FAQ
Common questions
Can't find your answer here? Email thenorrstore@gmail.com and a person will reply within 1 business day.
What is Nape?
Nape is a heated neck massager with a contoured support ridge of about 40°, 3 heat levels and 3 massage levels. You lie back on it for about 15 minutes so the muscles that hold your head up all day can rest. It's made for comfort and temporary relief of minor neck tension.
How do I use it?
Plug in the USB cable, set Nape on your bed, couch or floor, and lie back so the ridge sits in the curve of your neck, not under your head. Start on low heat and massage level 1. Rest for about 15 minutes, 20 at most. To sit up, roll to your side first.
Never use it while sleeping, and don't fall asleep on it.
How is it different from a heating pad or a massage gun?
A heating pad gives you warmth, and a massage gun is something you hold and aim, usually sitting up. In both cases your neck is still holding your head up. With Nape you lie back, so the pillow carries the weight of your head while the ridge, the heat and the massage do their work.
Is Nape a massager?
Yes. The ridge has a built-in vibration massage with 3 levels that runs alongside the heat, so you can keep it gentle or turn it up while you lie still.
What do the heat and massage levels do?
There are 3 heat levels and 3 massage levels. Start low, then turn things up once you know how your neck likes it. If your neck is very tight, the first sessions can feel intense, so try 5 minutes on low heat and build up from there.
How is it powered?
Nape runs on a USB cable that plugs into a phone charger or power bank, so there's no battery to charge and nothing runs out halfway through a session.
What size is it, and will it fit me?
Nape is a pillow-sized cushion built to sit under the curve of your neck. If you want to know more about the size before you order, email us. You can also try it for 30 nights and send it back if the fit isn't right.
Is it safe for everyone?
Nape is a general wellness product, not a medical device. Please keep these in mind.
- Don't use it on broken or irritated skin, or on an acute injury.
- Don't fall asleep on it, and keep sessions to 20 minutes at most.
- Talk to a doctor first if you are pregnant, or if you have a pacemaker or other implanted device, a circulatory disorder, blood clots, nerve damage, reduced sensitivity to heat, a recent neck injury or surgery, or any medical condition.
- Stop and see a doctor if you feel sharp, sudden or unexplained pain, or if you get numbness or tingling.
How much is shipping, and when will it arrive?
We ship to the US only. Orders are processed in 1 to 3 business days, and the pillow ships from our fulfillment partner overseas. Standard shipping is free on every order, and most orders arrive 7 to 12 business days after ordering. Express is $15, and most orders arrive 5 to 8 business days after ordering. You'll get a tracking email when your order ships. Delivery estimates aren't guaranteed.
More detail is on our Shipping Policy.
How does the 30-night money-back guarantee work?
Use Nape for up to 30 nights from delivery. If it isn't for you, email thenorrstore@gmail.com with your order number and we'll walk you through the return. You don't need to give a reason, and used is fine. Once your return arrives, we refund you within 5 business days.
The full terms are on our Refund Policy.
What if my order arrives damaged or doesn't work?
If it doesn't work, email your order number plus a photo or video and we'll send a replacement or a full refund, your choice, and we won't charge you for return shipping. If it arrives damaged and you added Shipping Protection, email us a photo within 30 days of the expected delivery date and we'll reship it free. Without Shipping Protection, we'll help you file a claim with the carrier.
What is Nape 3-Year Protection?
It's an optional add-on for $9 per pillow that you can choose on the Nape page, so a Gift Pair is $18. If the heat or vibration stops working within 3 years of delivery, email us your order number and a photo or video and we'll send a replacement free. The full terms are in our Terms of Service.
What is Shipping Protection?
An optional $5 add-on, one per order. If your order is lost, stolen or arrives damaged in transit, we reship it free. It isn't refundable. Details are in our Shipping Policy.
How do I contact you?
Email thenorrstore@gmail.com. Include your order number if you have one. We reply within 1 business day.