Frequently Asked Questions.
Family Gift Mall
Here you'll find the answers to the most common questions our customers have!
How long after ordering is my order shipped?
We typically ship all orders within 2-5 business days. If you select Express shipping at checkout, we aim to ship your item within 2 business days.
Which carrier do you use?
We ship all items with USPS. For international shipments, your local mail carrier will handle and deliver the item once it enters your country.
How long does it take to arrive?We ship all orders from our USA factory. Once shipped, we see delivery happen within the following timeframe:
- USA - Within 2-5 business days
- Canada - Within 4-7 business days
- Western Europe - Within 5-7 business days
- Australia/NZ - Within 5-10 business days
- Rest of the World - Within 5-12 business days
These timeframes are typical, and sometimes local carrier issues may mean you item arrives slightly later than this.
I didn't recieve my order
Please contact our support team, quoting your order number from the confirmation email/SMS message. We'll help track down your order.
Can I pay extra to get my item quicker?
For USA domestic orders, you have the option of Express order processing at checkout. This will prioritize your order for shipping within 2 business days where possible. We hope to offer Priority carrier options for USA and International orders in the near future.
What about customs fees/taxes?
We do our best to help ensure your item arrives as smoothly and quickly as possible, including labeling the package with all relevant information for customs authorities.
It's unusual for orders of 1-2 items to attract customs fees, except in countries where there is a very low or no tax-free threshold. If fees are charged by customs, they are payable by the recipient.
Shipping insurance is offered at checkout. It's provided by Route. Route will contact you with all insurance info and terms via email.
Route will inform you of the shipping and tracking for your package, regardless of whether you have purchased the insurance.
If your item becomes lost, stolen, or damaged in transit - you can file a claim with route directly at this page: https://claims.route.com
Please note - shipping insurance is non-refundable once your order has shipped.
Cancellation & Exchanges
Can I cancel or change my order?
We try to start production of all orders as soon as possible. Depending on when you order was placed, cancellation may be possible if production has not yet begun.
Please contact our support team to check if changes or cancellation are possible, and give the reason you wish to cancel.
My item is damaged/incorrect, what do I do?
Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
Can I return my purchase?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it.
Please note, personalized items may be subject to a deduction from the refund amount as they cannot be restocked.
My item looks different to the online listing
This is a very rare occurrance. We make every effort to accurately represent all designs and products, though some listings make use of life-like renderings instead of photos to show how the item will look. This allows our sellers to create many different products with their artwork, without needing to make & photograph thousands of products a day.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.