Have A Question? Ask Us
General Questions
Q. What is the normal turnaround time?
A: Unless it’s a very large or complicated project, standard turnaround is 2-3 weeks depending on the number of jobs we have in-house. If you need your project completed by a certain date, just let us know – we can usually make it happen. We do offer a rush service for a fee. Typically rush service applies to a turnaround of 4 business days or less (not including the day the project is initiated), but that can vary depending on the amount and type of media.
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. What if I’d like you to keep my files longer, as a backup?
A. Great news! We now offer secure, offline backup storage! Read all about it here!
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 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. Do you ship anything out or do everything in-store?
A. We do 100% of our work ourselves, in-house, locally. We do not ship anything out for processing.
Q. Do you have discounts for big projects?
A. We do have volume discounts for each type of media. These volume discounts can be found in the pricing section of each media webpage.
Q. Is it better to choose MP4 or DVD?
A. MP4 offers unmatched flexibility to watch on any device or share online, but some people still prefer DVDs—choose what works best for you, or opt for both.
Q. What is the best format to convert to? Is it better to transfer to disc or digital files? WHat file format is best?
A. We almost exclusively transfer media to MP4 files, which are the most compatible file format and easily play on all devices, including TVs. MP4s also maintain excellent video quality in a relatively compact file size. We usually recommend against putting your memories to DVDs, as they only hold SD video, and are quickly becoming obsolete. In fact, these days people often bring in their old DVDs to have us transfer them to MP4 files.
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. How will I receive my digital files?
A. Usually delivering your files online is the most convenient option. We can also load files on a USB thumb drive or an external hard drive. Bring in your own, or you can buy one from us.
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. 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.
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.
