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 fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item or if you would prefer for us to process a refund.

Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for the shipping cost to the customer.

Smilingfams will accept returns due to damage as long as a request to return is received by us within 5 days of receipt of item and are returned to us in the original packaging, unused and in a resalable condition. Return shipping will be paid at the customer’s expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. Smilingfams will refund the value of the goods returned but will NOT refund the value of any shipping paid.

In general, domestic shipments are in transit for 2 - 7 days

Orders are usually dispatched within 2 business days of payment of order Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

For all customer service enquiries, please send mail us at support@familiatrees.com