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FAQ

  • What do I do if my order is wrong or messed up?
    If you are not happy with your purchase or have received a defective product, you can submit a replacement request to our customer support team at customersupport@heavyonthefamily.com. Heavy On The Family LLC will not accept any returns. If after review it is deemed your product is damaged or defective we will reissue you a replacement product within 14 business days after the replacement request is processed. Please allow 1-2 weeks for your replacement request to be processed.
  • How long does shipping take?
    Orders are usually dispatched within 7 business days of payment of order Our store operates on Monday - Friday during standard business hours, except on national holidays at which time the store will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
  • An item is out of stock, when will it restock?"
    Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will contact you about whether you would prefer to await restocking of the back ordered item(s) or fulfill the available products to you and ship the back ordered items to you when items are restocked.
  • I need help with my order, who do I contact?"
    Please contact our customer support at customersupport@heavyonthefamily.com
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