FAQ

ORDERING

For bulk quantity price requests. please contact support@familycustom-gifts.com
To get started, please provide us with the below information:
- Name:
- Shipping address:
- Products link:
- Quantity of items:

We accept the following methods of payment:
- Credit/Debit cards (VISA, MasterCard, AMEX)
- Paypal
We do not accept the following methods of payment:
- Personal checks
- Money orders
- Direct bank transfers
- Cash on delivery
Please try again in a little while. If the payment is still not accepted, please check your account balance first. If your account balance is as it should be, but you still can't make the payment, please contact support@familycustom-gifts.com and notify us about the problem.
- What type of card payment
- The announcement error from our website when checking out (screenshot of notification)

Our customers feedback that some bank cards may not be authorized to process international transactions. To serve our clients from around the world, we use an American payment processor called Stripe, a payment platform that allows for all types of payment but results in charging additional fees.

We have seen that some banks have placed a hold on international payments. We do recommend that you get in touch with your bank to understand if this is the case.

Via the website
1. Click on Your cart at the left corner.
2. Tap Change next to the quantity and you should be able to either increase or decrease the amount using the plus or minus buttons.
3. Once you're satisfied with the changes, click submit or save.

Please contact support@familycustom-gifts.com and notify us about your request
To get started, please provide us with the below information:
- Products link:
- Quantity of items:
- Your request:

MODIFYING

In the event you wish to cancel or change your order, please contact us within 5 hours upon confirmation of the order via support@familycustom-gifts.com . Please keep in mind that any cancellations after 5 hours upon approval of the order will no longer be allowed.

According to our policy, your order is only eligible to be cancelled and modified within 5 hours of placing the order. After that time, the order is locked for processing so we have no right to make any modification for you.

When your order is shipped out. We are NOT allowed to change the shipping address anymore. In this case, contact support@familycustom-gifts.com immediately to get the tracking number. You need to follow your package and contact the carrier by yourself to change your  delivery address.

ORDER STATUS

You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 5-7 days for the carrier to scan your package into their system.


Tracking your order here: https://familycustom-gifts.com/pages/track-your-order

Processing time for personalized items may take longer than 5-7 business days. Once the shipment is loaded on the plane, estimated delivery is 5-15 business days for the United States, and 18-24 business days for other countries.

Please note that there are some unforeseen circumstances such as customs delays that we are unable to control on our end as well as delays in holiday seasons.
Due to the Coronavirus COVID-19 outbreak, the shipment may take longer.

Tracking information may not be updated immediately in several cases, especially with registered airmail shipments. However, please rest assured your item is on its way.

Here are some reasons why tracking information has not been available yet:
There may be delays between the scanning events and the website's updates. Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please be patient for a few more days and try again later.
- The package may not be scanned until it reaches the regional hub near the destination.
- The package is in transit between the origin and the destination country. The tracking information should pick up again once your packages reach your local country.
- Some shipments are not trackable, for example, flat rate shipping. (Unless a tracking number was purchased during the checkout).
- Please note that most parcels will be received within 15-25 business days after the shipment date.
- The delivery time frame is valid regardless of the tracking information's availability online.

Please note that the delivery of international orders will be taken longer so please be patient. 

If your tracking status has not been updated for over 10 days, please contact us via support@familycustom-gifts.com and we will assist you.

Please contact support@familycustom-gifts.com and notify us about your problem.

Please contact support@familycustom-gifts.com and notify us about your problem. We will check and resend your order if it’s lost.

For orders shipped to the wrong address due to a customer inputting the incorrect address, we are not responsible if your order gets delivered to the wrong address or returned to the sender (as all of the items would be donated right after they come back to our warehouse). Customers must cover the cost of ordering replacement items. So please be extremely careful when entering your shipping address.

You need to contact your local post office constantly to reschedule delivery. If not, your package may be disposed of by the local post office.

Tax is not included in the price on our website, which means you may be liable to pay for duties and taxes once you receive your order.


Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.

DELIVERY

Please contact support@familycustom-gifts.com and notify us about your problem. Please provide your order number as well as the picture of odd items received. Our customer service team will review the return request and will send back further instructions. If your item is defective, you don't need to return the item and we will resend you a replacement for free.

Please contact support@familycustom-gifts.com and notify us about your problem. Please provide your order number as well as the picture of odd items received. We ’ll do our best to resolve this issue to your full satisfaction.

Return and refund policy: https://familycustom-gifts.com/pages/warranty

If you are not happy with your purchase and wish to return an item, please contact us within 7 days from your order arrival date via support@familycustom-gifts.com. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send back further instructions.

Please contact us before returning your package to check whether the return package is accepted or not.

Your request is delayed until we get this package. We do not take any responsibility for tracking the returning package.

ALL FAQs

No invoice is not sent with your order. You will always receive the invoice in the confirmation email and you can always find it in your Familycustom-gifts account. This means you can have the gift delivered directly to the recipient, making it a true surprise!

Sure! We do our best to accommodate any special request. Simply reach out to us email. One of our customer service experts will be happy to look into it for you.​

Anything under the sun! We can create anything you want and modify it however you want it to look. Please put any special requests you might have at the special requests form above. And don't worry! after sending the proof you will have the option to ask any revision you might have in mind.

Absolutely FREE! As part of our services at Familycustom-gifts, we consider our clients’ preferences with an option to personalize their ideal design. Nice and clear!

  • Yes, of course! we will send you a proof for your approval in no longer than 24 hours after placing your order. The proof will be sent to your provided email that we have on file.
  • Thank you for your order!
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  • You will receive a confirmation email with a tracking link so that you can follow your order all the way home! Please allow 2-4 days for the carrier to scan your package into their system.
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  • Tracking your order here: https://familycustom-gifts.com/pages/track-your-order

If you received a damaged/wrong parcel, contact us immediately at support@familycustom-gifts.com. Take a clear photo showing the damage to the product (i.e., missing installation hooks, a puncture in the canvas, dents on the frame, etc.) and attach it to your email, and we will print a replacement immediately with no extra cost.

YES! WE OFFER REFUNDS IF YOU MEET THE FOLLOWING:

  • Refunds must be processed within 60 days of your purchase date.
  • Items can be return/exchange and get a refund within 60 days of receiving the product, in an unlikely event of the damaged, defective or wrong item delivered to you.
  • Significantly different from the description or sample shown to you
  • Damaged due to the fault of our factory or the carrier
  • Not what you ordered
  • Email us at support@familycustom-gifts.com with information on your order (Email, Order Number, And information Of Why You Are Requesting A Refund).
  • Once we Process your Refund, it will take 2-3 days to process through to your bank.

We offer 24/7 email and phone support. For any inquiries or concerns, send us an email at support@familycustom-gifts.com or feel free to reach us at +1(415) 854-0452.

Thanks for visiting our page!

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