Shipping policy

These policies apply to all orders placed through face.camera.

Order Processing

Orders ship from Los Angeles, California.

Orders are typically dispatched within 1–2 business days (Monday–Friday).

All shipments require signature upon delivery.

Delivery timeframes shown at checkout reflect our processing time plus the carrier’s estimated transit time and do not include potential customs clearance delays.

Once a shipment is tendered to the carrier, delivery and customs clearance are managed by the carrier in coordination with the recipient.

During holidays or temporary fulfillment closures, processing times may be extended. Notice will be posted on the website when applicable.

United States

Orders $150 and above ship free via UPS 2nd Day Air or UPS Ground if it provides equal or faster delivery.

Orders below $150 ship via UPS Ground at carrier-calculated rates shown at checkout.

Estimated total delivery time is typically 3–5 business days, depending on destination.

Canada

Orders $150 and above ship free via UPS Standard.

Orders below $150 ship via UPS Expedited at carrier-calculated rates shown at checkout.

Delivery estimates reflect carrier transit time only and do not include customs clearance processing.

Import duties, taxes (GST/HST), brokerage fees, and other charges imposed by customs authorities or the carrier are the responsibility of the recipient. We do not collect these charges.

International Shipping (Outside U.S. and Canada)

International orders ship via UPS or DHL at carrier-calculated rates displayed at checkout.

Delivery estimates reflect carrier transit time only and do not include customs clearance processing.

Shipments are sent under a Delivered at Place (DAP), Incoterms® 2020 model.

We prepare export documentation and release the shipment to the carrier. All importation charges (duties, VAT/GST, brokerage fees, and other charges imposed by customs authorities or the carrier) are the responsibility of the recipient.

We do not collect foreign taxes or import duties.

Import Charges and Delivery

Customs authorities or the carrier may require payment of import duties, taxes, brokerage fees, or other charges before delivery is completed.

Payment may be requested online in advance or collected at delivery (COD). Shipments requiring payment at delivery may experience extended delivery times or multiple delivery attempts.

Prompt online payment, when available, is recommended to avoid delays.

Recipient Responsibility After Shipment

Once the carrier has possession of the shipment, it is the recipient’s responsibility to:

  • Monitor tracking information,

  • Respond directly to carrier communications,

  • Pay required importation charges,

  • Provide documentation requested by the carrier or customs authorities,

  • Contact the carrier directly regarding delivery scheduling, clearance, or delivery attempts.

Carrier tracking records constitute the official record of shipment status and delivery attempts.

Failure to actively manage delivery or customs clearance may result in delay, storage fees, return shipment, or abandonment.

Refused, Unclaimed, or Returned Shipments

If a shipment is refused, unclaimed, returned due to unpaid importation charges, or returned due to failure to complete required delivery or customs steps, the carrier may return it to us.

In such cases:

  • Return shipping costs and carrier-imposed fees will be deducted from any eligible refund in accordance with our Refund Policy.

  • Payment processing fees are non-refundable.

  • Original outbound shipping charges are non-refundable.

If a shipment is seized, abandoned, or destroyed by customs authorities, refunds may not be possible.

Product Information for Customs

Our products are mechanical head-mount systems designed for smartphone-based facial motion capture.

They contain no electronics.

Commercial invoices include HS code 9031.9000 and declared value as required for export documentation.

Warranty replacement parts may ship via standard or economy services at our discretion.