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FAQs

Do not hesitate to contact  us if you have questions!

CARE INSTRUCTIONS

Gentle cycle with a mild detergent. No fabric softeners.
can be machine-washed cold, inside-out.
Use non-chlorine bleach only when necessary.
Do not dry-clean

ARE YOUR PRODUCTS ECO-FRIENDLY?

We try to do our best to minimize waste in packaging and source eco-friendly packaging materials. Many of our packaging materials are either recyclable or biodegradable. Bubble wraps are made from a minimum of 15% recycled plastic and 10% post-consumer content. Our kraft tubes are made from 70-100% post-consumer recycled content and 0-30% secondary recycled content. We also aim to develop our product catalog with sustainable clothing in mind.

WHY DOES MY SHIRT HAVE A VINEGAR SMELL?

When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discoloration is noticeable, the quality control team will include a card explaining that it's from the fixation agent. Here's how it looks:

WHAT PRINTING TECHNIQUES DO YOU USE?

Digital Direct

Digital direct printing is the standard print method for FamiLane.

In computer-controlled production, the colors are sprayed onto the item. Digital Direct is FamiLanes standard print method, as it’s the most favored choice.

  • Brilliant print results
  • Smooth surface thanks to dyed-in-fabric prints

Thermo sublimation

The design is initially printed on a transfer foil and then put onto the product by means of thermal evaporation.

  • Used to print on accessories like mugs and phone cases
  • The product’s surface will be colorized

HOW LONG DOES IT TAKE FOR MY ORDER TO BE PROCESSED?

From the time your order is placed there are two processes to consider. 

Fulfillment: Standard fulfillment time is 2-7 business days. Once your order has been fulfilled and left our building you will receive a notification with shipping information if applicable.  

Shipping: You have several shipping options to choose from - they can range from within 1-8 business days (1-20 for international orders) depending on the courier and level of service you select.

    DO YOU SHIP TO ALL COUNTRIES?

    • No, we don't ship to some countries because of legal restrictions or shipping carrier limitations.
    • For now, we don't ship orders to Crimea, Cuba, Iran, Syria and North Korea. This list may change periodically.
    • We ship internationally to all other countries!

      HOW QUICKLY ARE PACKAGES DELIVERED?

      • STANDARD SHIPPING inside the US arrives 5-10 business days after order is placed (this includes processing and shipping time). Tracking provided. Delivery to Alaska/Hawaii may take longer.
      • EXPRESS SHIPPING inside the US arrives 4-5 business days after order is placed (this includes processing and shipping time). Tracking provided.
      • INTERNATIONAL ORDERS (Standard shipping) will deliver within 3-4 weeks after it is shipped. Customs may cause further delays. You are responsible for paying any taxes or duties required by your country when you receive your package. All international sales are final.
      • INTERNATIONAL ORDERS (Express shipping) will deliver within 2 weeks after it is shipped. Customs may cause further delays. You are responsible for paying any taxes or duties required by your country when you receive your package. All international sales are final.

      WHICH PAYMENT METHODS DOES FAMILANE ACCEPT?

      FamiLane accepts the following payment methods:

      • Credit Card: Visa, MasterCard, Discover, American Express, JCB, Visa Electron. The total will be charged to your card when the order is shipped.
      • Shella features a Fast Checkout option, allowing you to securely save your credit card details so that you don't have to re-enter them for future purchases.
      • PayPal: Shop easily online without having to enter your credit card details on the website.Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.

      DO YOU OFFER TRACKING?

      • Tracking is available for all express shipping methods (US and international).
      • Tracking on standard shipping method is only available in USA.

      ARE THE PACKAGING MATERIALS RECYCLABLE?

      The poly bags used in our packaging are recyclable, low-density polyethylene, FDA and USDA compliant.

      CAN I RETURN ?

      • Please contact us first before you return. You will get additional instructions.
      • Items returned within 14 days of their original shipment date in same as new condition will be eligible for a full refund or store credit.
      • Refunds will be charged back to the original form of payment used for purchase. Customer is responsible for shipping charges when making returns and shipping/handling fees of original purchase is non-refundable.
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