FAQs
1. How do I place an order?
To place an order, simply browse our website, select your desired product, customize it if applicable, and add it to your cart. Proceed to checkout, where you will provide your shipping and billing information, choose a payment method, and confirm your order.
2. Can I make changes to my order after it has been placed?
You may request to cancel or modify your order within 6 hours after placing it. Please contact our support team immediately at support@thefamory.com with your order details.
After this 6-hour window, your order may already be locked for processing, and changes or cancellations may no longer be accepted.
3. Can I track the status of my order?
Yes. Once your order has shipped, a tracking number will be sent to you by email. You can use this tracking number to follow your delivery status on our website or the carrier's website.
Shipping
1. Where do you ship to?
We ship worldwide.
2. How much does shipping cost?
We use a flat shipping rate:
- U.S. orders: $4.99
- International orders: $12.99
You can order multiple items and will not pay more than the flat shipping rate.
3. How long does shipping take?
Total delivery time includes processing time plus shipping time.
Orders are usually processed within 1-2 business days after purchase.
Estimated delivery times:
- United States: 5-7 business days
- Other countries: 10-12 business days
Please note that delivery times are estimates and may be affected by incorrect or incomplete addresses, extreme weather conditions, customs clearance, or carrier delays.
4. What should I do if my order is delayed?
If your package arrives later than expected, please contact us at support@thefamory.com. Our team will help resolve the issue within 1-3 business days.
Return & Refund
1. What is your return policy?
You can request a return within 30 days after your order has been delivered.
To be eligible for a return, items must be unused, unwashed, unmodified, in their original packaging, and accompanied by proof of purchase, such as an order number or receipt.
Personalized items cannot be returned or refunded unless they arrive damaged, defective, or not as ordered.
2. How do I request a return?
Please contact our support team at support@thefamory.com with your order details. If the product is damaged, defective, incorrect, or not as ordered, please include photos as evidence.
Our customer service team will confirm eligibility within 2-3 business days and provide return instructions and the return address.
3. Who covers the return shipping costs?
Customers are responsible for return shipping costs unless the return is due to our error, such as a wrong, defective, damaged, or not-as-ordered item.
We recommend using a trackable shipping service when sending your return.
4. How long does it take to process a refund?
Once we receive and inspect your returned item, we will notify you and issue the refund within 2 business days.
Refunds will be made to your original payment method. Depending on your bank, card issuer, or payment provider, it may take 10-15 business days for the refund to appear in your account.
Cancellation
1. Can I cancel my order?
You may request to cancel your order within 6 hours after placing it. After 6 hours, your order may already be locked for processing, and cancellation may no longer be possible.
2. Will I be charged a fee for canceling my order?
We do not charge cancellation fees. If your cancellation request is approved, the refund will be processed to your original payment method.
Cancellation refund timing:
- Credit card: up to 15 business days
- PayPal: 7-15 business days
Payment
1. What forms of payment do you accept?
We accept major payment methods shown at checkout, including Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay, Google Pay, and other available express checkout options.
2. Is my payment information secure?
Yes. We take privacy and security seriously and use secure checkout technology to help protect your payment information.
3. When will my credit card be charged?
Your payment method will be charged at the time of purchase.
Contact
We hope this FAQ has answered your questions. If you need further assistance, please contact us at support@thefamory.com.
This website is operated by Famory LLC.
Email: support@thefamory.com
Working hours: Monday-Friday, 9:00 AM-6:00 PM