FAQ
Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged.
Q. How Can I Contact You?
A. Email our customer service team – support@allfamilygear.com
Q. When will I receive my items?
A. All Family Gear Collections products are made-to-order. This means your item will usually ship within 3-5 business days however we ask to allow 7-10 business days for your items to arrive to you.
International orders can take longer due to extra shipping time and customs processing times.
Once your item ships you will receive an email containing your tracking info so you will have accurate information as to when your order will arrive.
Please note, we work with different suppliers for certain items so they may ship and arrive separately even though they are ordered at the same time.
Please contact support@allfamilygear.com if your order hasn’t arrived within the estimated delivery time. Keep in mind that delivery times on international orders may take slightly longer.
Q. My order has been sent, why don't I see the tracking info?
A. Your order has been sent, but sometimes it takes up to 48 hours for tracking info to show up in the couriers tracking system.
Q. Will I receive a confirmation number when I place my order?
A. Yes, all customers will receive an order number after placing their orders.
Please contact us if you don’t receive one within 24 hours.
Q. What quality can I expect from my Jewelry?
A.
➜ Our patent-pending jewelry is made of high-quality surgical steel with a shatterproof liquid glass coating and 18k gold finish option.
➜ Our jewelry is hand-made in the U.S.A by awesome working moms just like yours! We hire and train working mothers and pay a living wage. We are proud to support strong communities and keep jobs in America!
This Jewelry Item Is the Perfect Keepsake! Whether for Yourself or a Loved One.
➜ If the custom engraving option is available, engrave onto the back of the pendant your loved one's name, your wedding date, an anniversary, or anything else you want to remember and keep you close to her heart. Each personalized piece offers exceptional craftsmanship that is fit to be an instant classic in your family.
We Offer a 100% Happiness Guarantee
➜ If you’re not 100% satisfied with your purchase for any reason, please contact us and we will make it right. Your satisfaction is our ultimate goal.
Q. Is Checkout on this site safe and secure?
A. All Family Gear Collection uses industry-standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline at our privately run data center.
You can be absolutely sure that all purchases here are safe and secure. We use encrypted SSL security to ensure that your credit card information is 100% protected
Q. What is your exchange policy?
A. Hassle-free 30 day moneyback guarantee! Due to the products being print on demand we do not offer exchanges, we do however offer a full replacement if your product has been damaged.
Simply email our support team at support@allfamilygear.com with your name, order #, a photo of the product and reason
Q. Can I cancel or change my order?
A. 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.
Q. My item is damaged/incorrect, what do I do?
A. 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.
Q. Can I return my purchase?
A. 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.
Q. My item looks different to the online listing?
A. This is a very rare occurrence. At All Family Gear Collections 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.
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.
* Requests must be requested within 30 days from the date your items were delivered.