Frequently Asked Questions

Family is 100% independent. We only put out stuff that we would use/wear/have in our own lives. Many of our products may have a hand made feel and thats how we like it :) We hope you do too. Thanks for the support!

AVERAGE ORDERS TAKE 21 DAYS TO DELIVER. We are small and make almost everything to order. Thank you for your patience. 

SOME ORDERS SUCH AS ORIGINAL ARTWORK OR CUSTOM MADE ITEMS MAY TAKE LONGER TO INSURE PROPER DELIVERY. WE WILL CONTACT YOU DIRECTLY TO ARRANGE SPECIAL DELIVERY ITEMS.

WHAT IS YOUR RETURN POLICY?

Because we make everything to order ALL SALES ARE CONSIDERED FINAL. Returns are accepted only in the case of mis-shipment. Make sure your order is exact when you submit payment. No exchanges for other sizes, or designs. No exceptions. Sorry.


HOW MUCH IS SHIPPING? WHY IS THE SHIPPING SO EXPENSIVE?

Shipping Costs are listed at checkout. Art and Skateboards can be big and so shipping sometimes is expensive, especially international, unfortunately this is out of our control.
 

WHY DID I ONLY RECEIVE PART OF MY ORDER?

Our products ship separately. You may get packages delivered on separate dates. Tracking information for each separate package is emailed upon shipment.

WHAT IS YOUR NORMAL PROCESSING TIME?

We are small but we do our best to ship orders as quickly as possible. It may take up to 21 business days to produce and ship your order (Applicable for DOMESTIC UNITED STATES orders of in-stock items ONLY). This does not include transit time. Shippers often have delays. This is out of our control.

WHAT IS YOUR NORMAL PROCESSING TIME FOR INTERNATIONAL ORDERS?

There may be (up to) a 30-day processing period for all international orders. This DOES NOT include transit time. DHL may take up to 30 days or longer to deliver international parcels. Once a parcel leaves us, it is in the hands of DHL and therefore, is entirely out of our control. Once it is shipped, there is nothing we can do unless the parcel is returned to us. International customers are advised to order at your own risk. Sorry

 

AM I ABLE TO CANCEL MY ORDER?

No. Once orders are placed they can not be canceled. Make sure your order is exact when you submit payment.

 

WHY HAS MY PACKAGE BEEN DELAYED IN TRANSIT?

Unfortunately, we do not have any more information than you do regarding this, aside from the tracking numbers, which are provided during the time of purchase. Once orders leave our facility, it is in the hands of shippers and out of our control. 

 

DO YOU NEED MY COMPLETE ADDRESS?

Of course. Please make sure to provide a COMPLETE address. If you leave out an Apartment, Suite or Floor number, it is likely the post office will return the package to us. 

 

WILL I RECEIVE A SHIPPING NOTIFICATION? WHO IS RESPONSIBLE ONCE IT LEAVES YOUR FACILITY?

A shipping notification will be emailed to you upon shipment of your order. All items are shipped in brand new condition, safely and securely. Once the order is shipped we are NOT RESPONSIBLE for any loss or damage incurred in transit to your package. By ordering from this site you agree to these terms. 

 

HOW ARE PRICES DISPLAYED?

Prices are shown in USD. For conversion, we recommend using a currency converter. We are not responsible for any mis-calculated currency conversion by any customer.

 

DO YOU OFFER INTERNATIONAL SHIPPING?

Yes; however, Any import duties, taxes or brokerage fees due at the time of delivery are the sole responsibility of the receiving customer.

 

WHAT HAPPENS IF CUSTOMS IS HOLDING MY PACKAGE?

We will not contact Customs for you, or assume any responsibility regarding Customs, or packages that are held at Customs. Sorry.

 

WHAT IF I DON’T RECEIVE MY INTERNATIONAL ORDER?

We do not guarantee the delivery of international orders. If the package returns to our shipping facility, we will reach out to you. 

 

ARE SHIPPING COSTS REFUNDABLE?

Under no circumstances are shipping costs refundable. Sorry.

 

DO YOU OFFER ‘HOLDS’ ON ITEMS?

Absolutely not. We will not hold any items at our facility, or anywhere else, under any circumstances. 

 

CAN YOU COMBINE TWO SEPARATE ORDERS I PLACED INTO ONE SHIPMENT?

No. We have a very small staff that handles everything. It's not possible as it causes too many delays. No exceptions. Sorry.

   

WHAT IF I HAVE ANY ADDITIONAL QUESTIONS?
ALL INQUIRIES CONTACT: wtfisfamilydotcom@gmail.com

Please allow for 3-5 business days response time. We will get back to you. Please do not e-mail our personal e-mail address, Facebook, or Instagram regarding online orders. WE WILL NOT REPLY. Please use the aforementioned web store e-mail for these specific inquiries.