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Thank you for shopping with us. Your satisfaction is our number one priority. Our customer service representatives are standing by to answer your questions, help you find what you're looking for, or help you get product support if that's what you need.

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If you have questions, comments, or suggestions, we'd be glad to assist you. You can reach our Customer Service Center at 1-800-262-3787. Operating hours are 10 AM - 6 PM Eastern Time, Monday through Friday. You can also access our "Ask Ancestry" Knowledge base.

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Two Types of Product Returns

We offer two basic types of products on our web site—standard (non-personalized) and personalized products. Standard products typically ship directly from inventory held in our warehouses. Personalized products such as photo books, posters, calendars, etc. are printed or manufactured based on the content and design you choose to incorporate.

Standard Product Returns

Standard products purchased through our store may be returned within 30 days of the shipping date for a full refund of the product cost. We do not refund outbound shipping charges or pay for return shipping unless the item is being returned as a result of our error. Items should be returned in their original product packaging.

Personalized Product Returns

We guarantee the workmanship of our personalized products. However, we do not edit personalized products or correct customer-generated errors such as typos, missing text, incorrect images, etc. We do not accept returns or issue refunds for personalized products except in the case of damage or production errors. If your personalized product arrives with damage or defects resulting from our shipping or manufacturing processes, notify us within 30 days of the shipping date; we will arrange for the damaged product to be returned to us and we’ll send you a replacement at no extra cost.

To Initiate a Return

If you need to initiate a return, please email your request to orderstatus@tgn.com. You must receive authorization before returning products. Authorized returns must be accompanied by a copy of the original packing slip and a written reason for the return.

Order Cancelations

We do not allow orders to be cancelled once they have been submitted.

Please note: We are not responsible for products sent to wrong addresses as entered in the checkout form.

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Standard

• 7 to 10 business days
• Items may be shipped by a variety of carriers
• Signature may be required upon delivery for shipments over $400

Expedited

Items shipped via expedited shipping should arrive within 1 to 3 days from the time of shipping.

Personalized products such as photo books, posters, calendars, etc., require additional manufacturing time. Allow an extra five business days for the production of personalized products.

Shipping Rates

Shipping rates will depend on the size and weight of the package and the delivery address. Your shipping charges will be determined once you submit your order and will be shown on the Order Confirmation page.

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By working with top manufacturers and distributors, Ancestry.com is able to provide our members with a selection of high-quality products in our Shops. We continually search the Internet to find the best values possible, but we do not guarantee the lowest prices on the Internet. If you come across an interesting product or a great deal that you would like to see in the Ancestry Shops, please send your comments or feedback by e-mailing us at product@ancestry.com.

All prices are in U.S. dollars. Prices and availability are subject to change without notice. Ancestry.com reserves the right to modify or substitute products in our Shops to maintain the highest standard of quality.

Back-Ordered Items

We make every effort to ensure that items in our shops are in stock. If your item has been back ordered, you will be notified.

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You can feel confident that your financial information will be safe and secure while shopping at Ancestry Shop.

The Internet is a safe place to shop.

We understand that giving your credit card number online may make you nervous, but compared to other methods of retail shopping, such as mail-order catalogs and the local mall, shopping online is extremely safe.

Ancestry.com uses state-of-the-art security technology.

We have partnered with VeriSign SM to encrypt all of your credit card transactions with the strongest encryption available today.

We keep your personal information secure and private.

None of the personal, private information that is uploaded or entered on the Ancestry.com website by individual members is viewed by Ancestry.com, or distributed to others outside of your site (except in rare cases involving reported violations of our use policies or legal statutes). In no case is the personal information about individual members sold or otherwise shared with advertisers, sponsors, partners, or other third parties. And under no circumstances is this information collected or distributed in any form without your prior knowledge and consent. For details, see our Privacy Policy.

If for any reason you need to speak with one of our customer service representatives about your credit card statement, ordering by phone, or if you are aware of fraudulent activities, please call us at 1-800-262-3787.

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What are my payment options?

All prices in our Ancestry Shops are listed in US dollars. We accept American Express, Discover, MasterCard and Visa.

Your financial information is safe and confidential while shopping on Ancestry.com. For more details, read our entire Security Policy.

Do you ship outside of the US?

We can ship to most places around the world. Shipping outside of the US does not have tracking and the packages are delivered into the postal system of each country. It costs $4.50 per pound plus 8% GST tax. Customers should not be charged anything when their package is delivered. Delivery time is 8 to 10 business days.

When will I receive my order?

Orders will be processed no later than the next business day after you place your order, pending credit card approval. A business day is defined as Monday through Friday, excluding holidays. Most items are delivered within two weeks, however, some personalized or custom products may take three to four weeks for delivery.

How much is shipping?

Shipping rates will depend on the size and weight of the package and the delivery address. Your shipping charges will be determined once you submit your order and will be shown on the Order Confirmation page.

How can I track my orders?

Simply go to the My Account. A link to it is located in the upper-right corner of the Ancestry Shops. From there, you will be able to view the status of any order you have placed.

How can I cancel or change my orders?

You may change or cancel your order at anytime during the shopping process. However, we are unable to change or cancel your order once you have completed the checkout process online. If you need to change or cancel a confirmed order, please allow the order to be delivered and then follow our return process. Feel free to contact us by phone 9 AM - 7 PM Eastern, Monday through Friday at 1-800-262-3787 . You may also email us 24 hours a day 7 days a week at orderstatus@tgn.com.