Shipping & Delivery

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1. Where we ship, and in what currency

All prices on this site are in U.S. dollars.

Digital reports have no shipping address and no shipping cost. Physical pieces go to the address you type at checkout.

You do not need an account to buy from us. Checkout is as a guest, so keep the email you used — it is how we find your order.

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2. Two kinds of orders, two kinds of delivery

We sell two very different things, and they reach you in two very different ways. They are even bought through two different payment pages.

Digital reports. The Heritage Volume and The Crossing, in all three levels. These are delivered on screen and by email, in minutes.

Physical pieces. Our physical products — for example the signet ring, the framed crest and the family pack. These are made for you after you order and then mailed.

If one order contains both, they travel separately. Your report will not wait for your ring.

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3. Digital reports: delivered in minutes

Once your payment goes through:

1. Your volume opens on screen, in your browser.
2. A copy is emailed to you as a PDF, with a link back to the online version.

This normally takes a few minutes. It is automatic. No one prepares your order by hand, and nothing is queued for a person to approve.

Delivery is by email only. We don't mail printed copies of the digital volumes, and there is no faster option to buy, because there is nothing to speed up.

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4. If your digital report hasn't arrived

Work through this in order. It is almost always step 2.

1. Give it a few minutes. Most delays are mail servers passing the message along.
2. Check your spam, junk and promotions folders. This is where most missing reports turn up. The email comes from customer@myheritagestories.com. Adding that address to your contacts usually helps next time.
3. Check the address you typed at checkout. One wrong character sends the report somewhere else.
4. Email us at customer@myheritagestories.com. Tell us the surname you searched and the email address you used. We'll send it again, or send it to a corrected address if the first one was mistyped.

We don't charge for a resend. The same steps apply to the free reports we send by email.

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5. Your report link, and the member portal

Your volume comes with a private link. You can reopen it on any device and download the PDF again.

Download the PDF and keep it. That copy is yours, on your own computer, and it doesn't depend on us. How long we keep hosting the online version is covered in our Terms of Service.

The link is private, but it is not secret. Anyone you forward it to can open the volume. Share it with that in mind.

If you bought under our lifetime-access offer, your volumes can also be reopened at our member portal, /my-reports/. You get in with your report link or with Google Sign-In. The portal is read-only: it shows your volumes and nothing else.

Lost the email? Write to us from the address you ordered with and we'll send the link again.

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6. Physical pieces are made after you order

We hold no stock. When you order a ring, a framed crest or a family pack, the artwork for that surname is prepared and the piece is then manufactured for you. That is why a physical order takes longer than most online orders: the making happens after you buy, not before.

To make it and send it, we pass the maker what they need — including your shipping address. What we do with your information is set out in our Privacy Policy.

The crest on a physical piece is the same image that appears in the volume for that surname. It is an artistic interpretation associated with a name. It is not a grant of arms, and it is not recognised by any heraldic authority. The full explanation is in How Your Report Is Made.

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7. How long a physical order takes

Two things happen one after the other: we make it, then the postal service carries it. You wait for both. Here is the whole number, so you don't have to add it up yourself.

Production: 7 to 10 business days, whichever option you choose. That part doesn't change.

Then the delivery option you picked at checkout:

A business day is Monday to Friday. Weekends and public holidays are not counted, so on a calendar the free option usually works out at roughly three to four and a half weeks, and the faster option at roughly two and a half to three and a half weeks. Both counts start the day your order goes through.

Paying for the faster option speeds up the postal part, not the making. Nothing skips production.

These are the times we work to, and they are honest ones — but they are estimates, not guarantees. Weather, customs checks and carrier backlogs are outside our hands. What we do guarantee is what happens next if we miss them.

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8. If we are going to be late

If we can't get your order to you inside the times above, we don't go quiet and hope you don't notice.

• We email you before the promised date passes, and we tell you the new one.
• You choose. Wait for the new date, or cancel and get every cent back — the full price, including anything you paid for shipping.
• If you don't answer us, we treat it as a cancellation and refund you.

You never have to chase us for that email or ask for the option. This is the law for mail-order sellers where we are based, and it is how we'd want to be treated anyway.

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9. Your order may arrive in more than one package

Our physical pieces are produced by two different makers: one in the United States, one in China. Which one makes your piece depends on what it is.

So if you ordered more than one thing, they may be made in different places and shipped separately. That means they can arrive on different days, in different packages, with different tracking numbers.

A part-delivered order is not a lost order. Give the rest of it the delivery window above. If a piece is still missing after that, email us and we'll trace it.

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10. Tracking

When a package leaves the maker, we email you a tracking link. If your order has shipped and no tracking email has reached you, check your spam folder first, then write to us — we'll look it up and send it over.

Three things worth knowing, because they worry people and they shouldn't:

• Tracking is created when the label is printed, which can be before the package physically moves. A number that sits still for a day or two is normal.
• On cross-border routes, tracking often goes quiet while a package passes from one carrier to another, then wakes up when it reaches your country.
• If a package has been ordered separately from another one, each has its own number. Two numbers is not two orders.

If tracking has shown nothing at all for a long stretch, email us and we'll take it up with the maker and the carrier.

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11. Customs, duties and import charges

The price you paid covers the piece and its delivery to your door. There is nothing to pay the carrier when it arrives, and no invoice follows it.

We won't tell you that a customs authority can never ask you for anything — that isn't ours to promise, and any seller who says it is guessing. Here is what we promise instead, and it comes to the same thing for you:

If a carrier or a customs authority ever asks you for an import charge, a duty or a handling fee on something you bought from us, email customer@myheritagestories.com with what you were sent. We cover it. You will not be out of pocket for it.

If a package is held or refused at the border, tell us and we'll work it out with you.

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12. Getting the address right

The address you type at checkout is the address we hand to the maker. Please check it before you pay — apartment and unit numbers are what go wrong most often.

• Spotted a mistake? Email us straight away. There is a short window right after your purchase — twelve hours — while a physical order can still be caught. What that window covers is on the Refunds & Cancellations page.
• Once a piece is in production or has shipped, the address can't be changed.
• If a package comes back to the maker as undeliverable, write to us and we'll arrange to send it out again.

If a package was delivered to the address you gave us, that's outside what we can put right — but write to us anyway. We'd rather look at it than assume.

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13. Lost, damaged or wrong items

Email customer@myheritagestories.com. What helps us most:

• Damaged in transit — photographs of the piece and of the outer packaging, as soon after delivery as you can manage. Keep the packaging until the matter is settled; carriers often ask to see it.
• Wrong item, or a crest or engraving that doesn't match your order — a photograph of what arrived. If the name on the piece is the name you typed at checkout, that isn't a manufacturing fault, but write anyway and we'll tell you what we can do.
• Marked delivered but not in your hands — have a look around the property and check with your household, your building's mail room and your neighbours. Packages are often left out of sight. If it hasn't turned up after a couple of days, tell us.
• Never arrived and tracking has stalled — tell us, and we'll open an enquiry with the maker and the carrier.

Where a piece is lost, or arrives damaged or wrong, we replace it or refund it, whichever you prefer. The terms are on the Refunds & Cancellations page. Because each piece is made individually for one surname, a replacement is a new production run, so it takes about as long as the first one did.

Please don't post anything back to us on your own. We don't receive parcels at our mailing address. If a piece needs to come back, we'll tell you where to send it and we'll arrange it with you.

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14. Cancellations and refunds

This page is about getting things to you. Getting your money back has its own page.

• Digital reports: there is no cancelling — delivery is immediate, so there is no window to stop. There is a 30-day refund, and reading the volume doesn't cost you it.
• Physical pieces: a 12-hour window to cancel after you buy, because production starts quickly. Damaged, faulty or wrong pieces are covered whenever they turn up.

The full rules, including how to ask and how the money comes back, are on the Refunds & Cancellations page. And if the page you bought from promised you something better than these pages give you, the better promise is the one you get — tell us and we'll honor it.

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15. What arrives, so there's no surprise

Whether it comes as a PDF or engraved on a ring, it helps to know what the content is before it lands.

Your volume is built by our own system. Part of it is public reference material — the U.S. Census Bureau surname file, digitised newspaper pages held by the Library of Congress, open structured records — shown with its source and a link where the source gives one. The rest, including the coat of arms, is produced by that same system from the surname itself. Where a surname is not in a public source, our 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. No one researches your family. 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.

The full account is in How Your Report Is Made.

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16. Getting in touch

Email is our only support channel:

customer@myheritagestories.com — we answer within 48 hours.

Please include the email address you used at checkout, and for a physical order your order number. It gets you a faster answer. Other ways to reach us are on our Contact page.

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Last updated: August 24, 2026