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:

1. Pack your items using the supplies included.
2. 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.