Frequently asked questions
The things customers ask us most, answered plainly.
Before you order
What can you digitize?
Video tapes, film reels, photos, slides, negatives, audio cassettes, reel-to-reel, CDs and DVDs, and a good deal more. If you are not sure what you have, our What We Digitize page has a picture of every format we take, so you can match it against what is in your box.
How many items is my kit?
One item is one tape, one reel or one disc. For photos, slides and negatives, every 25 counts as one item — so a 2 Item Kit holds 50 photos and a 40 Item Kit holds 1,000. You can mix any formats you like in the same box.
What quality will my files be?
We digitize each item to match its original format, so nothing is stretched past what it really holds. Photo prints come back at around 300–400 DPI, slides and negatives at roughly 3000x5000, and most VHS at 480p, which is what the tape recorded in the first place. Older media is limited by how it was made and by how well it has aged, and we get the most out of whatever you send.
Can you make them look better than the original?
Yes. Eclipse AI Enhancement restores color and detail and upscales video as far as 1080p. You add it on the Customer Card that comes in your kit, and you receive both the untouched version and the enhanced one.
Sending your memories in
Do I get my originals back?
Always. Every original comes back to you alongside the digital copies. Nothing is kept and nothing is thrown away.
How do you make sure nothing is lost?
We have never lost a single package or item from a customer. Not one. Your kit is protected and tracked in both directions, and there is a full write-up of the precautions we take in our Help Center.
What if I send more items than I ordered?
Not a problem — send them anyway. We digitize everything in the box, take an inventory when it arrives, and invoice you afterward for the extras at $17.99 an item.
What if something cannot be digitized?
Old media is sometimes damaged, badly worn or simply too far gone to play. When that happens we cannot digitize it, and you receive a credit for the item.
Timing and status
How long does it take?
Two to six weeks for standard processing, depending on the size of your order and the time of year. If you need it sooner, processing upgrades are available on the Customer Card that comes in your kit.
How do I check on my order?
Head to Track My Order and enter your order number and the email you ordered with. We also email you as your order moves along.
Getting your memories back
Which storage option should I choose?
It comes down to how you want to use them. Most customers take the Cloud and a USB thumb drive together — the Cloud for streaming and sharing, the drive for a copy in hand. A disc set suits you if you would rather put something into a player. You can take as many as you like, and every one is a full copy.
Can I watch them on my phone?
Yes, with the Cloud. Once your order is finished your library works on your phone, tablet, computer and Smart TV. Stream straight from the Cloud, or download to the device and keep it.
How long do you keep my files?
Your digitized media is backed up automatically for 30 days after your order is finished, so download it inside that window. If you would rather not have to think about it, Digital Memory Backup keeps everything on our servers year round, ready to stream and share.
Still need a hand?
We would rather answer a question now than have you guess.