FAQs – Family In Heart
ORDER NOW - FREE WORLDWIDE SHIPPING THIS WEEK
ORDER NOW - FREE WORLDWIDE SHIPPING THIS WEEK

FAQs

How much is shipping?

It's all free on all products with no minimum purchase value required.

Which currency do we use?

All products are charged in USD. We have a conversion tool to show in your local currency for your reference, the actual conversion rate is based on your card issuer.

Do you ship to my country?

We offer Worldwide Shipping for most of our orders (unless specified on the product page) so it's very likely we can ship to your country including UK, Ireland, New Zealand, Australia, Europe, Canada, Philippines, Malaysia, and more!

Certain part countries e.g. Philippines, Malaysia, South Africa etc.. packages may be delivered to local post office (Phlpost, SApost instead of home address. In this case, you need to pick up your package personally at your local post office. This is due to local practice)

My debit or credit card has been declined?

If you are unable to complete your purchase due to decline from your credit card, the easiest way is to use another card. Unfortunately, we only get notify by our payment gateway but we cannot see additional information, please contact your bank for more information or notify them to accept Stripe as payment gateway.

From our experience there is a higher decline rate for visa/ master debit card or prepaid credit card for number of reasons:

  • Does not support online purchase
  • Transaction amount
  • Issuer bank blocked suspicious payment
  • Insufficient Funds
  • Does not support overseas merchant

How long does it take for an order to arrive?

Please refer to our shipping policy here

Can my order be shipped faster?

At this time, we only have standard shipping and the shipping times will vary depending on what products you ordered.
Express shipping is available on selected items please email us for more information support@familyinheart.com For more information on the shipping times, please refer to "How long does it take for an order to arrive" above.
Please note: we have received plenty of requests from our happy customers that want faster shipping options and it's currently in the works! Once it's effective in the store we'll let you know - we'll keep you posted!

    Can I change my shipping address after I place my order?

    For change of shipping address after your order has been placed, please let us know ASAP so we can make the change. We cannot guarantee that the address will be updated in time before your item is shipped so please give us the information as soon as possible. We will do our best to accommodate you. If item has been shipped, customer will be liable to pay for item and have it ship to correct address.

    It's been over 3+ weeks and I have not received my order yet. What should I do now?

    If you have not received your order within the time frame given for your order (see'How long does it take for an order to arrive' above for more information), please contact us and we will look further into your order immediately.

    A few examples for why orders may take longer to arrive to your shipping address:

      1. incorrect shipping address was entered when the order was originally placed
      2. there was an issue with customs which causes a slight delay
      Please contact us if you haven't received your order within the timeframe given. We'll take care of you so rest assured! :)

        Can I have a tracking number?

        Tracking number will be send automatically upon dispatch, please allow a few days for logistic company to update the information. Don't worry if the link did not work after you receive it, it is normal.

        I ordered 2+ items, but only received one... where's my order?

        We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately so they get to you faster. 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 :)

        Why have I not received any order confirmation details?

        Most times this is because our customers have accidentally entered their email information incorrectly, as order confirmation is sent automatically upon payment.

        If you believe you may have entered your email incorrectly please contact us and we will fix it for you.

        Item has been delivered to mailbox or delivered in that are stolen?

        We are not responsible for item(s) being misplaced/ stolen after delivered (E.g. after delivered mailbox). We will ensure item is delivered to your address according to information provided by the logistic company. Customer will be liable for the shipping cost if replacement item is needed.

        How do I contact you?

        If you have any questions that are not on this FAQ page, please email us at support@familyinheart.com where we will promptly get back to you. Our response time normally within 24-48 hours Monday - Friday, except holiday.