Kit returns
You have 60 days from delivery to return the kit for any reason. We send a prepaid return label by email. Once we receive the kit, we refund within 5 business days.
Damaged on arrival
If the kit arrives damaged, no return is needed. Email hello@thefamilyword.com with a photo of the damage and your order number, and we will ship a replacement.
Hotline-renewal cancellation
The hotline renewal is opt-in. You are not auto-charged today. If a paid renewal period exists in the future, you can cancel any time and receive a pro-rated refund for the unused months.
Service discontinuance
If we ever permanently discontinue the routing service, we will give 30 days notice and pro-rate any paid renewal back to you.
How to start a return
Email hello@thefamilyword.com with your order number. We will reply with a USPS prepaid return label.
Refund destination
Refunds go to the original payment method used at checkout.
Non-returnable
None. The kit is the single SKU and every kit is eligible for the 60-day return.
International
We are not shipping internationally at launch. Sign up via contact to be notified when we add a country.
Questions? Contact us.