Frequently Asked Questions
HOW DO I SUBMIT MY FAMILY NAMES FOR MY FAMILY TREE?
Submitting your family names is easy. Once you’ve placed your order, we’ll email you a personalized spreadsheet where you can fill in your ancestors’ and descendants’ information. We’ll always have access to your spreadsheet, so there’s no need to save or send it to us. Simply fill in all the necessary information and we’ll schedule an initial proof with you.
WHEN CAN I EXPECT TO RECEIVE MY INITIAL PROOF?
You’ll receive your initial proof within 1 to 3 business days after you’ve submitted your family names.
WHAT IF I DON’T HAVE ALL THE INFORMATION FOR MY FAMILY TREE?
No problem. Your family research is an ongoing journey, and you’ll always have access to your spreadsheet where you can add or edit information as you learn more about your ancestors. If you have a particularly large or complex family, we may need to customize* your family tree to ensure that all the information is properly displayed. Just send us an email at info@familytrees.art with your specific requirements and we’ll work with you to find the best solution.
* Customisations may require an extra charge.
CAN’T FIT ALL FAMILY MEMBERS IN THE TREE?
Don’t worry, we accommodate families of all types, backgrounds and sizes. Our standard approach is to design your family tree to follow your direct ancestral lines, excluding siblings from parents and grandparents.
If you have a unique family dynamic such as adoption, step-parents, or estranged relationships, we’re here to help. Contact us at info@familytrees.art with your specific needs and we’ll work with you to find a custom solution that fits your family tree. *Please note that customizations may come at an additional cost.
HOW MUCH TIME DO I HAVE TO SUBMIT MY FAMILY NAMES AFTER PLACING MY ORDER?
For the best experience, we recommend gathering all your family names before placing your order and submitting them all at once. If you need to take advantage of a sale or coupon but aren’t ready to submit your names, feel free to place your order and submit your names whenever you’re ready. Just keep in mind that we ask that you submit your names within 2 years of placing your order. Orders that are older than 2 years may be closed out.
DO YOU SHIP INTERNATIONALLY?
Yes, we do ship internationally. Our family trees are shipped worldwide via reliable courier services. Please note that you may be responsible for paying any customs and import taxes that may apply. While we do our best to ensure your family tree arrives as soon as possible, we cannot be held responsible for any delays caused by customs.
WHAT IF MY PACKAGE IS LOST OR DELAYED?
Once your order is shipped, we cannot be held responsible for lost or delayed packages. In the case of a lost or delayed package, it’s best to file a claim with the courier company using the provided tracking number. During peak holiday seasons, packages may take longer to arrive, so we recommend ordering your family tree well in advance.
CAN I RETURN OR EXCHANGE MY FAMILY TREE?
Since our product is custom-made, we do not accept returns or exchanges. However, if you have any concerns about your family tree, please reach out to us via our Contact page and we’ll get back to you as soon as possible. In the event that you notice any errors or typos after giving your final proof approval, we’ll be happy to fix them for a small fee. If the error was made on our end, we’ll send a revised proof at no extra charge.
We are dedicated to making the process of creating your family tree as smooth and enjoyable as possible, and we’re here to help every step of the way.