Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refund policy

Since your product is custom printed just for you, we do not accept returns. We accept refund/ resent in these cases:

– Damaged/poor quality printed item.
– Wrong item (wrong design, wrong product type).
– Wrong size item (we sent the wrong item with the one you ordered).
– Item has not arrived within 30 days for US order or 60 days for the international order.

We cannot accept customer’s returns or exchanges if any product has been washed, worn, or over 10 days from the date your package is delivered.

Please contact us by email at support@upfamilie.com and our support team will help you arrange a replacement or refund as soon as possible. A replacement will take time like normal orders (1-3 business days for processing and 5 – 10 days for delivery).

We do not accept refund/resent in these cases:
– The customer chooses the wrong size.
– Package missing due to the wrong shipping address provided.
– Customer does not like the item material.
– Customers change the order/ shipping address after the product has been printed and shipped out.
– Customer returns the product without noticing our customer service department.

WRONG SIZE ORDER

Since your order is custom printed just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart on each product page.

ORDER MODIFICATIONS OR CANCELLATION

After your order has been placed, you have 12 hours to contact our customer service and request order modifications or a cancellation. After 12 hours, your order has already been placed in production and can no longer be modified.

DAMAGED/ INCORRECT ORDER

We are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item, poor-quality printing, or incorrect product. Thankfully it is rather unusual! But, if it is the case, we guarantee 100% satisfaction to all of our customers by offering a free replacement order or a refund on the affected items.

All we need is your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item, and the QR code attached to the package of the affected items. Please contact us by email at support@upfamilie.com and one of our helpful support staff will organize a reprint or a refund for you!

Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display.

ORDER NOT RECEIVED

If your item has not arrived within 30 days for US order or 60 days for international order (not include 7 – 10 days processing) after having ordered, contact one of our heroes through our mail support@upfamilie.com for a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)

TRACKING SAYS DELIVERED BUT YOU DIDN’T RECEIVE IT

If a package falls into this category, Our reserves the right to send a replacement. Refunds are only available for orders that have been successfully received.

Return & Exchange

We’re bummed if you’re not 100% satisfied with the items you received, and we gladly accept returns within 14 days of receipt for most items in new condition.

1. Please contact Customer Service on our site, indicating the item(s) you would like to return and the reason.
2. After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
3. Drop off your package at the local post office.
4. Most returns are processed within 5 business days after we receive your package. Once your refund has been issued, you will receive a confirmation email.

Return Conditions

1. You have 14 days to decide if an item is right for you, if you would like to return or exchange the item please contact us within 14 days of delivery.
2. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, underwear, event & party supplies, DIY supplies, pet supplies, beauty, and accessories (except scarves, bags, and mermaid blankets).
3. Returned items must be in their unused condition with the original packing. We do not accept a returned item that has been worn, damaged, washed, or altered in any way.
4. Items with non-returnable marks and free gifts cannot be returned.
5. We do not accept returned items that have been sent back without proper returns requests.
6. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
7. Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-upfamilie.com products.

Note: The original shipping fee is non-refundable. Return shipping costs aren’t the responsibility of the upfamilie.com.

If the product you received has any of the above issues, please contact us via email or website with pictures of errors and your order number. upfamilie.com will refund or exchange an item when the issue is verified to be correct.

Return Address: Please contact our Customer Service if you wish to return any items to the nearest return address. You will receive a response as soon as possible.

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

Email: support@upfamilie.com

Phone: +1 414-285-2968

Last updated on April 12th, 2021 at 09:00 am