Frequently Asked Questions

Quick answers about personalized gifts, shipping, digital downloads and returns. Can't find yours? Write to contact@maatuniverse.com.

Personalization

How does personalization work?

Choose a product, then personalize it in the live preview on the page: add a name, a message, a photo or pick a design. You see the result before you add it to your cart.

Can I see a preview before my order is made?

Yes. The live preview shows your design on the product before you order. Artist-finished family tree art also comes with a proof for your approval before printing.

Can I add a gift message?

Yes. On gift pages, tick the option Sending as a gift and write your message. It is added to your order so we can include it.

Can I change my order after paying?

Write to contact@maatuniverse.com as soon as possible. We can change it as long as production has not started.

Shipping and delivery

How long does delivery take?

Delivery takes 7 to 12 days. Every product page shows the estimated arrival dates for today's order.

Can I get my gift for Christmas?

Order personalized gifts by December 7 for Christmas delivery. Instant digital gifts can be ordered later.

Is shipping free?

Shipping is free on orders from $100.

Do you ship internationally?

Yes, we ship worldwide. The 7 to 12 day estimate applies to your order date; check the estimate on the product page for your cart.

How do I track my order?

Use the View your order link in your confirmation email, or sign in to your account. See the track your order page.

Digital downloads

How do instant downloads work?

Ebooks, printables and printable wall art are delivered by email right after purchase. Buy once and print at home as many times as you like for personal use.

What is the Family Tree HD Download?

It is the print-ready PNG and PDF of the tree you designed in the family tree designer. We recreate your tree exactly as previewed and email the files within 24 hours. It is included free with any framed family tree poster.

Returns and guarantee

What is your return policy?

We offer a 30-day satisfaction guarantee. If your product is defective or does not match your order, contact us within 30 days and we will make it right.

Is my family tree data private?

Your tree is saved only in your own browser until you add a framed poster or the HD download to your cart. Then it is attached to that order so we can print it, and used for nothing else.