Questions About Digitizing Your Memories?

What kinds of memories can I send?

We digitize many common family-media formats, including loose photos, albums, scrapbooks, slides, negatives, videotapes, movie film, audio recordings, CDs, DVDs, and mixed collections. If you have something unusual and are not sure what it is, send us a photo or call us at 678-579-2249.

Do I need to organize everything before I send it?

No. Many customers send their memories exactly as they have been stored for years. If you do organize by family, year, event, or another system, we can often preserve that organization in the finished digital collection.

Do I need to know exactly how many photos, tapes, or other items I have?

No. A reasonable estimate is enough to start the order. We confirm what is actually in your collection after it arrives, so you do not need to count every photo or identify every format before getting started.

How do I start an order?

Most customers begin with our $29 order deposit. The order form collects your contact information, the types of media you are sending, and any special instructions. After your collection arrives, we call you, confirm the approximate scope of the project, and collect enough additional payment to bring the order to 50%. The remaining balance is due when the project is complete.

Can I talk to someone before I send anything?

Absolutely. Call us at 678-579-2249 if you have questions about your collection, pricing, shipping, organization, or an unusual format. A real person will answer.

Is the $29 payment the full cost of my order?

Usually not. The $29 payment is the deposit that starts your order. You do not need to know the exact final cost when you check out. Once your collection arrives, we confirm the actual contents and estimated project total with you.

We Collect 50% Before Production Begins

We call you when your shipment arrives. During the check-in process, we confirm the approximate scope of the project and collect enough additional payment so that 50% of the estimated order total has been paid. The remaining balance is due when the project is complete.

Do I need to know the exact cost before I send my collection?

No. Most customers only have an estimate when they begin. After your order arrives, we confirm the quantities and media types you actually sent. Your final price is based on the work that is actually completed.

Where can I see your current prices?

Our pricing page lists current rates for photos, videotapes, movie film, slides, audio, discs, and our other digitizing services.

Is there a minimum charge?

Yes. There is a $30 minimum for each media format included in an order. For example, photos have a $30 minimum, slides have a $30 minimum, videotapes have a $30 minimum, and movie film has a $30 minimum.

When do I pay the remaining balance?

After the initial $29 deposit and the payment that brings your order to 50%, the remaining balance is finalized when the project is complete and before your finished order and original materials are returned.

What if the final quantity is different from my estimate?

That is very common. You might estimate 800 photos and actually send 1,050, or discover that several tapes are a different format than expected. We base the final balance on the actual work completed rather than requiring you to count everything perfectly before sending it.

Is return shipping included?

Completed orders of $200 or more receive free return shipping. Orders under $200 have a $15 return-shipping charge.

What if I am worried my order could cost more than expected?

Call us before sending the collection. We can help you estimate quantities, explain the pricing for different formats, and talk through your options. We also review the project with you after it arrives, before production begins.

Do I have to organize everything before sending it?

No. Organization is completely optional. If your photos, tapes, slides, albums, or other memories have been sitting together in boxes for years, you can send them that way. We can still digitize them.

Does organizing my collection help?

Yes. If you keep related items together and label the groups, we can often carry that structure into the finished digital collection. A simple system such as “Mom’s Childhood,” “Vacations,” “Wedding,” or “Christmas” can be very effective.

What is the easiest way to keep groups separated?

For loose photos and many small items, clearly labeled freezer bags work very well. Keep related groups together, label the bag with a Sharpie, and avoid overcomplicating the system. Slides, albums, reels, tapes, and other media can usually remain in their existing containers if those containers are secure.

Can you create separate digital folders for my groups?

Yes. If you want specific groups preserved as separate digital folders, label them clearly. Custom digital folders are currently $4 per folder.

What if my photos are still in albums or scrapbooks?

That is fine. If you can safely remove loose photos from standard albums before sending them, it can save time and cost. If you cannot, send the albums as they are. Scrapbooks are generally best left intact because the page itself is often part of the memory.

What if I have a complicated collection?

Complicated collections are normal for us. You can mix media types, use multiple labeled groups, preserve family or event organization, and include notes explaining anything important. You do not need to simplify your collection just to make it easier for us.

Is it safe to ship my photos, tapes, film, and other memories?

Thousands of customers ship irreplaceable family materials every year. No shipping method is completely without risk, so we recommend using a sturdy box, packing the contents securely, and choosing a major carrier with tracking. Once your order arrives at Memory Fortress, the work is completed in-house by our own team.

Which shipping carrier should I use?

We generally recommend UPS or FedEx because both provide reliable tracking and are well suited to boxed shipments. Whatever carrier you choose, use a tracked service and keep the tracking number until we confirm that your order has arrived.

How should I pack the box?

Use a sturdy corrugated box, keep organized groups together, protect fragile items from bending or pressure, and fill empty space so the contents cannot shift around. Put your name and contact information inside the box in case the outside label is damaged.

Where do I ship my order?

Ship your order to:

Memory Fortress
2250 North Druid Hills Road NE
Suite 128
Atlanta, GA 30329

How will I know my shipment arrived?

We call every customer on the day their shipment arrives. During that call, we confirm receipt of the order, review the approximate scope of the project, answer questions, and handle the payment needed to bring the order to 50% before production begins.

Can I bring my order to you instead of shipping it?

Yes. Atlanta-area customers are welcome to bring orders directly to our studio at 2250 North Druid Hills Road NE, Suite 128, Atlanta, GA 30329. Walk-ins are welcome.

Do I need an appointment to bring an order in?

No appointment is required for a normal walk-in order. If you have an especially large collection, unusual media, or something you want to discuss in detail before arriving, calling ahead can still be helpful.

How are my originals returned?

When your project is complete and the final balance has been paid, your original materials are packed for return and shipped back to you with tracking. Completed orders of $200 or more receive free return shipping; orders under $200 have a $15 return-shipping charge.

What happens when my package first arrives?

We identify the order, match it to your contact information and paperwork, and review the media and instructions you sent with it. We also call you that day to confirm that your memories have arrived.

Do you review my instructions before starting?

Yes. We review labels, folder names, sequencing requests, delivery preferences, rush requests, handling notes, and other instructions before the order moves into production.

What if I sent more or less than I estimated?

That is very common. We confirm the actual contents after arrival, so your original estimate does not have to be exact. The project and final pricing are based on what is actually in the order and the work completed.

Do you contact me before production begins?

Yes. During the arrival and check-in call, we confirm receipt, review the approximate scope of the project, answer questions, and collect enough additional payment to bring the order to 50% before production begins.

How do you keep my order from getting mixed up with someone else’s?

Your materials remain identified and grouped as they move through the appropriate production workflow. Labels, customer information, and organization instructions stay connected to the order throughout the process.

Do you send my memories somewhere else for processing?

No. The digitizing work is completed in-house at our Atlanta facility by the Memory Fortress team. Your originals are not shipped to another company or outside processing center for the work.

What if you find something unusual or have a question about my order?

If we need clarification about an unusual format, organization request, damaged item, or another important detail, we can contact you before moving forward with that part of the project.

What is your normal turnaround time?

Smaller orders are often completed in about 5 business days. Larger or more complicated collections generally take about 10 business days. Very large orders, unusual formats, repairs, or especially complex organization can take longer.

When does the turnaround time begin?

Turnaround begins after your order has arrived, been checked in, the project scope has been confirmed, and the payment needed to bring the order to 50% has been completed.

Do you offer rush service?

Yes, when production capacity allows. Rush service is generally available at an additional 50% for a 3–4 business day turnaround, or an additional 100% for a 1–2 business day turnaround.

Should I call before requesting rush service?

Yes. Rush availability depends on the size of the order, the media formats involved, and our current production schedule. Call us at 678-579-2249 so we can confirm what is realistic before you ship or drop off the collection.

Can holiday season orders take longer?

They can. Fall and the holiday season are traditionally our busiest time of year, so customers with a firm gift or event deadline should send their order as early as possible and tell us about the deadline when the order is placed.

How can I receive my digital files?

Most customers choose a USB or USB-C flash drive. Cloud delivery is also available, and DVDs can be provided when requested and appropriate for the project. You can choose more than one delivery method if you prefer.

How does cloud delivery work?

We send you a private download link by email. Cloud delivery is a one-time $10 charge, and the link is normally available for 30 days. That gives you time to download the files to your computer or another storage device, and you can share the link with family members while it is active.

Can I share the cloud link with family members?

Yes. The download link can be shared with family members during the time it remains active, which can make it an easy way to distribute a large collection.

Do I get my original materials back?

Yes. Your original photos, tapes, film, slides, negatives, albums, audio recordings, discs, and other materials are returned to you after the project is complete. Digitizing gives you digital copies; it does not replace your originals.

When are my originals returned?

Once production and quality review are complete and the remaining balance has been paid, we prepare your originals for return. Shipped orders are sent back with tracking.

Is return shipping free?

Completed orders of $200 or more receive free return shipping. Orders under $200 have a $15 return-shipping charge.

Should I keep another copy of my digital files?

Yes. Once you receive your digital collection, we strongly recommend keeping more than one copy in different places. For example, you might keep one copy on a flash drive and another on a computer, external drive, or cloud-storage service.

What resolution do you use for photo scanning?

Our standard production resolution for loose photos is 600 DPI. That gives most family photographs plenty of detail for viewing, sharing, archiving, and reasonable enlargement.

Do I need to remove photos from albums before sending them?

If the photos can be removed safely, doing that at home is usually the least expensive option. Loose photos are faster for us to handle and scan. If the photos are difficult to remove or you would rather not do it yourself, you can send the albums intact and we can handle the extra work.

If you remove my photos from an album, do you put them back?

No. If we remove photos from an album for scanning, the loose originals are grouped and returned to you along with the empty album. We do not rebuild the album after scanning.

What about scrapbooks?

Scrapbooks are generally best left intact because the entire page — photographs, captions, decorations, handwriting, and layout — may be part of the memory. We can digitize scrapbook pages while preserving that complete presentation.

Should I remove the clear plastic covers from scrapbook pages?

For Creative Memories-style scrapbook pages and similar designs, removing clear plastic page protectors before sending the book is helpful when it can be done safely. Keep the pages in order and protect the scrapbook during shipping.

Can you scan framed photos or photos that cannot be removed?

Yes, many photos that require special handling can still be digitized. Albums, framed photos, oversized photographs, and other difficult items may require additional handling compared with standard loose photos.

Can you keep different groups of photos in separate folders?

Yes. Clearly label groups such as families, years, vacations, holidays, or events. We can create corresponding digital folders for those groups. Custom digital folders are currently $4 each.

What if I have thousands of photos?

Large photo collections are routine for us. You can send the entire collection at once, organize it into labeled groups, or leave it largely unsorted. We regularly work with collections that have accumulated across decades.

What videotape formats do you handle?

We work with many common home-video and camcorder formats, including VHS, VHS-C, Video8, Hi8, Digital8, MiniDV, Betamax, and several professional or less common formats. If you are unsure what a tape is, you do not need to identify it before sending it.

Do you transfer the entire videotape or only the recorded portions?

We transfer the entire videotape from beginning to end. We do not skip blank sections, fast-forward through portions that appear unimportant, or try to decide which parts you may want to keep. Something meaningful can appear later on a tape, so our policy is to transfer the whole thing rather than make that decision for you.

Do you handle PAL or SECAM videotapes?

Yes, we can handle many PAL and SECAM recordings. PAL and SECAM are recording standards rather than unique cassette shapes, so an overseas VHS tape may look just like a standard VHS cassette. If you know a tape came from another country, labeling it is helpful.

What if my videotapes are unlabeled?

That is very common. You can send unlabeled tapes with the rest of the collection. We can identify the physical tape format during intake and production. You do not need to guess before placing your order.

What kinds of movie film do you digitize?

We digitize common home-movie film formats including 8mm, Super 8, and 16mm. Reels may be silent or may contain sound. You do not need to determine that yourself before sending them.

Do I need to know whether my movie film has sound?

No. If sound is present and the film format supports it, we can identify that during production. Just keep the reels labeled and grouped in whatever way is meaningful to you.

What audio formats do you digitize?

We digitize standard audio cassettes, microcassettes, vinyl records, and reel-to-reel audio tapes. If you have an unusual audio format, call us before sending it so we can confirm whether we can handle it.

Can you transfer old CDs and DVDs?

Yes. We can transfer accessible personal material from many CDs and DVDs, including family photos, home videos, personal audio, documents, data files, and other content you have the right to copy. The files can then be moved to modern storage such as a USB drive or cloud delivery.

What if I have CDs or DVDs and have no idea what is on them?

Mystery discs are welcome. Many customers have unlabeled or poorly labeled CDs and DVDs that have been sitting in drawers for years. If the disc is readable, we can inspect the accessible contents rather than requiring you to figure it out before sending the order.

What if an old CD or DVD will not open on my computer?

You can still send it for evaluation. Older discs can behave differently depending on how they were originally created and their physical condition. We can work with readable and accessible content, but we do not promise forensic recovery from severely damaged or unreadable discs.

Can damaged tapes or film still be digitized?

Sometimes. Minor repairs or special handling may make some damaged media transferable, while other damage may be too severe. If an item needs repair or unusual work, we can review it and let you know what is possible.

Can you copy commercial movies, music, software, or other copyrighted material?

Our service is intended for personal material such as home movies, family recordings, personal audio, photographs, documents, and other content you have the right to copy. We do not provide unauthorized duplication of commercially copyrighted movies, music, software, or other protected content.

Need more detail about a specific format?

Can I send several different kinds of media in one order?

Yes. A single order can include photos, slides, negatives, videotapes, movie film, audio, discs, albums, scrapbooks, and other supported formats. You do not need to create separate orders for each type.

What if my collection comes from several different family members?

That is fine. Keep obvious family groups together when you can and label them in a way that makes sense to you. We can preserve those groupings in the finished digital collection when requested.

Do I need to make an inventory of everything before I send it?

No. A detailed inventory is not required. Labels and simple notes are usually more useful than a complicated spreadsheet or item-by-item list. We confirm the actual contents during check-in.

What if I do not know what some of the items are?

Do not throw something away just because you cannot identify it. Keep the item protected and separate if possible, and send it with the collection or contact us with a photo. We can often identify unfamiliar media during intake.

Is there a limit to how large an order can be?

Large collections are routine for us. If you have an especially large project, call us before shipping so we can discuss the approximate size, organization, turnaround, and any special handling that may be helpful.

Does the $30 minimum apply separately to each media format?

Yes. Each media format has its own $30 minimum because different formats require different equipment, setup, handling, and production. For example, an order containing photos, slides, and movie film would have a separate $30 minimum for each of those formats.

Can you preserve a complicated folder structure?

Yes. If your collection is divided by family, year, event, branch of the family, or another system, label the groups clearly. We can build corresponding digital folders for the finished files. Custom digital folders are currently $4 each.

What if I am completely overwhelmed and do not know where to start?

Call us at 678-579-2249. You do not need to solve the entire project before contacting us. Tell us what is sitting in front of you, and we can help you figure out the simplest way to begin.