Thank you for shopping with us. Your satisfaction is our number one priority. Our customer service representatives are available to answer your questions during regular operating hours.

Contact Us

If you have questions, comments, or suggestions, we're happy to assist you. Please visit our Online Help site or you can reach our Customer Service Center by calling 1-800-262-3787. Operating hours are listed here.

Return Policy

Product Returns

Products purchased through our store may be returned within 90 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.

To Initiate a Return

If you need to initiate a return, please contact the Customer Service Center at 1-800-262-3787 during operating hours. 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 Cancellations

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

Please note: We are not responsible for products sent to the wrong address if entered incorrectly in the checkout form.

Shipping Options


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


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.

Pricing & Availability

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

Security Policy

Ancestry places great importance on the security of all personal information associated with our members. We have security measures in place to safeguard your password; protect your financial information; and prevent the loss, misuse, or alteration of your data that is under our control.

Ancestry.com has several security methods in place to prevent fraud and protect the use of your personal information, and we use secure server software to encrypt your financial information.

Credit Card Security

We use Card Verification Value Codes (CVV2) for “card not present” purchases.

Fraud Prevention Team

We have a team of experienced analysts who are dedicated to preventing fraud on our website and assisting members with any problems or concerns they may have. You can learn more by contacting our Fraud Prevention Team.

Data Encryption

We use 128-bit SSL (Secure Sockets Layer) encryption when purchasing subscriptions, placing orders, and updating credit card details in order to protect your private information. Our Security Certificate was issued by Equifax Secure, Inc. For more information about data encryption on our site, click here.

For more information about Ancestry.com’s Privacy Philosophy, please see our up-to-date policies here. 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.

Frequently Asked Questions

What are my payment options?

All prices in our Ancestry Shop 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 many places around the world. Packages are delivered into the postal system of each country. Delivery time is up to 30 business days.

When will I receive my order?

Orders will typically 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 ordered to U.S. delivery addresses are delivered within two weeks.

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 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 during operating hours at 1-800-262-3787.