SHIPPING AND DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 185 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-20 Business days |
| Canada, Europe |
10-20 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.
If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of familypops (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of familypops.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
The hat is cool, the quality of fire, the gift is super, this second hat is very satisfied, the store thanks for the gift and for the quality of the goods, most importantly sit comfortably and do not press
The cap is cool, everything as i like, the delivery was not tracked
The cap is of good quality, the color is beautiful, the delivery is about a month in the central federal district. As a gift there was an elastic band for hair.
Great hat! I will order now in a different color. She arrived in omsk for a month. I recommend.
Excellent quality. Only long shipping. But the hat is very beautifully sewn. Perhaps a little too high, but you can turn.
Slightly crooked sewn
The cap is slightly darker than the pictures, but it's not critical. Looks good, let's see how it will be later. The store put a hair band as a gift)
I liked the hat, ideally approached the color, bought for 268₽. The quality is excellent, for the spring itself. Delivery 1,5 months to kirov. Detailed feedback can be found on the itao website by hashtag # kotyonochek
Nice bright cap
An excellent hat, only on the adult head does not fit, i wanted myself ((i have to give my son))). Thank you for your promptness!
The hat is excellent. the delivery is very long
The quality is normal. Size fits adult head. I did not like only what is constantly bulging up.
Great hat
Thanks
The hat is very long, it does not look very, probably have to sew. The first time i took the children's size, it is narrow, slides up the hair. The second time i ordered an adult, also not the same. But the quality of both hats is very good, knitting is dense. As a gift sent a bandage with ears, the child really liked.
The cap is good, even. You can wear with a collar, so warmer and without a collar. the sister is very satisfied. Thank you.