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Preguntas Frecuentes sobre nuestro servicio - FamilyBox.Store

Frequently asked questions about our service

In this section you can read the most frequently asked questions from our clients:

 

Orders and shipments:

How long will it take for my order to be shipped?

If the destination of your order is Caracas, it will be delivered the same day if you place the order before 11:00am from Monday to Friday. Orders placed during the weekend will be delivered on Monday in Caracas.

If the destination of your order is the interior of the country, it will be shipped the next business day and the delivery time is 3 to 4 business days.

Can you deliver to any destination in Venezuela?

Although we have extensive coverage, there are destinations that we cannot cover for logistical or security reasons. To validate if we can deliver your order to a specific destination, we recommend you review our coverage section by clicking here.

How can I register as a customer?

You can register when placing an order, the data you enter in the checkout forms will be used to create your account.

How can I change the delivery address of my order?

If you place an order and it has not been shipped yet, you can write to us at contacto@familybox.store indicating the delivery information and we will take care of adjusting your order. Please note that this request must come from the email that is registered in our system.

If the order has already been shipped, we will do our best to redirect it to the new address, however we cannot guarantee that the address will be changed. Additionally, additional charges may be incurred due to additional package redirection.

What is the delivery time?

Our delivery times in Caracas are the same day if the order is placed from Monday to Friday before 11:00 AM. If the order is placed during the weekend, it will be delivered on Monday.
If the destination of your order is the interior of the country, it will be shipped the next business day and the delivery time is 3 to 4 business days.

Will you save my credit card information?

If you use credit cards as a payment method to pay for your orders, your payments will be processed directly by Paypal in a pop-up window controlled by Paypal. FamilyBox does not have access to your card information or the access code to your Paypal account, therefore we do not save or copy information about your payment methods.

How can I ensure that my order will be delivered?

We have more than 5 years in the market offering a reliable service, you can visit the reviews section to check the satisfaction of our buyers.

Do you deliver orders to other countries?

FamilyBox specializes in shipping food and other items throughout Venezuela. You can make your purchases from any country in the world, and the delivery will always be in Venezuela.

At the moment we do not offer delivery in countries other than Venezuela.

Will my orders arrive in one or several packages?

We normally group all the items in your order in as few boxes as possible to optimize shipping. 
If you have a special request, such as, for example, that we group only some products and that others go in an additional package, please specify it in the comments field of the purchase form.
You can also contact us through email contacto@familybox.store, or on our Instagram account, by clicking here

I want to suggest a product

If you think there are any products that we should offer on FamilyBox, we will be very grateful for your feedback and we will do our best to include the products you want to send to Venezuela. Write to us at contacto@familybox.store and we will take note of your suggestions.

 

Help and Support

My order arrived incompleteIf any of the items in your order were missing when you received your order, please write to us at contacto@familybox.store indicating the missing items, photographs of the box. Once we receive your email and verify your claim, we will resend the missing items to you as soon as possible.

My order box is damaged, what should I do?

In some cases, the boxes may suffer some external damage, however, this does not mean that the items have been damaged. In these cases, we ask you to open the box carefully and count the items, which must correspond to your order. If there are any shortages, please let us know.

I had a problem with the person who made the delivery

If you experience any inappropriate treatment by the person in charge of making the delivery, please notify us immediately, and we will issue a report to TEALCA. This does not mean that TEALCA will apply any immediate solution, but your report will be included in the improvement statistics and measures will be applied at some point in the future.

How can I receive support?

If you require any help with your orders other than the situations specified in this section, contact us by email contacto@familybox.store or write to us by WhatsApp by clicking here indicating your contact information, telephone number and WhatsApp and we will respond as soon as possible. .

 

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