Assetfamily Help Center

Detailed answers to ensure a premium shopping experience for the entire family.

Q: Which regions do you serve within the United States?

A: We provide domestic shipping across the Contiguous United States (the 48 lower states). To maintain our strict quality control and delivery timelines from our Texas hub at 3129 Pinewood Dr, Garland, we do not currently ship to international addresses or U.S. Territories. This focus allows us to provide the best service to our domestic American families.

Q: Is the $6.99 flat-rate shipping applicable to family orders?

A: Yes. At Assetfamily, we want to make it easy for everyone. Our $6.99 flat-rate shipping fee covers your entire order, regardless of how many pairs of sneakers you buy for men, women, or kids. Whether you’re buying one pair or five, the shipping cost remains transparent and affordable.

Q: Why does the custom crafting and transit take 7–15 business days?

A: Every pair of Assetfamily sneakers is Made-to-Order specifically for you. This allows us to maintain a sustainable production model and reduce environmental waste. The 7–15 day window ensures your shoes are meticulously crafted, inspected for quality, and safely transported via reliable carriers like UPS or USPS directly to your doorstep.

Q: What happens if the shoes don’t fit correctly?

A: We prioritize your family’s comfort above all else. Under our 30-Day Satisfaction Policy, you can return any unworn footwear in its original packaging for a size exchange or a full refund. We want every step your family takes to be perfect, and we stand behind the quality of our craftsmanship.

Q: How does the Pre-paid “Download & Print” return label work?

A: Simply contact our support team at support@assetfamily.com. We will email you a PDF return label. All you need to do is download it, print it, and attach it to your package. Since it is pre-paid, you have $0 out-of-pocket shipping costs at the drop-off point. We make returns as easy as the purchase.

Q: Are there any hidden restocking fees for family returns?

A: Absolutely not. Radical honesty is at the core of our business DNA. We charge $0 restocking fees, ensuring you receive 100% of the purchase price back to your original payment method. We don’t believe in penalizing our customers for finding the right fit.

Q: Who is the legal entity behind Assetfamily?

A: Assetfamily is a brand owned and operated by DELL WAYNE JR ORTIZ COMMERCE LLC, a legally registered Limited Liability Company in the State of Texas. All transactions and business operations are conducted under this legal framework to ensure total accountability and customer protection.

Q: Can I use a Credit Card if I don’t have a PayPal account?

A: Yes! Our secure checkout allows you to use PayPal as a guest. Simply click “Pay with Debit or Credit Card” on the payment page to use your Visa, Mastercard, or Amex without needing to create an account. This gives you the flexibility you need with the security you deserve.

Q: Why does my bank statement show “PayPal *ASSETFAMILY”?

A: We use PayPal’s secure, high-level encrypted gateway to process all orders. This ensures your financial details are handled by global experts and never exposed on our local servers. The descriptor on your statement confirms that DELL WAYNE JR ORTIZ COMMERCE LLC has processed your order safely through this trusted partner.

Q: Are your footwear sizes based on U.S. standards?

A: Yes. All sneakers at Assetfamily use Standard U.S. Sizing for Men, Women, and Children. We provide detailed size charts on every product page to help you find the perfect fit for your family. If you’re between sizes, we generally recommend sizing up for the best comfort.

Still Have Questions?

Our Texas-based support team is dedicated to serving the American community 6 days a week.

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