Return & Refund Policy

This Return & Refund Policy applies to all purchases made at Gofamily.

By placing an order with us, you agree to the terms below.

Return Window

We accept return requests within 30 days of delivery.

After 30 days, we are unable to offer returns or refunds.

Return Eligibility

To be eligible for a return, items must meet the following conditions:

• The travel backpack must be unused and in original condition
• No signs of heavy wear, washing, stains, or damage caused by misuse
• All original tags, packaging, and accessories must be included
• Items must not have been modified or altered in any way

Returns that do not meet these conditions may be refused or partially refunded.

Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

We will offer one of the following solutions:

• Replacement (correct or identical item)
• Full refund

We may request photos or videos to verify the issue before processing.

Lost or Missing Orders

If your package is marked as delivered but cannot be found:

1. Check your delivery location and surrounding areas
2. Confirm with neighbors or building management
3. Contact USPS for delivery confirmation
4. Then contact our support team for assistance

We will investigate the issue with the carrier and provide a suitable resolution.

Return & Exchange Process

To start a return or exchange, please follow these steps:

1. Contact our support team via email
2. Provide your order number and reason for return
3. Receive your Return Authorization and Return Label
4. Download and print the return label provided
5. Package the item securely in its original packaging
6. Ship the item to the return address we provide

Once the return is received and inspected, we will process your request.

Return Shipping

• Return shipping costs: Covered by us for damaged, defective, or incorrect items
• For other return reasons (such as change of mind), return shipping may be the responsibility of the customer

Refund Processing

Once your return is approved:

• Refunds are processed within 3–5 business days
• Refunds are issued to the original payment method only
• Depending on your payment provider, it may take 10–15 business days for the refund to appear in your account

Restocking Fee

We do not charge any restocking fees.

Contact Us

For any return or refund inquiries, please contact our support team via [email protected].

We typically respond within 1–2 business days.