FAQ

Yes! We provide free shipping on orders over $49.99.

Orders will usually be processed within 3-5 business days of ordering and delivered within 7-10 business days.

Once your order is on the way, tracking numbers will be sent to you via the email provided in our system.

You can also track with the following link:

https://t.17track.net/en#nums=XXXXXX

If you have any problem, please contact our customer service department with e-mail: service@getfamilygifts.com

We can change or update your shipping address within 24~48 hours after the order has been placed.

To change the shipping address for your order, please email us at service@getfamilygifts.com or contact us online via store chat.

We accept refund of products. When you are not satisfied with the product you receive or it is damaged, you can contact us via email:service@getfamilygifts.com or online chat to negotiate the refund amount that you are most satisfied with. Once the negotiation is complete, your refund will be processed and will arrive in your account within 5-7 working days.

Because custom orders are individualized, they are not returnable.If you have received a defective or damaged item, the wrong size or the wrong product or other dissatisfaction, please contact us immediately at our email: service@getfamilygifts.com. We will send you new products or give you a certain percentage of your refund.

Seel Worry-Free Purchase is a customer protection against loss, damage or delay during delivery of your order. Additionally, Worry-Free Purchase includes carbon offsets for the emissions resulting from your order's delivery and transit. Worry-Free Purchase is a 3rd party service, offered and administered by Getfamilygifts partner, Seel.

Worry-Free Purchase protection is an optional add-on protection that can be selected during the checkout process, to cover things like shipping-related damage, package loss, and delay. If you do not wish to buy this protection coverage simply remove it from your cart. If you do not wish to buy this add-on just shift the corresponding toggle to "off" and the charges will be removed from your cart.

The customer experience of Seel Worry-Free Purchase is as follows:

• Add Seel Worry-Free Purchase at checkout for a modest fee to protect the order against loss, damage, and delay.
• If your order is eligible for Seel Delivery Guarantee, you'll be receiving a confirmation email from Seel with all the coverage details, as well as instructions on how to report your package issue.
• If your protected package suffers loss, theft, delay, or damage, you can report the issue via the Seel Resolution Center.
• Seel will assess the issue to determine if the reported order issue qualifies for a payout.
• If the reported issue does qualify, a refund will be automatically sent to you.

Seel sends you a confirmation that explains the specific coverage provided for your order. An example of the confirmation email can be found below, which will be sent from support@seel.com.

If your package is damaged, lost, or delayed, please report your issue at Seel Resolution Center. Log in with your email and order number or coverage ID from your confirmation email.

For reporting an issue, please be aware of the following conditions and requirements:

• For issues of loss, when the package is not delivered- the issue cannot be reported sooner than 30 days from the date it was shipped- for domestic shipments (and 60 days for international shipments). Case of "porch piracy", however, where the package is "delivered" according to carrier but not received by customer, must be reported within 7 days from the time the carrier's information is updated to "delivered".
• Issues of damage and theft , must be reported within 7-days from the date of delivery.
• Issues of delay, where the package is delivered, must not be reported sooner than 10 days after the order fulfillment date for domestic shipments and 30 days for international shipments.
• All issues must be reported within 90 days of the order date.

Provided that Worry-Free Purchase protection covers the item, you should report the damaged package issue within 7-days (from the date of delivery) through the Seel Resolution Center. You'll initiate the request using your email and order number found on the confirmation email. Please ensure you take photos of the package or item damage to provide when submitting your order.

Worry-Free Purchase protection covers shipping-related damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items.

The compensation for damaged items will be up to the value paid for the purchased item(s).

If you purchased Worry-Free Purchase with your order, you can report an issue within 7 days of delivery through the Seel Resolution Center. You'll initiate the request using your email and order number found on the confirmation email. Some packages may require additional documentation such as a police report.

If you purchased Worry-Free Purchase with your order, you can report an issue within 7 days of delivery through the Seel Resolution Center. Log in with your email and order number or coverage ID from your confirmation email.

If you purchased Worry-Free Purchase with your order, you can simply report an issue to Seel via the Seel Resolution Center.

If your shipping issue has been accepted, then it will be dependent on your method of payout.

Direct Deposit: 1-3 business days following claim acceptance

Virtual Visa Card: 1 hour following claim acceptance

PayPal Transfer: 1 hour following claim acceptance

Venmo Transfer: 1 hour following claim acceptance

If you purchased Worry-Free Purchase protection with your order, Seel will send you a confirmation of your Worry-Free Purchase via email. You have 24 hours from the time the email is received to cancel the Worry-Free Purchase protection from the link in the email.

After the 24 hour cancellation window has elapsed, Worry-Free Purchase protection will not be refundable.

We accept PayPal Express, PayPal Credit, and all major credit cards.

Our commitment to preserving your privacy is unwavering. Except in cases where it is necessary to provide you with a service, such as setting up the delivery of a product, conducting credit and other security checks, and for customer research and profiling, we will not share information about our visitors or customers with outside parties unless we have your express permission to do so. Please review our complete privacy policy for more details.

We’re very sorry to hear that there’s been a mix-up. Please get in touch with our support team: service@getfamilygifts.com with your order ID and pictures of the following:

1. Incorrect item
2. The received packaging including the detailed shipping label

Once you’ve sent this information to our support team, we will send you a replacement or issue a refund.

1. Please check your tracking confirmation email or order packing slip to ensure items are not arriving in separate shipments.
2. If your missing item was shipped from a different fulfillment location, it may still be in transit to you.
3. If you are not able to locate an additional shipment and you are still missing items, please get in touch with our support team: service@getfamilygifts.com with photos of the items you received and the received package's cover including the detailed shipping label.