Frequently Asked Questions

Select the services you need on our website, choose your delivery method, and complete checkout. After that, package your media and ship it to us with your order number included inside the box.

Use a sturdy box and protective packing materials. Fragile items like tapes, photos, slides, and discs should be packed carefully to prevent movement during transit. We recommend including a note with your name and order number inside the package.

We recommend reliable carriers such as UPS or FedEx and strongly encourage tracking and insurance based on the value of your shipment.

No. Family Heritage Digitizing is currently a secure mail-in service only. Public walk-in appointments are not available at this time.

We currently digitize photos, VHS and VHS-C tapes, audio cassettes, SD cards, and photo or video DVDs. Additional formats like slides, negatives, MiniDV, and Hi8 are planned for future expansion.

All media is transferred at the customer’s risk due to the natural instability of aging analog formats. While we handle media carefully, older items may have issues such as brittleness, mold, oxide shedding, breakage, or prior damage.

If a tape breaks during transfer, we may attempt repair at our discretion. A standard VHS repair fee of $30 may apply.

No. We will not transfer commercially produced movies, Macrovision-protected content, copyrighted material without authorization, or unlawful content.

No. Digitization captures the media as it exists at the time of transfer. Restoration or enhancement is not included unless explicitly offered and purchased as a separate service.

Digitization fees apply per item based on the services listed at the time of purchase. Some formats may involve additional charges depending on length, quantity, or handling complexity. See each service page for more details.

If the final total is lower than your original estimate, we will issue a refund. If additional items were processed beyond the estimate, we will send a final invoice for the remaining balance.

Standard VHS and VHS-C pricing covers up to 2 hours per tape. Tapes recorded in extended mode that exceed 2 hours may be billed per additional 2-hour segment. Transfer fees apply regardless of content length, even if a tape contains only a short recording.

Most standard orders are completed in approximately 10 business days after media arrives at our facility. Larger or more complex orders may require more time.

Yes. Original media is returned to you upon completion unless you explicitly request otherwise in writing before return shipment.

If you request disposal in writing, we will retain the media for 30 days after project completion before secure disposal. This gives you time to confirm satisfaction or revoke the request. Once disposal occurs, the originals cannot be recovered.

Depending on the delivery method you selected, your files may be delivered by digital download, USB flash drive, or external hard drive. Original media is returned regardless of delivery method unless disposal was requested in writing.

A secure backup copy of digitized files is retained for 90 days following project completion. Files are permanently deleted after 90 days, so customers should back up their files in at least two locations after receipt.

Orders may be canceled for a full refund before digitization begins. Once digitization has started, service fees are non-refundable. If you believe there is a technical error, notify us within 7 days of receipt so we can inspect and attempt correction before any refund is considered.

If media is lost or irreparably damaged while in our possession due solely to our negligence, liability is limited to the prepaid service fee and the replacement cost of blank media only. We do not compensate for sentimental or emotional value.

No. Shipping carriers and digitization services do not insure sentimental or emotional value. Insurance generally covers declared service value and the nominal replacement cost of blank media only.