Frequently Asked Questions

DELIVERY AND ORDER RELATED QUESTIONS

Q - Where can I get it? 

A - FaceCradle is now in stock here at www.facecradle.me. There are 4 different colours to choose from, we hope you like them.

Q - Where is my order?

A -  All Kickstarter and Pre-Orders have been shipped.  For KS you must have completed the check out process by clicking on the link sent to you from rewards@facecradle.me.

For these and all other online orders, when your order has been shipped you will receive an email with the tracking details.  You can check the progress on either www.far800.com or www.17track.net.  These are multi carrier tracking sites to cover over 40 freight companies we use world wide.

If you have not received your tracking number or the product has not arrived by the time indicated, please email our help desk mail@facecradle.me and we will check the status and make sure you get your delivery.

PRODUCT QUESTIONS

Q - Will the strap/harness interfere with the screen behind?

A - In most cases no!  On long haul flights where you are most likely to use the strap, almost all seats have winged headrests.  The straps are attached to these and don’t go around the back of your seat. 

See this video on how to attach the straps to a winged headrest.

If the seat does not have a winged headrest, very often there is no screen behind, as it is a budget airline.

If there are screens with no headrest wings, globally this is rare but then it’s only a polite conversation with the person behind before you sit down.  You would advise them that you will be sleeping with a FaceCradle, which means you don’t need to recline your seat (they will love that).  Suggest they may need help to make sure the strap doesn’t interrupt their viewing, so if it does would they mind adjusting it for you.

If you feel uncomfortable about talking to the person behind, then you will use Modes 1-3 with no problem and your FaceCradle is still better than a regular neck pillow.  For more information, you can view our video on how to attach the strap under "how it workds" and further read our FAQ’s.

Q - Will airlines ban FaceCradle?  Will the strap strangle me?

A - Airlines do not consider travel pillows as a product considered as ‘dangerous goods’ for use in the cabin of an aircraft.  FaceCradle is made of memory foam which could act as a protective device when in use.  With regard to the harness, it is only used in 2 of the 5 modes we call Deep Sleep as described on the product packaging.  It is important to note that Deep Sleep Modes are similar to an airline emergency brace position although it is possible, when asked to fasten seat belts for pending turbulence or emergency, an airline may ask a person to fold down and detach their FaceCradle.

In Deep Sleep Modes the strap attaches to a frame which is internal of the pillows.  When the user leans into the pillows they connect with their chest and face/head.  If the user is pushed forward quickly (for any reason) of course they are retained by their seatbelt primarily but the pillows act as a protective device to support the head and body.   If extreme force is applied to the straps, they are designed to separate from the frame.  The straps do not connect around a person’s neck and are considered no more dangerous than a carry-on bag with shoulder straps.  FaceCradle has been used on many flights to date with no issues from airlines. 

FaceCradle was shortlisted for an airline industry passenger comfort award.

It is important to note that your seatbelt is your primary safety device that will hold you in your seat during any turbulence or sudden movement so it should be worn at all times when using FaceCradle.

Q - What is the maximum weight a FaceCradle will hold?

A - Firstly, FaceCradle is designed so a relatively light load is applied to it when in use.  This does not mean that it will break.  To the contrary, about 80% of your body weight is transferred to the base of the seat, not to the FaceCradle.  So depending on the angle you lean forward in deep sleep mode (the further forward the more load) no more than 20% of your body weight is ever applied to the FaceCradle. 

We do it this way, so the pressure on your head and face does not become uncomfortable.

For example, a 100kg person applies less than 20kg of weight to the upper and lower pillows combined.  This weight is held over your head, upper body and chest and the spread is transferred through the internal reinforced frame to the metal hinges and then to the straps which are anchored to your seat.

Q - Can I wash the FaceCradle?

Your FaceCradle comes with removable covers made of brushed velour and should be hand washed. They can also be dried on a warm setting in a clothes dryer. Please see this video on how to remove the covers: 

Q - My strap has come out of the buckle.  How do I fix it?

A - Please see the following video on how to re-thread the strap into the buckle.

Q - Am I able to use my FaceCradle in a car?

A - Yes, but if you want to use Deep Sleep Modes you must have a car with a headrest to attach the strap. It is not recommended to use Deep Sleep Mode in a car with no rear seat belts or no airbags and of course, never while driving!

Q - What is the material inside the pillows?

A - The pillows are made of hypoallergenic memory foam and reinforced with an internal glass filled nylon frame.  The frame is designed to flex like a fishing rod or golf club shaft and provide a spring for extra comfort.

Q - Is the FaceCradle suitable for children?

A - Yes, normally there is no problem, however if you want to use Deep Sleep Mode (front, face down) check that your child’s head is not too small which may find their face/head slipping through the middle of the U shape.

Q - Will people look at me strangely when using Deep Sleep Modes?

A - Not at all in 3 of the 5 modes.  The two Deep Sleep Modes attract comments from the self conscious but honestly nobody cares what you look like when the lights are out in the cabin at 30,000 ft when everyone is trying to get to sleep.  Many users have reported, after many hours of sleep, that other passengers tap them and ask where they got the product!  Regular neck pillows make you look like a car crash victim but because everyone is familiar with them, that joke got old quickly like this concern will too!  We think those that worry about how the product looks really haven't travelled much.  If they have, they would know that sleep, so you arrive at the other end happy, is much more important!

Q - What is the weight and dimensions of a FaceCradle?

A - Weight is -.72kg (1.61lbs) and is not considered to be part of your carry on weight allowance on flights. Dimensions are 30cm x 30cm x 8cm.

RETURNS & WARRANTY

Q - What is the Warranty/Returns Policy?

A - Your FaceCradle is guaranteed for life against manufacturing fault and any failure caused by such fault.  If you break the product or simply don’t like it, we do not cover that.  We are 100% confident FaceCradle is the best and most versatile travel pillow on the market and it should meet your expectations.  In the unlikely event of a fault as described, we would discuss with you about the appropriate way to resolve the issue with the remedies being either a return & refund or a replacement.  No matter what the case, we are always reasonable and willing to provide a mutually satisfactory outcome.

COMMERCIAL RELATED QUESTIONS

Q - Distribution Inquiry

A - We have had many enquiries about distribution, but we may be interested and would like to know more about your company. Please send answers to the following questions to dscrimshaw(at)facecradle(dot)me -  

  1. What resources do you have? Warehouse/s, office location etc. 
  2. Do you have national distribution?
  3. Staff, Sale Representatives?
  4. What channels are you selling into now?
  5. What products do you sell and what brands?
  6. Do you sell to major retailers?
  7. Do you sell into Duty Free stores at International Airports or into Domestic Airport Retail?
  8. Are you large/medium or small company?
  9. Do you have an idea of how many FaceCradles you would order …
  10. As samples (12 per shipping carton)?
  11. In first order (full 20’ container 2880 units or part container)?
  12. Is FaceCradle in your current business field or is it a new category for you?

For specific enquiries, please contact the following:

Europe/Australia Market & Company Services Enquiries:
David Scrimshaw: dscrimshaw(at)facecradle(dot)me

US Market Enquiries:
Dylan Doherty: ddoherty(at)facecradle(dot)me

Asia Market Enquiries:
Gary Clark: glcark(at)facecradle(dot)me

Marketing, PR, Influencer Enquiries:
Bonnie Sein: bsein(at)facecradle(dot)me

NEED FURTHER ASSISTANCE?

If your question still hasn't been answered, please contact us directly through our 'Contact Us' page or email mail(at)facecradle(dot)me for further assistance.

 

 

“FaceCradle Travel Pillow” is Patent Pending Internationally!