Everything about ordering, delivery, returns and the cushions themselves. If your question is not here, email cs@ooriver.com — a person reads it and replies within one business day.
Delivery
How long will my order take?
We pack your order within 1–2 business days. Delivery then takes 7–12 business days. You will get a tracking link by email the moment it ships. Orders placed on a weekend or a public holiday start counting from the next business day.
How much is shipping?
Free, on every order to the United States. There is no minimum spend and no surcharge at checkout.
Will I be charged import duties or customs fees?
No. The price you see at checkout is the total you pay. If a carrier ever contacts you asking for an import charge, pay it, email us the receipt, and we refund it the same day.
Do you ship outside the United States?
Our free shipping promise covers the US. If you are elsewhere, email cs@ooriver.com before ordering and we will tell you honestly whether we can get it to you and what it would cost.
My tracking has not moved in a few days. Is something wrong?
Usually not — tracking often goes quiet during the longest leg of the journey and then updates in a burst. If it has been static for more than five business days, email us the order number and we will chase it for you rather than asking you to deal with the carrier.
My parcel says delivered but it is not here.
Tell us and we will sort it out. In most cases we replace the order rather than open a lengthy carrier investigation.
Returns and the guarantee
What is the 30-day comfort guarantee?
You have 30 days from delivery to decide. Use the cushion properly — at your desk, in the car, on a flight. If it is not more comfortable than what you were sitting on before, email cs@ooriver.com with your order number and we refund you in full.
Do I have to post the cushion back?
No. Return shipping would cost more than the cushion, so we do not ask you to pay it and we do not ask you to arrange it. Keep it, give it to someone who might get on better with it, or dispose of it.
Is there a restocking fee, or any catch?
No restocking fee, no partial refunds, no “final sale” clause, and no requirement to photograph the packaging. One email is the whole process. Refunds go back to your original payment method and typically appear within 5–10 business days depending on your bank.
It arrived damaged, or a part is missing.
Send us a photo and we will replace it or refund you immediately — no 30-day wait, and you do not need to deal with the carrier.
Can I change or cancel my order?
Yes, if it has not shipped yet. Email us as soon as you can with the order number. Once it is with the carrier, the 30-day guarantee is the route.
Choosing the right cushion
Which one should I buy?
As a rough guide: if you sit at a desk all day, choose an even-support air-cell model. If your pain is specifically the tailbone or coccyx — including post-surgery and pregnancy — choose a hollow-centre model, because the cut-out removes contact from that point entirely. If you travel or drive a lot, choose one that deflates and folds flat. Exact dimensions are listed on every product page.
Will it fit my chair or car seat?
If your seat is at least as wide as the cushion, it fits. Every product page lists the dimensions in both inches and centimetres. If you are unsure, email us your chair or car model and we will tell you — including if the answer is that none of ours will work well.
Is there a weight limit?
The air chambers are welded TPU rather than thin PVC, and they are designed for normal adult use. The detail that actually matters is inflation level: fill to roughly 60–80% rather than drum-tight. An under-filled cushion has room to flex under load, which is both more comfortable and far easier on the seams.
Using and caring for it
Do I need a pump?
No. The valve is built into the cushion. Press it to add air, open it to let air out. Nothing to charge, nothing to pack, nothing to lose in a drawer at home while the cushion is out in the car.
How firm should it be?
About 60–80% full is the sweet spot for most people. Softer for a long afternoon at a desk, firmer for driving posture. Adjust it whenever you like — that is the main thing a foam or gel pad can never do.
Will it slide off my chair?
The base is textured for grip and holds on fabric office chairs, leather car seats and wheelchair slings. On an unusually slick surface, letting a little air out increases the contact patch and settles it further.
How do I clean it?
Slip the cover off and wash it, then wipe the air core with a damp cloth and mild soap. Let both dry fully before reassembling. There is no foam inside to hold moisture or odour.
Does it get hot?
Less than foam or gel. The channels between the cells stay open, so air keeps moving underneath you rather than sitting trapped against the seat.
Can I use it in a wheelchair all day?
Air-cell construction suits long seated sessions because pressure redistributes each time you shift rather than building at fixed contact points. That said, our cushions are comfort products, not medical devices. If you are managing pressure injuries or a specific medical condition, please check with your occupational therapist or physician before changing your seating.
Ordering, payment and privacy
Which payment methods do you accept?
All major cards, PayPal, Apple Pay, Google Pay and Shop Pay. Checkout is handled by Shopify, so your card details never touch our servers and we never see them.
Are the sale prices real?
Yes. Any crossed-out price on this site is a genuine regular price for that product, not an invented number designed to make the discount look bigger.
Why are there so few reviews?
Because we are new and we only publish real ones. We use Judge.me, which accepts reviews only from customers with a matching order. We would rather show you an empty review section than a rating we cannot prove. If you buy from us, you will get an invitation to review after your cushion has had time to arrive — good or bad, we publish it.
What do you do with my data?
Only what is set out in our privacy policy. We do not sell customer data.
Still stuck?
Email cs@ooriver.com or use the contact form. Include your order number if you have one. You will hear back from a person within one business day.
Full policies: Shipping · Refunds and returns · Privacy · Terms of service