Where are you based?
We're happily based in Reno, Nevada - The Biggest Little City in the World.
How secure is my personal information?
Family Avenue adheres to the highest industry standards to protect your personal information.
Your credit card information and personal details are encrypted during transmission using 256-bit SSL (Secure Sockets Layer technology), the same level of encryption used by large banks around the world.
Your credit card information is only used to complete the requested transaction and is not subsequently stored.
How does shipping works?
Family Avenue partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.
Because we ship directly from our partners in these countries, your item may take 1-3 weeks to arrive (depends on your country/region). Sometimes it might take up to 5 weeks due to high demand. Please do not panic if it does not show up immediately, it's on its way (please email us for tracking) :)
We offer international shipping options too - no matter where you are, you can buy from us!
How do I check the status of my order?
After your order is shipped out, a confirmation email with a tracking number will be sent to you. This tracking number will be valid for checking within 48 hours after you receive the email. Enter your code in the Order Tracking Service page to check the status of your order. (During Holiday Season, Orders with Standard Shipping won't be traceable once the parcels arrive in the United States as USPS tracking service is no longer updating the information for shipped packages).
I've only received a part of my order! Where is the rest?
Since we sometimes ship our items from multiple warehouses you might receive some of the items separately. So if you've only received a part of the order there's no reason to worry, the rest of the items are on their way.
I've put a wrong shipping address and/or picked a wrong size/variant! Can I change it?
If this happens, contact us as soon as possible, as we might be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order. If your order has already started the shipment process, we won't be able to change the size or variant. The same goes for changing the shipping address if a product was already shipped.
What do I do if I need an exchange?
Sometimes a return or an exchange is necessary. If you are not 100% satisfied with your purchase, please take advantage of our return and exchange policy. See all details on the Return Policy page.