knowledgebase

When you sign up for Napsgear, you have two different accounts: your napsgear.org and napshelp.com account. Napsgear.org is where orders are placed. Napshelp.com is where you can communicate with our staff. Unfortunately, we must use different sites, as it helps preserve your security. Once logged in/registered, click on “Submit a ticket”. Please provide as many details as you can to expedite our review process. Someone will be in touch with you, usually within a few hours. If you encounter any problems using the directions provided, please contact our Live Chat service located on the right-hand side of either site.

How do I reset my password?

If you’ve lost your password just click the “Forgot your password?” link on the My Account login page. Enter the e-mail address associated with your account and we will e-mail mail you a new password. If you don’t receive that e-mail within a few minutes, please check your junk mail folder or spam folder. Some e-mail programs may mistakenly misroute your confirmation e-mail. We recommend that you add NapsGear.org as a safe sender to ensure proper e-mail delivery. Please contact our customer care department in case you still do not receive emails from us.

How do I create an account?

You can create your account here. An account is required to place an order on our site.

What if something is out of stock?

NapsGear inventory is updated daily. In the rare instance that we discover an item out of stock in your order, we will contact you immediately to discuss your options.

How do I view my order history?

As a security measure, we will purge orders 4 months or older.

What forms of payment do you accept?

Our available payment options are Bitcoin, Litecoin, Western Union (online payments are accepted), Moneygram (online payments are accepted), Zelle (online payments are accepted), and RIA. Debit cards may be used to fill your Bitcoin and Litecoin wallets. Any unlisted payment methods are not accepted. Detailed directions are provided in checkout, once your selection is made.

How do I pay for my order?

What if my items were wrong or damaged?

Please accept our apologies for the possible shipping error! Though rare, at times shipping errors may occur. Please Contact us and attach a photo of the envelope or box – showing your tracking, shipping address, etc. Within the same photo or a second, please include everything that was in the package (ALL of the received items). Upper management will review your case for any needed action.

Your file cannot exceed 1 MB. Your file will not attach otherwise.

What is your policy for "high-risk" countries?

We have a strict no-reship policy with any high-risk countries. This includes, but is not limited to, Africa; APO/FPO; Australia; Brazil; Canada; New Zealand; Singapore; Spain; and Italy. If you are unclear of your country’s risk status, please contact our 24/7 Live Chat or submit a ticket. Though your country may not be on the list, your country may be a high-risk country. These terms must be agreed upon, in checkout, to place your order. Due to strict customs clearance regulations, we do not ship to Netherlands, Finland, Norway, Sweden, France, Germany, Hungary, Austria, Slovakia, Czech Republic, Switzerland, Russian Federation, Belarus, and Ukraine.

How long does the shipping process take?

Click the tracking number on your order page and select the available tracking link to follow-up. Your order page can be found here. There are two sets of customs for internationally shipped orders: the origin country (from the shipper) and the destination country (you). The customs processing time is not linear, consistent, nor predictable. It’s not irregular for delivery to occur anywhere between 1 and 4 weeks, given customs required approval. For this reason, we require 30 full days of transit time before we rule out delivery. If no delivery occurs by then, we can review your case and discuss any potential options to resolve the matter.

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