Delivery
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time
depends on your location, but can be estimated as follows:
● UK/Europe: 3–4 business days
● USA: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days
Where will my order ship from?
All Family History Toolkits are prepared and shipped from the UK.
For Ancestors unKnown apparel, homeware, and accessories, we work with an on-demand order fulfillment company with facilities worldwide. Your order will be shipped from the most convenient facility.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders.
Unfortunately, this fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so
please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don’t have it. What should I do?
If the shipping address was correct, and the package wasn’t left at the post office or at your
neighbor’s, get in touch with us on our Contact Page and include your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but
shipping will be at your own cost.
Orders
How are your products made?
For Ancestors unKnown apparel, homeware, and accessories, we work with a print-on-demand drop shipper. They have locations worldwide, so depending on
where you are, your orders are printed and shipped from the facility that can do it most efficiently!
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about
your tracking or shipment, get in touch with us on our Contact Page and include your order number.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you
quickly, please get in touch with us on our Contact Page within a weeks’ time, including photos of the
damaged product, your order number, and any other details you may have about your order. We’ll
get back to you with a resolution as soon as possible.
Returns + Refunds
What’s your return policy?
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items:
- Downloadable software products and links
To complete your return, we require a receipt or proof of purchase.
Do you offer refunds?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as quickly as possible.
My refund hasn’t arrived yet
If you haven’t received your refund after 30 days of approval, please check with your bank account or credit card company to confirm the payment is not currently on hold or delayed for another reason. Sometimes, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us on our Contact Page.
Can I exchange an item for a different size/color?
If you need to exchange an item for a different size/color, return the item using the product return instructions. Then, contact us on our Contact Page to request the exchange. We will let you know when the exchange is approved (after receiving the returned item) and when the replacement item is shipped.
Note: You will be responsible for shipping fees.
Need help?
Contact us on our Contact Page with any questions related to your order.
