FAQ

  • WHICH COUNTRIES DO YOU SHIP TO?

Fresh Phamily  ships to countries worldwide, as listed below:

  • DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

Registering with us will allow you to have the full future benefit of our FRESH PHAMILY account:

  • Receive weekly and monthly sales/specials on your favorite items
  • Track your orders and review your previous orders
  • Be notified when we have new stock
  • Manage your account details, email preferences, and check our order status
  • Gain access to your Wish list and share them with your friends
  • Request to exchange or return directly from your account
  • I FORGOT MY PASSWORD?

Not a problem! Simply follow the forgotten password instructions on the sign in page. You will need to create a new password for your account.

  • WHAT PAYMENT METHOD DO WE ACCEPT?

We gladly accept any credit cards that contain a logo from Visa, MasterCard, Discover, and American Express. Please make sure you enter the correct billing information that matches with the credit card you are using.

  • HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?

If you are placing your order with a debit card, the payment will be deducted from your account when you confirm your order. If you are using a credit card, it will be charged when you confirm your order but will be deducted in 1-3 business days. After you place an order, we will send you an email confirmation that your order has been placed. In any rare occasion that the item you ordered is out of stock, we will contact you and not charge you for the sold out items.

  • HOW CAN I TRACK MY ORDER?

Once your order has been dispatched from our warehouse, you will receive an email confirming your shipping details and tracking number. You can log into “My Account” to view and track your shipment in "Order Status"

  • CAN YOU SHIP MULTIPLE ADDRESSES?

If your order contains items for gifts that need to be shipped to multiple locations, you will need to order separate orders for each address. Please contact our Customer Care if you have any questions.

  • HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?

For Information about shipping and delivery, please view our shipping pages.

  • CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN SHIPPED?

Once the box has left our warehouse, we are unable to change to a different address. Please take the time to confirm a suitable shipping address for your order.

  • CAN I ADD ITEMS TO AN EXISTING ORDER?

Once an order has been processed, we are not able to combine orders or add items to an existing order. If you need to add an item and would like it to be delivered in one box, we recommend canceling the existing order and place a new order with all the items you require.

  • I NEED TO CHANGE SOMETHING IN MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, contact us immediately. We usually process orders within 1 business day (3-5 hours) and once the order has been processed we will be unable to make any changes.

  • HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?

Our website guarantees your order will leave our warehouse within 2 business days from the date it was placed. Once shipped: Standard Shipping: 4-10 business days / Priority Shipping: 2-3 business days

  • WHERE IS MY ORDER SHIPPING FROM?

All online orders are shipped from Los Angeles, California.

  • WHAT IS YOUR RETURN POLICY?

If for any reason you are unsatisfied with your online freshphamily.com purchase, you can return the unwanted items to our warehouse within 30 days of receipt for a free exchange ONLY. The 30 day mark will be calculated by the original purchase delivery date as stated on the tracking record of your shipment. Please read our for detailed information regarding what can and cannot be returned. Please remember that all sale/clearance items are final sale and cannot be returned for an exchange.

  • IS MY PERSONAL INFORMATION KEPT PRIVATE?

Your personal information is kept private and confidential and will never be shared with a third party, If you would like to read our privacy policy click here.

  • WILL I HAVE TO PAY INTERNATIONAL TAX & DUTIES?

Your order can be subjected to import tax and duties, once a shipment reach your country. Due to a wide range of countries we ship to, we recommend you contact your local customs office to get specific information for specific amounts and percentage. We are not responsible for any duties/taxes applied to your package, and you are responsible for paying additional charges for customs clearance. Note: In rare occasions, customs agent can delay delivery.