Pillow arrived in a small box, so initially, I thought I was sent the wrong item. When I pulled out the pillow from the box and packaging, the pillow expanded and became instantly plush. The pillow is soft, but firm at the same time. It's the perfect balance for a good night's sleep. I have back problems and some pillows don't give me enough support, but this pillow was perfect and I slept the entire night without waking up. It conformed to my body and gave me the support I needed for a good night's rest. I highly recommend.