Customer Support FAQ

How long does it take to complete a scanning order?

Our standard turn-around time for orders is 7-10 business days depending on the size of the scanning project. Once your order is received, it will be assigned to a scanning technician who will contact you and provide an estimated order completion date.

How should I prepare my media before sending it to your facility?

To assure your media arrives at our facility in the same condition in which you sent it, it is of the utmost importance that you package your media so that no damage will occur during shipment. This means packaging your media in a box, not in an envelope or soft sleeve.

Click Here for Instructions on How to Prepare your Media for Scanning

Do you offer pick-up of my media to be scanned so that I don't have to ship it to you?

We do offer the pick-up of your media, then the return of your media once your order is complete. This pick-up and delivery service is available only in certain states and zip codes; please contact us to determined if this service is available in your area.

I am ready to send my media to your facility, how does the process work?

Now that you are ready to send in your media, please be sure to package your media so that no damage will occur on its way to our facility. We suggest you take your media to a local shipping location like The UPS Store, and have them pack it for you.

• If your media is not packaged correctly, items can shift, and your media can rub against each other and damage some or all of your valuable memories. We have seen this time and time again and cannot stress this enough. Please see our suggestions for preparing your media.

Once your media is safely packaged, you have two options. First, you can pay for and ship your media, or second, you can request a shipping label from us.

If you choose to pay for and ship your media:

• Be sure to put your order number on the shipping label
• Be sure to send the package(s) with signature required so that one of our staff has to directly sign for it
• Be sure to send your package with shipment tracking so you will know exactly where your package(s) is from the time it leaves your possession, until the time we sign for it at our facility

If you would like to request a shipping label from us:

• Provide us with the weight and dimensions of your packaged media
• We will email you a shipping label and include the shipping cost which will be your responsibility
• The shipping label will include signature required at time of delivery as well as shipment tracking
• Be sure to be exact with the weight and dimensions of the package(s). If there is a difference between what you send us, and what the label was prepared for, the difference will be your responsibility

I need my order quickly, is there anything I can do to speed up order processing?

We offer an Express Service which escalates your order to our Fast-Track team. If you request Express Service with your order, we will contact you to discuss, provide the additional cost, provide a projected completion date, and with your approval, begin order processing.

How does your free consultation and evaluation work?

We have designed the free consultation to de-stress the process of digitizing all of your pictures, slides, film, photo books, albums, tapes, and documents.

The consultation will allow us to determine the media you have to be scanned (types and quantities), what resolution you want your media scanned at, how you want your media to be named when creating the image files, and answer any questions you may have.

Immediately following the consultation you will receive an initial order outlining your media, and provide you the address of our secure facility to package and send your media.

Once your media is received, our evaluation staff will examine/count/prepare all media for order processing. We will then contact you again with a final order and request payment. Once payment is received, your order will be processed.

If you decide to forego the consultation and send in your media, the consulation and evaluation happen at the same time.

Once my order is finished being scanned, how will i receive my scanned media?

Once your order is complete, you will receive a direct download link. You can immediately click on the link and download your order to your computer or laptop. Depending on the size of your order, the download may be large so you might want to download your orderto an external hard drive for storage as many computer hard drives are no more than a terra-byte.

Click Here for Instructions on How to Download your Order

If your order includes a USB drive, we will send that to you by ground service, signature required and with shipment tracking (If you chose our Express Service, shipping will be upgraded to next day service).

The download link provided will be active for 60 days from the order completion date; after which your media will be securely deleted from our servers.

How do I get the hard copies of my media after my order is complete?

Once your order is complete, your media is handled in one of two different ways, either returned to you, or disposed of at our facility.

1) Returned to Customer - This is handled in two different ways. If you chose to pay for and send your media to us, we will contact you with the cost of the return shipping for your approval and payment. If you requested a shipping label from us, the return shipping will already be paid for as part of your order. Your media will be returned to you at the shipping address on your order unless otherwise requested.

2) Disposed of at Our Facility - We keep your media at our facility for a period of 60 days after the date of order completion. On the 61st day, we will dispose of your media. If at any time during the 60 days you decide that you would like your media back, the above "returned to customer" procedure applies.

What payment choices do you offer?

We have partnered with PayPal for order processing. This means you can use your PayPal account or pay with a debit or credit card. We also accept money orders and in some cases, purchase orders.

What is your cancellation policy?

Once your order has been placed, you can cancel the order at any time for a full refund, up to and until your order enters the processing stage (you will receive an email notification once your order begins processing).

At this stage, only a partial return is applicable; see our return policy for more information.

What is your return policy?

There are two types of returns offered by our company. The first would be a partial return once your order has entered the processing stage. The second would be a partial or full return based on a special consideration once your order is complete. Please see details below for both types of order returns.

Partial Refund During Order Processing - If your order has already entered the processing stage, it cannot be cancelled but a partial refund can be requested. The scanning technician currently processing your order will stop work and prepare a report of what portion of the order has been processed. Our staff would then contact you and advise what percentage of your order can be refunded.

Partial or Full Refund Once Order is Complete - Once your order is complete, you have up to 60 days to review the work performed and request a refund. Once a refund is requested, our staff will contact you to discuss your order. The order will be reviewed for any problems or issues relating to quality of workmanship. After order review, if it is found that you received less than acceptable quality, we will offer a re-processing of the affected part of your order, issue a partial or full refund, or both. We handle each order with the highest regard; this is not just a business for us, but a passion. We expect nothing but the absolute best of our staff and our customers are very vocal about our quality of workmanship.

At what resolution is suggested for scanning my photos, slides and film?

Photos are scanned at a different resolution than slides and film. See both types of scans explained below.

Resolution for Scanning Photos

We scan all photos at a minimum resolution of 300 dpi (dots per inch). From a 300 dpi scan, you can print the exact same size document that was scanned; same size, same quality. See a few examples below of higher resultion scanning.

Lets use a 4x6" photo as an example:
At 300 dpi, you can print a 4x6" photo
At 600 dpi, you can print up to an 8x12" photo with no loss in quality
At 900 dpi, you can print up to a 24x32" poster size photo with no loss in quality


We do offer 1200 dpi scanning but usually only suggest a 1200 dpi resolution if you have a very small photo and want to print a poster size image from the scan.




Resolution for Scanning Slides and Film

Due to the very small size of slides and film, we scan all slides and film at a minimum resolution of 2,000 dpi and a maximum of 4,000 dpi.

A 2,000 dpi scan can produce an 8x10" photo with no loss of quality, and a 4,000 dpi scan can produce up to a 12x18" photo.

We suggest slides and negatives at a resolution of 3,000 dpi; and 4,000 dpi for archival quality.

Once you have scanned my photos, how do you name the files?

The naming of your scanned photos is dependent on several different factors. By default, we use a naming convention of year, month and event. Please see several examples below of common naming conventions.

EXAMPLE 1 * Photos ARE NOT grouped: Order1368_1.jpg Order1368_2.jpg and so on.		EXAMPLE 2 * Photos are grouped by year: 1987_1.jpg 1987_2.jpg and so on.
EXAMPLE 3 * Photos are grouped by year and month -or- year and event: 1987_12_1.jpg 1987_12_2.jpg 1987_Christmas_1.jpg 1987_Christmas_2.jpg and so on.		EXAMPLE 4 * Photos are grouped by event: Jay&JanWedding_1.jpg Jay&JanWedding_2.jpg BillsFuneral_1.jpg AbbyBirth_1 and so on.

Need your order Quickly? Request our Express Service If you are in need of your scanned media in a rush for a wedding, graduation, funeral/celebration of life, or other event, request our Express Service with your order to make sure you meet your deadline.