FREQUENTLY ASKED QUESTIONS
Find answers to commonly asked questions about our products, services, and processes. Whether you're curious about ordering, customization options, or research details, our FAQs page provides a strong foundational understanding of our business. For more complex inquiries, please see our Contact Page.
01
Can you describe in more detail your process from the start of the inquiry to the final product shipment?
Our process consists of several steps that we will outline below.
1. We recommend reviewing our website for all essential information on our organization and services.
2. You will submit an order for one or more genealogy charts, art prints, etc. Please see our Terms of Service for more information before submitting your order.
3. We will then contact you either requesting genealogy applications, or discussing research services. We will ask any follow-up questions we may have about your order here as well.
5. Within a few weeks, we will send you the rough draft of your chart for you to approve, and we will then discuss matting and framing options with you, collecting a payment on that before submitting your order for production.
6. Once you approve it in writing, your order will be submitted for production. Once submitted, you will have less than 24 hours to cancel it.
7. The chart will be sent out for professional fine art printing, and you should receive your chart, on average, within 10-14 days of production.
​
Please note that the deadline for receiving a product after production begins may vary depending on the project's customization and complexity. If you have a project completion deadline, please provide this detail in your original order submission in the "Any other customization?" text box.
02
What are the chart size options?
Chart sizes vary depending on whether the chart is a more customizable style (such as American Revolutionary War Patriots or Royalty and Nobility charts) or a more straightforward style (OFPA or Mayflower charts). Please refer to each product description for more details on dimensions and sizing options for each chart style.
03
Why do we work with acid-free paper? Can I request standard paper for printing?
Acid-free paper will protect your chart for a longer period from fading, which is why we recommend these paper styles primarily. Of course, if you desire standard paper styles, we recommend you submit an inquiry via our Contact page to discuss those options with our design team. We highly recommend that you do so before proceeding with submitting a final chart order.
04
Are there any limitations on framing or matting options depending on the size of the chart?
For matting and framing at our preferred provider, our sizing limitations vary depending on the chart style. For Mayflower charts, for example, the length of all charts is roughly 30 inches. Thus, they are unable to include matting options, unfortunately. For most charts, the fixed sizing options we provided are primarily due to the matting and framing limitations that would be available for that chart style and paper.
05
Do I have the opportunity to review and approve the chart design before production begins?
Yes, you will after all details are finalized with our design team. We will produce a final draft, personally edited by our researchers, to ensure accuracy in spelling, titles, surnames, and other details. The draft we create will be sent directly to you, the client, via the email address you initially provided at checkout. We will not begin production until you, the client, have approved everything in writing. If you have another email address or phone number that you would like us to reach out to you by, please submit an inquiry on our Contact Page, or reach out to us via our email (info@heirloomcharts.com), including your order information. We are happy to make note of the email address you would prefer to use instead.
06
How long would it take to receive my chart order? When does the clock begin ticking?
6-8 weeks at most, although this often depends on the project's complexity and the number of projects our design team is currently working on. The design rough draft may reach your inbox within 2 weeks after we receive and finalize all project information with our team using our "info@heirloomcharts.com" email address. Once you confirm approval of the chart design and production begins, it should take roughly 10-14 days to receive your order. If you are requesting a framed piece, it may take a few days longer.
07
What do you need from me in order for me to receive a chart?
To initiate production on your chart, we require a completed order submission and a successful payment. Once we do, we will promptly reach out to request the proper documentation to start work on your chart, discuss any required research services, etc.
08
How far in advance do you recommend I purchase my chart if I were planning on gifting the chart to someone?
Considering that it takes approximately 6-8 weeks to receive your chart, we recommend you order it two months before the date you would like to receive it. We do not offer gift wrapping at this time, so please keep this in mind when submitting an inquiry.
09
What is your shipping policy?
From the point that you put a deposit down and provide us with all the necessary documentation to start your project, you can budget approximately two months before receiving your final product in the mail. We offer a $20 flat rate shipping fee for any domestic orders, and a $30 flat rate shipping fee for any international orders submitted.
10
What forms of payment do you accept?
We accept nearly all forms of payment. As we use Square for our business's checkout process, the primary forms of payment accepted include Visa, Mastercard, American Express, China UnionPay, JCB, Diners Club, Cartes Bancaires, Discover, Electron, and Maestro. All payments will be accepted upon original order submission, except for any matting and framing payments, which will be requested of clients once their original chart rough draft is completed.
