Question 1

Is the FaceCradle strap safe?

Accepted Answer

Absolutely! FaceCradle is designed with safety as a top priority. The safety harness includes a built-in release clip, similar to an ID lanyard, which opens under pressure but won't release during normal use. The connector clips are also designed to release with excessive force. Remember, your seatbelt is your primary safety device and will keep you secure in your seat. In emergencies, like carry-on bags with straps, your FaceCradle should be stored away. In case of an immediate impact, FaceCradle acts as a cushion to protect you.

Question 2

Will the strap cover the TV behind me?

Accepted Answer

In short, no.  The strap will attach to the winged part of the headrest.  See the video below. Where there is no winged headrest, the seat is configured for domestic or short haul and in most cases here, there is no TV behind.  In the rare incidence where there is a TV behind with no winged adjustable headrests, you can politely inform the person behind that you will be sleeping with your seat forward, not reclined and ask if they would be so kind to push the strap aside, if it gets in their way.  If you feel you don't want to do this, you can configure the pillow in several other positions without using the strap.  See our video under "How it works".
https://www.youtube.com/watch?v=yeRTfcb5W74

Question 3

Are the covers removable and washable?

Accepted Answer

Yes, both covers are removable and can be washed and dried according to the instructions sewn into the seam inside one of the covers. Please see this video on how to remove the covers: [Removing the Covers](https://youtube.com/shorts/K1wo1Zm_N2I?si=CP0SLJ-jD2Ut9OY5). Each arm of the pillow has 3 "legs" that slide into the green square tube. The middle leg is spring-loaded with a locking tab to prevent the black arm from coming out of the green square tube. To unlock, push down these tabs as shown. You can either depress the middle leg and pull apart or press the locking tab down. If you find it tight removing the cover over the green buttons, simply squeeze the buttons to make it easier.

Question 4

What's the difference between the FaceCradle Models?

Accepted Answer

The Wanderlust Models I & II
These are our latest design with optimized internal frames to an improved strength and flex, and a size that is not too big, or too small.  It suits all Adults and Children over 5 y.o..

Both models have exactly the same internal frames, memory foam, hinges, removable covers with zippers etc.

Wanderlust I has all brushed velour fabric.  Two, has twin fabrics, the outside brushed velour and the inside (where it mainly contacts your neck and face) is a high tech, more breathable material, designed to be cooler on the skin.  T

Wanderlust II also comes with an accessory set (scroll through the product images to see details) including the essential things to help you sleep and keep your FaceCradle clean;  light blocking eye mask, noise reducing ear plugs and protective draw string bag.  The safety harness (strap) is included in both models.

Original (no longer made) this model was our very first.  Launched on Kickstarter in 2016 it generated world-wide fame setting all time records.  With over 250M views on social media we have now retired it to pasture given the significant upgrades and improvements made to the Wanderust range.
 
Tripster (no longer made) was the same as Original however it was the value version with polyester removeable covers with pillow case ends. (no zippers). 
 
If you prefer convenience and portability, choose Wanderlust.  If you like a bigger pillow choose either Original or Tripster.   All models provide substantially more comfort options and support than any other travel pillow.
 
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Question 5

Is FaceCradle suitable for heavier individuals?

Accepted Answer

Absolutely! FaceCradle is designed to spring and flex, ensuring it won't break even for heavier users. The internal frames are made from fiberglass-reinforced material, similar to a fishing rod. Since over 80% of your body weight is supported by the seat, the pressure on your FaceCradle is minimal. In extreme cases, the harness is designed to separate from the buckles without breaking any parts. With over 400,000 units manufactured, there hasn't been a single breakage in typical use. Rest assured, it's highly durable!

Question 6

I have lost my safety harness, what can I do?"

Accepted Answer

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Replacement harnesses are available to order from our shop, here on this website.

Question 7

What should I do if my FaceCradle has a chemical smell?

Accepted Answer

If your FaceCradle has a chemical smell, don't worry. It contains some plastic, non-toxic parts, and the odor usually disperses during the manufacturing process. However, it can get trapped inside the plastic protective shipping bag. Once you remove this bag, the odor should dissipate within 2-3 days. If you have a very sensitive sense of smell, you can remove the covers and wash them following the instructions above.

Question 8

What should I do if the strap comes out of the cam lock?

Accepted Answer

If the strap comes out of the cam lock, don't worry! Watch this video for a step-by-step guide: [Re-threading the Strap](https://youtu.be/gQc_hdiY2_I?si=bK2kQ8eTusx067Pu). Note that all models now include an end tab to prevent the strap from pulling through. While it might be a tighter fit to re-insert the end, it should still be relatively easy to do.

Question 9

A harness clip has become jammed in the buckle. How do I release it?

Accepted Answer

This happens by a misalignment of the clip when inserting.  Make sure you connect both left and right legs of the clip evenly and push the clip in straight.  This will avoid future jamming.  To release is simple with a flat blade screwdriver.  Please see this video.
 
https://www.youtube.com/watch?v=7XGa7WRCrTc

Question 10

What is the Warranty Policy?

Accepted Answer

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FaceCradle is guaranteed for life against manufacturing or design related fault.  We will replace the product or parts where necessary.  
 
We know through years of experience that FaceCradle works.  It is by far, your best option for sleep in economy.  It is highly durable and extremely comfortable.   It does take a little getting used to as there are many adjustable comfort options.  
 
If you see a picture of a position you think would work for you and the first time you try it, you can't get comfortable, don't be afraid to try the many different adjustment options.  Play around with the pillow angle.  Close one hinge and open the other.  Extend the distance between the pillows.  Adjust the strap length.  Attach it to the armrest or the winged part of the adjustable armrest.  There are countless comfort options.
 
Whilst we will always chat to you to find the solution that suits you best, we don't offer a refund or replacement if you accidentally damage the product, you changed your mind or made a mistake.   If we were to do this, we cannot re-sell the item due to cleanliness and health standards, so we would be forced to put it into landfill which is not an acceptible option for the environment.  It would also mean inflating the price of the product to everyone to cover the cost of doing this.

But please, don't ever walk away from us angry.  We think we are very nice people, just like you so we will find a solution for you.  
 
You can read more detail in our Shipping and Returns page or feel free to Contact Us at any time.

Question 11

Do airlines allow FaceCradle on board.

Accepted Answer

FaceCradle is a travel comfort device.  Of course it is permitted on board any airline.

Some airline flight attendants can, however, confuse FaceCradle with other travel accessories.
We are aware that two travel accessories were banned from airlines.

1. A wedge that is placed in the seat in front, to stop it from reclining.  This cause arguments on flights.

2. A device that enables a person to sit with their legs up.  This blocked the area where you would normally put your feet and was considered a tripping hazard in case of emergency and stopped other passengers from getting out of their seat to go to the bathroom (for example).

Occassionally we hear from our customers that an airline has stopped them from attaching the FaceCradle safety harness (strap) to the seat.   This is where a flight attendant has usually become confused with the "accessory ban".  There is no logical reason why an airline would ask you to disconnect your FaceCradle strap from your seat.

FaceCradle is a device that gives you more sleep on a long haul.  This increases your health and wellbeing.  Lack of sleep causes accidents and decreases your immunity to disease.  If in case of an emergency, FaceCradle is quickly packed away, when the fasten seatbelt sign is illuminated.    It has a built in safety release mechanism.  It is also a pillow, so if it is not packed away in an emergency, it could possibly act as a protective device for your face or head.  Like a travel back with a strap, when the fasten seatbelt sign is illuminated and/or in case of emergency,  your FaceCradle is no different and can be packed away.

As at the time of updating this FAQ point, no airline has posted anything on their airline ticket, website or any terms and conditions of travel, that relate to this issue.

IMPORTANT - Never argue with a flight attendant.  On the rare occasion, if they insist you remove your strap from the seat, do as requested, then politely explain the above and ask their permission to use it.   In all cases, without the strap attached, there should be no reason not to use your FaceCradle in any of the adjustment positions.

Question 12

How much does the FaceCradle weigh and what are its dimensions?

Accepted Answer

The FaceCradle Wanderlust models weigh 0.43 kg (1.65 pounds). Typically, travel pillows like FaceCradle are not counted towards an airline's carry-on weight limit. You can use the attachable strap to carry your FaceCradle like a shoulder bag, making it lightweight and convenient. When closed, its dimensions are 26 cm (10.2 inches) long, 21 cm (8.27 inches) wide, and 8 cm (3.15 inches) thick.

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