Customer Service Information
Many questions about our products and their care can be found on our Frequently Asked Questions page. For any other customer service questions please call us directly at 1-800-290-9199 or send an e-mail to our customer service department.
What are your business hours?
Customer Service Representatives are available Monday – Friday, 8:00am – 5:00pm Central Time. If you are calling after hours, please leave a message, and a Representative will return your call the next business day.
What do I do if I do not like it? Can I return it?
The Cuddle Ewe Underquilt has a 90 day money back guarantee and a 5 year guarantee on workmanship.
90 Day Money Back Guarantee: Once you purchase a Cuddle Ewe Underquilt, you can try it in your home for 90 days. If, for any reason, you do not like the Cuddle Ewe, you can return it within the 90 days at your expense, and we will refund the purchase price of the Cuddle Ewe, less shipping charges.
5 Year Guarantee: The Cuddle Ewe Underquilt in unconditionally guaranteed against defects in materials and workmanship for 5 years from the time you receive it. This would apply to seams falling apart, tufts coming out, fabric ripping, etc. It does not apply to the wool compressing.
How do I return my Cuddle Ewe?
When you receive your Cuddle Ewe, there will be a Return Instruction form in your box. You will need to save this and the original box and use them if you decide to return your Cuddle Ewe. First, you MUST call the Merlo Co., at 1-800-290-9199 to get a Return Authorization Number. Without this RA number, you might not get a credit/refund for your return. Fill out the rest of the Return Form, put it, along with the items you are returning, back in the original box, and send everything to:
Merlo Co. Inc.,
62038 MN Hwy 24,
Litchfield, MN 55355
You may send it back whatever method you choose, as you pay for the return shipping costs. Once the items are received at the Woolen Mills, they will notify the Merlo Co. and a credit will be issued to the credit card used to make the original purchase. A credit memo will then be mailed to you as confirmation that we have issued the credit/refund.
Can I keep my gift?
Yes. The Standard Soft Wool pillow or Fibromyalgia Help Book is a free gift with every Cuddle Ewe Underquilt purchase (except the Travel Ewe which comes with a free tote bag), and is yours to keep, even if you return the Underquilt.
What are the shipping and handling charges?
We charge $27.00 for each Cuddle Ewe Underquilt, $30.00 for any one of our three Sets, and $7.00 for each accessory product, like Flannelettes, Deep Pocket Sheets, Slipcovers, and Pillows. Comforters and Personal Comforters are $10.00 each for shipping. These charges are for UPS or SpeeDee Ground Service for the 48 continuous United States only. For shipping rates to Alaska, Hawaii, and Canada, or faster shipping services, please call for current rates.
How do you ship?
We ship with UPS or SpeeDee, Ground Service, to the 48 continuous United States. Alaska and Hawaii we ship with the US Post Office, Parcel Post service, unless you call us ahead of time and arrange for Priority Mail service. Any International orders would ship with the United States Post Office, Global Express Mail. Please call for current rates for any Alsaka, Hawaii, or International orders.
How soon will my order ship?
We typically ship within 2 to 3 business days of receipt of the order. Shipping times will take another 4 to 6 business days. You should have your order within 2 weeks of placing the order.
For any other customer service questions please call us directly at 1-800-290-9199 or send an e-mail to our customer service department.