Refund Policy

The 30-night money-back guarantee, in plain English

Try Nape at home for up to 30 nights from delivery, as shown by carrier tracking. If it isn't for you, send it back for a refund. You don't need a reason, and used is fine.

How it works

  1. Email us. Write to thenorrstore@gmail.com with your order number, within your 30 nights.
  2. Get the return address. We reply within 1 business day with where to send it.
  3. Send it back. Pack Nape up and ship it to us. You pay for return shipping, and we recommend a tracked service.
  4. Get your refund. Within 5 business days of your return arriving, we refund the purchase price, including any shipping you paid on your order, minus a $10 restocking fee, to your original payment method. Your bank may take another 5–10 business days to show it.

What's covered

  • One Pillow orders: a refund of the purchase price, minus the $10 restocking fee.
  • Gift Pair orders: return both pillows for a refund of the Gift Pair price. Or return one and we'll refund half the Gift Pair price. The $10 restocking fee applies once per return.
  • Used pillows are fine.
  • Express shipping, if you paid for it, is refunded too.
  • Return shipping costs are paid by you and aren't refunded.
  • Nape 3-Year Protection is an optional add-on and is not refundable, including when the pillow is returned.
  • Shipping Protection is an optional add-on and is not refundable, including when the order is returned.

Damaged or defective

  • Defective: email your order number plus a photo or video. We'll send a replacement or a full refund, your choice. We don't charge return shipping or a restocking fee for defective items.
  • Damaged in transit: orders with Shipping Protection are reshipped free. For orders without it, see "Lost, stolen or damaged orders" in our Shipping Policy.

The fine print

  • The 30 nights start at delivery, based on carrier tracking.
  • Please email us within the 30 nights. Emailing within the window counts, even if the package ships back a little later.
  • Returns sent without contacting us first may be declined.
  • We ship to the US only, so this policy covers US orders.
  • Refunds go back to the original payment method.

Questions

Email thenorrstore@gmail.com. We reply within 1 business day. Shipping details are in our Shipping Policy.