FACEPLANTShipping, tracking and returns
Everything about getting your FACEPLANT Pot to you, following it on the way, and what happens if it turns up damaged.
This page is the plain-English version. The official policies are the shipping policy and the return and refund policy, and those are the ones that govern your order.
Shipping
United States only. Standard shipping is free on every order and takes about 3 to 5 business days. Express is $15.00 and takes about 1 to 2. Orders are processed in 1 to 2 business days, and delivery estimates start from the day it ships, not the day you order.
Read the full shipping policy →Tracking your order
When you get your tracking number
You get a confirmation email the moment you order, and a second email with a tracking number as soon as the parcel is handed to the carrier. That is usually 1 to 2 business days later.
If tracking has not moved
Tracking can take up to 48 hours to show its first scan, and it can sit still for a day or two in transit. That is normal and it does not mean the parcel is lost.
If it still has not moved after 7 days
Email faceplantchat@outlook.com with your order number and we will chase the carrier. If it is genuinely lost we send a replacement at no cost to you.
Marked delivered but not there
Check with anyone else at the address and look around the property first, then email us within 7 days of the delivery scan and we will open a claim with the carrier.
Returns and refunds
What counts
- The pot arrived cracked, split or physically damaged.
- The screen does not light up, or the face does not display.
- A sensor reading is clearly wrong or missing and a reset does not fix it.
- The pot will not charge or will not hold a charge.
- Part of the order is missing from the box.
How to report it
Email faceplantchat@outlook.com within 7 days of delivery with your order number, a sentence on what is wrong, and a photo or short video showing the problem. The photo is what lets us approve it quickly, so send it with the first email.
We reply within 1 business day. If it is approved you choose a free replacement or a full refund, and refunds reach the original payment method within 5 to 10 business days.
Read the full return and refund policy →Still need a person
Email faceplantchat@outlook.com. We answer within 1 business day, Monday to Friday. Include your order number and it will be faster.
Refund policy · Shipping policy · Privacy policy · Terms of service