Delivery & Returns / Exchanges

Delivery

You can expect your package to be shipped from our facility 1-2 business days after it is ordered. In some special cases, such as big release days or large sales/promotions, it may be 2-4 business days before your packages leaves our facility.

Domestic:
After the package is shipped, it should arrive at your address in 4-7 business days for First-Class, and 1-3 business days for Priority. If it has not arrived within the expected timeframe, you can contact us at support@electricfamily.com and we will help you troubleshoot your package.

International:
After the package is shipped, it should arrive at your address in 14-21 business days. If it has not arrived within the expected timeframe, you can contact us at support@electricfamily.com. However, some countries may take up to 3-4 weeks depending on how quickly your order passes through customs and gets delivered by your country's Postal Service.

All orders are shipped via USPS & DHL eCommerce, and are traceable using the tracking number sent in your email shipment confirmation at: http://webtrack.dhlglobalmail.com/

For DHL Express customers (international only), please go to: http://www.dhl-usa.com/en/express/tracking.html


Returns / Exchanges

Items purchased directly from electricfamily.com may be returned or exchanged within 14 days from the date of arrival for a full refund for the cost of the item. The items package must be unopened, unworn, and without any visible damage. The total amount refunded will be credited to your credit card that was used at the time of purchase (minus shipping and handling) once the package arrives at our facility.  

Items that are ineligible for a refund:

  • Returned after 14 days from day of arrival 
  • Condition of product is unsatisfactory to be resold (stains, pet hair, unpleasant scent, washed)
  • Items sold in Mystery Packs or Clearance Section
  • e-Gift Cards

Please be aware that if your item is ineligible for a refund, we can either treat it as abandoned, or you can request for it to be shipped back at your own expense.

Send us an email at support@electricfamily.com to let us know you will be sending your order back and/or requesting a refund.

Refunds for items that are returned without contacting Customer Service prior to shipment will only be given in form of store credit.  Also, please ensure that you send out your package within 5 business days following confirmation that the item of your choice is available for Exchange. Any shipments sent after 5 business days will forfeit their reservation for an exchange.  We apologize for the inconvenience, but due to the volume of our inventory, we cannot hold an item off of online inventory for more than 5 business days.    

Other key notes regarding Returns/Exchanges:

  • Please make sure your proof of purchase is placed inside the returned package, along with your name and order number
  • Please write either 'Electric Family Exchange' or 'Electric Family Returns' on the package so we can easily identify the package
  • Please write your order number on the package/label
  • For exchanges, please note what size you are looking to exchange the current product for, along with all the other requirements listed above
  • Exchanges that are not sent within the time frame of 5 business days after contacting Customer Service will not guarantee that item will be available 

Electric Family is not responsible for losses incurred during shipping. Make sure your shipment can be tracked!

Please mail all returns to:

Electric Family Returns/Exchange (Please specify on package)
5855 Green Valley Circle Suite 214
Culver City, CA 90230


Loyalty Collection

Due to limited quantity and high demand, all sales are final on the Loyalty Collection items. We want to provide an equal opportunity for all customers and fans to get their hands on the limited edition gear.  Also, all discount/promo codes will be disabled for the duration of the sale. 


Clearance Items

All sales are final on clearance items -- no exchanges or refunds will be given for items purchased in this collection. 

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