You can request a replacement iMemories by Ancestry kit if:
- It hasn’t arrived within 15 business days of your order date
- It was lost, damaged, or arrived empty
- The prepaid return shipping label is missing
Requesting a replacement kit
If any of the above applies, contact us and we’ll send a replacement kit. Replacement kits are shipped via USPS and typically arrive within 10 business days*.
Next steps
While waiting for your replacement kit to arrive, start gathering items for digitization.
Once your kit arrives:
- Pack your items using the supplies included.
- Drop your kit off at any UPS or UPS drop-off location using the prepaid return shipping label.
Your kit should arrive at Ancestry within 3–5 business days* of being dropped off at UPS.
Frequently asked questions
What should I do if the iMemories by Ancestry kit I received is damaged or missing items?
If your iMemories by Ancestry kit arrives damaged or is missing items, contact us for a replacement.
I ordered an iMemories by Ancestry kit but haven’t received it. What should I do?
If your kit hasn’t arrived within 15 business days of your order date:
- Check tracking using the link in your shipping confirmation email or the status tracker.
- If tracking shows a delay or delivery issues, contact USPS.
- If tracking indicates the kit is lost or undeliverable, contact us to request a replacement.
*During busy times, like holidays, shipping and processing may take longer.