FAQ
How do I change or cancel my order?
In the event you wish to cancel or change your order, please contact us within 24 hours of your order at care@gofamilygift.com. As all of our products are custom made, changes after 24 hours will not be allowed.
*Please note that any orders that have already been packed or shipped cannot be canceled.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us at care@gofamilygift.com within 24 hours after placing your order with an e-mail titled "Shipping Address Change" to route to the appropriate department.
Please be advised that your shipping address cannot be revised after the order has shipped.
When will I get my tracking number?
Once the order has been processed by our fulfillment team (3-5 business days, on average), a tracking number usually takes 1-3 business days to be generated. Please take note to allow 1-3 business days for your tracking information to be updated. If you have not received your tracking number within three business days or if the tracking status is "not available" within 1-2 business days from the time you have received your tracking number, please send us an email at care@gofamilygift.com.
How do I track my order?
You can track your order here: https://gofamilygift.com/pages/track-order
How long does delivery take?
Currently, our processing time for orders is 3-5 business days. Our average delivery time for shipments to the United States, the United Kingdom, and Australia is 10-15 business days. The delivery time to Canada and Ireland is 25-40 business days. During busy times like around Valentine's Day, Mother's Day, Father's Day, or Christmas, average delivery times can increase.
Please note that there can be unforeseen circumstances that are beyond our control, such as DHL or USPS temporarily misplacing your order, that may delay your order. We will do our best to help resolve these issues.
Also, we currently do not deliver to PO Box addresses, so please provide a different address for delivery if you currently use a PO Box.
How do I return an item?
At GoFamilyGift your satisfaction as a customer is important to us. Therefore all of our products come with a 90 Day 100% Return Policy. If you are not satisfied with your purchase within 90 days of receiving it, we will replace it or give you a full refund of the purchase price. Contact us at care@gofamilygift.com, and we will promptly respond to your inquiries.
I need my order fast, do you guys provide expedited shipping?
Currently, we only provide expedited shipping services for products without frames. For products with frames, we do not offer expedited shipping. We have looked into it, but it is usually extremely expensive and maybe more than half the purchase price of the product.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time
Why the tracking status has not been updated?
Tracking information may not update immediately in some cases, however, please rest assured your item is on its way. Here are some reasons why tracking information may not be available: - 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 hold on for a few more days and try again later. - The package may not be scanned until it reaches the regional hub near the destination. - There may not be any updates available when the package is in transit. The tracking information should pick up again once your packages reach your local area. The delivery time frame is valid regardless of the tracking information's availability online. If your tracking status has not been updated for over 10 days, please contact us through our Customer Service email: care@gofamilygift.com immediately and we will offer you further assistance.