Free face plate w/shipping

Email states free faceplate and shipping is covered too.

They are charging me for shipping to process the free faceplate??

No one here has access to your account information to know what you are, or are not, entitled to.
Reach out to Support as they do have access (https://support.ring.com/hc/en-us/articles/213608406-Contact-Us).
Be aware wait times are long.

Good luck!