For UPS Delivery Only: The overnight delivery orders, placed on Thursday after 5PM EST, will be shipped on Monday.
We offer following Shipping Method for shipping
USPS( United Postal Service)( P O BOX Allowed)
Express Mail Air (1-2 business Days)
Priority Mail (2-3 Business Days)
Standard Mail (3-10 Business Days)
UPS (United Postal Service) - a PO Box is Not Allowed
Ground (1-8 Business days)
Next Day Air Saver (1 Business day by Evening)
Next Day Air (1 Business Day by Noon)
2nd Day (2 Business Days)
ORDER PROCESSING TIME
Depending on the day and time of your order you place, your order will ship as specified below.
- If you have place an order between Monday 5pm (EST) to Thursday before 5pm (EST) it will shipped before end of Next Business day.
- If you have place an order between Thursday 5 pm (EST) to Sunday 11 am (EST) will only ship by end of Monday.
- If you have placed an order between Sunday 11 am (EST) to Monday 5pm(EST) will be ship by end of Tuesday.
IF YOU DID NOT RECEIVE YOUR PACKAGE
If tracking detail shows that package is delivered and you did not received it please contact the delivery company for missing package. We are not responsible for stolen packages. We may consider to send another package if we find that customer is not at fault and need our own investigation. Please email us on firstname.lastname@example.org with your order number and in detail of your case. Please send us all your contact detail so we can discuss on phone and email.
DAMAGED OR MISSING ITEM IN PACKAGE
If tracking detail shows that your package was damaged and it will return to sender. Please contact us ASAP by email or phone with your order number and tracking detail so we can send you another package ASAP
If you receive damaged or missing items, please take a photo of box with all item inside and also photos of all damaged items. We will file a claim with shipping company in behalf of you. We will refund you for the damaged item. Sometime we short shipped items, in this case you will see on the packaging list the actual shipped quantity. We will refund you for short shipped items in 1-5 business days.
IF TRACKING DETAIL DOES NOT SHOW ANY MOVEMENT.
All USPS Tracking number only shows progress after 12-24 hours. Some times it can take up to 5 days for standard mail to show any progress. If you think that your item is lost in transit please let us know ASAP. We will send you another package for any lost package in transit.
Please track your package and if you don’t see any progress in delivery in 5 business days contact us ASAP. We are not responsible for any lost package in transit after 10 days of shipping date.
CHANGE OF SHIPPING METHOD.
Some time we do change from UPS ground to USPS priority shipping so customer get their package quicker. If you do not want to substitute the shipping, please make a note on the final page of check out comment section as follows “DO NOT SUBSTITUTE THE SHIPPING. I WANT UPS SHIPPING ONLY NO USPS”
IF ADDRESS IS ONLY PO BOX
All free delivery and UPS delivery need street address. We cannot ship UPS Package to PO Box. If you have only a PO BOX address, then please choose USPS delivery Method Only.
BILLING AND SHIPPING ADDRESS IS DIFFERENT.
If your billing and shipping address is different we may hold your package or even cancel the order if we think that your credit card has been compromised. If you use PAYPAL this will not apply to you. We will Contact you by phone if we are canceling your order.
WRONG ADDRESS / RETURN PACKAGE BY SHIPPING COMPANY
If you have entered the wrong address or did not put apartment/suite number and the package gets returned to us, then we will refund the order minus the shipping cost. We do not reship any return order due to wrong address or orders refused by the customer. If you still need the order than you need to place a NEW order again with right information. We do not change any address without consulting the customer. If you have place an order and you have realize that you have entered the wrong address just send us an e-mail with the correct address and we will change it for you if your package is not shipped.
VERY IMPORTANT MEDICINE OR LIFE SUPPORTING SUPPLIES.
We highly advice you to get very urgent items at your local pharmacy because we do not have any control over lost or delayed shipments by the carriers.
Cancel or Modify Your Order
Please send us an email at orders@FamilyOTC.com with your Order number, contact detail and reason before Next Day 8 o'clock in morning EST time. We will cancel your order with 100% refund if your order is not shipped.
In order to return merchandise Please e-mail us at orders@FamilyOTC.com
You have 30 Days return policy once you have received the product. Please email us on email@example.com for your return request with your order number and contact email address. If you have passed the 30 days we still accept the return with 25 % restocking fees but it depend on product and reason. Please contact us for your request and we will help you.
We are unable to accept returns or grant refunds on any bottled product that does not have a security seal once the order is placed or for any product that has its security seal broken.
We do not accept Returns on Cold items ordered.
Please make your selections carefully. We don not accept return for items which need Cold Pack with it. We can not even cancel the order if it has been shipped. Some of the Cold Item are not eligible for free shipping. If you paying shipping for this items please choose Priority or next day and second day delivery only. We may cancel order if you do not choose this shipping.
You may return any unopened merchandise (except: under garments; bottled products without a security seal; products with broken security seal ) in its original condition, including original packaging and packing slip within 30 days of order date and you will receive a full refund less shipping. If you had free shipping on the returned original order, you will only receive refund on the order less shipping.
Please chose clothing items such as under garments carefully. Make use you have picked the right size, color before placing your order. Remember these items can not be returned.
Any shipping cost you incur to return the product to us will not be refunded.
Shipping cost is non-refundable for undelivered, unclaimed or returned packages, unless we made an error. If package is undelivered due to wrong address, Refuse, Unclaimed or return by buyer we will charge shipping plus 25% restocking fees.
We require the following information to process your return
If this information is not included, we will be unable to process your return.
RMA number Full name and address Phone number E-mail address Packing slip Original Order Confirmation Number Your reason for returning the merchandise
Please return the merchandise to:
10055 Belknap Road
Sugar Land, 77498
All returns must be shipped back to FamilyOTC.com using a traceable courier. (UPS, FedEx, USPS Delivery Confirmation)
Any package that has not been received by FamilyOTC.com and tracking information cannot be provided, will be the sole responsibility of the shipper.
**Please allow up to 7 business days to process your return or exchange once we receive your package.
If your package is returned to FamilyOTC.com marked as "refused", "unclaimed", or "undeliverable", and you would like to have it re-shipped, we will unfortunately need to charge a re-shipping fee.
If you have any question regarding any issue please contact us on email with your
order number and we will try our best to help you with any issues. Each case is unique and we handle it accordingly to make our customer happy.
10055 Belknap Road
Sugar Land, 77498
Orders shipped via Standard Shipping will be shipped via the US Postal Service or UPS. Unfortunately, there is no way to guarantee that your order will be shipped via a specific method when you choose standard delivery unless you have a P.O. Box. If you have a P.O. Box, all orders will be shipped via the US Postal Service.
In order to provide better service, we ship all orders USPS Priority to U.S. Territories and APO/FPO Military Addresses (we use more economical shipping methods for all other orders). The delivery time is up to 3 times faster for our customers in these locations. As a result of this increased cost to ship these orders via USPS Priority, shipments to U.S. Territories require a $11.99 surcharge and APO/FPO Military addresses require a $4.99 surcharge. This surcharge is not listed at checkout and is in addition to regular delivery charges. If your order qualifies for free shipping, the shipping charge will be deducted from your order at checkout but this surcharge will still apply.
Shipping to Alaska and Hawaii may require an additional 2 to 3 days.
We're sorry, but expedited shipping is unavailable for U.S. Territories and APO/FPO Military addresses. We ship only via standard shipping (USPS Priority) to these locations. Packages sent to Military and Territorial addresses may be delayed by standard mail handling.
FamilyOTC.com reserves that right to make substitutions in size of product available. Whatever size are substituted, it will only be done so that the result is a savings to the customer.