Frequently Asked Questions

How long does shipping take?

Orders are processed in 1–3 business days and typically arrive 3–5 business days after that. We ship free from a warehouse in the United States — nothing comes from overseas.

Do I get a tracking number?

Yes. You will receive an email with tracking as soon as your order leaves the warehouse. Tracking can take up to 48 hours to activate in the carrier's system, so don't worry if the link looks empty at first.

How long do I use it for?

About fifteen minutes is the sweet spot. The Therapy Pillow shuts itself off after 30 minutes, so you can fall asleep with it on without worrying.

How hot does it get?

Comfortably warm, not hot. The heating layer is thermostat-controlled, which means it reaches a set temperature and holds it rather than climbing. You can also use the pillow with heat switched off if you prefer just the vibration.

Can I use it every day?

Yes. It is designed as an evening routine rather than an occasional treatment. Most people use it while reading, watching something, or winding down before sleep.

Will it help my neck pain?

Norra products are wellness products designed for warmth, comfort, and relaxation — they are not medical devices, and we won't claim they treat a condition. If you have persistent pain, an injury, or a diagnosed spinal issue, speak with a doctor before using any recovery device.

Does it need batteries or an app?

Neither. It plugs into a standard outlet with a 4.92 ft cable and works with physical controls. No pairing, no account, no subscription.

Is it noisy?

The vibration motors produce a low hum — quieter than a phone on a table, and easy to have on while watching TV or falling asleep.

What if it arrives damaged or stops working?

Email us with a photo or short video and we will replace it at no cost to you. You will not need to ship the faulty unit back.

Can I return it if I simply don't like it?

Yes, within 30 days of delivery, provided the item is in its original condition and packaging. Return shipping for change-of-mind returns is the customer's responsibility. See our Refund Policy for full details.

Will my two items arrive together?

If you order both the Therapy Pillow and the Lumbar Cushion, they may ship in separate packages and arrive on different days. You will get tracking for each, and you are never charged extra for shipping.

Do you ship outside the United States?

Not at the moment. We ship within the US only.

How do I clean it?

Wipe the cover with a slightly damp cloth and let it air dry. Never submerge the unit or put it in a washing machine — it contains electrical components.

Still have a question?

Email us and we will get back to you within one business day. A real person reads every message.