FREQUENTLY ASKED QUESTIONS
How do I check the status of my order?
You can track your order status in real time by entering your order information on the Track Order page.
After an order has been placed, it is promptly sent to one of our shipping department where we will ship your item(s). Below are expected delivery times based on your location.
What are your shipping times?
US Shipping Time Estimates
Normal shipping times take 7-10 days, but from time to time when items sell out they can take up to 14-30 days.
International Shipping Time Estimates
Do you deliver products Internationally?
Family Treasure successfully ships many products worldwide each day. We have many happy customers in every corner of the globe.
How do I place an order?
Simply choose your style from the drop-down menu on the product page then click the “Buy It Now!” button and follow the simple steps to complete your order. We’ll prepare your order and send you a tracking number.
How does Family Treasure operate?
Family Treasure is an online retailer of custom designed jewelry and merchandise that focuses on family. All merchandise is packed and shipped directly to you.
How secure is my personal information?
Family Treasure adheres to highest industry standards to protect your personal information when you checkout and purchase from our online store.
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
Does Family Treasure offer a quality guarantee on the products it sells?
We want you to be happy when you shop with us. All of our pieces come with insurance which is included in the shipping & handling cost when you checkout.
We offer a one year warranty on all our jewelry against manufacturing defects and workmanship. The warranty becomes void if the product has been subjected to misuse or has been altered by anyone other than an authorized representative from our store.
If your item becomes defective or broken we will replace it or give you store credit for the value of the retail item.
- the customer will be responsible for any shipping charges related to a warranty repair.
- Insurance and shipping is non refundable
- we reserve the right to void the warranty on any item that shows signs of modification, abuse or damage beyond normal wear, as deemed by our jewelry professionals.
- we will not be responsible for lost or stolen items.
- the warrenty becomes active at the date of purchase
For any questions, please email us at firstname.lastname@example.org
I need to make a change to my order?
Just let us know and we will make a the needed change to your order ASAP before it ships, but hurry because we usually ship very quick!
We have a strict no refund policy for all our products due to many of our items being custom made but do allow for exchanges or store credit.
We welcome exchanges on all merchandise for store credit or replacements. Our policy lasts 99 days for retail items. If 99 days have gone by since your purchase, unfortunately, we can’t offer you store credit or exchange.
Note: Shipping, handling, and insurance are non-refundable, and the customer is responsible for the returning label cost if the item is needed to be returned for an exchange.
Additional non-returnable items:
Downloadable software products
To complete your exchange, we require a receipt or proof of purchase. If your item is damaged, please send an image to email@example.com and we will begin the exchange process with you to replace your damaged item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange or store credit.
If you are approved, then your exchange or store credit will be processed, and a notification will automatically be sent to you.
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your exchange. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send an exchange to the gift giver and he will find out about your exchange.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.