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How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product is received. For packages lost in transit, all claims must be submitted no more than 14 days after the estimated delivery date.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you. We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good for you to get in touch with your local post office to try locating the lost order. Keep in mind that if tracking information states an order was delivered but you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.
How are returns handled differently when comparing quality concerns or customers changing their minds?
Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.
What if the recipient's address was wrong?
If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. In this case, we'll contact you for an updated address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order to replace the original.
What if the product is damaged in the mail?
We ask for photo verification of the damaged goods sent to UncoverYourAncestry@gmail.com, then we'll gladly send a replacement at no cost to you.
My order has been sent, why don't I see the tracking info?
Your order was shipped but it can take up to 48 hours for tracking info to show up in a carrier's tracking system. Note that international shipment tracking may take up to a few days to display any updates but that doesn't necessarily mean the shipment is lost.
Does FedEx ship to PO Boxes?
They don't ship to US based PO Boxes, but will ship to some international PO Boxes. We will not refund a FedEx shipping rate if a US based PO box is entered.