We understand that plans can change. If you no longer want to continue with iMemories by Ancestry, you can stop at any time. Your available options will depend on where you are in the process.
Note: iMemories by Ancestry kits aren’t eligible for refunds, and payments for digitization and any optional AI enhancements are nonrefundable. For more details, review our Cancellation Terms.
Canceling before shipping items to Ancestry
If you ordered an iMemories by Ancestry kit, haven’t sent any items to Ancestry, and have decided not to continue:
- There’s nothing you need to cancel or return.
- You won’t be charged any additional fees.
- Simply choose not to send any items.
If your kit is lost, arrives damaged, or is missing items, you can request a replacement kit. Learn how to request a replacement iMemories by Ancestry kit.
Canceling after shipping items to Ancestry (before paying your quote)
Once we receive and inventory your items, we’ll send you a custom quote showing what we received and the cost to digitize and enhance your items.
If you now only want to digitize some of your items:
- Select the items you want digitized, transferred, or enhanced in your quote.
- Leave the others unselected.
- You’ll only be charged for the items you choose.
If you’ve decided not to continue:
- You won’t be charged for digitization unless you choose to pay your quote.
- Return shipping of your original items is not included and will be billed separately.
- Contact us to arrange the return shipping of your items.
- We’ll hold your items until we hear from you.
No further action is required once return shipping has been arranged.
Canceling after paying your quote
After you pay your quote, we begin digitizing the items you selected. Digitization and any optional AI enhancement fees are nonrefundable once payment is made.
If you no longer want to continue:
- Contact us so we can review the status of your order and discuss available options.
- In many cases, processing may already be underway and cannot be stopped.
- Items that have already been digitized will still be uploaded to your account.
Once processing is complete or we’ve stopped any remaining work, we’ll return all of your original items to you.
Canceling after your files have been delivered
Once your digitized files have been added to your account, the process is complete. Digitization and any optional AI enhancement fees are nonrefundable at this stage.
If there are any problems with your files (like missing or incomplete files, or files that don’t play correctly), contact us so we can review your case, help troubleshoot any issues, and discuss available options.
Frequently asked questions
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Can I cancel my iMemories by Ancestry kit and get a refund?
iMemories by Ancestry kits aren’t eligible for refunds, and payments for digitization and any optional AI enhancements are nonrefundable. For more details, review our Cancellation Terms.
Do I need to return my iMemories by Ancestry kit if I decide not to continue?
No. If you have not sent any items to Ancestry, there’s nothing to cancel, and there’s no need to return the kit. Simply choose not to send any items.
What if I already shipped my items to Ancestry?
If you’ve already shipped your items to Ancestry, we’ll send you a quote that shows what we received and the cost to digitize and enhance those items. If you no longer want to continue, contact us to arrange the return of your items, but do not pay the quote.
What if I only want to digitize some of my items?
If you only want to digitize some of your items, select only the items you want digitized, transferred, or enhanced when reviewing and paying your quote. Leave the rest unselected. You’ll only be charged for the items you choose.
What happens if I don’t pay my quote?
If you don’t pay your quote, you won’t be charged for digitization. We’ll hold your items until we hear from you. Contact us to arrange the return of your items.
Can I stop digitization after I’ve paid my quote?
Once your quote is paid, digitization begins and may not be able to be stopped. Digitization and AI enhancement fees are nonrefundable. Contact us to review the status of your order and discuss any available options.
What if I’m not happy with the digitized files?
We strive to deliver high-quality digital files, but the results will reflect the condition of your original items. If your digitized files don’t look the way you expected or you have concerns about the results, contact us so we can review your case and discuss any available options.
To learn more about what can affect digitization results, read Understanding iMemories by Ancestry Digitization Quality.