top of page

FAQ

Where The Boba Family ship to?

We currently ship to North America (United States and Canada). We hope to expand to more regions in the future.

How long does it take to ship after I place the order?

Most orders ship within 1–3 business days after purchase (excluding weekends and holidays).

What are your payment methods?

We currently accept Visa, Mastercard, American Express, and Discover.

Tracking shows delivered, but I can’t find my package.

Once an order has been handed off to the shipping carrier and is marked as delivered in the tracking history, responsibility for the package transfers to the customer.

The Boba Family is not responsible for lost, stolen, or missing packages once a shipment is marked as delivered. This applies to all carriers, including USPS, UPS, FedEx, DHL, and others.

If your tracking shows delivered but you’re unable to locate your package, we recommend the following steps:

  • Check with your building manager, front desk, concierge, or mailroom (if applicable)

  • Check with neighbors in case the package was accepted on your behalf

  • Look around common delivery areas and any designated safe-drop locations

  • Review available building or security camera footage, if possible

While we don’t take photos of individual packages at the time of shipment, we may be able to provide a reference photo of the type of box and packaging your order was shipped in to assist with your investigation.

Once a package is marked as delivered by the carrier, the order is considered fulfilled per our shipping terms.

Lost or stolen packages.

If a package is lost in transit (before being marked as delivered), please contact us and we’ll do our best to assist by providing tracking details or shipment information.

If a package is marked as delivered but is later lost or stolen, the customer is responsible for working with their building management or local authorities as needed. Refunds or replacements are not issued for delivered orders unless the original items are physically returned to us in accordance with our Return Policy.

I entered the wrong address. What should I do?

We ship to the exact address provided at checkout. Please review your address carefully before completing your order.

If you contact us before your order ships, we may be able to update the address. Once an order has shipped, we are unable to change the delivery address.

If an order is returned to us due to an incorrect address, reshipment fees apply. Shipping charges are non-refundable.

My order says it was returned to sender?

Packages may be returned to us for reasons including, but not limited to:

  • Incorrect or incomplete address provided at checkout

  • Package refused by recipient

  • Failure to pick up a package after a delivery attempt

If your order is returned to us, you may choose one of the following options:

  • Reshipment: We can resend the order after payment of a reshipment fee equal to the original shipping cost

  • Refund: We can refund the item(s) cost excluding original shipping charges

Item I received was incorrect  :(

We’re sorry about that. Please email us within 7 days of delivery with your order number and clear photos of the issue, and we’ll help resolve it.

Returns

Items may be returned within 30 days of purchase if they are:

  • Unused

  • In original packaging

  • Approved for return in advance

​

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

Returns Policy

  1. We do not offer direct exchanges at this time. Items can be returned for a refund, and a new order may be placed for a different color or variation.

  2. Items marked Final sale on the product page are not eligible for returns.

  3. Returns sent without our prior approval will not be accepted and may not be refunded.

  4. You are responsible for return shipping costs unless the item is damaged or incorrect. If the item is damaged or incorrect, please pay the shipping costs and we will reimburse those costs once we receive the return.

  5. If you received an incorrect item, please provide a photo of the item(s) received. We recommend referring to your confirmation email to confirm what was ordered.

  6. We only accept unused items with all tags or labels still attached. Returns sent in used condition will not be accepted and may not be refunded.

How to return

  1. Email us with the reason for your return at chaimi.home@gmail.com.

  2. Pack the return securely. Please include your order number, or we won’t know who it’s from.

  3. Ship the return using a trackable service. You are responsible for return postage unless the item is damaged or incorrect.

You assume any risk of loss, theft, or damage during return transit, so we strongly recommend insuring your return shipment. The Boba Family is not responsible for return parcels lost or damaged in transit if you choose not to insure.

USA and Canada Return Address:

The Boba Family

27 Woodbine Street,

Brooklyn, NY 11221

Refund Policy

  • ​​Refunds are issued to the original payment method once returned items are received and inspected.

  • No refunds will be issued for orders marked as delivered unless the items are physically returned to us. Replacement orders cannot be refunded unless returned.

  • Shipping fees are non-refundable, except in the case of Express Delivery where the carrier fails to meet the guaranteed delivery date shown on the carrier’s tracking page.

  • Return shipping costs are not covered unless the item received was incorrect or damaged.

bottom of page