Pillow came new. Had no smell that I’m aware of. Took its shape shortly after being removed from package. But I did follow the directions and not use it for 24 hours. First night my husband slept on it he liked it and said it gave him neck support. It only took him a couple of days to get used to sleeping on his side. His hands immediately went to where they were supposed to go. He is a back and side sleeper. We purchased this pillow because he is experiencing neck pain. We’ve tried several pillows and the last pillow we tried was a water pillow. The directions on this pillow say it may take two weeks to get used to it. It only took him 2 to 3 days. He is sleeping through the night, less tossing and turning. Feels more rested. The pillow doesn’t move so it keeps the neck support through the night. Very pleased with this product.
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