Have A Question? Ask Us
General Questions
Q. How long do you keep my project on file?
A. We keep the files for each project for 30 days after they have been picked-up or received. That way, if you want to make changes or order additional copies, it’s easily done. After 30 days, files are deleted and charges would apply to create the files anew.
Q. Should I get a second copy of my project?
A. We recommend our clients get at least one backup copy made for storage in a safe place. We use high-quality, durable, everyday DVDs and CDs. However, DVDs and CDs are susceptible to scratches. Consider archiving with Gold Archive Grade DVDs. Gold media use 24 karat gold as the reflective layer, offering exceptional longevity and durability. Aging tests show Gold DVDs can be used as reliable storage media for more than 300 years and Gold CDs for 100 years.
Q. Are my materials safe with you?
A. Yes, we take good care of your originals, treating each customer’s memories as if they’re our own. When we receive a project, we enter it in our tracking system, inventory the materials and number each item, and place them in a plastic bin labeled with your name and project number. Each project is carefully tracked through our system. We do all the work ourselves on-site in a MemoryWise (or Memories to Digital) store and your materials do not leave our possession. When your project is complete, you get your materials back in exactly the same condition you brought them to us (usually cleaner!).
Q. How long does it take?
A. When you place your order, we will give you an estimate of when it will be completed. In general, projects are finished within one to two weeks. Need something sooner? We can usually get it done but a 50% rush charge may apply to jobs required in under one week.
Q. How private will my videos and pictures be kept?
A. We take security and privacy seriously. The only person who has access to your material is the person assigned to the project. Your files are kept for 30 days and then deleted.
Q. Why shouldn't I just do this myself at home?
A. Many of our past clients have tried, and for a variety of reasons still bring their material to us in the end. Organizing, cleaning, transferring, scanning, recording, and producing your own projects can be an overwhelming task. To get acceptable results, digitizing analog sources often requires expensive, specialized equipment, and expert knowledge of computer systems, their inner components, and the software that controls them. There is also a substantial learning curve involved adapting the specialized hardware, and becoming adept at software applications. The productions we create for our clients benefit from training, years of experience and substantial capital investment in professional hardware and software. In the end, you will save time and money and end up with a personalized, professionally-produced presentation you will be proud to share with friends and family.
Q. What are the different formats I can choose from?
A. We will be glad to transfer your material to any medium you like, including DVD, CD, MiniDV, VHS tape, e-mail or web-ready files. High quality, uncompressed files are also available for home editing, either on disc or external hard drive. Have something else in mind, just ask.
Q. Can I edit the DVD after I receive it?
A. Yes, although the DVD files are compressed and not ideal for home editing. In general, high-quality, uncompressed .AVI files are the preferred file-format for do-it-yourself production – if this is your goal, we can provide you with the files. Please call us for more information.
Q. Can I mix different types of media together?
A. Yes, you may combine film, slides, video, prints and audio into the same presentation.
Q. Will you return all my original material?
A. Absolutely. When your project is complete, you get your materials back in exactly the same condition you brought them to us (usually cleaner!).
Q. Do you have references?
A. Yes, we’re proud to offer many references; simply contact us. Also, please click here to read customer testimonials.
Q. What forms of payment do you accept?
A. We accept cash, personal checks, money orders, Visa and Mastercard. Payment is due upon completion of your project. For projects sent to us, upon payment we will ship back your completed order along with all your originals.
Q. Do you work with other businesses and organizations?
A. Certainly. Please click here for more information.
Q. Why should I do business with you?
A: When you work with us, you can be assured we’ll treat your memories as if they’re our own. We do all of the work on-site in a MemoryWise (or Memories to Digital) store, and your originals are kept safe throughout the process. Our expert staff uses state-of-the-art technology to produce high-quality digital productions. And we pride ourselves on providing a level of personal, custom service that others don’t. Please click here for more information about us.
Q. What if I find a problem with my presentation?
A. All MemoryWise services are covered under a warranty for a period of 30 days following delivery of a finished order. Before an order leaves MemoryWise, project files and the resultant discs are checked to make sure they are error-free. However, if you discover a problem with any DVD/CD MemoryWise produced, or any service MemoryWise provided, or are unhappy with your order in any way, contact MemoryWise within 30 days. Within that time frame, your project is 100% guaranteed and MemoryWise will work to resolve problems to your satisfaction, and replace or repair items in question FREE of charge, and will return those items to you FREE of charge. If you do not contact us within 30 days of receiving your finished project, we will assume you are satisfied and your project files may be deleted. After files are deleted, charges would apply to create the files anew. You are responsible for returning any damaged / defective merchandise to MemoryWise. Because of the possibility of duplication of a project, MemoryWise does not issue refunds. Lastly, it is important to understand that the quality of your final product is limited by the quality of your originals.
Q. Will my DVD work in my player at home?
A. If you’ve ordered a playable DVD, it will be the most widely-used format: DVD-R. DVD-Rs can be played on most home DVD players and on most computers with a DVD/CD unit. However, despite the fact that MemoryWise uses DVDs that are reliably compatible, there are occasionally compatibility issues and some features of your DVD may not work on all equipment. In particular, DVD-Rs may not play in older DVD players. If for some reason your player cannot read your DVD, contact us within 30 days of receiving your finished project. If contacted within that time, MemoryWise will work with you to determine if it’s the player or the DVD that is having problems. If it is determined that it is the DVD that is having problems, we will replace the DVD in question FREE of charge, and will return the DVD to you FREE of charge. Replacements will not be given free of charge for DVDs that work in some players, but not in others. Because of the possibility of duplication of a project, MemoryWise does not issue refunds.
Film Questions
Q. What if I don't know the condition of my film? Do you clean it?
A. Fortunately, 8mm and 16mm film is a durable format, and almost all the footage we’ve seen has been in good condition. However, to ensure the best quality possible, we first hand-clean all your film. This important process removes most of the dust and black debris that builds up over time. Hand-cleaning also gives us time to inspect the film for problematic areas and replace any damaged splices.
Q. Can I edit the content of my reels myself?
A. Yes. We can provide you with high-quality, uncompressed files on data DVDs or an external hard drive, which you can then edit with your own software at home. A more common option is to have us create a Preview DVD. With your preview, you can take notes on your film and then instruct us on how to arrange it. See the Movie Film page for more information.
Q. How can I tell how many feet of film I have?
A. Compare your reels with below: Reel Diameter 3″ 5″ 6″ 7″ Approximate Feet 50 200 300 400 Running Time: 8mm 4.25 min 17 min 25.5 min 34 min Super 8mm 3.25 min 14 min 21 min 28 min 16mm 1.75 min 7 min 10.5 min 14 min
Q. What type of film do I have?
A. Click the file link to download the comparison graphic. Compare your film to the graphic. If you have questions, feel free to contact us and ask about your film format.
