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Refund & Return Policy

By placing an order on FamilyStore, you confirm that you have read, understood, and accepted the policy below. Because our products are made-to-order and printed on demand, we handle issues through replacements or refunds rather than traditional returns.

1. No Physical Returns

All FamilyStore products are printed on demand specifically for you. For this reason, we do not accept physical returns in any case. You do not need to send items back to us, even when there is a problem with your order. Instead, we will review your claim and, if eligible, provide a replacement or refund as described below.

2. Defective, Damaged, Faulty or Wrong Item

If your item is defective, damaged, faulty, or you received the wrong item, you may request a replacement or refund within:

  • 30 days from the delivery date, or
  • 45 days from the order date,

whichever comes first.

How to File a Claim

You can either:

When you contact us, please include the following information (this is required):

  • Order number
  • Email address used at checkout
  • Subject of your request
  • A clear description of the issue with your order
  • Photo(s) and/or video(s) of the item(s) you received

Depending on the issue, please also include:

  • For printing errors, close-up photographs clearly showing the print issue.
  • For print size or placement issues, photos of the item with a measuring tape, stick, or ruler placed next to the print.
  • For missing items, a photo of the package and the full shipping label so we can forward it to our production department to investigate.

We will review the photos and/or videos you provide. If your item is eligible, we will resend the product to you. In order to identify the problem, we need photos of the actual items you received.

In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product, including shipping costs.

Cautions for Eligibility

  • We do not offer refunds or exchanges on products purchased during a sale, clearance, or promotion, except where the item is defective or incorrect.
  • We do not offer refunds or exchanges on custom and personalized orders due to change of mind, incorrect personalization details, or other customer errors. This does not limit your right to a replacement if the item is defective, damaged, or incorrect.
  • We typically do not accept refunds, replacements, or exchanges due to customer mistakes such as:
    • Incorrect selection of size, design, color, or product type
    • Improper care, misuse, or damage occurring during use

Please allow for up to a 20% difference between advertised images and the item you receive. Colors may vary slightly due to lighting during photography or differences in screen displays.

3. Shipping Issues – Tracking Not Updated

If your order’s tracking information has not been updated for more than:

  • 15 business days for orders within the United States, or
  • 25 business days for international orders,

you have the right to request a refund or a new replacement for that order.

Cautions for Shipping Information

  • We typically do not accept refunds or replacements when the issue is caused by customer mistakes such as:
    • Incorrect shipping address
    • Incomplete or invalid address entry
  • Please double-check your shipping information before checking out to ensure that your address is correct.

4. Package Marked as Delivered but Not Received

Sometimes the track