Field Manual — Operator FAQ
POTIFIV COMMAND · FIELD MANUAL · OPERATOR REFERENCE
Answers to the most common transmissions received at the outpost. Read before contacting the crew.
TRANSIT & DISPATCH
How long does delivery take within the continental US?
Domestic dispatch (48 contiguous states): 3–7 standard days from order confirmation. Tracking is transmitted to your registered contact address once the specimen leaves the outpost.
What does shipping cost?
Transit fees for the 48 contiguous states:
- Orders $75 and over — Free Continental US transit.
- Orders under $75, under 1.2 lbs — $6 standard transit fee.
- Orders under $75, 1.2 lbs and over — $10 standard transit fee.
Luminaire Series specimens (chandeliers) are dispatched directly from our supplier outpost and carry separate transit fees — exact rates are calculated and displayed at checkout based on your destination coordinates.
What about Alaska, Hawaii, and US territories?
Alaska, Hawaii, American Samoa, Guam, Puerto Rico, the Northern Mariana Islands, US Virgin Islands, and US Military addresses: estimated 7–15 standard days. Rates are calculated at checkout.
I placed my order. When does it ship?
Dispatch typically initiates within 1–2 business days of requisition confirmation. You will receive a tracking transmission by email. If you haven't received tracking within 3 business days, transmit to support@potifiv.com with your order number.
My tracking hasn't updated. Is something wrong?
Tracking systems can lag 24–48 hours after dispatch, particularly during high-volume cycles. If your tracking shows no movement for more than 5 standard days, contact the outpost and we will investigate with the carrier.
INTERNATIONAL DISPATCH
Which countries does Potifiv Command dispatch to?
Currently dispatching to: Australia, Canada, Japan, and 17 European sectors — Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, and the United Kingdom. For other destinations, transmit to support@potifiv.com before ordering.
How long does international delivery take?
Estimated 14–28 working days from dispatch. This does not include customs clearance time, which varies by destination sector and is outside our control.
Will I owe import duties or taxes?
Yes — all import duties, taxes, customs fees, and brokerage charges are the responsibility of the receiving operator. These are levied by your local government, not Potifiv Command, and we have no visibility into the amounts. Contact your local customs office before ordering if you'd like an estimate. Shipping fees are non-refundable if a package is refused due to unpaid duties.
SPECIMEN CARE
How do I care for my terrarium habitat module?
Habitat modules (terrariums) are designed for open or closed terrascaping. Core field guidelines:
- Light: Indirect light is optimal. Avoid prolonged direct sunlight, which can amplify heat inside the dome and stress plant life.
- Watering: Lightly mist every 7–14 days for closed setups. Open setups follow standard plant watering schedules.
- Cleaning: Wipe the acrylic dome with a soft, damp cloth. Avoid abrasive cleaners or solvents, which will scratch the optically clear surface.
- Plants: The specimen ships without plant life. Select species suited to your habitat's humidity and light conditions.
How do I care for the pendant planter (Orbital Series)?
- Load rating: Do not exceed the maximum plant + soil weight specified in your dispatch manifest.
- Chains and hardware: Inspect mounting points periodically. All hardware is stainless steel and corrosion-resistant under normal indoor conditions.
- Cleaning: Wipe the exterior with a soft, dry cloth. Avoid moisture on the suspension hardware.
- Repositioning: Hang from a ceiling anchor rated for at least 3x the specimen's total weight.
Can the acrylic dome be repaired if scratched?
Minor surface scratches on acrylic can be buffed with a plastic polish (e.g., Novus polish). Deep scratches are not repairable. Replacement sphere modules are available — transmit to support@potifiv.com for component availability.
RETURNS & STAND-DOWN PROTOCOL
What is the return window?
14 days from delivery. The specimen must be unopened, uninstalled, and in original dispatch condition with all packaging and hardware included. Requests after this window cannot be accepted.
My specimen arrived damaged. What do I do?
Transmit to support@potifiv.com within 7 days of delivery with clear photos showing the damage, the outer shipping box, and all packaging as received. See the full protocol on our Warranty & Return page.
Is there a repatriation fee?
For change-of-mind returns (non-defective), a $20 repatriation fee applies and original shipping fees are non-refundable. Damaged or defective specimens are replaced or refunded at no cost to you.
How do I start a return?
Email support@potifiv.com with your order number, the item(s) to return, the reason, and photos of the item and packaging. We'll respond within 5–7 business days with a return authorization and mailing label. Returns sent without authorization cannot be accepted or refunded. Full terms, timelines, and exclusions live on our Warranty & Return page.
ORDERS & ACCOUNT
Can I change or cancel my order after placing it?
All requisitions are final once placed. We can't cancel an order, change colors or finishes, or modify a requisition after checkout — orders transmit immediately to our fulfillment network, so confirm your selection before completing your order. If we've made an error on our end, transmit to support@potifiv.com with your order number right away.
Can I return my order after it arrives?
Yes — this is separate from cancellation. Once a specimen has been delivered, you may return it under our Warranty & Return policy: a 14-day window from delivery, with the item unopened and in original condition. Change-of-mind returns carry a $20 repatriation fee; damaged or defective items are replaced or refunded at no cost.
I entered the wrong shipping address. Can it be corrected?
Address corrections are not possible. Orders are transmitted immediately to our fulfillment network upon placement and cannot be intercepted or modified — there is no window to change the destination coordinates once the requisition is confirmed. Verify your delivery address carefully before completing your order. Potifiv Command is not responsible for specimens dispatched to an incorrectly entered address.
My order shows delivered but hasn't arrived.
Check with neighbors and any secure drop locations first. If the specimen is still missing 2 standard days after the delivery confirmation, transmit to support@potifiv.com with your order number. We will open an investigation with the carrier.
SPECIMENS & THE CATALOG
What are the terrariums made of?
Optically clear acrylic dome, ABS-finished base, stainless steel hardware, rotatable atmosphere vent. No glass. Designed to the original 1973 specimen specification.
Do specimens come with plants?
No. Specimens ship ready for terrascaping — plant selection is the operator's domain. This ensures the habitat is configured for your specific conditions and preferences.
Are replacement parts available?
Yes — base modules, sphere modules, vent components, and suspension hardware are available. Transmit your requisition to support@potifiv.com.
Will out-of-stock specimens be restocked?
Restocks are scheduled, not continuous. When a resupply cycle is confirmed, it is announced on the transmission log (email list) before the general catalog. Enlist in the frequency to receive advance notice.
Transmission not covered above? Open a channel at support@potifiv.com or via the contact form. Response time: within 72 hours on standard cycles.
— Potifiv Command · Sector 7-P