golden puzzle pieces arranged as if forming names on a descendancy chart
golden puzzle pieces arranged as if forming names on a descendancy chart
Ancestry Solutions

FAQs - Returns, Cancellations, Exchanges

We aim to make your shopping experience with Ancestry Solutions simply amazing. If for any reason you are not satisfied with your order, simply return it within 30 days and we'll replace it or refund the cost of the item (excluding Shipping and Processing fees). In addition, we will repair or replace any product for a full year from the date of shipment. All returned or exchanged items must be returned to Ancestry Solutions in their original packaging and in the condition in which they were received.

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Unfortunately, we are unable to make any changes to an existing order. To make a change to your order you will have to cancel your entire order and place a new order for the items you want.

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Due to our commitment to process orders quickly, there is only a short period of time in which you may cancel your order. You may choose to cancel your entire order or a portion of your order for up to 48 hours of completing your order checkout. However, there are certain conditions that apply should you wish to cancel your order, so, please read our additional FAQs to see if your order may be cancelled. If you do cancel your entire order, we encourage you to shop Ancestry Solutions to replace the order with items that are more suitable for you at your earliest convenience. All orders that are cancelled will only be credited in the original form of payment used when the order was placed.

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1. Log into your PayPal account by entering your Email address and Password.

2. Click the Order Number that contains the items that you would like to cancel.

3. Follow the instructions provided on your PayPal account to complete a cancellation of your order.

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Orders that contain a gift card or an order placed specifically to purchase a gift card may be cancelled on condition that the gift card has not been redeemed. The gift card will be rendered null and void immediately upon cancellation of your order.

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Orders that you placed using a gift card as all or part of your payment may be cancelled, exchanged or refunded in accordance with our general policy for refunds, cancellations and exchanges. We will hold a credit on your account for an amount equal to the face value of the gift card for use by you on a future order provided that the gift card value is used within 120 days of crediting that value back to you. The value of the gift card and the credit for it will be rendered null and void if the credit remains unclaimed by you for more than 120 days.

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If you used a coupon to pay for all or a portion of your order, you will be credited for the entire order minus the coupon amount. Please note that coupons are treated as discounts and will not be re-created or re-issued. For orders with multiple items where only some items are cancelled, your order total will be recalculated to determine if the coupon or discount still applies. For example, some coupons and discounts require a minimum purchase amount or are coupons or discounts valid for specific products or shopping days only. If your coupon or discount does not apply, or your new order total is greater than the original total, you will receive a message stating that your order cannot be cancelled.

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Notwithstanding our liberal return policy, there are, unfortunately, owing to local, provincial and federal safety regulations and legislation in force from time to time, some items that we cannot accept as a return. There are also some items that once removed from their original packaging or have security tabs removed become unsaleable. We are unable to refund your purchase price on such goods unless exceptional conditions are met.

Non-returnable products include but are not limited to the following:

  • Gift Cards
  • "As Is", "Final Sale" and "Clearance" items
  • Case Packs/Bulk Items: We will not accept partial case packs. You must return the product in the original shipping pack, with all individual items unopened
  • Any Map, Book, CD, DVD, VHS tape, software and/or cassette tape that has been opened and/or taken out of its plastic wrap
  • Any product or item that has been purchased as an electronic or digital download and/or file forwarded after purchase by way of email or other means of electronic communication
  • Other select items, as noted on the product description page

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No refund will be given for a non-returnable item.

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Immediately upon receipt of your item if you have a non-returnable item that arrived in a damaged or defective condition, please do not unpackage the item and contact Ancestry Solutions immediately at 1-289-273-6590.

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Any items that are personalized, monogrammed, customized, or made-to-order may be cancelled or modified within the first 48 hours following the placement of your order. You will be responsible for contacting us within the first 48 hours following the placement of your order with your cancellation or modification notification. If you are cancelling your order a refund will be made to your account in accordance with our general refund policy. Also, any items that are personalized, monogrammed, customized, or made-to-order may be return for exchange or refund, if, when received by you, they are found to be damaged or defective. Please notify us by telephone at 1-289-273-6590 or by email at sales@ancestrysolutions.com within the first 24 hours of receipt of your item if it arrives in your hands in a damaged or defective state and we will be happy to start the refund/exchange process for that item.

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You will be required to pay all return shipping costs as charged by your local parcel delivery carrier.

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You are free to use the parcel delivery carrier of your choice to return an item to Ancestry Solutions. To take advantage of this service, please follow these easy steps:

1. Complete sections one, two, and three of the packing slip enclosed with your order and include it with the item(s) you are sending back.

2. Apply the return label bearing your shipping address, also enclosed with your order, on the front of the Ancestry Solutions packing slip, in the "Shipper's Address" section.

3. Complete your carrier's shipping label with our address and apply that shipping label onto your package. All items must be returned in the original package. If your original package is unusable, please use similar packaging with sufficient packaging protection.

4. Pay the carrier's shipping charge for return shipping.

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If you did not receive a Ancestry Solutions return label with your order then your package was either shipped directly from the manufacturer or required Truck or In-Home return service.

Please contact us to obtain the customer service contacts for the manufacturer or to schedule a return pick-up at 1-289-273-6590 or sales@ancestrysolutions.com. We will coordinate the pick-up of any "special shipment" item for return.

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Although Ancestry Solutions fully supports manufacturers' warranties, we are unable to reimburse freight charges for international returns. If for any reason you choose to return a product from outside Canada, international shipping charges must be pre-paid by you.

For further assistance with returns, please contact us at 1-289-273-6590 or by email at sales@ancestrysolutions.com.

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You should expect to see the funds appear on your PayPal or credit card statement within 15 business days of us receiving your returned package.

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If for some reason the item you originally purchased is not working out, and you are within 30 days from the date of your purchase, you can exchange your item for a different item of equal or greater value. If you choose to exchange your item for one of a greater value than the original or sale price, then you will be required to pay the difference in purchase price and shipping charges. We will contact you with the amount of the adjusted total and invoice you accordingly. As soon as we receive notification of receipt of your payment your item will be shipped out to you.

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