Store policies
Plain-language policies. Questions about any of this: .
Shipping
- We ship to the United States and Canada. Shipping is free and tracked on every order.
- Orders are processed and dispatched within 1–3 business days.
- Delivery usually takes 7–14 business days after dispatch. Remote areas and peak holiday periods can take longer.
- Your tracking number is emailed to you once your order ships. You can follow it on our tracking page.
- Orders ship from our fulfilment partner's warehouse. Items in a multi-item order may arrive in separate packages.
- Canadian orders: prices are in US dollars. Orders are shipped from outside Canada, so the carrier may collect GST/HST (and any import fees) on delivery.
30-day comfort guarantee, returns & refunds
- If you're not happy, email us within 30 days of delivery with your order number.
- We'll reply within 2 business days with return instructions. Items should be returned with all parts.
- Once the return is on its way (tracking provided), we refund the full product price to your original payment method within 5–10 business days.
- Arrived damaged, faulty or wrong? Email a photo or short video within 14 days of delivery and we'll replace it or refund you in full — no return needed.
- Order not arrived within 30 days of purchase? Contact us for a free replacement or full refund.
Safe use
- Use for 10–15 minutes per session. Turn heat and vibration off before sleeping.
- Don't use if you have a neck or spine injury, a pacemaker or other implanted device, or are pregnant, without your doctor's approval.
- Don't use heat on numb skin, inflamed areas or open wounds. Keep away from children unsupervised.
- Napewell is a comfort and relaxation product, not a medical device, and is not intended to diagnose, treat, cure or prevent any disease.
Privacy
- We collect your name, email, phone, shipping address and order details only to fulfil and support your order.
- Payments are processed by Stripe. We never see or store your full card number.
- Your name, address and phone are shared with our fulfilment partner and carrier only to deliver your order.
- We use the Meta Pixel to measure our ads (pages viewed, add to cart, purchase). You can block it with your browser's privacy settings or an ad blocker.
- Your cart is stored in your browser only. We don't sell your personal data. Email us to access or delete the data we hold about you.
Terms
- Prices are in US dollars and include free shipping. Any applicable sales tax is shown at checkout.
- If an item becomes unavailable after you order, we'll let you know and refund you in full.
- Discount codes can't be combined unless stated.