The pillows arrived rolled up but once puked out of the bags they regained their shape. At first my husband felt the pillow was too hard but he enjoyed his first night of sleep on his. I was still just waiting to see about the pillows. One of the reasons, I purchased this pillow was because of the supposed gel infused cooling side, well that isnt true. After five days of usage, I am no longer using the pillow to sleep on. The pillow goes flat throughout the night and you have to fluff it back into shape. I need a pillow that can give the support throughout the whole night (okay, at least seven hours) for I am a sideback sleepper and this pillow doesnt work for me.