Return & Refund Policy

At SuperFamily USA, we want you to feel confident with every purchase. If something isn't right with your order, we're here to help.

15-Day Return Policy

Eligible items may be returned within 15 days of delivery.

To request a return, contact us at super@superfamilyusa.com within 15 days of receiving your order. Please include your order number and the reason for your return so we can assist you as quickly as possible.

Returns must be approved before being sent back. Items returned without prior authorization may not be accepted.

Return Eligibility

To qualify for a return, your item must be:

• In the same condition in which you received it
• Unworn, unused, and unwashed
• Free from damage, stains, odors, or signs of use
• In its original packaging, when applicable
• Complete with all original tags, accessories, manuals, or components
• Accompanied by your receipt or proof of purchase

We reserve the right to decline a return or refund if an item does not meet these requirements.

How to Start a Return

To request a return, email super@superfamilyusa.com within 15 days of delivery.

Please provide:

• Your order number
• The item you would like to return
• The reason for the return
• Photos of the item and packaging if the product arrived damaged, defective, or incorrect

Once your return is approved, we'll provide instructions on how and where to send your item.

Returns are handled by mail. Please do not send a return without contacting us first.

Return Shipping

For standard returns, including change-of-mind purchases, incorrect size selections, or items that are no longer wanted, the customer is responsible for return shipping costs and for arranging the return shipment, unless otherwise stated.

SuperFamily USA does not include return labels with orders. Unless we specifically provide a return label as part of the resolution of a damaged, defective, incorrect, or other qualifying order issue, the customer is responsible for obtaining and paying for the return shipping label.

Original shipping charges, if any, are non-refundable unless the return is the result of an error by SuperFamily USA or the item arrived damaged, defective, or incorrect.

If your order arrives damaged, defective, or incorrect, please contact us before returning it so we can determine the appropriate resolution.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, or different from what you ordered, contact us promptly at super@superfamilyusa.com.

Include your order number and clear photos showing the item, packaging, and issue whenever possible.

Once we've reviewed the information, we'll work with you on an appropriate resolution, which may include a replacement, refund, prepaid return shipping, or other remedy depending on the circumstances.

Please do not discard a damaged or defective item or its packaging until we've completed our review.

Personalized & Custom-Made Products

Because personalized and custom-made products are created specifically for you, they are not eligible for return or exchange due to change of mind, incorrect customer-provided information, or personal preference.

This includes products customized with names, dates, photographs, messages, artwork, engravings, or other customer-selected personalization.

Please carefully review all personalization details before placing your order.

If a personalized or custom-made product arrives damaged, defective, or was produced differently from the personalization information submitted with your order, contact us and we'll work to make it right.

Non-Returnable Items

Certain products cannot be returned, including:

• Personalized or custom-made products, except when damaged, defective, or produced incorrectly
• Gift cards
• Personal care or hygiene products that have been opened or used
• Perishable goods
• Hazardous materials, flammable liquids, or gases
• Items specifically identified as Final Sale

Additional products may be non-returnable when required for health, hygiene, safety, or other applicable reasons.

If you're unsure whether your item is eligible for return, contact us at super@superfamilyusa.com before sending it back.

Sale & Discounted Items

Unless specifically marked Final Sale, sale and discounted merchandise is generally eligible for return under our standard 15-day return policy.

Products marked Final Sale at the time of purchase are not eligible for return due to change of mind.

Your rights regarding damaged, defective, or incorrect merchandise are not affected by a Final Sale designation.

Exchanges

Need a different size, color, or product?

Because inventory can change quickly, we do not process direct exchanges.

The fastest option is to request a return for the eligible original item and, once the return has been approved, place a new order for the item you would prefer.

This helps you secure the replacement item while it is still available.

Refunds

Once an authorized return is received, we'll inspect the item and notify you of the status of your refund.

If your refund is approved, SuperFamily USA will process the refund to your original payment method within 5 business days following approval.

After we process the refund, please allow your bank, credit card company, or payment provider additional time for the credit to appear in your account. Processing times after the refund has been issued vary by financial institution and are outside SuperFamily USA's control.

There is no restocking fee for eligible returns.

Original shipping charges and return shipping costs are generally non-refundable unless the return resulted from a damaged, defective, or incorrect item or an error on our part.

Refused, Undeliverable & Incorrectly Addressed Packages

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an order is returned to us or our fulfillment partner because of an incorrect or incomplete address, refusal of delivery, or another delivery issue outside our control, additional shipping charges may apply if the order needs to be reshipped.

Any refund issued for an eligible returned package may exclude shipping or other costs incurred as a result of the unsuccessful delivery.

Order Cancellations & Changes

We begin processing orders as quickly as possible.

If you need to cancel an order or change shipping or personalization information, contact us immediately at super@superfamilyusa.com.

We'll make every reasonable effort to accommodate your request, but changes or cancellations cannot be guaranteed once an order has entered processing or production.

Personalized and custom-made products may enter production shortly after an order is placed and may no longer be eligible for cancellation once production has begun.

Questions?

We're here to help.

If you have questions about a return, refund, damaged item, or your order, contact us at:

super@superfamilyusa.com

Please include your order number whenever possible so we can assist you more efficiently.

Thank you for choosing SuperFamily USA. We appreciate your business and are committed to providing a dependable and enjoyable shopping experience.