FAQs | Family Shopolf

Your Questions Answered

🛒 Orders & Shipping

Q: What payment methods do you accept?

A: We accept all major credit/debit cards (Visa, Mastercard, Amex, Discover) and secure digital payments via PayPal.

Q: How long does shipping take?

A:

  • USA: 3-7 business days

  • International: 10-20 business days
    Track your order in "My Account" → "Order History".

Q: Why was my order split into multiple packages?

A: This happens when:

  1. Items ship from different warehouses

  2. Products have different preparation times

  3. Package exceeds weight limits
    You'll receive separate tracking emails for each shipment.

📦 Returns & Refunds

Q: What's your return policy?

A: We accept returns within 30 days if items are:

  • Unworn/unused

  • In original packaging with tags

  • Non-returnable: Underwear, swimwear, jewelry (see full list here)

Q: How do I return an item?

  1. Log in to "My Account" → "Order History"

  2. Select "Request Return"

  3. We'll email you a prepaid return label with the correct warehouse address

  4. Attach the label and drop off at any carrier location

Note: For international returns, contact support for custom instructions.

Q: When will I get my refund?

A: Within 5 business days after we receive your return. Allow 1-14 days for bank processing.

👗 Products & Sizing

Q: How do I choose the right size?

A: Check each product's size chart (varies by item). For personalized help:
📧 Email photos of your measurements to support@familyshopolf.com

Q: What if my item is defective/wrong color?

Contact us within 48 hours with:

  1. Order #

  2. Photos of the issue
    We'll send a replacement or refund immediately.

💳 Payments & Security

Q: Is my payment information safe?

A: Absolutely! We use:

  • 256-bit SSL encryption

  • PCI DSS compliance

  • Fraud detection systems

Q: Why was I charged twice?

A: This is usually a pre-authorization hold. If charges persist, email us screenshots of both transactions.

🌍 International Orders

Q: Do I pay customs fees?

A: These vary by country and are the customer's responsibility. Contact your local customs office for estimates.

Q: My package is stuck at customs. Help!

A: Please contact your local postal service with the tracking number. We can't intervene in customs processes.

📞 Contact Us

Customer Support Hours: Mon-Fri, 9AM-6PM EST
📧 support@familyshopolf.com
📞 +1 (213) 349-8889
Corporate Address:

Family Shopolf  
7802 37th Avenue  
Jackson Heights, NY 11372  
USA