Shipping policy
Where we ship
We ship within the continental United States only.
We cannot currently ship to Alaska or Hawaii, because our fulfilment centre does not serve them. Those addresses are refused at checkout rather than accepted and then cancelled. We do not ship internationally, and we do not ship to freight forwarders.
What shipping costs
Shipping is free on every order. There is no minimum, no threshold to reach and no surcharge at checkout. Prices on this site are in US dollars.
How long it takes
Two separate clocks make up the wait, and it is worth knowing which is which.
- Processing: 1 to 5 business days. Your order is picked, packed and labelled at our fulfilment centre in the United States. This is where most of the wait sits.
- Transit: 2 to 4 business days. Parcels travel by USPS once they leave the building.
So in practice, expect your order 3 to 9 business days after you place it. Business days exclude weekends and US public holidays. Orders placed on a Friday evening begin processing the following Monday.
Larger orders and the weeks around major holidays can run longer. If your order is going to be materially late we would rather tell you than let you wonder — email us and we will look it up.
Tracking
You will get a confirmation email when you order and a second email with a tracking number when the parcel actually ships. Tracking can take up to 24 hours to show any movement after it is issued; that is normal and does not mean anything has gone wrong.
If you have not received a shipping notification within 7 business days of ordering, email info@getnape.com with your order number.
Getting the address right
We ship to the address you enter at checkout, exactly as you enter it. Please check it before you pay — particularly apartment and unit numbers.
Once an order has entered fulfilment we cannot redirect it. Orders that fail to deliver because of an incorrect or incomplete address, or that are returned because nobody collected them, cannot be refunded. If you spot a mistake, email us immediately and we will try, but we cannot promise to catch it in time.
If something goes wrong in transit
If your parcel arrives damaged, arrives with the wrong item in it, or does not arrive at all, contact info@getnape.com within 30 days of delivery — or within 30 days of the estimated delivery date if it never showed up. Photographs of the damage and the outer packaging help. We will replace it or refund you in full.
Please tell us inside that 30-day window. Our fulfilment partner works to the same deadline, and after it passes we lose the ability to make a claim on your behalf.
Delays we cannot control
Once a parcel is with USPS it is subject to their network. Weather, carrier backlogs and holiday volume can add days, and we have no way to speed a parcel up once it has left. We will always help you trace it.
Questions
Email info@getnape.com.
NAPE is a trading name of MB Emiads, Linkmenų g. 42-259, Vilnius LT-08217, Lithuania. Orders are fulfilled and dispatched from the United States.