Frequently Asked Questions: About Family Tree Shop

Q: What is the Family Tree Shop?

It’s our one-stop shop for all the genealogy research solutions you need to research family heritage and trace your ancestors. You’ll find great products at great prices throughout the site and we even offer free shipping on purchases over $25. When you become a VIP member, you can save even more.

Q: What payment options do you accept?

We accept Visa, MasterCard, American Express, and Discover credit cards, as well as PayPal, Family Tree Gift Cards, and Electronic Checks. Your account will be charged at the time of purchase. All purchases are processed in USD.

Q: May I mail my order with any other form of payment?

Yes. Simply print out your shopping cart just prior to the final step of order completion, so that your full order, along with your name, address and phone number are visible and mail it to us with your check or money order. Please send the order to:

F+W Media, 4868 Innovation Drive (Building 2), Fort Collins, CO 80525

Q: How can I check the status of my order?

Log into the site via the Sign in/Sign Up link in the upper right corner, and then click on the “Hi [Your Name]” link that replaces it to go to the My Account section, where you will see a list of your recent orders. Click the View Order link to view the details of an order. If an item on your order has shipped from our warehouse you will see a Shipments tab. Click this link to view the shipment(s) associated with your order along with any relevant tracking information.

Please note that we sell select items that ship directly from our retail partners and we are unable to provide shipment and tracking details in your My Account for those items.

Q: Can I change or cancel my order?

Once your order has been placed, we are unable to make any changes. Please be sure to double-check that your shipping and billing information is correct as well as the quantity of items before submitting your order.

Q: What is your return and/or exchange policy?

Your satisfaction is our top priority, which is why we’re happy to offer Friction-Free Returns. If for any reason, you are not 100% satisfied with your purchase of a physical product, you may return it for a full refund, credit or exchange of the product purchase price at any time. It’s that simple! No hoops to jump through and no strings attached!

Digital products, downloads, course offerings, and video purchases are not covered under the Friction-Free Return Policy. However, if the product is defective or you are not satisfied with quality of the item purchased, please do contact us.

Returns should be directed to:

F+W Consumer Books
c/o Aero Fulfillment Services
6023 Union Centre Blvd.
Fairfield, OH 45014

Be sure to include a copy of your receipt or packing slip with your return to ensure proper credit is given. If you have questions regarding a return, our customer service team is happy to assist you.

Q: What should I do if I have purchased a magazine from a bookstore or other retailer and am not satisfied?

Returns directly to the publisher can only be accepted if the product was purchased directly from the publisher. Any other return should be made directly with the retailer from whom you purchased the product.

Q: What are your shipping rates and delivery times?

Orders are shipped within 2-4 business days

  • Standard Shipping
    $3.00 Per Shipment, $0.99 Per Item
    Delivery within 7 to 10 business days
  • Ground (United States)
    $8.99 Per Shipment, $0.99 Per Item
    Delivery within 3 to 5 business days; no P.O. boxes
    2 Day (United States)
    $9.99 Per Shipment, $1.99 Per Item
    Delivery within 2 to 3 business days; no P.O. boxes
  • Standard Overnight (United States)
    $12.99 Per Shipment, $4.99 Per Item
    Delivery within 1 to 2 business days; no P.O. boxes
  • International Air Printed Matter
    $2.00 Per Shipment, $9.00 Per Item ($5.00 Per CD, DVD or Magazine)
    Delivery within 4-6 weeks

Products that ship from our retail partners may have additional shipping charges

Weekends and holidays are excluded from processing and shipping times, so please account for non-business days when choosing your shipping method. We are not responsible for shipping errors or failure to deliver on time caused by the shipping company. Please remember that delivery time does not include Sundays or Holidays.

Import duties, taxes, and customs charges are not included in the item price or shipping cost. These charges are decided by your country, and are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be prior to purchase.

Q: Is shopping with Family Tree safe and secure?

Our Family Tree Shop takes your security seriously and takes steps to protect your personal information. Our store uses Secure Sockets Layer (SSL) encryption technology when transmitting your order and payment information.