SHIPPING, RETURNS & refunds
Shipping Policy
Your FaceCradle store order will be picked, packed and despatched within 2 working days and shipped by air using only reputable and reliable carriers. You shall receive an email from us with the order tracking information, once your parcel has been packed and is ready to go. This is the international outbound carriers tracking site. You will likely see another link on that page, that refers you to your local inbound carriers website. It is helpful to click this to see more accurate information.
Transit time.
Our standard free shipping from our warehouse in Asia, normally takes between 8-14 business days. For our optional priority shipping (available at check out) the service is 5-8 business days. Add a few days if you live in a remote area or for delays due to local customs clearance, poor weather conditions, health restrictions or other issues outside of our control. During peak gift giving season higher freight demand can also cause delays. We appreciate you may need your delivery for a pending trip however we are not responsible for the timeliness of a third party carrier and their related delays. We will, certainly, do everything we can to help by tracking and if needed, contacting the carrier. Your patience and assistance is very much appreciated.
Kindly remember our fulfillment centre does not operate on weekends or public holidays and therefore our quoted delivery times are "business" days.
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In preparation for the delivery.
Please be sure that someone is at the delivery address you provide during busines hours to avoid your order being returned to sender.
If your order is late or no movement is shown on the tracking or the tracking appears to have stalled or the parcel lost, for your quickest solution, please firstly contact the inbound (local) carrier quoting your tracking number. If this doesnt help, please contact us and we will try ensure the parcel gets to you. Please note, we are not the freight company and whilst late or missing deliveries are not the norm, they are beyond our control. We will do our best to help you locate your order and get your delivery to you.
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Delays or cancellation at the US Border. Recent changes in tariffs in the USA may cause an inbound carrier to contact you, to request payment for additional (recently changed) taxes. You need to contact them urgently to avoid your order being destroyed or returned to sender. If this happens HT is not responsible to replace or refund your order. Please respond to your freight related messages urgently. Kindly note the amount you paid for tax on your invoice. That is the amount included in your order. If the net amount is higher, HT has not charged you and it is an unplanned tax you have not paid for. You need to pay it or risk having the parcel returned to sender or destroyed.
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When your tracking information shows "returned to sender" your local freight service will not return the parcel to us in our warehouse in Asia. The parcel is considered gone, or destroyed. In most cases this is because the parcel was not collected after the freight company had notified to do so. HT is not responsible to re-send or refund orders/parcels that have been returned to sender. HT may offer you a significant discount on another order at HT's discretion.
Kindly note if the parcel is confirmed on the tracking information to have been delivered to the nominated address but the purchaser claims not to have received it, the first step is to check the post box for a collection card or your text messages. Check others at the address to see if they may have received the parcel. You are also recommended to call your local office of the freight company nominated on your tracking information and provide them with your tracking number for investigation.
If the freight company confirms delivery and after the steps described in the above paragraph, have not located the product, it is the purchasers responsibility and no replacement or refund will be provided. If theft is a possibility the purchaser is recommended to contact their local police or insurance company (if insured).
Remember to contact us at any time and we will help you in any case.
For further information please read our Return and Exchange Policy or email us at contact@facecradle.com
Return, Exchange & refund Policy
Your FaceCradle product is shipped in perfect condition and is guaranteed for life against manufacturing or design related fault. It has been stringently designed, developed and tested to endure all the riggers of typical use. We know the product works better than any travel pillow. That is why we stand behind FaceCradle and have full confidence in its performance.
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To protect the environment, our policy does not support dumping to landfill or use of additional energies to refund, replace or repair FaceCradle, if the purchaser ordered by mistake, or the product was damaged during use. FaceCradle is a product which needs to be clean if others are to use it. Hairy Turtle Pty Ltd (HT) is therefore not able to receive a used product back and offer it for re-sale. We do not have a second-hand dealers license.
Where the purchaser has deemed the product to be faulty but the fault is unclear, HT reserves the right to request the purchaser to provide photographic evidence of the condition and to make the fault classification at their sole discretion. The classification shall be made in the following areas with the fault types and action.
Manufacturing or Design Related Fault.
Should the product be determined by HT as a Manufacturing or Design Related Fault, they will be returned at HTs cost and discretion or authorised for scrapping. A replacement of equivalent specification shall be sent by the same freight service of the original purchase at no charge to the purchaser. Should a part of the product be faulty, HT reserve the right to send only the part as a replacement, provided it can be easily assembled and such assembly instructions, are provided.
Transit Damage
Product to be returned at HTs cost and discretion. A replacement of equivalent specification shall be sent by the same freight service method of the original purchase, at no charge to the purchaser.
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Broken during use.
The product shall not be replaced or refunded, however where a grey area exists between a manufacturing or design related fault, HT may at its discretion, decide to replace the product. In such case, it will be after friendly discussion with the purchaser.
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Mistake during purchase
HT products are generally for personal use where health and sanitary issues are important. We cannot therefore resell a returned product. HT also, for the protection of our environment, does not support unnecessary energies required to return and place a product into landfill if the purchaser made a mistake by ordering the wrong model, changing their mind or misunderstanding what the specification was by not reading the information provided. In these circumstances is better to give the product to a friend or family member or offer it for sale in the local used product market. HT will however, always assist the purchaser to resolve the matter to mutual satisfaction after a friendly discussion.
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Late or lost delivery
See our shipping policy above.
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Not satisfied with the product
Due to our long experience with FaceCradle and our customers, in most cases of dissatisfaction, it is because all the adjustable positions and comfort options have not been tried correctly, or the user has not taken enough time to learn how to use the product effectively. Adjusting your FaceCradle sometimes is not easy with first use, but it takes less than a few minutes to overcome this. You can try asking a more mechanically minded person to help you, if you are unable to use it comfortably. We ask purchasers to first, please give us the opportunity to chat to you about your concerns, so we can help you. Comfort and sleep during transit is very important to your health and wellbeing, so it is worth the time to have this chat.
We stand by the statement that "FaceCradle is your best option for sleep in economy class. That is why we provide a lifetime warranty against manufacturing or design related fault. Sometimes the purchaser may be mad about a late delivery or a misunderstanding and rather than dismiss a great product that can provide so much benefit, we think it is in their best interest to have a friendly chat with us, to ensure you get the best benefit from this brilliantly designed product.
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Evidence of Fault, Proof of Purchase, & Refunds.
In all of the above cases, the purchaser is required to provide evidence of what they believe to be the fault or concern. Where the fault is physical damage to the product, photographic evidence is required to clearly show the fault from more than one angle to enable HT to make a reasonable assessment. Such assessment shall be at the sole discretion of HT but will not be made unreasonably.
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Proof of legitimate purchase is required before any guarantee is provided by HT. The purchaser must provide a copy of their purchase receipt from an authorized seller of HT products if requested by HT. The guarantee does not apply to second hand products.
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The HT guarantee policy is essentially to replace the product where the fault is caused by something HT have done wrong. A refund by HT shall not be provided unless unique circumstances prevail and such decision shall be based on its sole discretion, after friendly discussion with the purchaser.
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Local taxes and customs duty.
Unless otherwise indicated at check out, your order does not include local taxes or customs duty which may be charged when your parcel enters your local customs. For further information about taxes in your country please email us at contact@facecradle.com.
Our only goal is to help you get more sleep in transit. Contact us and you will find we are very helpful.
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