FAQ
RETURNS & EXCHANGES
Basic Refund Policy
There are 3 types of items Family Cutey sells, and all 3 have slightly different Refund Policies:
Retail Items: These have a full 30-day refund guarantee. If you don't like the item or it is defective, we will either replace it at no cost to you, or you can send it back to us for a full refund.
Shirts: These have a full 30-day refund guarantee. If item is defective, we will replace it at no cost to you. You CANNOT return shirts unless they are defective. For size exchanges please read below.
Free Promotional Items: Due to the nature of these free promotional items, there is no refund applicable because you are not paying for the item. You pay for shipping, but that cost is not refundable because it goes towards actually shipping the item.
For all applicable returns, please send to:
ATTENTION: RETURN
11923 NE Sumner St
STE 739782
Portland, Oregon, 97220, USA
Tel: 1-503-8361509
How do I exchange a shirt for a different size?
If your shirt doesn’t fit and you need to exchange for a different size, please follow these instructions:
First, make sure that you have not worn or washed your item (besides trying on). Send your unworn and unwashed items to:
ATTENTION: EXCHANGES - SIZE
Address
11923 NE Sumner St
STE 739782
Portland, Oregon, 97220, USA
Tel: 1-503-8361509
Make sure to include details on the correct size needed sent back.
You have 30 days to exchange your item.
Please Note: Customer pays return shipping on exchanges. The USPS has the best rates in our experience, but you can ship back to us any way you like. If you have a question about your return, contact us at admin@FamilyCutey.com.
What do I do if I received the wrong shirt or my shirt is defective?
If this happens, we are truly sorry. Please email us at admin@FamilyCutey.com and tell us your order number and how we messed up.
We will take care of you and cover all costs of getting you the right shirt. We will send you a new shirt and pay for your shipping to send that one back to us. We are human and do make mistakes. We will make sure to correct the issue ASAP!
SHIPPING
How much is shipping?
The shipping cost is $4 plus $1 per additional shirt in the US and $10 plus $1 per additionally shirt to the rest of the world.
Do you ship internationally?
Yes we have and shipping fee starts at $10.00
How do I track my package?
You can check on the status of your order at any time by emailing the customer support desk at admin@FamilyCutey.com.
How long does it take for an order to arrive?
This depends on the product ordered. Most of our t-shirts and apparel products are printed on demand. It typically takes about 7-10 days to get your shirt printed, shipped, and delivered. All shirts ship from our US print facility and travel via UPS to your address, tracking numbers available.
For non-apparel items, delivery can vary and take 2-3 weeks. We use manufacturers all over the world to bring unique and specialty items to our customers, so not everything comes from the US. These items ship via USPS and all have tracking numbers.
If you're still not sure, just email us. We're happy to help.
I ordered 2+ items, but only received one... where's my order?
Since we print on demand and we have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way.
SHIRTS & APPAREL
What type of t-shirts do you print on?
We print on the finest, softest, comfiest tees...Tee Launch supply all of our products.
How are your shirts printed?
We use a world class infrastructure for screen printing, DTG printing, and sublimation. The style of printing is determined by the product you purchased. Our primary print style is Direct to Garment (DTG), which is a method where the printer directly applies ink onto the t-shirt with inkjet technology.
Understanding DTG Printing: It involves a special printer, which prints the ink directly onto the garment for the design. DTG uses specialty inks, which are absorbed by the fibers of the garment. This allows high quality and colorful designs, plus fast turnaround.
What is that smell?
When you open your bag of garments, you will get a strong vinegar smell. Through the print process we use a pre treatment on our garments before printing. Once the pre treatment is sprayed and the image is printed the garment then is sent through the dryer. The pretreatment is necessary for the ink to dry to the garment in the dryer. Once the garment passes the quality control check they are bagged and labeled for shipping. So the smell can be strong.
Removing the smell is easy. Just was the garment inside out in cold water with a light detergent and the smell will be removed. It is not necessary to turn garments inside out.
NON-APPAREL ITEMS
Where do your other items come from?
Family Cutey is all about bringing you unique and specialty items that you won't find anywhere else. So we source items from all over the world. Because while some of our items do come from right here is the US, there are many items that are simply not available stateside. To keep a diverse group of products you will love, we go far and wide to find the best manufacturers designing the coolest stuff.
PAYMENT
How can I pay?
Currently we have Paypal as method of payment. Meaning you can pay thru your Paypal account or through your Credit card via Paypal Express Checkout. You will just be redirected to a Paypal site (very much legit and connected to the store), where you need to input your credit card details. Your transaction will then be assured by Paypal.
STILL HAVE QUESTIONS?
Sure, no problem! Just email us at admin@FamilyCutey.com and we'll get back to you right away.