FAQ

Absolutely! We’ll carefully package and return your original media to the address listed on your account. This is the default service unless you instruct us otherwise by email that you prefer disposal.

Videos and JPEG files downloaded to your local device from your account are compatible with all computers. If you're using a USB drive, playback requires a device with a USB port—such as a computer or certain newer television models.

Yes, if you choose this service, your order will be turned around in 1-2 weeks from arrival at our location—provided it includes fewer than 1,000 image items and 50 video items, contains only standard media types.

Orders that exceed these criteria may require additional processing time.

You're welcome to send your photos still inside their albums. Our technicians will carefully remove the images in order, scan them, and then return them to their original positions. If any photos cannot be safely removed, we’ll reach out to you before proceeding to explore alternative options. Because of the extra care and time involved in handling albums, there is a handling fee of $17.50 per album.

We reserve the right to decline scanning any material that, in our judgment, may violate privacy rights, publicity rights, copyrights, or other intellectual property protections—unless we have received explicit written consent from the rights holder and, where relevant, from any individuals depicted in the content (or their parent or legal guardian).

In line with our Terms of Service, we do not accept or process any material—regardless of format—that contains nudity. If a video includes such content, we may, at our discretion, process only the portions that are free from nudity, when appropriate. Additionally, we are unable to digitize any content protected by copyright. This includes, but is not limited to, recorded television programs or movies, which are treated as copyrighted by default and therefore ineligible for processing.

The length of the film can be estimated using the following chart:

You can send us a box full of loose photos or bundle them into groups. We're happy to group and name the digital folders after the labels on your bundles.

Yes, we automatically provide a copy of the original scan and also a digitally enhanced version of the scan. You can choose the version you prefer or keep both.

Yes, we scan the front and back sides of all photos by default. The scanned images are labelled in a sequence and there is a separate image for the front and the back.

We recommend keeping your film in its original packaging. If you group and label your materials before sending them, we’ll follow that arrangement when scanning and organize your digital files to match. Should you choose to add labels, please keep titles concise—ideally around 20 characters or fewer.

Please make sure to ship your valuable images in a strong, secure box. Avoid using flimsy packaging, tissue boxes or shoeboxes or thin cardboard. Bubble mailers are also not recommended, as they provide insufficient protection and may lead to damage during transit. Zip lock bags can provide extra protection from moisture.

For best results, follow these packaging guidelines:

• Seal your box tightly on both the top and bottom with heavy-duty packing tape. You can find appropriate shipping supplies at most office supply stores or your local post office.
• Use a sturdy, corrugated box with all flaps intact
• Remove old shipping labels or markings that no longer apply
• Wrap each item individually
• Add enough cushioning material to protect contents
• Use strong, pressure-sensitive packing tape (not masking or cellophane)
• Avoid using string or wrapping the box in brown paper
• Attach a clear, accurate shipping label with both delivery and return addresses
• Place a return address label inside the package as a backup