FAQs

Will you ever have other bracelet/apparel colors?

We will continuously introduce new colors and new styles of bracelets every seasonal release. If there are any specific color combinations you would like to see please let us know. We would love to hear your opinion!


Will you ever have more artist bracelets?

We would love to have a bracelet for every DJ in the industry. Unfortunately, partnering with artists can be a difficult process that can take many months or years. We can promise you that we are working tirelessly to get as many as we can!


I can't find my size! When are you restocking on apparel?

Items that are sold out will not be reproduced because every apparel we release is limited to the season/capsule/Loyalty item at the time. If a customer returns a shirt for an exchange, it will be available on our website for a short amount of time until another customer makes the purchase. Furthermore, if there are any official restocks in the future, we will definitely be posting about it on our social media channels so make sure you follow us for updates!


How do I know what size to buy?


Check out our sizing guide below!



What is a FAM Point?

FAM Point is a point-based reward system that we have started with the release of the mini-Spring 2015 collection. For further details regarding FAM Points, you can read about it here: how does it work? Please note that FAM points are not given for items on sale or clearance.


How does the refer-a-friend program work??

To qualify for a promo code, the referred person must (i) be a new customer, (ii) use a referral link to obtain the promo code and (iii) place an order with a subtotal that is greater than or equal to $25. Referring customers will receive a referral credit in their email after the referral is confirmed and the referral credit is approved by a customer service member. Customers are limited to referring two people per household. Referring customers may only earn one referral credit per referred person equaling $20 in Electric Family store credit valid with a minimum purchase of $45. In the event a referred person returns a purchased item and their lifetime order value decreases below the minimum purchase amount, the referral credit awarded to the referring customer will be rescinded.  Customers may not refer anyone who has an existing Electric Family account under an alternate email address.

If you are still having issues, please let us know and we'll try our best to assist you further.


What are the different rates for shipping?

Domestic Rates (USA)

Standard Rates (4-7 Business Days) 

  • Bracelets: $3.50
  • Tees: $7.00
  • Hats/Hoodies: $10.00 

Priority Rates (1-3 Business Days)

  • Bracelets: $7.00
  • Apparel: $12.00

Spend more than $50 and receive free shipping! (Standard Rate)

International Rates

Standard Rates (14-21 Business Days)

  • Bracelets: $6.50 to $10.00 depending on country of origin
  • Apparel: $8.50 to $15.00 depending on country of origin

Priority Rates (2-4 Business Days)

  • DHL Express: $33.00 through $80.00 depending on country of origin

Spend more than $80 and receive free shipping! (Standard Rate)


What is the typical delivery time?

Domestic

Standard Shipping: 3-7 Business Days
USPS Priority: 1-3 Business Days

International

DHL Global (Default Option): 14-21 Business Days (could take up to 3-4 weeks for certain countries)
DHL Express: 3-5 Business Days


Did my order go through? I didn't get a confirmation email.

If you did not receive a confirmation email with an order #, your order did not process in our system. It is common for the charge to show up on your credit/debit card bill as a pending charge, but the tendered amount will automatically be refunded into your account (typical time for this is 1-3 business days, depending on your bank). Please try and place your order again, and contact us at customer service for further assistance.


My debit/credit card isn’t working and my order isn’t going through…help!

If the zip code on the billing address and card information field don’t match, our system will not accept your order. Here are a few solutions that have successfully fixed the problem:
1. Place the order again with the same card
2. Use a PayPal account
3. Use a different credit/debit card
If all fails, we can manually process the order; however, the zip code on your payment information needs to match the zip code that you have on your bank account.


What information does Electric Family store?

Electric Family does not store any payment information in our backend system.   Please see our Privacy Policy & Terms of Service for further information:

Privacy Policy

Terms of Service

If there are any issues with your payment card, please contact your bank and/or Shopify directly to resolve any issues.


Why would I pay extra for DHL Express shipping?

Here is the breakdown of the differences in DHL Express and DHL Global Mail for our international customers.

DHL

With DHL we can guarantee you the following:

  • Door-to-Door Pick-up and Delivery
  • 2 to 3 days Transit Time (As quoted by DHL)
  • Dedicated Local Account Manager
  • Wheels-up customs clearance
  • 24/7 Pro-active Shipment Monitoring and Analysis

*Please note that any additional fees due to Customs/Taxes or DHL fees are the customer's responsibility

Additional information regarding Duties & Taxes

DHL Global Mail

The default international shipping option, DHL Global Mail offers a variable shipment time – this is why there is a quote of 14-21 business day range for the DHL Global service based on our experience with most countries that we ship to. However, please note that orders can take anywhere up to 3-4 weeks depending on your country.

For more information regarding the DHL Global Mail service, please read under:

Globalmail Packet Plus

http://dhlecommerce-usa.com/international-lightweight-parcel-shipping-with-tracking.aspx

Shipping Regulations per Country

http://pe.usps.com/text/imm/ab_toc.htm

If your country does not have a DHL option during check out, shoot us an email to support@electricfamily.com and we can add it onto the list!


International Taxes/Duties

If you've placed an order outside of the United States, your order may be subject to customs fees. Every country has its own set of regulations so please contact your local postal service or customs office to learn more about how your country handles taxes and duties.

Electric Family is not responsible for any additional fees that your country may charge for importing goods, and it is the sole responsibility of the customer to pay customs fees.

Also, please be aware that there may be rare occurrences where customs will delay the transit time of some packages.


Why was my order cancelled?

Below are possible reasons as to why your order was cancelled/refunded:

  1. You did not respond to an important email from Electric Family regarding a time sensitive email.

  2. You may have placed a duplicate order and we automatically refunded it to make sure you were not charged twice.

  3. Your order was flagged as "Highly Fraudulent" and was refunded (in this case, please place an order again and provide us with the following information in the 'Notes' section during checkout):

  • Billing Address
  • Last 4 Digits of Credit Card/Debit Card Used
  • E-mail Address

If you have any questions or concerns please send us an email at support@electricfamily.com


What happens if I don't pay my customs fees?

If you do not accept the package from Electric Family due to any unforeseen circumstances, you are responsible for the original shipping charges of your order. This amount will be deducted from your merchandise order if a refund is requested.


What is a Non-Sterling Transaction Fee?

If you make a transaction in a foreign currency, you will be charged a non-sterling transaction fee of 2.99% on the transaction amount. If you use your Card to withdraw cash abroad a cash fee of 3% of the withdrawal amount or £3 (whichever is greater) will be payable in addition to the non-sterling transaction fee (definition taken from Google.com).

Electric Family is not responsible for Non-Sterling Transaction Fees, and it is the customer's responsibility to pay this fee.


Do you have tracking on your shipments?

YES we do!! We offer tracking on all shipments in the United States. International tracking for USPS is only supported for select destinations.


Can I Ship to a Hotel Address?

If you would like to have an order shipped to a hotel, please contact the hotel to make sure that they can receive packages and that you allow enough time for the package to reach the hotel before you check out. Please be aware that Electric Family is not responsible for packages that are lost or misplaced when shipping to a hotel address -- if the package status says “Delivered” and for whatever reason you were not able to receive it, the package will not be refunded or reshipped.


Lost/Unknown Causes in Shipment

Packages that are either stolen/lost in transit are eligible for reshipment. For your order to quality for this, your tracking must not have a confirmed 'Delivery' status in the tracking link. Also, if your package does not arrive after the estimated delivery time as mentioned in the Shipping Guidelines, please follow these steps to troubleshoot the issue before contacting us:

1. Contact USPS (Domestic) or your Local Postal Service (International) to explain the situation and provide them your tracking number

2. If they are unable to help you, e-mail us at support@electricfamily.com with a brief explanation of your situation

3. We will follow-up with either a refund or reshipment depending on the customer’s request

Within reasonable requests, we will reship your order for free; unless there are items that are out of stock (which we will refund you for that portion). However, please understand that we can only honor one reshipment (via USPS First-Class) per customer. If the reshipment does not arrive at your address, we will refund your order charge (excluding shipping fees).

For our international customers, DHL Express service is recommended to ensure that your package arrives quickly and safely to your destination.


Bracelet Replacement Policy

Electric Family bracelets are eligible for a one-time replacement (same model and/or artist, unless out of stock or discontinued). Our bracelet replacement policy has changed so please read the following information carefully.

I. Bracelets that fall under one or more of the following scenarios and have been in the possession of the customer for less than 21 days will be replaced and shipped out with no questions asked upon photo verification:

  • Defective bracelet upon arrival
  • Tarnishing/Discoloring of the metal clasp
  • Receiving incorrect bracelet
  • Overstretching of bracelet material

Please e-mail a photo of your bracelet to support@electricfamily.com and provide us with your full name & shipping address. You will receive a confirmation e-mail when your replacement is shipped out!

II. Bracelets that experience natural wear & tear (discoloration/tarnishing, bracelet material stretching, back plate falling off, etc.) and have been in the possession of the customer for over 21 days will be replaced once we receive the worn out bracelet in our office. Customers are responsible for providing postage and sending the product back.

Send your bracelet(s) to:

EF BRACELET EXCHANGE

5855 GREEN VALLEY CIR STE 214

CULVER CITY, CA 90230

Please make sure that the package is secured & return address is written on the package with your order number so that we know where to send the replacements!  We will not provide exchanges for bracelets that are sent in plain envelopes and/or get lost in transit.  


My order was shipped but I typed my address incorrectly...

Please notify us at Customer Service (support@electricfamily.com) immediately if you have entered your address incorrectly during check out.


All orders that have been shipped to an incorrect address will be the customer's responsibility for paying for the shipping fees associated with the order. Once the package returns to our facility, we will refund the order for the total amount that was spent on the payment (minus shipping fees). If your package has already left our facility, please see if USPS (for US-Customers) can intercept your package before returning the package back to our facility.

You can read more about it here: https://www.usps.com/manage/package-intercept.htm We apologize for the inconvenience, but there isn't a similar service for International Customers.

Electric Family will not be responsible for packages and/or additional fees that are associated with shipment to an incorrect address.


My Tracking Says 'Delivered' but I didn't receive my package!

Please do the following before contacting Customer Service:

  • Contact your local Post Office and see if the package has arrived at the facility (please give them your tracking number)
  • Inquire any neighboring units, complex management (for apartments/condos), etc. to see if the package has been misplaced

If the package is not found, Electric Family will reimburse you for the full amount that was spent on the merchandise in the form of store credit (minus shipping and handling). A tracking link with the "Delivered" message confirms that what we sent out has arrived at the address you provided, but we will cover your cost with store credit in this specific scenario.


Where is my order coming from?

Culver City, California


Can I retroactively add a discount code?

All discount codes must be applied during checkout, and only orders that are unfulfilled will be eligible for retroactive discounts. Discount code must still be active for it to apply, and time-dependent codes will not be honored unless the purchase was made during the promo period. If you would like to apply a different discount, you will need to place a new order, and cancel the previous order by contacting support@electricfamily.com and providing your Order Number.

 

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