

There is no Sales Tax for orders shipped outside of Washington State.

Q: Who do I contact if I ever have a problem?  return to top

A: Plumeria Bay, Inc., is owned and operated by Stephen Clay.  You can contact Stephen with any questions, comments or concerns via email  or by phone Monday through Friday, 8am to 4pm Pacific Standard Time, Toll Free 1 877-722-9266.


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