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Customer
Service
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.
To save you time, we've tried to anticipate some questions you
might have. Choose one of the following links to find what you need.
If you don't find your
answer in the topics listed above, we will be happy to help you. Please
click here (Ask Ancestry)
to
visit our "Ask Ancestry" Knowledge Base for more information.
Contact
Us
If you still have a question, comment, or suggestion,
we'd be glad to assist you. You can reach our Customer Service Center at
1-800-262-3787. Operating hours are 7 AM - 9 PM Monday through Friday, 8 AM - 5 PM Saturday. Or click here (Ask Ancestry) to access our "Ask Ancestry" Knowledge base.
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Our Return Policy
The Ancestry.com Satisfaction Guarantee
ANCESTRY Store is the only
place on the Web where you can shop for products devoted exclusively
to celebrating, building, and strengthening family relationships. We
realize that when you make a purchase with us, you are making an investment
in your family, and we take this trust very seriously. If for any reason
you are not completely satisfied with your purchase, you may return
it within 30 days of the shipping date for a refund.
For defective, damaged, or mis-shipped items, your shipping costs will
be refunded. Shipping cost refunds are based on your actual costs. Items
returned via expedited shipping methods will only be refunded an amount
equal to the least cost shipping method.
Custom Products
Due to the nature of custom products (i.e., personalized calendars, etc.),
they are not eligible to be returned. In the event of an error, please notify customer service
via e-mail at: orderstatus@myfamilyinc.com
Please note: Ancestry.com cannot be held responsible for products sent
to wrong addresses as entered in the checkout form.
Return Instructions
To return a product, please follow the instructions
on the back of the packing slip that is included with your shipment.
If you don't have a packing slip: Click
here to print out a packing slip with our return instructions
on it. You will need Adobe
Acrobat software to read this file.
A mailing label is included with your packing slip.
If you have lost your mailing label, please contact Customer Service
at 1-800-262-3787 for the correct return shipping address.
For your protection, please send returned merchandise
prepaid via standard UPS or any other delivery service that provides
tracking. The US Postal Service does offer shipment tracking, if requested
at the time of shipment. We cannot guarantee refunds if your return
was sent using a delivery service that does not provide tracking.
It may take 3 to 4 days to process your return. Credits are processed
upon confirmation of the return and may take 10 to 15 days to appear
on your credit card.
Your name, address, order number, and return tracking number will be
your proof of return.
Please note: Returning an item may change or void any coupons, discounts,
or refunds that are attached to your order.
If you would like us to exchange or replace an item, please call our
Customer Service Center at 1-800-262-3787 .
Shipping Options
* 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
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.
Special Handling
Items that are oversized or weigh more than
70 pounds may require special handling and will likely ship separately
from other items in your order. The shipping charges for these items
are either indicated on their product detail pages or will be calculated
for you at the last step of the purchase process before you place your
order. This service includes delivery within 10 business days of shipment.
These items may require a signature upon delivery. Once your order leaves
our distribution center, the shipper may arrange a specific time for
delivery and may contact you.
Int'l
Shipping
Due to warranty issues and manufacturer restrictions,
we are unable to ship the majority of our products internationally.
We clearly mark those products that can be shipped internationally on
the product detail page. Additional shipping charges may apply and the
customer is responsible for all additional taxes, tariffs and duties
that may apply.
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Pricing &
Availability
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 at Ancestry.com, please send your comments or feedback by
e-mail by clicking here (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. You may see the current
status of your order by going to
My Orders.
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