Contact Us

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1. Who you're writing to

FamilyCrests Studio LLC is a company registered in Wyoming, USA, trading as FamilyCrests™. We run the website myheritagestories.com. Our own system produces the digital volumes, and outside makers manufacture and ship our physical products — for example the signet ring, the framed crest and the family pack.

When you write to us, the person who reads your message is the person who runs the company. There is no call center and no support desk. That is also why we answer in the order messages arrive.

2. How to reach us

customer@myheritagestories.com

Every question goes to that one address: orders, delivery, refunds, privacy, accessibility, press. We read every message and answer within 48 hours.

We do not have a phone number or a chat window, and that is on purpose. Email lets us check the record before we reply, and it leaves you holding a written answer you can keep.

Please write in English if you can. It helps us answer you accurately the first time.

We will never ask you for your card details. Payments are handled by Stripe, so we never see or hold your card number. We have no reason to ask you for it, for the three digits on the back of the card, or for a bank login. If a message asks you for any of that, it did not come from us.

3. What to put in your email

Three things, in the first few lines, and we can usually settle it in one reply:

1. The surname you searched. This is how our volumes are filed.
2. Your order number, if you have one. It is in the confirmation email we sent when you bought.
3. The email address you used when you bought. If you are writing from a different address, say so and tell us which one the order was placed under.

If something looks wrong on screen, a screenshot helps. If a link did not work, paste the link.

You do not need an account with us. Checkout is as a guest and your volume opens from a private link, so there is nothing to log in to and no password to lose. If you bought lifetime access, your volumes also open at our reading portal, /my-reports/.

4. Where we are, and where not to send things

FamilyCrests Studio LLC is a company registered in Wyoming, United States.

We do not run a shop, a warehouse or a returns depot, and we do not receive post or parcels. Email is the only way to reach us. Please do not send anything to us physically — it will not arrive anywhere useful, and nothing sent by post reaches the makers who produce our physical pieces.

In practice you should not need to send anything back at all: if a piece arrives damaged, faulty or wrong, we ask for a photograph by email, not for the item. See Refunds & Cancellations.

5. "My report hasn't arrived"

Digital volumes are delivered within minutes of purchase: the volume opens on screen, and a copy goes to the email address you gave at checkout.

Before you write, please check:

• Your spam, junk, and promotions folders. Search your mailbox for "myheritagestories" rather than scrolling. The message is easy to miss.
• The address you typed at checkout. One wrong character is the most common reason a volume does not land.
• The email itself. Your link is in it, and you can come back to that link later. It is not a one-time download.

Still nothing? Email us with the surname you searched and the address you used, and we will send it again. There is no charge for that, and you never have to buy the same volume twice. If you typed the surname wrong, we can put that right too — see Refunds & Cancellations.

6. "Where is my physical order?"

Physical pieces are made to order, one at a time, with your surname on them. Production runs 7 to 10 business days before anything ships, and transit time is on top of that, so tracking usually stays quiet at the start. That silence is normal. The full timetable, including shipping options and how long each one takes, is on Shipping & Delivery.

A few things worth knowing:

• Tracking. When your piece leaves the maker, a tracking link goes out by email. If no tracking email reached you, check your spam folder, then write to us with your order number and we will look the tracking up by hand.
• More than one item. We work with more than one maker, so an order with several pieces can arrive in separate packages, on different days, with different tracking numbers. An incomplete-looking delivery is usually the second package still travelling.
• Nothing to pay on arrival. The price you paid includes shipping and delivery to your door. If a carrier ever asks you for an import or customs charge, send us the notice and we will cover it.
• If we are running late. If a piece is going to take longer than the times we publish, we email you, and you can cancel it for a full refund.

If tracking has not moved for a long stretch, or it says delivered and nothing arrived, email us your order number and we will take it up with the maker.

7. Refunds and cancellations

The full rules live on Refunds & Cancellations. The short answer, so you know whether to write:

• Digital volumes: 30 days, no questions asked — even if you have already read it and downloaded the PDF. There is nothing to cancel, because delivery is immediate, but the refund window stays open.
• Physical items: you can cancel within 12 hours of buying. After that the piece is already being made with your surname on it. Damaged, faulty, or wrong is always covered, and you do not have to ship it back.
• If the page you bought from promised you more than that — a longer guarantee, for example — the better promise is the one that applies to your order. Tell us and we will honor it.

To ask for a refund, email us from the address you bought with and give us the surname and the order number. Money goes back to the same card. How long it takes to appear is up to your bank; it usually shows on your next statement.

8. Privacy requests, and how to opt out of advertising

Requests about your personal information — a copy of what we hold, a correction, deletion, or telling us to stop sharing your data for advertising — go to the same address, with "Privacy request" in the subject line.

Tell us what you want us to do and include the email address you used with us, so we can find your records. We may need to confirm that the address is yours before we act, which protects you from someone else making a request in your name. We answer privacy requests within 45 days. What we collect, who processes it for us, and what rights you have is set out in our Privacy Policy. We handle these requests for anyone who has bought from us, wherever you live.

Three things you should know before you write, because they change how you have to ask:

• There is no cookie banner. Our advertising and analytics cookies start working when a page loads. In the United States and Canada advertising runs on an opt-out basis, so our cookie notice tells you what is happening rather than asking permission first.
• We do not read "Do Not Track" or "Global Privacy Control". Turning those settings on in your browser does not reach us today. Email is the route that works. Details are on our Cookie Policy, and there is a short form of the request at Your Privacy Choices.
• What we can actually do. We will take you off our marketing emails and out of the advertising audiences we control. What that does and does not reach on the advertising platforms themselves — and the opt-out routes those companies offer — is explained on the Cookie Policy page. We would rather tell you where our reach ends than promise something we cannot deliver.

If all you want is to stop the emails, every marketing email we send has an unsubscribe link at the bottom, and one click is enough. You can also just tell us and we will do it.

9. Accessibility

If any part of this site, a volume, or a PDF is hard for you to read or use, we want to hear about it. Email us with "Accessibility" in the subject line and tell us what happened and what you were using: a screen reader, a phone, a larger text setting, a particular browser. If you cannot reach something you have already paid for, say so in the first line and we will get it to you in a form you can use. Our commitments are on the Accessibility page.

10. How your volume is made

We are asked this often, so here it is plainly. The full explanation is on How Your Report Is Made.

Your volume is built by our own system. Part of it comes from public reference material — the U.S. Census Bureau surname file, digitized newspaper pages held by the Library of Congress, and open structured records — and where the volume shows a source and a link, you can open it and check it yourself. The rest, including the coat of arms and the writing in the chapters, is generated by that same system from the surname itself. Where a surname is not in a public source, the system completes that section rather than leaving it blank, so your volume arrives whole and part of it is reconstruction rather than record.

The same surname always produces the same volume, for everyone, every time. No one researches your family, and no one goes through your order by hand. Naming an archive is not a claim that we searched it on your behalf.

It is not proof of ancestry, not a grant of arms, and not a DNA test — we never take or analyze genetic material of any kind. If you want to know where a particular figure in your volume came from, write to us and we will tell you.

11. Press, partnerships, and suppliers

Same address: customer@myheritagestories.com. Put the topic at the start of the subject line so we can pick it out.

12. Where everything else is written down

• Terms of Service — the agreement, and which document wins if two of them disagree
• How Your Report Is Made — method, sources, and limits
• Refunds & Cancellations
• Shipping & Delivery
• Privacy Policy
• Cookie Policy
• Accessibility
• Your Privacy Choices

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Last updated: August 24, 2026

FamilyCrests Studio LLC, based in Wyoming, USA — FamilyCrests™.