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.