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FAQ's
Many of our customers have emailed us similar questions, so we added them to this page to better assist you.
Is your site secure?
- Yes, we have our own SSL certificate from Geo Trust and provide the highest level of SSL encryption.
- We provide the highest SSL encryption security with Geo Trust True Business ID SSL 256-bit EV encryption.
- Safeguarding your privacy and confidentiality is of the utmost importance to us.
- Your information is encrypted and protected with the most secure software in the industry.
- For more detailed information, visit Privacy & Security Policy.
How do I order?
The following are steps to assist you in purchasing products and processing your order on our website:
- Visit FamilyTravelGear.com and shop through our category tree (blue side bar on the left hand side of our web page) to locate the products you need.
- Select a product (for example: the Snack and Play Travel Tray) and view that product page.
- On the product page, you will see a box to ‘Add to Basket’, click this box to add the product to your shopping cart.
- At this point, you can continue shopping on our website, or select the red ‘Checkout’ box located at the top of the page near our Family Travel Gear logo.
- This will take you to the one page checkout where you can enter your shipping and billing information, select your shipping options, enter any coupons, enter credit card information, and complete the checkout process.
- Once you click to ‘submit your order’, you will receive a 5 digit confirmation number as well as an instant email confirming your order has been received.
What Payment methods do you accept?
- We accept all major credit cards: Visa, MasterCard, American Express, Discover, and Paypal.
- For more detailed information, visit Payment information.
Do I have to order online?
- Online ordering will ensure the fastest processing, but you may also order as follows:
- FAX 1-866-550-7094 Simply print our order form and fax it to us.
- Mail in your order: To mail your order, please download our Printable Order Form (or we can mail or email it to you).
- Mail your completed form to: Family Travel Gear / Attn: orders, 3081 S. Harlan St., Denver, CO 80227
- Email: contact us via email with what you wish to order, and we will contact you to take your order by phone.
When will I get my order?
Once we receive your order, it will take up to 48 hours to process and depending on how far you are from us (we are in Denver), it may vary from 3 to 10 business days shipping via UPS for orders depending on your shipping address in the USA. Check out the UPS In-Transit Map on our shipping page for your state delivery time. - You will receive a tracking number a moment after your order is processed and you will be able to track your package on the UPS.com website.
- If you select US Postal Service, your package will take 48 hours to process, and then take anywhere from 3 to 5 business days to deliver after that. Although you will receive a tracking number for your US Postal Service shipment, the US Postal Service website does not update as frequently and you will have limited tracking capability.
- Expedited shipping options such as UPS 3 Day Select, UPS 2nd Day, and UPS Next Day will be processed same day as long as they are received before the 12:00 MST cutoff and are available options to expedite your order during checkout.
- For more detailed information on our shipping service, visit Shipping Information.
I need it FAST...When will my Expedited shipment arrive via Next Day, 2nd Day, or 3 Day Select?
- If you discovered our website at the last minute and need your order immediately before your trip, we offer some expedited shipping options for you. You can select RUSH processing (for $9.95) to insure that your order is processed the same day as long as we receive your order by 12:00PM Mountain Standard Time.
- Selecting the RUSH processing option will insure that your order is bumped up to the top of the order processing list to expedite your order for same day shipping (your order confirmation time must be received before 12:00PM MST to be processed for same day shipping).
- If you select RUSH processing after the cutoff time of 12:00PM MST, your order will be processed and shipped out the following business day.
- If you select UPS 2nd Day without the RUSH processing option, your order may take up to 24 hours to be processed, and will ship the following business day. You can then count 2 business days out from that date.
- Keep in mind that most standard shipping orders can take from 24 to 48 hours to process (unless RUSH processing or expedited shipping is selected) before they ship out.
- Therefore, if you place your order selecting UPS 2nd day on a Thursday night (after the 12:00PM MST cutoff time), your order will take from 24 to 48 hours to process (count Friday, and possibly Monday) and your order will then be shipped on Tuesday and be delivered on Wednesday at the latest (unless selecting RUSH processing option in which your order will process and ship out the following business day).
- Due to the high volume of orders we receive during Spring and Summer, we kindly request that you allow yourself ample time to receive your order before your trip.
PO Box vs Physical Mailing address shipping?
- If you have a PO Box that you would like to have your order shipped to, you must select USPS (US Postal Service) as your shipping option during checkout as UPS does not ship to PO addresses
. - If you have a physical mailing address that you would like your order shipped to, you can select either UPS, or USPS as your shipping option as both services deliver to physical mailing addresses.
- When entering your shipper information, be sure to provide only your physical mailing address (which you can select either USPS or UPS) or your PO Box address (which you must select USPS shipping only) and do not provide both a PO box and physical address when completing the shipping checkout page as this may cause confusion with your order.
Do you ship to Canada?
- Yes, we have many Canadian customers that have their orders shipped to even the most remote areas in Canada. Keep in mind that shippments may take up to two weeks from purchase to arrive to your Canadian address.
- We recommend to all Canadian customers to select US Postal Service for shipping. It is actually much less expensive as you will only pay for shipping once.
- If you select UPS, they will send you a separate bill for their brokerage fee and this amount can exceed your original shipping fee from our website. So please, select US Postal Service and you will be a very happy customer!
- Visit our Shipping Information page and Canadian Shipping for more detailed information.
Do you ship to APO/FPO Adresses?
- Yes, all APO/FPO addresses are considered to be United States addresses, even if the recipient is currently stationed in another country.
- We ship to a military post within the USA, which then sends it overseas.
- Thus, you should select "United States" from the Country menu for any military package.
- For the "State", enter AA (Armed Forces America), AE (Armed Forces Europe), AP (Armed Forces Pacific).
- You will need both that, and the zip code for the APO you are shipping to.
- For "City" enter APO or FPO (not the destination city).
- If you are in the military and are placing an order via credit card, make sure your billing address matches the address on file for your card. Otherwise, your card will be declined.
- Visit Shipping Information page for more detailed information.
How much is shipping to my international address?
- We have a shipping calculator on our website which is located in the Mini-Basket on the right side of our site.
- Once items are placed in the shopping cart, simply click on the shipping link and your shipping calculations will be displayed for you.
- If for some reason your international address is not able to calculate estimated shipping fees, simply email us with your address along with a list of all the items you wish to order, and we will calculate the shipping for you.
What about returns or exchanges?
Family Travel Gear is proud to offer the best in quality brand name travel products, and we stand behind our 100% Satisfaction guarantee. Merchandise that is unwanted, unused, resalable and in the original packaging can be returned to us within 30 days from the date of delivery for a refund less a 15% stocking fee. - Items that are returned after 30 days will receive a refund less a 50% stocking fee.
- We are unable to accept returns after 60 days.
- Items returned after 60 days will be donated to a local charity and no refund will be provided.
- Due to our changing inventory, we cannot accept exchanges.
- See guidelines for returning your item at Return Policy.
If I call you, will I talk to a human?
- Chances are, you will get our recording. This is due to the size of our business, and we do not currently have a calling center (although we are working on adding this to accomodate our customers). We will make every attempt to answer/return all calls that do come in within 72 hours.
- Since we are working hard to ship out orders quickly, phone calls are usually not responded to right away.
- The best way to contact us is via email for more immediate service since we are online regularly.
- As we continue to grow, we will be working on adding additional help with our phone lines and we appreciate your patience.
- Family Travel Gear is strickly an online store, and because we are regularly online, your emails will be responded to in a timely manner.
Can I come visit your store?
- Unfortunately, we do not have a physical storefront, but feel free to visit our website 24/7 and we will be available to assist you.
How big is Family Travel Gear?
- This is a small, independently owned and operated family business, not a huge corporation or chain.
- We consider each and every customer part of the family and you will always get personal service here from either myself, my husband Kevin, or one of our staff.
Can I get a catalog?
How can I get coupons?
What type of travel experience do the owners have?
- Both Kevin and Linda have traveled around around the world multiple times since 1984 and continue to travel with their three kids, both domestically and internationally while testing products along the way.
Do you donate for fundraisers and other non-profit events?
- Family Travel Gear is proud to donate to various organizations, schools, events and shelters.
- Due to the growing number of requests for donations we have been receiving, we are unable to respond to all of them.
- Although we may not be taking on any new donation recipients at this time, please feel free to contact us and submit your requests for future consideration.
I have a NEW product that I would like to send to you for consideration to sell on your site. What do I do?
- First of all, congratulations on your invention. We love to support fellow Mom and Dad inventors because your great inventions are why we are able to successfully run our store.
- If you think you have got a great product that would fit into our product line, please contact us via email at customerservice@familytravelgear.com.
- Be sure to provide a website, wholesale prices, minimum order amounts, and any other details regarding your product.
- If we are interested, we will send you a reply and possibly request a sample and some details about becoming your reseller.
I would like to sell your products out of my home, or on my website. Can I order wholesale from you?
I am a tour guide/teacher and would like to buy bulk items from you. Can I get a discount?
I love your site! Can I add you onto my blog and/or tell others about you in my forum groups?
Yes, we receive most of our customer visits through referrrals. By telling your friends, family, bloggers, or forum groups about us, you are helping us while helping out others as well. - We thank you for spreading the word about Family Travel Gear...the best place for parents to shop when planning to travel with the kids!
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