Shipping & Returns

Shipping and returns, in short

We ship to the US only. Standard shipping is free on every order, and every order has a 30-night money-back guarantee.

Processing and delivery

Orders are processed in 1–3 business days. Nape ships from our fulfillment partner overseas, and every order gets a tracking email when it ships.

  • Standard: free. Most orders arrive 7–12 business days after ordering.
  • Express: $15. Most orders arrive 5–8 business days after ordering.

Delivery estimates aren't guaranteed.

Lost, stolen or damaged orders

  • With Shipping Protection: if your order is lost, stolen or arrives damaged, email us within 30 days of the expected delivery date and we'll reship it free.
  • Without it: if your tracking hasn't moved for 10 business days and the package was never marked delivered, email us. If the carrier confirms it's lost, we'll send a replacement or a full refund. For a package that's marked delivered but missing, or damaged in transit, we'll help you file a claim with the carrier.

Full details are in our Shipping Policy.

The 30-night money-back guarantee

  1. Use Nape for up to 30 nights from delivery, as shown by carrier tracking.
  2. If it isn't for you, email thenorrstore@gmail.com with your order number. You don't need a reason.
  3. We reply within 1 business day and walk you through the return.
  4. Send it back. Used is fine. Once it arrives, we refund you within 5 business days. Your bank may take another 5–10 business days to show it. The full terms are in our Refund Policy.

Gift Pair

Return both pillows for a refund. Or keep one and return the other, and we'll refund half the Gift Pair price.

Defective items

If Nape arrives defective, email your order number plus a photo or video. We'll send a replacement or a full refund, your choice, and you won't pay return shipping.

The full policies

Questions? Email thenorrstore@gmail.com. We reply within 1 business day.