Frequently Asked Questions About ANCESTRY Store
How do I place an order?
To make a purchase, place an item from any of the 3 Ancestry Shops in to the shopping cart by clicking on the "buy" button next to the item you wish to purchase. Each of the 3 Ancestry Shops shares the same shopping cart, so feel free to shop around. Once you?ve added the item to your shopping cart, simply click "Proceed to Checkout," and follow the directions.
ANCESTRY Store is the only place on the Web where you can shop for products devoted exclusively to discovering, preserving and celebrating your heritage. There are 3 Heritage Shops to choose from:
Discover Shop
Books, CDs, and research resources to help you discover your past.
Preserve Shop
Software, scrapbooks, and archival supplies to preserve your legacy forever.
Celebrate Shop
Unique gifts, ideas, and collectibles to celebrate your heritage.
How do I find a specific product?
If you know what you're looking for, use our handy Search feature. Simply enter a word or phrase into the search box located at the top of any ANCESTRY Store page and click on the "go" button.
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How do I pay? Is it safe to use my credit card?
All prices in our Heritage 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.
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Do you ship internationally?
We ship internationally on a select number of our genealogy products, but do not ship internationally on the majority of our products. We clearly mark those products that can be shipped internationally on the product detail page. See our Shipping Options for more details. (International Shipping Instructions)
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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 Monday through Friday, excluding holidays.
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How much do you charge for 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.
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What is your return policy?
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. Returning an item may change or void any coupons, discounts, or refunds that are attached to your order.
(See our Return Policy for details).
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How can I cancel or change my orders?
To cancel an order, please send us an e-mail requesting a cancellation. Click here (orderstatus@ancestry.com).
You will be notified once your order has been cancelled. If the order has already been processed, it cannot be cancelled; you?ll have to make a return using the instructions in our Return Policy
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How can I track my orders?
Simply go to My Account (also located in the top right corner of every page of the Heritage Shops). From there, you will be able to view the status of any order you have placed.
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How do I contact Customer Service?
Our customer service representatives
are standing by to answer your questions. Please feel free to contact us by
phone or e-mail Monday through Sunday, 24 hours a day. You may contact us by telephone at 1-800-262-3787.
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How do I log in to My Account? What will I find there?
To log in to "My Account," click on the My Account link located in the top right corner of every page of the Shops. You will be asked to enter your MyFamily.com username and password.
Once you are in your account, you will be able to track an order, see the history of past orders, maintain your shipping, billing, and credit card information, edit your Wish List, and change your username and password.
"The My Account button looks like this."
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